4. To ask the Scottish Government how it holds Social Security Scotland to account to ensure that it is fulfilling its responsibility to help claimants, who request support, to provide supporting information, including obtaining it on their behalf. (S6O-03009)

The Social Security Scotland framework document provides accountability and governance to ensure that Social Security Scotland meets its statutory obligations. The framework requires delivery in keeping with our core values of dignity, fairness and respect. Encouraging people to access the benefits that they are entitled to and assisting them through our application process are rights that are enshrined in the social security charter. Assisting people to gather supporting information for disability assistance is a fundamental part of delivering those obligations. Reviewing performance on that is a frequent priority in my discussions with the chief executive of Social Security Scotland.

T he cabinet secretary recently informed me that

“Social Security Scotland are committed to ensuring people applying for disability assistance are helped to provide supporting information, which can include obtaining it on their behalf.”—[

Written Answers

, 14 November 2023; S6W-22558.]

A constituent of mine advised that, as his claim was being considered, he was not contacted once and nor were the clinicians whom he provided to verify the claims. What data is kept on the number of applicants who may need additional assistance with applications? How often is that reviewed?

I am afraid that, from the information that Foysol Choudhury has given and our previous correspondence, he has not directed me to a particular constituent and issue. If he has his constituent’s permission to pass it on, I would be happy to receive that information and to work with the agency to look into it.

It is clear that an integral part of the work on adult disability payments is assisting those who gather supporting information. That is a very important part of the work. I know that we have corresponded on the matter previously, but I am not aware that Foysol Choudhury has raised a particular case in which there has been an issue. I would, of course, be very pleased to look into that along with the agency and to get back to him in correspondence.

The support that Social Security Scotland provides to claimants has helped it to build remarkably high satisfaction ratings. Those stand in stark contrast to the reputation of the UK Government’s Department for Work and Pensions. Has the cabinet secretary had any recent discussion with Social Security Scotland about how it can maintain or even improve claimants’ experiences?

I have been very pleased to have had regular discussions with the agency’s executive team about how we can build on the high satisfaction ratings. For example, around nine in 10 survey respondents said that they were treated with kindness, dignity, fairness and respect. That is, of course, in stark contrast to the reports from the DWP’s previous system, particularly on the personal independence payment. However, it is clear that there is still work to do to ensure that we deliver that service for everyone. I am always more than happy to work with members to see what more can be done to improve that.