Ymchwil gymdeithasol Social research Number: 66/2015 An assessment of the implementation of the ‘Better Advice, Better Lives’ scheme: Final Report 1 An assessment of the implementation of the ‘Better Advice, Better Lives’ scheme: Final Report Arad Research Views expressed in this report are those of the researcher and not necessarily those of the Welsh Government For further information please contact: Dr Semele Mylona Social Research and Information Division Knowledge and Analytical Services Welsh Government Cathays Park Cardiff CF10 3NQ Email: [email protected] Welsh Government Social Research, 25 November 2015 ISBN 978-1-4734-5104-9 © Crown Copyright 2015 All content is available under the Open Government Licence v3.0, except where otherwise stated. http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/ Table of Contents Glossary of Terms ................................................................................................. iii 1 Introduction .................................................................................................... 1 2 The Structure and operation of BABL ............................................................. 2 2.1 Background / overview ...................................................................................... 2 Better Advice: Better Health (BABH) ........................................................................ 2 Benefits take-up for families with disabled children................................................... 3 Council tax reduction and housing benefit take-up ................................................... 3 Adviceline Cymru ..................................................................................................... 3 2.2 Delivery models................................................................................................. 4 2.3 Better Advice: Better Health .............................................................................. 4 Location ................................................................................................................... 4 Focus BABH delivery in deprived areas ................................................................... 5 Promoting BABH to healthcare and other service providers ..................................... 6 Referral routes in to BABH ....................................................................................... 7 Branding and promotion ........................................................................................... 8 Session delivery models ........................................................................................... 8 2.4 Families with disabled children .......................................................................... 8 Referral routes ......................................................................................................... 8 Delivery of advice and support ................................................................................. 9 Meeting targets ........................................................................................................ 9 2.5 Council Tax and Housing Benefit ...................................................................... 9 Referral routes ......................................................................................................... 9 Delivery of advice and support ............................................................................... 10 2.6 Flexibility within the BABL service delivery model ........................................... 10 3 BABL Clients ................................................................................................ 13 3.1 The advice provided ........................................................................................ 13 3.2 Who receives advice and what their problems are ........................................... 13 Mental health ......................................................................................................... 14 Location ................................................................................................................. 15 3.3 How clients learn about BABL ......................................................................... 15 3.4 How clients perceive the service ..................................................................... 16 Client satisfaction ................................................................................................... 17 Suggestions for change .......................................................................................... 18 3.5 Effects of Advice ............................................................................................. 18 Confirmed Gains .................................................................................................... 19 i Benefit Take-up ...................................................................................................... 20 Wider effects .......................................................................................................... 20 Non-financial Outcomes ......................................................................................... 21 3.6 Case Studies of clients .................................................................................... 22 3.7 Section conclusions ........................................................................................ 25 4 Conclusions and Recommendations ............................................................ 26 4.1 Recommendations .......................................................................................... 27 Appendix 1 Methodology .................................................................................... 29 Appendix 2 – Literature Review ........................................................................... 32 ii Glossary of Terms Better Advice, Better Advice, Better Lives (BABL) is a Project delivered by Citizens Advice Better Lives Cymru which provides advice on specified benefits to particular target groups (BABL) in a range of ways. The project offers four different strands of advice: Better Advice, Better Health (BABH) Benefits available to households with children with disabilities Council tax reduction and housing benefit The Adviceline Cymru telephone service Better Advice Better Advice Better Health (BABH) is one strand of advice delivered under Better Health BABL. It has been operating across Wales since 2001 with Welsh (BABH) Government funding but in 2012-13 this changed and it is now funded under BABL. BABH aims to improve the health and well-being of the population by delivering advice, such as debt and welfare benefit advice, in primary health care locations to those who may not access high street services. Carer's Carer’s Allowance, which used to be called Invalid Care Allowance, is a social Allowance security benefit paid by the Department for Work and Pensions (DWP). It is a benefit to help individuals who look after a disabled person. An individual does not have to be related to, or live with the person they are caring for. Carer’s Allowance, plus any child dependency increases is included as income for tax credits purposes. Citizens The Citizen’s Advice Bureau Service is the largest integrated network of Advice independent advice agencies in Wales. This service is delivered from Bureau (CAB) individual offices across Wales. Each office is known as a Citizen’s Advice Bureau. Each Citizens Advice Bureau provides core advice on consumer issues, welfare benefits, housing, taxes, health, money advice, employment, family and personal matters, immigration and nationality and education. Citizens Citizen’s Advice Cymru is the largest national advice charity for Wales which Advice Cymru has a network of bureaux across Wales - all individual charities. Every Citizens Advice Bureau is a member of Citizens Advice Cymru. Citizens Advice Cymru holds contracts for a number of Wales-wide initiatives and sub- contracts to Citizens Advice Bureaux for delivery. Confirmed Confirmed gains is the main reported effect of BABL. This is where a service gains user gains a new award or an increase to their benefit following advice from the CAB. Council Tax Council Tax is a tax on domestic property collected by the local council which (CT) is then used to pay for local service. An individual may be entitled to a council tax reduction if they are low on income or receive benefits. Disability Disability Living Allowance (DLA) is a social security benefit paid by the Living Department for Work and Pensions (DWP). An individual may be entitled to Disability Living Allowance if they are aged under 65 and have required help Allowance with personal care or have had walking difficulties because of a physical or (DLA) mental disability for three months and are likely to require this help or have these difficulties for at least another six months. From 2013 to 2016, Personal Independence Payment will replace Disability Living Allowance for every claimant of working age. iii Employment Employment and Support Allowance (ESA) provides financial help to people and Support who are unable to work because of illness or disability. It is paid by the Allowance Department for Work and Pensions (DWP). There are two types of ESA: Income-related ESA (ESA) Contribution-based ESA. Contribution-based ESA is included as income for tax credits purposes. Housing Housing benefit is a payment made by a local authority to help the recipient Benefit (HB) pay all