Summary
The research highlights the complexities people face before, during, and after their welfare journey begins. We are told a compelling story of a system that has a safety net, should we fall. But in reality, it feels like a trapdoor. Welfare reform cannot happen in a silo in Westminster. It must coproduce with the people it serves.
Key findings
1. Make access inclusive by default: Require easy read; provide non-digital routes (phone/ in-person) equal to online; ban “online-only” compliance for vulnerable groups. 2. Reduce harm in assessments: statutory maximum decision times for UC/PIP/ asylum- linked benefits with automatic interim payments; trauma-informed questioning standards; limit repeat evidence where condition is long-term. 3. Make work pay and feel safe: improve the UC taper and earnings disregards; clearer, consistent rules for self-employed and people on sick treatment; allow a grace period so support doesn’t cliff-edge. 4. Recognise unpaid care and disability costs: uplift and reform Carer’s Allowance and disability-related additions to reflect real living costs; protect payments during appeals. 5. Right to flexible, local work from day one and incentives for school-hours and remote-first roles in sectors with shortages.