Local Delivery team hits 10,000 appointments milestone
Minister praises impact of specially-trained advisers.
A team dedicated to providing support to people applying for benefits has marked its 10,000th appointment in its first year of operation.
Social Security Scotland’s Local Delivery service was launched to offer support to people in their homes, at a convenient place within communities, by videocall or by phone.
Minister for Social Security, Ben Macpherson, said the milestone reached showed how Scotland was “doing things differently” in its approach to supporting people applying for benefits.
He hailed the success of the Local Delivery service as a source of pride during a visit to Parkhead Pantry in the East End of Glasgow.
Local Delivery representatives host a community stall at the Pantry – one of many ways they provide support for people who visit the venue.
Mr Macpherson said: “During its first year of operation, Social Security Scotland’s Local Delivery service has already made a very positive impact by helping thousands of people to access support they are entitled to.
“The Local Delivery service is a great example of how Social Security Scotland is doing things differently in how we deliver devolved benefits – by pro-actively offering people face-to-face support in communities across Scotland.
“Our specially-trained client support advisers can be proud of what they have achieved so far, in establishing a service that has already made an important difference and will help thousands of more people in the years ahead.”
The Local Delivery service, launched in November last year, provides face-to-face support from staff in all 32 Scottish Local Authority areas.
People can book in-person meetings with an adviser at home, in their local community or on either video or phone calls. They can answer queries and help clients with form filling.
During the visit Mr Macpherson met Aileen McGuire, the chief executive of Parkhead Housing Association which hosts the pantry at its Parkhead Schoolhouse building.
Ms McGuire said: “Having direct access to this Social Security Scotland has made such a positive difference to our tenants and residents in Parkhead, we are seeing the real benefits of partnership and collaborative working.
“There’s always an advantage to having face-to-face contact. A lot of our tenants feel more comfortable having direct contact, having somebody in person to explain things really does helps.”
- The Local Delivery service conducted its first appointments in July 2021 following a successful pilot in the City of Dundee, Perth & Kinross and the Western Isles
- Local Delivery Service works collaboratively with stakeholders across the country. The service also supports third-party independent advocates and advisors – it does not replace these.
An appointment with a Client Support Adviser can be made by contacting Social Security Scotland on 0800 182 2222. More information can also be accessed by For via web chat at mygov.scot/contact-social-security-scotland