It will take Labour time to rebuild trust in the DWP, Jobcentres and the benefits system

Frustration, anxiety, and disillusionment are common themes in the stories we hear about Jobcentre experiences. Someone recently told us they were left crying on their way home after being shouted at by staff, while another shared how their depression diagnosis had been dismissed, leaving them feeling abandoned by a system supposed to support them. For many people, the benefits system feels punitive and stigmatising, compounding the difficulties they already face. 

At Turn2us, we know that employment is an important factor in achieving financial security. We work with people who want to work but struggle to find suitable opportunities due to illness, disability, or negative experiences with the system. For many, not being able to work impacts their mental health, an issue further exacerbated by media headlines that imply a lack of motivation and portray reliance on social security as a failure. 

• Benefit claimants need enough money to buy food if Labour wants to ‘get Britain working again’
• ‘Get Britain Working’ risks becoming empty words without urgent reforms to the benefits system

The government’s ‘Get Britain Working’ white paper is an ambitious start in addressing the barriers faced by people who want to work but need more effective and compassionate support. It highlights the serious impact of mental ill health on employment and outlines plans to reduce the stigma associated with visiting Jobcentres, aiming to make them places of genuine support rather than spaces where people feel penalised for seeking help. 

However, the language used by Keir Starmer this weekend ahead of the launch, referring to a “bulging benefits bill blighting our society” and pledging to “crack down hard on anyone who tries to game the system”, is a reminder of the harmful narratives that still plague discussions about social security. By relying on these tired tropes, the Government risks deepening feelings of shame for those who rely on support, and shifting focus away from the systemic issues that drive financial insecurity in the first place. 

What the ‘Get Britain Working’ white paper gets right

Transforming Jobcentres into supportive, opportunity-driven environments is essential. The commitment to improving mental health support, reducing waiting times, and employing more specialist staff is another step in the right direction. These measures are crucial for addressing the barriers faced by people whose health impacts their ability to work. 

The Youth Guarantee, which promises a pathway to education, training, or work for every young person aged 18–21, is also a welcome development. Including young people with lived experience is an important factor in building trust and creating a fair and compassionate system, something we embrace at Turn2us in our own work. 

The gaps that need addressing

Despite the paper’s ambition, the reforms are dependent on other bodies such as the NHS being able to treat people in a timely manner and there being opportunity throughout the country for training and apprenticeships.  

Employment is also only one element of the social security system that needs reform. People receiving disability benefits, even if they can work at times, may need to rely on those benefits when their health prevents them from working.

We hear from people who are sanctioned because ill health stops them from completing work searches or who fear that taking part in any work-related activity could lead to losing their benefits, leaving them unable to cover essential living costs.

While the white paper stresses there will be no targets for sanctions, their use still creates fear, harms mental health, and undermines trust in the system. Sanctions often push people deeper into financial insecurity, leaving them unable to afford basics like food or energy.

This paper rightly recognises that the current employment support system is failing many people and highlights the urgent need for a more compassionate and effective approach for those living with illness and disability. However, without broader reform to the social security system and an end to punitive policies like sanctions, these changes will fall short of their potential. A truly supportive social security system can help people and the economy thrive, ensuring no one is left behind in times of need. 

Meagan Levin is policy and public affairs manager at Turn2us.

Do you have a story to tell or opinions to share about this? Get in touch and tell us more. Big Issue exists to give homeless and marginalised people the opportunity to earn an income. To support our work buy a copy of the magazine or get the app from the App Store or Google Play.

Big Issue is demanding an end to extreme poverty. Will you ask your MP to join us?