Record View says Social Security Scotland needs to address the long call wait times faced by claimants, with many not getting through for over half an hour
Devolving parts of social security to Holyrood was a chance to build a new system from scratch. The UK Government’s DWP is renowned for its harsh approach to benefits, based on tightening eligibility and spending less money.
The Scottish system has largely been a success, with the Scottish Child Payment in particular putting money into the pockets of the needy. The punitive rhetoric of Tory ministers has also been banished and replaced by a person-centred approach. Most people get through within 30 minutes but too many do not. Making a claim is stressful and that anxiety will be compounded by long waits on the phone.
At any time – but especially during a cost of living crisis – every penny is a prisoner. Competition for Scottish Government funds is fierce, but failing to invest in our young people properly will stoke up societal problems for years.
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