Survey praise for Social Security Scotland staff hailed
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SOCIAL Security Scotland (SSS) clients have commended the way they have been treated by staff, a new survey has revealed.
The annual study by SSS showed that people felt they were treated well, with staff commended for treating clients with "kindness", for "listening" and showing "empathy".
The findings were welcomed by Banffshire and Buchan Coast MSP Karen Adam, who has previously criticised the approach adopted by the UK government's equivalent department, the Department of Work and Pensions (DWP).
Among those who responded to Social Security Scotland’s survey, 94 per cent of people who had been in contact with staff ‘agreed’ or ‘strongly agreed’ that they were treated with kindness while 93 per cent said their experience with staff was ‘very good’ or ‘good’ with a further 92 per cent saying they felt they had been listened to.
The positive feedback matches the high standards reported last year, where 93 per cent also said their experience with staff was ‘very good’ or ‘good’ and 92 per cent saying they felt they had been listened to.
SSS has also published its annual report and accounts, which shows that it made £163.6 million in direct payments across 11 Scottish benefits from April 1, 2021 to March 31, 2022.
The combination of direct payments and those delivered through agency agreements with the DWP saw the Scottish Government invest a total of £3.48 billion in benefits across Scotland.
Ms Adam said: “The feedback from Social Security Scotland’s survey shows a stark contrast to the day to day experience of people’s interaction with the UK government’s DWP.
“This shows just how different the Scottish Government run body, Social Security Scotland, are to the UK Government’s DWP. We have evidently prioritised our citizens, putting dignity, fairness and respect at our core. The DWP are often criticised for the undignified methods in which they treat claimants, constantly meeting them with suspicion. It’s inhumane.
“I am delighted Social Security Scotland have ensured our core values in Scotland have been maintained as the service has been rolled out across the nation. This will have an enormous positive impact on people’s lives when they are going through the process of claiming what they are entitled to. Mostly supporting, people on low incomes, disabled people, and carers.”
Minister for Social Security, Ben Macpherson, commented: “Social Security Scotland’s annual report and accounts demonstrate the impact of delivering benefits that help tackle poverty and promote equality.
"We ensure money goes directly to people who need it most, including carers, disabled people and families on low incomes.
“Next week our transformative Scottish Child Payment will be extended to all eligible young people under the age of 16 and increased to £25 per week per child – a 150 per cent rise within eight months of introducing this important benefit, which is only available in Scotland.
“I am pleased Social Security Scotland have maintained high satisfaction levels in their service delivery, as evidenced in the latest Client Survey. We encourage all those who are eligible for support to apply, and are committed to treating everyone with dignity, fairness and respect.”
Chief Executive of Social Security Scotland, David Wallace, added: “Four years ago, we began delivering our new social security service for Scotland after listening to people who had experience of the benefits system.
"They helped us create a service based on our values of dignity, fairness and respect and we continue to listen to them as we grow and deliver more benefits.
“Our annual client survey reflects the work we have put in to deliver on our commitment and the fact that we managed to maintain such an exceptionally high level of client satisfaction through a period of significant growth is a source of immense pride for me. In fact, 96 per cent of people surveyed told us they had received their benefit payments when we said they would.
“These results are testament to the care and pride our people take in their work. We have worked hard to build a diverse workforce of people who share our values that reflects modern Scotland. The year ahead will remain difficult for many of us but our commitment to our clients remains strong and we will continue to listen to their feedback as we develop our service and prepare to deliver new benefits.”
