Caught up in the net: how Universal Credit benefit suspensions are affecting people who come to Citizens Advice for help
This report explores the impact of the government’s efforts to reduce fraudulent benefit claims, a process that typically involves benefit payments being suspended while investigations take place, on the people Citizens Advice supports.
The research presented in this report involved interviews with Citizens Advice advisers, and detailed advice case note reviews. We conducted research in Spring 2022 and then again in Autumn 2023, allowing us to take into account changes to the fraudulent claim review process which came into effect in March 2023.
The research demonstrates that:
Benefit suspensions cause significant financial harm which can have long-term repercussions.
Claimants are not sufficiently empowered to take action to resolve their benefit suspensions and prove their entitlement in an efficient manner.
It should be noted that the government’s own data suggests that 1 in 10 claimants have their benefits reinstated after suspension – this means that the government should take a cautious approach to suspensions. We are particularly concerned that claimants in vulnerable circumstances, who will be most affected by a suspension of benefit payments, are not being adequately identified and supported.
We would therefore like to see the following changes to the fraud review process:
Enable claimants to more easily and efficiently prove their entitlement.
Conclude investigations more quickly, especially where claimants are fully engaged in the process.
Create a baseline vulnerability criteria so that those most likely to be negatively affected by suspensions can be identified.
Offer support for claimants who would either struggle with the evidence submission process or with a lack of funds following suspension. This could include only partially withholding payments, or providing a hardship fund that claimants affected can apply for.