Insight Research Perceptions of Claimants Report

Views, attitudes and behaviours
of benefit claimants in Middlesbrough
Insight pack

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1.0 Background and brief
2.0 Methodology
3.0 Claimant survey results
3.1.1 General views towards the JobCentre
Plus
3.1.2 Negative experience at the JCP
3.1.3 Positive experiences at the JCP
3.2.1 Negative experiences with JCP staff
3.2.2 Positive experiences with JCP staff
3.3 Views on JCP and staff
3.4 Sanctions
3.5 Future improvements
4.1 General views towards the JobCentre
Plus
4.2 Views on negative experiences at the
JobCentre Plus
4.3 Views on the positive experiences at the
JobCentre Plus
4.4 Perceived improvements needed by the
JobCentre Plus
4.5 Client experience of being sanctioned
5.0 Focus group insight
5.1 Inconsistency / lack of flexibility
5.2 Threatening staff / feel intimidated /
disrespectful / frear
5.3 Lack of awareness of mental health &
drug / alcohol addiction / training
5.4 No intentions of helping claimants
5.5 Inappropriate training & job matches
5.6 Impact sanctopms has on mental health
& wellbeing / risk of relapsing / suicide
5.7 Privacy & confidentiality
5.8 Role of security
Content
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Worklessness is critical to health and wellbeing and an important
determinant of health. In lower socio-economic groups, worklessness
increases the risk of poor mental health & suicide, is linked to higher
mortality rates and worse self-reported health & behaviours.
The aim of the Employment Network Group is to increase
employment opportunities for residents in Middlesbrough,
especially vulnerable groups whether it be paid or unpaid.
However, there are many barriers for getting people into
employment (even in volunteering roles) including poor
relationships and negative perceptions of both JCP staff and
clients.
In certain cases, vulnerable groups or individuals
are not able to gain employment and solely rely on
benefits from government. What is apparent from
anecdotal evidence is a failure in communication
due to perceived or real negative perceptions of
clients and staff often culminating in sanctions,
exacerbating poverty and in some cases, a relapse in
health and wellbeing. The impact of welfare reforms
on health inequalities has been well documented.
In 2014, the Middlesbrough substance misuse service conducted
a survey on client satisfaction and found that over a third of
people are unable to work due to sickness, 30% are unemployed but
want to find work and 18% are unemployed and not ready for work.
However, more than a quarter of those surveyed want to see more
volunteering opportunities and 22% would like to see more placements
being offered.
Source: 2014 Middlesbrough Substance Misuse Service Survey

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These figures demonstrate a real need to remove whatever barriers /
challenges vulnerable groups experience to help them improve their
health and wellbeing and gain meaningfull employment.
The Brief
Following previous research, Middlesbrough Council commissioned
Social Change UK to undertake research into the views, attitudes and
behaviours of unemployed residents in Middlesbrough. This insight
is hoped to shed light on the impact worklessness has on individuals
living in Middlesbrough - particularly around mental ill health and drug
and alcohol abuse.
The research is being used to understand how Middlesbrough Council
can act to prevent the negative impacts of unemployment and
claiming benefits on local residents. We have also put forward some
recommendations that could reduce negative impact on the mental
health and wellbeing of claimants.
Following the insight work, a campaign concept will be developed to
attempt to create a change in attitudes and behaviours that impact the
health and wellbeing of residents.

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A mixed methodological approach was adopted to understand the views,
behaviours and attitudes of JCP claimants and the staff working with these
claimants. A survey and a discussion guide were developed to generate
insight on the above views and behaviours of claimants. The survey ran
from 20th April 2016 to 6th May 2016 where 68 claimants took part. As an
incentive, claimants were provided with the opportunity to enter a raffle
to win a £25 Love2Shop voucher. The winner was selected at random by
Middlesbrough Council.
Focus groups were conducted in Middlesbrough to exploreclaimants views
and behaviours in more depth. Participants were recruited using the drug
and alcohol services in Middlesbrough – this was beneficial as it allowed
us to get the insight on how JCP staff might deal with claimants who are
currently or have previously experienced drug and alcohol addiction as
well as those who might suffer from mental ill health. Focus groups were
conducted in April 2016, with 15 participants taking part across
two focus groups. Participants were provided a £25 Love2Shop
voucher as an incentive for taking part in the research.
A survey was also designed to generate insight on the views
and attitudes held by drug and alcohol service staff towards
the management of claimants by JobCentre Plus staff. As an
incentive, service staff were provided with the opportunity to
enter a raffle to win a £25 Love2Shop voucher. The winner was
selected at random by Middlesbrough Council.
A survey was also developed for staff at the JobCentre Plus to complete in
order to gain insight into their views and attitudes towards claimants.
2.0 Methodology

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3.0 Claimant survey results
3.1.1 General views towards the JobCentre Plus
68 JobCentre Plus claimants completed a survey. The survey gave
us a broad understanding and awareness of the views and attitudes
claimants hold towards the JCP.
The Results
Claimants were asked what they thought was the purpose of the
JCP. 62 claimants (91%) responded to this question.
50 (81%) claimants believed that the purpose of the JCP was to
help individuals find a job, while gour participants (6%) thought
the main purpose of the JCP was to provide a source of income.
Three claimants (5%) didn’t know what the role of the JCP was
and another three participants (5%) believed the role of the JCP
was to scare and put pressure on claimants.
When asked if the JCP fulfils the perceived purpose,
14 participants (22%) believe they fulfil this purpose.
Participants were asked to rate their level of satisfaction with
the JCP. They were asked to rank 1-10 - with 1 being very
dissatisfied and 10 being very satisfied. Overall participants were
dissatisfied, with the JCP scoring an average of 3.95 out of 10.
When participants were asked what they think the role of their
work coach or advisor is, 57 claimants (84%) responded. 51
(89%) participants held the view that work coaches or advisors
were there to provide help, give advice or support them to find
employment.

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Workers were full of empathy- they would have liked to
have helped more but did not have access to forms needed -
everything is online but I do not have access to a computer.
Staff at the Job Centre office are very unwelcoming
and reluctant to assist you.
My most recent jobcentre advisor was helpful and treated
me like a human being, though I suspect this is because
I already had a part-time job.
[The JCP advisor was] unfriendly,
only keeping [their] eyes on the time.
I have had a very positive experience and [they] gave
me help and advice when I was at a low point in life.
[The JCP advisor was] being disrespectful when I was poorly.
[I received] bad attitude from the members of staff. They did give some training courses and bits
of them were good.
3.1.2 Negative experience at the JCP
Claimants were asked to share previous negative experiences
they have had at the JCP. A mixture of different themes
emerged; one of the themes that came out strongly from the
responses was around staff at the JCP. Claimants felt that staff
weren’t very helpful and rude at times – this also includes
security staff.
3.1.3 Positive experiences at the JCP
Claimants were asked about positive experiences when
accessing the JCP. The feedback varied, but there were some
commonalities.
When I was looking into work experience my advisor took
in what I would like to do for a job and put me forward
for a few positions. I got a 6 week work placement that
helped me gain employment soon after.
Clients also stated that they were able to receive training and
support in finding employment.

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My original work coach was fantastic. She helped me look for
jobs in a field specific to me and was really encouraging. This
actually resulted in me passing an
interview and gaining full time employment.
[I received] access to training courses.
Claimants also reported that receiving financial support through the
JCP was a positive experience.
Claimants also felt that staff did not always understand their needs.
3.2.1 Negative experiences with JCP staff
Claimants were also about their experiences with work coaches or
advisors who weren’t helpful. A number of claimants recalled their
experience.
When I was doing work experience, they expected me to keep
up with a lot of job search but because of the hours I worked
it was hard to keep the high standard.
A previous JSA advisor was uncaring, unsupportive,
cold and heartless when dealing with mine and my
then-partner’s claim, while we were both suffering from
severe mental health problems and attempting to get back
to health, back into work and out of debt. She made us feel like
we were not worth the help; she treated us like we were stupid.
I was handed over to a new Coach who was very unhelpful and
tried to put me on a course that bore no relevance to me.
I find they are just doing their job not interested in the
what [or] where [jobs are] etc.
One time, the advisor would not listen to anything I had to say.
They did not put me on a training course.
I have found using JobCentrePlus, Universal JobMatch and
the job centre to be very negative, demoralising and
demeaning experience overall.
It makes me feel like I am worthless, hopeless, helpless,
unable to find work, unemployable.
It makes me anxious, miserable, low and
occasionally suicidal.
They questioned and interrogated me and totally
stopped my benefits.
[They] said they would sanction me.

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Some claimants also expressed their frustration at staff not
being able to understand their needs surrounding training and
employment opportunities.
[I was] put on course that I have already completed.
3.2.2 Positive experiences with JCP staff
When asked if they can give examples of times when their job
coaches or advisors were helpful in providing support, participants
said that staff have previously been supportive by providing
assistance with job searches, CV writing and finding employment.
[They] gave me extensive 1-1 support with interview skills,
CV, applications and helped me get into employment.
[They have] pointed out several opportunities for work and
for training over the past two months and have given time
to advise on personal statements I’ve written.
My Gran passed away - I was devastated and [the advisor]
could see there was something seriously wrong. He gave me
a same day payment [so that] I was able to spend the last
couple of days with her.
My previous JSA advisor emailed me the details of a job
she thought would be useful for me.
3.3 Views on JCP and staff
Claimants were provided with a range of different statements on the
survey to gauge their views towards the JCP and its staff. Out of 68
participants, the majority disagreed with the following statements:
Staff at the JobCentre Plus are flexible:
Staff at the JobCentre Plus are sympathetic:
Staff at the JobCentre Plus are non-judgmental:
Staff at the JobCentre Plus understand addiction issues
and recovery:
Staff at the JobCentre Plus understand my needs:
Staff at the JobCentre Plus understand mental health:
Staff at the JobCentre Plus explain things well:
Staff at the JobCentre Plus are friendly and approachable:
44 out of 68 participants (65%) disagreed

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Staff at the JobCentre Plus provide me with adequate job opportunities:
Staff at the JobCentre Plus are trained well:
Staff at the JobCentre Plus provide me with adequate training:
Staff at the JobCentre Plus are helpful:
Staff at the JobCentre Plus are polite:
Staff at the JobCentre Plus are clear about rules:
I am open with my work coach/advisor about my situation:
From the figures above, it’s clear that benefit claimants hold strong
negative views towards the staff at the JobCentre Plus. The most
salient views are a combination of a lack of soft skills (such as being
sympathetic, friendly and non-judgmental), lack of knowledge on
mental health and addiction, being accommodating towards clients
and giving clear explanations to clients.
When asked about what improvements can be made to the way staff at
the JobCentre Plus provide support. Most wanted the JCP and staff to
understand clients needs better.
36 out of 68 participants (53%) disageed
They could be more flexible and friendly with customers.
They could be more understanding of individual situations.
More understanding and patient with people with issues.
Awareness about mental health problems and the increased
likelihood of emotional ill health due to poor financial
circumstances, debt, unemployment, job loss, redundancy.
How to deal with someone who is having an anxiety or panic
attack or someone who is upset. The ability of job coaches to
signpost claimants to other services, such as Mind, etc.
Others also suggested that staff could use a more friendly approach
when talking to clients, including simple changes to the way they
interact with their clients
More friendly and helpful.
They should listen more and stop sanctioning people.
Be more customer orientated.
Be more polite. Have more staff on.
Stop being punished for petty stupid little things.

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3.5 Sanctions
The survey provided insight into the perception of what
claimants think you can be sanctioned for. Most thought that
not attending a training programme was not likely lead to a
sanction.
Sanctioned as a result of not attending a training programme
or appointment:
Sanctioned as a result of not taking part in employment
schemes when a work coach/advisor instructs them to:
Sanctioned as a result of being dismissed from a job for
misconduct:
Sanctioned as a result of not finding enough jobs to apply for:
Sanctioned as a result of not showing up for an interview
regardless of the situation:
Sanctioned as a result of being more than 10 minutes late,
regardless of the situation:
30 out of 68 participants (44%)
14 out of 68 claimants (21%) said they had been sanctioned. Out of
those 14 who were sanctioned, the following reasons were given:
Sanctioned for not finding enough jobs to apply for:
Sanctioned for not showing up for an interview, regardless of the
situation:
Sanctioned for not taking part in employment schemes when a work
coach advisor instructs them to:
Sanctioned for not attending a training programme or an
appointment:

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Sanctioned for not searching for jobs:
Sanctioned after being dismissed from a job for misconduct:
When asked about the impact sanctions had had on them, claimants
took the following actions:
• Committed a crime (e.g. stolen money/food/clothes etc.): Ten
participants
• Attempted to take their own life (suicide): Seven participants
• Was left homeless: Six participants
• Became reliant on food banks: Five participants
• Asked friends for money: Five participants
• Family struggles/breakdown: Five participants
• Became hospitalized: Four participants
• Took out a loan: Two participants
For some claimants, being sanctioned has had a big impact,
with suicide attempts being the most extreme examples of how
sanctioning has impacted claimants.
3.6 Future Improvements
Claimants provided feedback on how the JCP experience could be
improved and how issues could be avoided in the future. Overall,
claimants believed that the staff at the JCP needed to adopt a more
supportive approach when providing help to claimants
The jobcentre should aim to treat people as a whole person,
rather than just ‘a person who needs a job’ - this person has other
life experiences that impact their ability to work.
Jobcentre advisors should respect claimants more, not judge
them by their appearance, race, religion, sexuality, gender
expression, lifestyle or qualifications or lack thereof.
[They need to provide] staff who actually care about signposting
unemployed people to the right places.
[They need to provide] staff who understand what services are in
place for vulnerable people.
Support [is] needed from workers so that clients can attend the
meetings – [provision of a] child friendly room which is safe i.e.
children cannot escape.
Jobcentre advisors should be better able to deal with people
with mental health problems, people who are changing from ESA
to JSA and people who are struggling with debt.

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Claimants also questioned the way in which staff at the JCP manage
claimants with qualifications. Some experienced and educated
claimants have been asked to sign up to courses at low levels and
present training as a way to resolve their issues.
[There needs to be] Actual research into demographics of
claimants so appointments, courses, etc. can be correctly
targeted and actually useful.
Staff need to be better trained and to learn even the most basic
customer service. The government is clearly requiring them to
treat claimants like ‘scroungers’.
Staff need better training on their greetings and ‘soft skills’.
By giving us a time that suits and helps me to make my own
choices, not make us wait in a long queue.
There could have been better communication between work
coaches. The new work coach could have been less judgemental
about me..
[Staff should have] more knowledge and patience.
[They need to provide] Patient staff who know about drugs and
alcohol.
One of the claimants also suggested that it would be beneficial if staff
were more knowledgeable on drug and alcohol addiction, to avoid
further negative experiences.

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4.1 General views towards the JobCentre Plus
In total, 21 drug & alcohol service staff completed the survey.
When asked about their view of what the role of the JCP is, nine
(43%) members of staff believed that the role of the JCP was to
ensure people were able to get back into work. We also asked them
whether they think the JCP fulfils this purpose. Out of 21 participants,
four participants (19%) felt that the JCP fulfils this purpose, while
three participants (14%) said they didn’t and 14 participants (67%)
saying that the JCP believe this is the case sometimes.
When asked what their perception of a work coach or an advisor
is, service staff responded in a similar fashion and came to the
consensus that the role of a work coach or advisor is to help
individuals get into suitable work as well as supporting them where
needed.
However, there were also some instances when staff at the JCP
weren’t helpful for clients. This ranged from sanctions to not being
able to provide appropriate training opportunities for clients.
4.2 Views on negative experiences at the JobCentre Plus
Service staff were asked if their clients had reported any negative
experiences at the JCP, 20 participants responded (95%). Of the
20, 18 participants (86%) reported that their clients had a negative
experience at the JCP.
[Their role is] to monitor clients and to provide assistance with
job searching.
To coach the customer back into employment, by supporting
them to increase their employability by promoting courses and
employment opportunities.
A client had the opportunity of a part-time position and had the
offer of work which would lead to full-time employment. His
advisor told him he would have no entitlement to benefits if he
moved into work which was incorrect. The client failed to take up
the offer as he feared he, his partner and young child would be
worse off financially. He was sanctioned due to this failure.
To assist and support claimants into suitable employment. To
have at least a general knowledge of the benefit and be able to
find more information if required.
A client had suffered the bereavement of their Mum and was
having to attend a number of different appointments, one of
which happened to be on her sign up day and time. This client
was sanctioned although they had informed their work coach
why they needed to re-arrange their time.
To support clients towards work - this could be by accessing
work experience, or training courses. Also finding certain jobs to
apply for.
4.0 Service staff survey results
A work coach couldn’t find her client on our system (I stated that
if they had more information that I’d look into it further) so she
stopped the client’s claim.
One of our clients was sanctioned when volunteering with our
company. It did not help the client with their job search (they
couldn’t afford the bus to their placement).

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4.3 Views on positive experiences at the JobCentre Plus
Although service staff have reported that clients had experienced
negative instances when visiting the JCP, they also repeated positive
experiences. These range from being placed on a course to receiving
more support from advisors and gaining employment.
One person felt that strides had been made with JCP staff to adopt a
more client-centered approach, but there was recognition that more
needed to be done.
Yes, they feel bullied and harassed mainly as they don’t have
access to phones and are vulnerable members of society.
Many of our clients come in and tell us about times their work
coach has really helped them find a job - going the extra mile to
ensure the client has all the tools necessary to find work.
There are some employability coaches who sympathise and
listen to the clients to fulfil their needs.
Clients who are under 18 and have received support from the
young people’s advisors have reported feeling welcomed by staff
and have been fully supported.
Some speak highly of kind advisors. I speak to work coaches who
are obviously caring towards their clients and want the best for
them.
One client got asked to leave as her baby was crying and
couldn’t complete her claim.
Being looked/spoken down to, sanctions imposed without
sufficient warning/support, elderly staff out of touch with job
seeking and technology today. Poor Universal Jobmatch system -
highly ineffective.
He (the client) had been attending classes but went without
money for a month before a new claim was processed. This client
had help from various local organisations such as CAB to get his
claim reinstated.
Some feel that staff have been racist. We deal with those with
English as a second language. Some staff at JCP lump all those
with foreign accents together. Also some claims have been
stopped where there have been misunderstandings sometimes
due to language difficulties. Sometimes work coaches have
claimed that their clients play up their inability to understand to
work the system. One [client] was referred to do an ESOL course, which is
something they were happy with.

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4.4 Perceived improvements needed by the JobCentre Plus
When asked about the improvements that can be made to the way
staff at the JCP provide support to clients, service staff provided a
mixture of recommendations. Some staff felt that the JCP had targets
they needed to meet which had a negative impact on the support they
could provide to clients.
Others felt that JCP staff should change the approach with clients by
paying more attention to the needs and wants of a client.
Service staff were also asked about how they think negative
experiences could be avoided in the future. The responses were
mixed, but the overall insights focused around the advisors and job
coaches at the JCP communicating more clearly with clients, as well
as adopting a friendlier approach.
Take all staff offline for 2-4 weeks for a programme that includes
customer service, influencing, engagement and most importantly
IT.
Pay travel expenses, make computer access easier, free and lots
of them. Allow people to use internet to pay bills etc. and to go
on social media sites, this is the big picture!
Identifying what the customer is interested in and wants to do,
as well as looking at the current economic climate and identify
skills gaps for particular local job sectors.
Reduce their targets so they can take more time with their
clients in order to provide the best possible service.
More time for each client. Less strict [with] targets. For JCP to
realise the multiple needs of ESOL learners (although they have
realised that many need more time and should be on Income
support to start with and not JSA which is very good).
Provide a more individualised approach, empathy and
understanding in particular situations. More support to clients
who may struggle with reading/writing to complete application
forms.
Many of the negative experiences clients have could be avoided
with better communication from the job centre.
I’m sure there are many people who have positive experiences
but we don’t tend to work with those clients. It feels that there
just needs to be more flexibility to understand and meet the
needs of a large number of people who are a long way from
being work ready, their support needs are so great that they can’t
manage to engage with the current ‘one size fits all’ approach,
which I know is changing but still has some way to go.
Asking people’s preference for communication methods and
mobility.
Pay travel expenses there and then if receipts are provided i.e.
Bus fares in town (same day).
More effective communication, using a language that they
understand, delivering a service that is person focused rather
than one service fits all.

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In addition to this, some service staff felt that JCP staff need to be
able to understand that the needs of each client is different and
should adopt a client centred approach.
4.5 Client experience of being sanctioned
When asked if any of their clients have been sanctioned in the
previous six months, 15 service staff responded to this question. 12
(80%) service staff reported that at least one of their clients had been
sanctioned in the past six months.
When asked why clients were sanctioned, the top three reasons were
because a client did not attend a training programme or appointment
(58%), did not have enough jobs to apply for (58%) or the client was
more than 10 minutes late for an appointment regardless of the
situation (50%).
One service staff mentioned that their client was sanctioned because
letters were being sent to the wrong address.
When asked about the consequences of clients being sanctioned, the
top three events that followed were clients becoming more reliant on
food banks (75%), clients asking friends for money (67%) and people
not able to provide for their family, which resulted in the client’s
family struggling.
Some service staff also mentioned some of their clients had taken
more drastic action. Four service staff reported that some of their
clients were left homeless as a result of being sanctioned, four had
also reported clients who took out a loan, while three reported clients
becoming hospitalized. One service staff member also reported that a
client had attempted to take his or her own life.
When asked which of the reasons are justified for sanctioning a client,
15 service staff responded. The top reasons that are justified for
sanctioning were clients not searching for jobs (67%), not taking part
in employment schemes when a work coach tells a client to (60%),
not attending a training programme or appointment (47%) or being
dismissed from a job for misconduct (47%).
None of the service staff believed clients should be sanctioned if they
don’t attend an interview or are late for an appointment, regardless of
the situation.
Younger more proactive, engaging and inspiring staff, customer
service training, advanced IT/social media training. More tailored
service - one size doesn’t fit all.
Job Centre staff [should] take into account that some of the
roles they are advising clients to apply for can be too specialist
compared to the skills or qualifications they hold, sometimes
setting them up to fail which is disheartening for the client when
they are going on to apply for other jobs.
By work coaches properly listening and addressing client need.
Staff probably need more time to get to know their clients
but they are under a lot of pressure. Sometimes stopping a
claim seems to be seen as a success by work coaches as it gets
someone off the books.

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We conducted focus groups with JobCentre Plus claimants to
understand their beliefs and attitudes around the JCP in more depth.
5.1 Inconsistency / lack of flexibility
JobCentre Plus claimants felt that inconsistencies and lack of
flexibility within the JCP caused issues and impacted their mental
health and ability to dind work. The inconsistencies named in the
focus groups stretched from advice given by advisors and job coaches,
to being handed over from one advisor to another. Claimants felt that
more consistency in the support provided would be helpful.
5.2 Threatening staff / feel intimidated / disrespectful / fear
Claimants felt that staff at the JCP weren’t helpful based on the
experiences they’ve had. Claimants stated that JCP staff have
treated them in a disrespectful manner which often invoked fear or
intimidated them.
The week before my advisor said it was the best job search he’d
ever seen and [then] she (a different advisor) was saying it wasn’t
good enough. But my advisor told me [that my job search was
good enough] the week before, so I had a big argument with her
and she wasn’t helpful.
They (JCP) said you’ve got an advisor now…go there and I’ve seen
him the once, never seen him since. Unbelievable.
Instead of telling me I’ve failed my medical, she rings me over
the phone, proper snotty “you’ve failed your medical”. But [she]
scared me – I’ve got two kids to look after!
If [you] suddenly change from one advisor to another, you think
“can this person be nice?”.
They (JCP staff) don’t tell you everything you’re entitled to. I find
out things for myself.
When I was in the army, I felt safer to see my captain than to go
to the job office, because I’m more scared of them. That’s how I
felt.
You’re frightened of what you’re going to say. You’re frightened
[of] what to say in case they sanction you.
They’re intimidating sometimes…they don’t understand your
background.
She made me feel that uncomfortable, she intimidated me, the
way she spoke to me was disgusting.
Intimidating, unwelcoming and too many security staff. They’ll
bombard you as soon as you walk in and it makes you feel
unwelcome.

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Claimants believed that this is something that these feelings can be
eradicated through simple changes that allow them to feel more
welcomed and valued
Another issue that had a negative impact on claimants was the
communications received. Claimants shared their experience of
how receiving communications from their JCP often made them feel
anxious or nervous, and associated a letter from the JCP with negative
views.
5.3 Lack of awareness of mental health & drug/alcohol addiction /
training
Claimants felt that a major concern with how JCP staff are treating
them could be rooted in being unaware of mental health and drug
& alcohol addiction. Claimants felt that being able to understand
what their clients are experiencing would be helpful in improving
how to approach them in a better way. When a claimant was asked
what training JCP staff could benefit from, most said “understanding
recovery and mental health”.
They wanted me to attend a computer course…I’ve got a degree
and you want me to go on a level 1 computer course? That is very
intimidating to me…
They could at least put a smile on their face to make you feel
comfortable. Offer you a cup of tea and a coffee!
When they’re sending you a letter for an appointment and you
don’t know what it (the appointment) is for, that’s frightening.
They should be aware of our circumstances and not [make us
feel] frightened or terrified. Surely they can see you’re a nervous
wreck when walking into that place (JCP).
Most of us don’t want to be there. [They should] make you feel
like you’re human instead of just treating you like a number.
You get a letter through the post. They don’t explain, so you’re
there thinking “what have I done? Have I done something that I
shouldn’t have?” You’re constantly panicking.
The people in charge don’t understand where we come from.
Because I’ve been in recovery since November, I take medicine…
it’s like a process, I can’t just take medicine and next week they’ll
take you off it and you’re fit for work. I’m not fit for work, and they
don’t understand, they don’t get it.
They are made aware that medication might stop you working
with machinery, and they don’t understand. “You’re on this
medication, so what? You should be able to get a job. We’re
paying you”. They don’t see it.
From experience, you get put into the same pot. There’s nobody
that’s trained in addiction or has a good understanding. So you
get put together with people who are well. So it’s not we don’t
want to get back to work, it’s just we need a different pace.

20
5.4 No intentions of helping claimants
Claimants at the JCP felt that their advisors behaved in a way that
comes across as unhelpful to their situation. Claimants believe that
advisors don’t want to help their clients find a job or appropriate
training. Some claimants also believed that this might have put them
off in the future to receive support and be able to get a job.
5.5 Inappropriate training & job matches
Claimants believed that staff at the JCP weren’t providing appropriate
job and training opportunities to them. Some claimants had
experience of almost completing a training course but were unable
to successfully pass as they suffer from anxiety – this was something
that could have been addressed at the application phase to ensure
claimants are subscribed to courses that they are able to undertake
and complete successfully.
Some also expressed their disbelief at being instructed to attend
a course (such as Maths & English) that would not benefit them or
increase their chances of securing a job - especially training and
qualifications they have already done.
They force you to take it, and if you don’t they get arsey with you.
To me it just feels like they’re ticking boxes “she’s got that
interview, we know she’s not going to get it”.
I went there for help but they made me worse than when I went
there. Made me worse. Never again.
[I am] unemployable, [they] don’t understand me and haven’t got
time for me.
They put pressure on you, they don’t understand they put
pressure on you and you go out and do what you did before.
You don’t get treat[ed] with respect.
I thought they’re (the JobCentre) going to help me get a job,
biggest mistake of my life….
There’s jobs you wouldn’t think of doing “I’m not qualified to do
that/I’m not physically fit enough to do that job” but they’ll try to
send you to do those jobs.
My experience is they didn’t match me with a job that I could do.
“That job’s there so you apply for it”. Doesn’t matter if I don’t have
the skills for it, that job’s there so you apply. And if you don’t then
we’ll talk to you about taking your money off you.
They’ve tried to put me on two months of courses…and then
they’ll stick me in a factory after. I’ve always been a lorry driver…
sticking me in a factory is like…no.
I’ve got O-levels in maths and English and they’ve put me on a
maths and English course. It really annoyed me, I’m thinking “I’ve
got qualifications for maths and English so why would you put me
on this course?”.

21
5.6 Impact sanctions has on mental health & wellbeing / risk of
relapsing / suicide
Claimants reported that sanctions had had severe health and
wellbeing consequences. Claimants reported that sanctions often
resulted in them relapsing as well as suicide attempts. When asked
what being sanctioned meant to them, one participant responded
by saying “It means you could lose your house, where you’re living,
for no reason… We have to survive, they don’t see that. They’re not
bothered…they’re not interested”.
Sanctioning, and the fear of being sanctioned has led some to change
their behaviour or refrain from voicing their opinions to avoid being
sanctioned. Many fel they have lost their voice.
Others also felt that sanctions were politically motivated to segregate
individuals with mental health and addiction issues from society.
I ended up relapsing because it threw me into proper panic
because they threatened sanctioning me and I had to get my
life back into order… he threatened to sanction me…I ended up
relapsing. And I know it happens to a lot of people.
I went last month and the lady said “you’re sanctioned”. I said
why? She said “oh, you didn’t come to this thing…a four week
catering course” I said I didn’t have a say in it. I suffer from anxiety
she said “hang on, I’ll fill this” and you’re thinking “crickey!”
What’s going through your head? Your house and your daughter
go through your head.
They threaten you with sanctions if you can’t do this, can’t do
that. I had a mate who couldn’t read and write, couldn’t do his job
search and they stopped his money for six months and he killed
himself.
They threaten you with sanctions if you can’t do this, can’t do
that. I had a mate who couldn’t read and write, couldn’t do his job
search and they stopped his money for six months and he killed
himself.
When they sanctioned me, my reaction was to take a lot of pills
and that’s what I did.
I’ve had a friend who has been sanctioned and I’ve seen the
effect. She was in a right state, she had nothing in her house, she
was struggling as it was…everything that was going on in her life,
and then being sanctioned. She had no food in the house, she had
no money to buy food, but it was the stress and pressure they put
on her and she took her life after being sanctioned.
I said “can you get me [on a] course?” and they (JCP staff) said
“oh we can’t pay for that, it’s in Newcastle. What do you want me
to do? Because they kept saying there’s nothing in Middlesbrough
for training. What am I supposed to do?”.
I’m probably one of the lucky ones that haven’t been sanctioned
as yet. But I learned to bite my tongue, “come on, you know what
happens, bite your tongue. Take what they give you”.
I’ll tell you why. We are scum. That is all it boils down to. To the
Tories, we are the lowest of the low and that is what it boils down
to.

22
5.7 Privacy & confidentiality
Claimants had some concerns about privacy and confidentiality at
the JCP. One of the concerns raised was that advisors were informing
potential employers of mental health and addiction issues without
the consent of the claimant.
5.8 Role of security
The role of security guards at the local JCP negatively impacted on
claimants. They felt intimidated by security guards, often feeling
unwelcome when they visit. Claimants also reported that security
guards exercused an unnecessary and unwarrented “power”. On many
occasions they have denied claimants from waiting inside, if they
arrived early for their appointment.
The surroundings (need to be) more private…what you discuss
with your advisor is personal.
They breacheached [confidentiality]…they told employers the
situation. To me, the information I told them when I first went to
sign on is confidential, and they breached it. It went on for about
18 months. Eventually I got a letter of apology.
I find it uncomfortable, because you’re sat there with an advisor
and somebody else behind you. So the woman is talking (to) me
really low so they can’t hear, I can’t hear her speaking.
I used to get in 10 minutes early every time, because I was
scared…two minutes late, they’d call your name…and you see
people come in a long time after you’ve come in and you think
how come he’s gone in there? I’ve been sat here…you daren’t say
anything in case they’ll jump down your throat.
Security guards come up to you “oh, what are you in for? I barred
you. When’s your appointment? Can you wait outside can you do
this? It’s not till then”.
They (carer) might be looking after them and the security guard
might say “oh you, wait outside”. That person might be like
myself, I’m deaf.
That’s what they did to me the other week. I’m 10 minutes early
and I showed them the letter, they told me to go outside. I told
them no, I’m sitting in there, that’s what the woman (advisor) told
me. He [the security guard] said no you’re going out there…I took
his name card and said I was going to [make] a complaint.
[There are] too many security staff. They’ll bombard you as soon
as you walk in and it makes you feel unwelcome.
In once case, a claimant described how their carer was not allowed to
attend the appointment. She was deaf and needed the support but the
carer was forced to stand outside.

23
This insight pack was prepared by Social Change UK on behalf of
Middlesbrough Council
www.social-change.co.uk

Insight Research Perceptions of Claimants Report

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