10 June 08 – Publication of DWP research report 497: Reporting changes in circumstances: Tackling error in the benefit system
New research published today by the Department for Work and Pensions (DWP) explores benefit claimants’ knowledge and understanding concerning changes in circumstances and obligations to report them. This report presents findings from a qualitative research project to explore benefit claimants’ knowledge and understanding concerning changes in circumstances and obligations to report them.
The main summary findings are:
Claimants’ knowledge and understanding of reporting changes in circumstances
There was a wide variety of knowledge among the people in the study group about benefits and their reporting responsibilities. Four levels of understanding were identified:
- a general understanding of the responsibility to report changes;
- a broader understanding of the types of change that should be reported;
- a deeper understanding of the details that need reporting;
- knowledge of the effect of changes on levels of benefit.
Claimants’ sources of knowledge and views on their adequacy
People in the study referred to a range of ways in which they received information about benefits and reporting changes in circumstances. These included:
- written information (mainly through official letters and leaflets);
- verbal information (from benefit staff, advice agencies and others);
- media (newspapers, television and radio).
Reporting changes in circumstances: influences on behaviour
A range of factors was identified that influenced the reporting behaviour of people in the study group. These could be grouped into three broad categories, each of which contains further sub-categories:
- knowledge and understanding about reporting changes in circumstances:
- knowing that change in a ‘circumstance’ is reportable;
- conceptualisation of ‘change’;
- perceptions of the effect on benefits;
- understanding and experiences of the benefit system:
- understanding of the benefit rules;
- perceptions of structural linkages;
- system ‘triggers’ (such as medical reviews);
- previous experiences of benefit administration;
- contextual factors:
- personal circumstances surrounding the change;
- anticipated responses of others.
Experiences and consequences of reporting changes in circumstances
Many episodes of reporting changes in circumstances were straightforward experiences for the people in the study group. The principal problems for people in reporting changes stemmed from not knowing what information to provide about a change and not understanding the requirement to report changes as soon as they had happened. People in the study group also reported delays in processing changes that led to hardship and mistakes made by benefit staff which could lead to overpayments or, again, hardship.
Conclusions
The principal reasons why people in the study group did not report changes in circumstances were grouped into three categories:
Knowledge deficits cover the incomplete or inaccurate knowledge of the following – what changes should be reported, when changes should be reported, to whom changes should be reported, the eligibility rules of the benefits being received, and links between benefit authorities and other relevant organisations.
Avoidance behaviour occurred when claimants recognised a change in their circumstances but did not report it in order to avoid a perceived negative consequence (either substantive where people feared a possible reduction in their benefit and/or a disruption to benefit payments or procedural when they were seeking to avoid confusing or stressful contact with benefit authorities).
Deliberate withholding of information about changes in circumstances was a particular form of avoidance behaviour. However, there is a distinction between people who were anxious about what might happen if they reported a change and those who were more certain of the consequences.
Notes to Editors
- The study was carried out by the Social Policy Research Unit (SPRU) at the University of York in 2006/07. The research was based on a longitudinal panel of 51 claimants who were interviewed three times over the course of nine months. The data were analysed by the contractor SPRU at York University
- Research Report 497 – Reporting changes in circumstances: Tackling error in the benefit system will be published on 10th June 2008. The report is available on the DWP website.
DWP Press office: 020 3267 5144
Out of hours: 07659 108 883
Prepared by: Department for Work and Pensions Housing Research and Analysis Division
