The Department for Work and Pensions (DWP) is under intense scrutiny following a damning review of Carer’s Allowance that exposed widespread systemic failings. The controversy stems from what critics describe as a “misleading” update issued to claimants of this single benefit.
Neil Couling, the DWP’s top civil servant responsible for Carer’s Allowance, has come under fire after blaming carers themselves for a decade of administrative failures. This stance has drawn sharp condemnation from experts and advocacy groups.
Professor Sue Yeandle, the UK’s foremost authority on unpaid carers, challenged the DWP’s narrative, highlighting that ministers and senior officials have downplayed the scope of these failures. “The claims that only a small minority were affected are seriously misleading,” she said.
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Helen Walker, Chief Executive of Carers UK, reinforced this view: “This issue affects far more people than the DWP acknowledges. The scale of distress and financial hardship caused to carers is immense and cannot be overstated, as revealed in Liz Sayce’s thorough report. Suggesting this is anything less than a systemic failure stretching over many years is simply unacceptable.”
The Sayce review urges swift and transparent action on longstanding problems, many of which the DWP should have addressed years ago. Yet Professor Yeandle remains skeptical about the department’s commitment, stating, “The official responses and internal memos do not inspire confidence that senior officials will tackle these issues with the necessary urgency and dedication.”
In response, Peter Schofield, the senior-most civil servant at the DWP, expressed regret and pledged to resolve the problems. A departmental spokesperson added: “We inherited a system that failed carers, but we are taking decisive steps to correct these issues and restore trust. We have accepted the majority of Sayce’s recommendations and are already implementing changes, including hiring additional staff to prevent carers accumulating large debts, revising internal guidance, and ensuring communication to carers is clear and informative.”
The spokesperson also confirmed that the department will reassess affected cases, with potential adjustments including debt reductions, cancellations, or refunds for tens of thousands of carers. Furthermore, efforts are underway to modernize the benefit system to prevent future failures.