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Backlog of 700,000 adds to problems that must be dealt with when Atos is replaced

11 June 2014

Citizens Advice has warned that the Work Capability Assessments are failing and must be fixed to be delivered fairly. The DWP has today revealed that there is a backlog of 700,000 people waiting for assessment for Employment and Support Allowance (ESA).

Gillian Guy, Chief Executive of Citizens Advice, said:

"The failings of the Work Capability Assessments are leaving sick and disabled people on a knife-edge. Employment Support Allowance is now the biggest single issue that Citizens Advice clients need help with and people have come to us with 1.5 million problems with ESA since it was introduced. The system is in urgent need of fixing with millions more people set to apply for ESA in the next few years.

"The provider that will replace Atos and deliver the Government’s contract must have enough resources to deal with the growing backlog of people who have applied for ESA. Atos ending its contract is not a silver bullet which will fix fitness for work tests overnight. There are deep-lying problems with the WCA. Long delays, medical assessments carried out with no medical evidence and the removal of ESA when people ask the Government to reconsider a decision are causing serious stress and pain for hundreds of thousands of people.

"The buck stops with ministers. With Atos' contract ending, there is an opportunity to put in place safeguards to deal with the unacceptable flaws in fit for work tests. The new contractor must be fined when its assessments are shown to be flawed.  Medical evidence should be made available free to claimants to support their application for support and the unacceptable backlog of applications must be dealt with. Unless ministers make changes to how assessments are carried out then sick and disabled people face another three years of delays, anxiety and unfair treatment."

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service 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 see the Citizens Advice website.
  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.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.