Blog – Welfare Experiences – A Stark Picture of a Broken System
In this blog, Dr Rianna Price, Policy and Research Officer, writes about her findings from focus groups, revealing that Universal Credit fails disabled people in Scotland. She highlights the lived experiences of group members and calls for urgent, inclusive reform.
Across two days in late October, Inclusion Scotland held focus groups as part of the research project Welfare Experiences by King’s College London, to explore disabled people’s experiences of claiming Universal Credit. These discussions focused on individual journeys through the UK Governments’ benefits system in Scotland. The responses were both expected and deeply troubling, revealing a range of negative emotions—anger, frustration, sadness, and depression—that painted a stark picture of a broken system.
The process of applying for benefits, being assessed, and managing claims caused significant mental and physical strain. One participant recounted how attending an in-person assessment left them so exhausted that they were bedridden for three months.
The application process itself posed numerous challenges. Participants highlighted the lack of options, the convoluted language of forms, the excessive detail required, and the sense that the system was designed to “catch you out.” While those with backgrounds in fields like health and social care, law, or policy found the system easier to navigate, it remains inaccessible and unsupportive for many disabled people
The system’s focus on pushing claimants back into work fails to support individuals with disabilities or long-term health conditions effectively. Those working irregular hours due to their health often found the DWP’s calculations difficult to navigate. Universal Credit’s rigid structure does not account for such realities, leaving people feeling punished by sanctions.
Many participants feared interactions with the Department of Work and Pensions (DWP), finding even routine communications triggering. For some, this fear was rooted in past experiences of being falsely accused of fraud. For disabled individuals unable to work, the potential loss of benefits are devastating, as payments are essential for survival.
Stories of deteriorating mental health, leading to worsened physical health, were common. Claimants felt stigmatised and viewed as a “drain” for simply seeking a basic standard of living. Many participants expressed frustration, having worked and contributed to the system, only to be treated with suspicion when claiming benefits.
Universal Credit in Scotland is a punitive system that subjects claimants to relentless scrutiny and impossible standards. This impacts every aspect of their lives, with decisions made by the DWP affecting mental and physical health. The system not only fails to support disabled people who wish to work but also disregards those who cannot.
Disabled people represent between a fifth and a quarter of Scotland’s population, and their numbers are growing. The Universal Credit system must focus on providing security rather than just “benefits.” While some found Social Security Scotland’s Adult Disability Payment system an improvement, further work is needed. Reforms must be in partnership with disabled people, sticking to the principle of “Nothing About Us, Without Us.” Only then can Scotland become a place where everyone’s rights are respected, and no one is left behind.