UK: Automated Benefits System Failing People in Need

A man in a beanie and jacket holds bags of groceries
The five-week wait for his first Universal Credit payment forced dad of three “Zach L.”, a sales assistant, into debt. The government’s flawed calculation model also caused his payment to drop from £1024 in September 2019 to £471 in October. Struggling to support his partner and three children, he has been forced to rely on the foodbank. But the food parcels are ill-suited to their 6-month old’s needs. “They can’t give us nappies, which are essential for the baby. They can’t give us wipes, which are essential for the baby. The baby just started weaning, which means he needs baby food, which they can’t provide.” © 2020 Samer Muscati/Human Rights Watch
A woman in a black t-shirt poses for the camera
Single mother of two “Janet R.”, who works full time at a college student advice center, was shocked to learn that her first Universal Credit payment would be far less than what she needed to pay the rent and support her two children, one of whom has a disability. She ended up borrowing money to cope and overdrawing her bank account. “I am living on whatever I can find in my cupboard at the moment,” she said when we spoke in March 2020. “I skip a meal so my children can eat and to ensure the bills are paid.” © 2020 Janet R.
A man in a jacket and glasses sits while posing for the camera
In May 2019, “John S.” was eager to work again after a period of illness, and found a job at a garden center in Newcastle. But he ran into financial problems almost as soon as he started work. The government’s flaw method for calculating Universal Credit started causing unpredictable fluctuations in his payments. “I am behind on my rent, my Council Tax, my water [bill] is in arrears”, John said. “I am £2500 in debt because of Universal Credit.” © 2020 Samer Muscati/Human Rights Watch
A woman in a gray sweater and glasses poses for the camera
Penny Walters is a charity worker in Newcastle. Applying for Universal Credit online was a steep learning curve – she worked in factories and kitchens all her life and was not familiar with computers. The stringent process of verifying her identity and income history was “anxiety-inducing.” “Because everything is online, that’s harder…If I don’t pay the rent…[or] I don’t have me [my] name on the council tax or the utility bills, I am a ‘no’ person.” © 2020 Amos Toh/Human Rights Watch
A man in a blue jacket stands outside of a building
In 2018, dad of three "George S." lost his job at a tin company and started claiming Universal Credit. The Department for Work and Pensions, the government’s social security ministry, has sanctioned him for failing to submit proof online showing that he is looking for a job – a requirement he has struggled with because he cannot read or write. During the months he was sanctioned, he says his Universal Credit payments were cut in half. “The sanctions affected the children”, said George, “I can’t buy clothes for them or food. That’s why I come to the foodbank.” © 2020 Samer Muscati/Human Rights Watch
A woman blue and red plaid shirt poses for the camera
“Mary G.” applied for Universal Credit in September 2019, after she was let go from her old job. Her first payment was about £200. “There’s something wrong, I thought. It’s too low,” Mary said. Because she received her last set of wages after she applied for Universal Credit, this was counted against her first payment. If she had waited a week to apply, she would have received about £100 more. Although she feels “shortchanged,” she feels lucky that she can rely on savings from her previous job.  © 2020 Samer Muscati/Human Rights Watch
Region / Country

Related Content

Europe/Central Asia
A UK government web page that says "Welcome to GOV.UK"

September 29, 2020

Report
Automated Hardship
Amos Toh
Senior Researcher, Artificial Intelligence and Human Rights, Technology and Human Rights