Over-complicated system means many thousands are missing out

Helen and David have sought advice from many organisations and charities in their attempt to get out of their situation.

But they have hit a dead end on every occasion.

The couple are one of thousands who miss out on being eligible for help, leaving them virtually penniless after bills are paid.

Citizens Advice see around 600,000 people a year in Scotland a massive 40% are looking for advice on welfare. In England, they advise on around seven million problems every year.

They are well aware of the problems in the system that cause massive stress and financial hardship for ordinary people.

Communication problems; benefit sanctions if people don’t meet strict criteria; issues for those working between 16 and 24 hours a week and in-work poverty are all things CAB deal with every day.

Rob Gowans, of Citizens Advice Scotland, says: “A lot of the problems are down to the fact the system isn’t very well administered. For instance, people aren’t told the right things, or mail gets lost somewhere in the Department for Work and Pensions. Or a Job Centre adviser is rude.

“The system is too complex. People need support but don’t get it for a combination of reasons and as a result of current welfare reforms.

“People are falling through the safety net. They are earning little but are not entitled to benefits and have to get by on shockingly little money.”

An expert from CAB went through Helen’s details in the hope that something may have been missed that would enable her to get help.

“I’ve been through this process so many times before and I was certain there would be nothing available,” said Helen.

“But the adviser did point me in the direction of a website called turn2us.org.uk, which can help with grants if, for example, your fridge breaks down and you can’t afford to get it fixed. I’ll definitely be looking into that.

“She also gave me the confidence to approach someone at work who is an expert on welfare. He’s going to come and talk to me, so maybe something positive will come from that.”

Helen says she’s “left the door open” after her meeting and may go back to Citizens Advice for a more detailed look at her situation.

If she does she’ll be just one of many.