At the edge of the safety net: Unsuccessful benefits claims at the start of the COVID-19 pandemic

There has been much scrutiny of the British benefits system during COVID-19, and most experts agree that the benefits system has performed well, even if historic weaknesses remain. Yet little attention has been paid to those who start a claim that is ultimately not successful. This report focuses on these ‘unsuccessful claimants’, using new YouGov survey data and interviews funded by the Health Foundation.
Unsuccessful claimants raise two policy issues. Firstly, some claims are unsuccessful because of problems with the process of claiming benefits. Did the changes made by the Department for Work and Pensions (DWP) in response to COVID-19 ensure that everyone could navigate the system? Secondly, some claims are unsuccessful because of the design of the benefits system: these people are not eligible for benefits. This reflects decisions by policymakers about the purpose of a policy and how this can best be achieved, balanced against wider impacts including poverty, health and wellbeing; the public finances; and the wider economy.