Title
Contents
Acknowledgements 6
The Authors 7
Summary 8
1. Introduction 13
1.1 Policy context 14
1.2 The aims and objectives of the study 16
1.3 Research design and methods 17
1.4 Sampling and Recruitment 18
1.5 Structure of the report 20
A note on the use of verbatim quotations 20
2. Claimants' knowledge and understanding of reporting changes in circumstances 21
2.1 Awareness of the requirement to report changes in circumstances 22
2.2 What kinds of change are reportable? 23
2.2.1 Paid work 24
2.2.2 Other changes to household income or capital 25
2.2.3 Home and household changes 25
2.2.4 Health changes 26
2.2.5 Other types of change 27
2.3 Discussion 28
3. Claimants' sources of knowledge and views on their adequacy 29
3.1 Claimants' sources of knowledge 29
3.1.1 Official sources of information 30
3.1.2 Informal and other sources of knowledge 31
3.2 Claimants' views on official sources of information 32
3.2.1 Views on amount and content of information 32
3.2.2 Views on format of information 35
3.3 Discussion 36
4. Reporting changes in circumstances: influences on behaviour 38
4.1 Knowledge and understanding of the requirement to report changes 39
4.1.1 Knowing that change in this 'circumstance' is reportable 39
4.1.2 Conceptualisation of 'change' in circumstances 40
4.1.3 Perceptions of the effect on benefits 43
4.2 Understanding and experiences of the benefit system 44
4.2.1 Understanding the benefit eligibility criteria 44
4.2.2 Perceptions of structural linkages 46
4.2.3 System 'triggers' 47
4.2.4 Previous experiences of benefit administration 47
4.3 Context of the change in circumstances 48
4.3.1 Personal circumstances surrounding the change 48
4.3.2 Anticipated responses of others 49
4.4 Discussion 50
5. Experiences and consequences of reporting changes in circumstances 51
5.1 Methods of reporting changes in circumstances 52
5.2 Experiences of reporting changes in circumstances 53
5.3 Consequences of informing about change 54
5.3.1 Processing delays, administrative errors and financial impacts 54
5.3.2 Anxiety, confusion and frustration 56
5.4 Experience of benefit overpayment and overpayment recovery 58
5.5 Discussion 60
6. Conclusions, discussion and policy implications 61
6.1 Introduction 61
6.2 Barriers to reporting changes in circumstances 62
6.2.1 Knowledge deficits 62
6.2.2 Avoidance behaviour 63
6.2.3 Deliberate withholding 63
6.3 Policy options for preventing error 65
6.3.1 Administrative options for preventing error 65
6.3.2 Structural options 68
6.4 Policy options for removing error - reviews and checks 69
6.5 Concluding observations 69
Appendix - Topic guides 71
References 90
Table 1.1 Longitudinal design of study 17
Table 1.2 Target and achieved samples 19
Table 1.3 Actual receipt of benefits of achieved sample 19
Figure 1.1 Total overpaid benefit expenditure between 2000/01 and 2005/06 14
Figure 6.1 The claimant perspective on whether to report changes 64