How to fix managed migration and ensure no one gets cut off from their benefits

In May this year, the Department for Work and Pensions (DWP) restarted the process of ‘managed migration’. This means moving 2.6 million households currently receiving ‘legacy’ benefits (such as Housing Benefit, Income Support and Employment and Support Allowance) to Universal Credit (UC). This is a significant undertaking for the DWP – but for claimants navigating the process, the stakes are even higher. Those unable to successfully make and complete their claim quickly enough risk the vital incomes they rely on – to keep a roof over their heads and food on the table – being cut off. 

The department’s approach to managed migration poses real risks and could potentially plunge people into hardship. Yet, as we explore in our latest paper published today, this risk increases for tens of thousands of people who are experiencing mental health problems, whose symptoms can impact their ability to navigate the migration process. This sudden income drop, at a time when living costs are spiralling, presents a real danger to people’s mental health.

Claimants receiving migration notices are expected to navigate a series of potentially complex administrative tasks to make a successful claim. Yet the cognitive and psychological effects of mental health problems can make it much harder to complete them. Common symptoms, such as problems communicating, depleted energy levels, reduced concentration, increased impulsivity or difficulties with clarity of thought or understanding, can all impact people’s ability to take the steps required. 

Our new research explores the experiences of 250 people with mental health problems who have either already moved to UC or are likely to be subject to the managed migration process. We found that of those who have already moved to UC, four in five feel their mental health problems had negatively impacted their ability to make an application. Two-thirds of respondents found completing at least one task involved in making a claim difficult.

Nearly all (97%) participants still receiving legacy benefits reported they were concerned about migrating to UC, with particular worries about reduced entitlements and coping with the five-week wait for payment that all new UC claimants face. More than eight out of ten reported they’ll need support to move to UC, yet a little over two in ten have someone to help them, and only two in ten know where to access support.

Nearly all (97%) participants still receiving legacy benefits reported they were concerned about migrating to UC, with particular worries about reduced entitlements and coping with the five-week wait for payment that all new UC claimants face. More than eight out of ten reported they’ll need support to move to UC, yet a little over two in ten have someone to help them, and only two in ten know where to access support.

The DWP are aware of the challenges people with mental health problems can face in making a successful claim. To address this, they have introduced measures intended to support claimants: including a temporary one-month extension to the three-month deadline for the first wave of claimants; protections to ensure people’s incomes do not reduce in moving from legacy benefits to UC; run-on payments and advance payments to support claimants through the change from fortnightly to monthly payments, and alternative payment arrangements to support claimants struggling with budgeting. 

While these interventions are welcome, our research has shown that for some people with mental health problems, they’re insufficient. There remains limited awareness of these available interventions among people subject to managed migration. And other measures are only accessible through application or advocacy, which can be beyond the capabilities of people struggling acutely with their mental health. 

However, the DWP can take steps to protect claimants from sudden income loss, distress and harm. As a priority, the DWP should publicly guarantee it will not stop the benefits of anyone migrating until they’ve made a successful claim. While this option is optimal to protect all vulnerable claimants, if the DWP is reluctant to pursue it, it should at the very least guarantee it will not stop the benefits of anyone the department knows is vulnerable, including all those in receipt of ill-health benefits. 

Beyond this priority recommendation, other immediate, practical changes are also needed to limit the harm caused by the process, including: 

• Communicating with claimants in advance of issuing migration notices, addressing known fears and providing reassurance and clarity.
• Ensuring the tone of letters is supportive, the content easy to understand, claimants are signposted to accessible support services, and notices are delivered via a claimant’s preferred communication channel. 

Last week marked the deadline for the first wave of claimants who were issued a migration notice to have completed their UC claim or risk their benefits being cut off. Before the government proceeds with the next phase of rolling out managed migration, it is vital they act now to avoid preventable harm.