In this month’s blog we look at social security benefits in later life and find that older people find applying for these benefits ‘long and difficult’, according to the research from Independent Age, with excess complexity locking people out of some of the major entitlements. https://www.independent.co.uk/news/uk/home-news/dwp-pension-credit-benefits-housing-aa-b2708629.html. Researchers found that for just four of the key older-age benefits, applicants would need to answer 450 questions, many covering similar areas. These include Attendance Allowance, Council Tax reduction, and Pension Credit which could add up to nearly £500 before the latter’s ‘passported’ benefits. This includes things like mortgage support, a free TV licence and, since last July, the Winter Fuel, all adding up to as much as £4,300.
Independent Age chief executive Joanna Elson CBE said: “It is clear that the UK has a social security system that is far too complex and difficult to navigate, and while there are numerous entitlements available, many people in later life are often unable to access potentially life-changing support as a result. Something has to change. There are currently around two million older people living in poverty, and a further one million are precariously on the edge. The UK Government and local authorities must work together to drive take-up for benefits such as Pension Credit and Housing Benefit.” https://www.independentage.org/news-media/press-releases/jumping-through-hoops-older-people-could-have-to-answer-450-questions-to
Due to the complexity of applying for these benefits it is estimated that £2.6 billion is left in unclaimed financial support for people in later life https://thefintechtimes.com/2-6billion-in-unclaimed-financial-support-as-complex-applications-stop-older-people-accessing-help/. Certain types of support for people in later life, including Pension Credit and Housing Benefit, have low take-up. The latest Pension Credit take-up figure is 65 per cent, meaning up to 760,000 low-income households, or 970,000 individuals are missing out financial support they are entitled to, with £1.5billion going unclaimed.
One respondent, Susan, aged 69, shared her experience when applying for financial support: “Applying for Attendance Allowance was awful. Reducing me to tears and even making me feel suicidal several times. Not only were the questions difficult to understand, but dwelling on all of the things that I am no longer capable of doing sent me into a very dark place.”
Much has been mentioned about workforce recruitment in social care however there is a worrying trend of violence towards social care workers. A recent government survey https://www.gov.uk/government/publications/adult-social-care-asc-workforce-and-work-related-quality-of-life/executive-summary-adult-social-care-workforce-and-work-related-quality-of-life has reported that half of the social care workforce experience violence and one third plan to leave https://www.carehomeprofessional.com/half-of-social-care-workforce-experience-violence-or-bullying-at-work-and-1-3-plan-to-leave-according-to-major-government-survey/.
Physical violence, harassment, abuse and bullying from people cared for or supported are common: around half (49%) of the Adult Social Care workforce has experienced or witnessed physical violence and (46%) have experienced or witnessed harassment, bullying or abuse in the last 12 months.
In light of the above findings, it is perhaps unsurprising to see that intention to leave is high across the ASC workforce: a third (34%) agree that as soon as they can find another job they will leave their organisation or employer. This is twice the proportion of NHS staff who agreed with this statement in 2022. Intention to leave their current job is higher than average among care workers and assistant care workers, social workers, people working in residential care and those with a low household income.
For those who are considering leaving, the most common destination is a job outside of health and social care (29%), followed by a job in the NHS or healthcare (18%).
The aim of the survey was to contribute to the Government’s understanding of how factors such as working conditions, capacity, learning and development, and working relationships affect the quality of life and wellbeing of those working in social care. The survey was open to people working in all care roles across all settings in adult social care in England, including personal assistants, regulated professionals and registered managers.
The Care Workers’ Charity (CWC) welcomed the release of the Government’s Adult Social Care Workforce Survey https://www.thecareworkerscharity.org.uk/news/the-care-workers-charity-welcomes-governments-workforce-survey-findings-and-calls-for-collaborative-action/ “While this report has taken some time to be published, we are pleased to see these issues formally recognised and look forward to working with policymakers to ensure meaningful improvements for the workforce. The publication of this survey provides a timely opportunity for government, employers, and charities to work together to address the challenges it outlines. We want to collaborate with policymakers and sector leaders to develop solutions that will support and sustain the workforce.”
In other news just 4-in-10 vulnerable customers say they have disclosed their needs to their financial services provider, new research released today from the Financial Conduct Authority (FCA) shows. https://ifamagazine.com/fca-encourages-vulnerable-customers-to-open-up-to-financial-services-firms-to-get-the-right-support-reaction/
However, those that do open up tend to have better experiences. Three quarters of vulnerable customers who told their firm about their circumstances (74%) said that staff asked the right questions to understand their situation, 6 in 10 (57%) said their firm ‘cared’, and (58%) said their firm took action to provide support they needed.
Anyone can become vulnerable due to health, life events, ability to withstand financial or emotional shocks, or because of poor financial or digital literacy.
The research finds that vulnerable customers are more likely to report a negative experience with financial services firms, such as their bank or insurer, when compared to non-vulnerable customers.
The FCA issued guidance to help financial services firms support consumers in vulnerable circumstances in 2021 and introduced the Consumer Duty in 2023, which requires firms to deliver good outcomes for all customers, including those in vulnerable circumstances. The FCA has today published a review and good and poor practice examples to further help firms provide the right care consistent with the Consumer Duty.
Sarah Pritchard, Executive Director, Competition, Markets and International at the FCA said: “It can be hard to tell your bank or insurer about your specific needs but those who ask for help tend to feel more supported. We’ve seen good examples where financial firms are making a difference for vulnerable customers, but we know that vulnerable people report more negative experiences than others.
We want firms to build on the good work identified, to help people open up and make sure they get the support they may need.” https://www.fca.org.uk/news/press-releases/vulnerable-customers-encouraged-open-firms-get-right-support