ESA claimants most unhappy with Job Centre experience

Employment and Support Allowance (ESA) claimants are the most dissatisfied with their service from the Job Centre, according to the Department for Work and Pensions (DWP).

Those with a longstanding illness, health problem or disability which limited their daily activities were also less likely to be satisfied overall.

The DWP said higher levels of dissatisfaction for ESA claimants may relate to the higher levels of conditionality these claimants now face as part of the benefit.

"However, further analysis suggests that there are also transaction specific issues, including, the time taken to resolve contacts, the suitability of suggested jobs and the understanding and confidence in the benefit amounts they are receiving," it added.

Paradoxically the survey of Job Centre Plus (JCP) customers found that staff were blamed as the biggest problem faced, but were also rated as the best element of the services provided.

Nearly one in five (17%) of those claiming or receiving ESA said they were very or fairly dissatisfied with service they received compared to just 10% overall.

They were also less likely to be very satisfied (only 23% compared to 34% overall) with their JCP contact.

The figures are similar for people with a longstanding illness, health problem or disability, where 16% said they were unhappy about their service.

While all disability groups were less satisfied than the overall population, people suffering fatigue or stamina problems (71% satisfied) or sensory problems (75%) were the least content.

Overall, the report found that respondent feedback was positive with 88% of respondents saying they were satisfied with the service.

A third (33%) of respondents said that improving staff would be the best way to improve their experiences while half (51%) said staff were the best thing about Job Centre plus.

The DWP noted that: "this showed that customers' experience with staff can differ greatly, but also that the service received from staff is an important and memorable area of the service experience as a whole."

Responses about staff conduct included:

‘Staff should treat you as an individual not as a statistic, and not assume everyone's situation is the same,'

‘They could spend more time with customers, giving us more information and not being judgemental. They should treat customers with respect and be more helpful.'

Other replies raised concerns about insufficient information being supplied about the benefits someone is entitled to and those available once in work.

They also cited too much jargon being used causing confusion to claimants.