New text message service for clients
We have introduced additional ways to communicate with our clients, telling people when they can expect a phone call to reduce the chance of missing an important update about their application or benefit.
From August 2026, more clients will receive a text message shortly before a scheduled phone call from Social Security Scotland. The message will let them know that we are due to call, making it easier to recognise the contact number and encourage them to answer.
Many people choose not to answer calls from numbers they do not recognise due to increasing scams. We carried out research which found that sending a text message before a call makes clients more likely to answer on the first attempt. Reducing missed calls helps improve the experience for our clients and enables applications to progress more quickly.
The service is now being expanded across more areas of our work including with our local teams who support people in their communities across Scotland and arrange appointments with them directly.
As the service develops, text messages may also be used to remind people when information is needed to support an application. This could help avoid delays in processing applications as we wait to receive supporting information.
Staying safe
Text messages from Social Security Scotland are intended to let our clients know when they can expect to be contacted by us.
Our callers will still go through a verification process to identify themselves.
We will never ask for personal or financial details by text or email or ask people to reply by text or email.
People should remain cautious of unexpected calls or messages and should never share personal passwords, PIN numbers, or online banking security details with anyone claiming to be from Social Security Scotland.
If you are unsure whether a call or a text message is genuine, end the conversation and contact Social Security Scotland directly using the contact details available on our website.
We offer free assistance to people making applications for benefits. More details can be found here: mygov.scot/benefits-support.