It is a really welcome step that MPs have taken to protect vulnerable benefit claimants. Instead, they are calling for a radical overhaul of the Department for Work and Pensions (DWP). This comes in the wake of numerous tragic cases where individuals suffered severe consequences after encountering the DWP’s systems, raising urgent concerns about the department’s treatment of its most at-risk clients.
Formerly homeless herself seven years ago, Shannon Johnstone sought help through the DWP. Her lived experience underscores the urgent need for healing-centered reform. Perhaps most importantly, it helps to humanize and amplify the stories of people like Errol Graham and Philippa Day. Graham unfortunately passed away in 2018 after his benefits were erroneously terminated. At the time of his death, he was deeply troubled by profound mental health concerns and just four-and-a-half stone. In the same way, Day took her own life in 2019 after her benefits were wrongly terminated. These cases underscore a troubling trend: at least 274 individuals have died after being investigated by the DWP since April 2015.
Along with Graham and Day, Kevin Gale’s case makes clear the hazards lurking within the existing system. As a result, Gale experienced extreme depression and anxiety. His battle to claim universal credit added to his distress, as he tragically took his own life in 2022. His case is a harrowing example of the DWP’s shortcomings in protecting individuals with multiple, severe mental health challenges.
The Work and Pensions Select Committee’s report identifies all of these incidents to highlight a pattern of systemic failures within the DWP. Many advocacy and legal experts argue that the existing processes are inadequate for people with mental health issues. This might even make their situations worse. Debbie Abrahams MP emphasized this point, stating, “We heard evidence that the process of engaging with the DWP… too often led to mental distress.”
The committee has been advocating for a deep cultural change at the DWP. Through a phased approach, they eventually want to restore public trust, with protections at the forefront of creating policy. Abrahams highlighted that “introducing a statutory duty to safeguard vulnerable claimants… is a fundamental part of this.” She portrayed the cumulative harm experienced by clients as a clear indication of the failure of the safeguarding measures currently in place.
Carl, a former roofer, had a very traumatic first encounter with the DWP. Now, he experienced the same aggravation that millions more have been before him through the gauntlet of the DMV. His story serves as a powerful example for others about how claimants can successfully overcome arduous bureaucratic processes.
The DWP has come under fierce attack over its treatment of vulnerable customers. In return, they have initiated 58 investigations of cases of severe harm suffered by people over the last eight years. A DWP spokesperson acknowledged the criticism, asserting their commitment “to fixing the broken welfare system we inherited so it works for those who need it.”
The charity advocate Shannon Johnstone, formerly a dog photographer, who created the DogMeets as part of her campaign, welcomed the MPs’ recommendations. She believes their implementation could lead to transformative outcomes for individuals in need: “They are going to be absolutely life-changing for people… if they’re done right.”
“That people continue to face harm after dealing with the DWP is a self-evident failure of safeguarding in the system.” – Debbie Abrahams MP
The report’s recommendations represent an important new beginning for the DWP. It is under the greatest pressure ever to deal honestly with its past mistakes and make substantive, course-altering changes. We value insights from people who have experienced life in these spaces. This user-centered approach is intended to inform more well-rounded and user-friendly policy frameworks moving forward.
Abrahams has criticized the previous prioritization of getting people back into work over providing necessary support for vulnerable individuals. Civil society activists are calling on MPs to pass significant reforms. They argue that mental health should be a central consideration in every new policy plan.
