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Citizens Advice response to 21st Century Welfare paper

30 July 2010

Citizens Advice Director of Public Policy Teresa Perchard said:

“Citizens Advice bureaux throughout England and Wales helped people to resolve over 2 million problems they had with claiming benefits and tax credits last year. Complex rules result in overly long and complex forms and systems, with applicants in need of help from the welfare system passed from pillar to post. Many more people do not even claim benefits and tax credits they are entitled to - put off by an overly complex system.

“Having long called for a simplification of the tax, tax credit and benefit systems we are pleased to see the Government today acknowledge not only that complexity is a key problem with the current system but that they are determined to deliver a simpler system. We especially welcome proposals which could allow much greater flexibility for individuals to work a small number of hours a week without losing benefits and to keep more of what they earn and save. If such changes go ahead it could transform the culture of our welfare system to one which trusts citizens and helps them do what they can rather than telling them what they cannot do.

“However, it is vital that in the mission to simplify the government also designs and delivers a system which ensures people are not living in poverty, that individual needs are recognised and citizens who need financial support from the state at any time in their lives are treated with respect and dignity and are appropriately supported. A welfare system that does not turn the tide on poverty is embedding inequality in our society. Balancing these requirements with greater simplicity, and tight public spending requirements will be the key challenges for the Government.

“We welcome the open nature of the Government's consultation on these reforms - it is important that great care is taken in bringing in such fundamental changes and that they are not rushed. There are many examples over the years where benefit and tax credit changes, that have been intended for good, have left people in hardship through poor implementation. We will be feeding the evidence from our experience of advising people about benefit entitlements and helping them to navigate the system into this consultation.”

Notes to editors

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more information in England and Wales see www.citizensadvice.org.uk
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality. For online advice and information see New windowwww.adviceguide.org.uk
  3. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 7.1 million problems from April 2010 to March 2011. For full 2010/2011 service statistics see: www.citizensadvice.org.uk/press_statistics
  4. Out of 22 national charities, the Citizens Advice service is ranked by the general public as being the most helpful, approachable, professional, informative, effective / cost effective, reputable and accountable. (nfpSynergy’s Brand Attributes survey, May 2010).
  5. Most Citizens Advice service staff are trained volunteers, working at around 3,300 service outlets across England and Wales.