We’re conducting research to gain a deeper understanding of the experiences of marginalised individuals in Wales as they navigate the current benefits system.  

We aim to identify the key challenges and barriers that prevent them from accessing the support they are eligible for and to find ways to make it work better for them.  

This work focuses on two main areas: understanding people's experiences through user research, and testing whether we can design better, more streamlined services. 

Our research looked specifically at three Welsh benefits: free school meals, the School Essentials Grant, and Council Tax Reduction. We wanted to understand what stops people from getting the support they're entitled to and how we might make these benefits more accessible.  

We spoke to 31 people from marginalised groups including carers, disabled people, people from minority ethnic backgrounds, those with no recourse to public funds, and single parents. We also interviewed 10 proxy users - people from charities and third sector organisations who work closely with these communities. 

Findings 

What we found was concerning but not surprising. Many people simply don't know what benefits they're entitled to or where these benefits even come from. Application forms are often too complex and inaccessible, creating barriers that prevent people from applying.  

The emotional toll is significant too - people told us the system feels "awful and degrading" and described feeling fearful and distressed when trying to access support they need. One person stated: 

“The whole thing is just awful and degrading, it makes you think, is your life worth living"

There are also practical problems. Different local authorities administer benefits in different ways, creating a postcode lottery. Communication between organisations is disjointed, making the process even more confusing for people who are often dealing with traumatic life events.  

But there's hope in what people told us. Many suggested that a "one stop shop" approach would make things much simpler.   

"You'd think it would be a streamlined process where if you're eligible for Universal Credit you're given Free School Meals and School Essentials Grant." 

We're now finalising our recommendations and will be sharing both a summary report and a more detailed analysis in the coming weeks.  

This research gives us a clear picture of where we need to focus our efforts to make Welsh Benefits truly accessible to those who need them most. 

The voices of people with lived experience are at the heart of this work. We’d like to extend a massive thank you to those who’ve given their time to share their experiences.

Watch the latest show and tell for more information and sign up for project updates.