Update on Adult Disability Payment processing times

We are building a social security system Scotland can be proud of for generations to come. In our first five years we have already delivered 13 benefits, including seven forms of financial support only available in Scotland. We listened to what people told us about their experiences with the Department for Work and Pensions and took a different approach, putting dignity, fairness and respect at the heart of the client experience. 

Less than a year ago we rolled out Adult Disability Payment across Scotland, with an application process that is significantly better than the DWP. One of the improvements we made was removing the controversial private sector assessments people told us they found stressful.   

One of the most significant changes was the introduction of a service to collect information to support someone's application if they needed it. Additionally, our case managers contact people if their application does not include enough information to make a decision, to understand their needs.

Since the introduction of Adult Disability Payment most people have had a decision within four months. However we know others have waited longer. This is unacceptable, and work to make sure people get faster decisions is already underway.

This includes redeploying staff from elsewhere in the organisation to work on processing applications and introducing a faster call back to those who submit an application without supporting information

We are also making it easier for professionals to submit supporting information to us and have introduced a payment to third sector organisations who provide us with supporting information on our request.

Additional work is underway to make it clearer to applicants what helpful supporting information looks like. Research has found some people have it to hand but do not realise it. This might be because they are not clear on the kinds of documents that are useful to us, such as social care assessments, prescription lists or appointment letters.

However, it can also be because they don't realise supporting information can come from a range of professionals.

For example, if someone regularly sees a therapist or support worker, they could be a better source of supporting information than a GP they may not have had any reason to contact for some time. 

By highlighting this we hope more clients will realise they have supporting information to hand, while also encouraging those who do need our help to provide contact details for the most relevant professional. 

As a result of these measures, we are already reaching decisions on more cases per week than ever before.  Adult Disability Payment will reach its first year of nationwide operation at the end of August. It is one of the key building blocks in our ambition to create a social security system that Scotland can be proud of. While it is essential processing times improve quickly, our commitment to treating all applicants with dignity, fairness and respect will continue to be our guiding principles.