Stressful and draining: My reality of visiting the job centre

In this blog I share my experience of a recent job centre visit which left me feeling fearful and angry. I hope that by sharing my experience I can help to show policymakers how it feels to be in my shoes and push for change.

I am an unpaid single parent carer to my young adult daughter who has autism. We live in Scotland and I claim adult disability benefit and Carer’s Supplement from Social Security Scotland, and Universal Credit from DWP. I have tried my best to ensure I comply with the rules and check my journal daily out of fear of losing the benefit. The Scottish Social Security employees are compassionate and I feel confident contacting them. However my recent experience with Jobcentre shows that DWP do not always treat claimants in the same way. 

I recently had to open a new basic bank account for my benefits to be paid into, under stressful circumstances. I contacted Scottish Social Security by phone who promptly changed the details with no questions. However, in order to complete the change of bank account for UC, I received an appointment to attend the job centre with proof of the new bank account.

The job centre is in a city which is a 15-20mins drive away. However, I do not drive and rely on the bus service which winds round surrounding villages taking approx. 1.5 hours each way. My bus pass had expired so it cost me £10.20 for a day return ticket. I was angry with myself as I let this slip but I had been unwell. As an unpaid carer, without support, I cannot simply take a day off. I walked another 20 minutes from the bus station to the job centre. When I arrived at the job centre there were a number of police outside, attempting to calm a man who they then put in the back of a van. Witnessing this only increased my anxiety. 

At the door of the job centre there were 2 security guards bantering with another woman. I felt uncomfortable giving my name to the receptionist with them listening. One security guard said he would happily "Take me upstairs" which made the woman and other guard laugh. I felt uncomfortable at their unprofessional attitudes. He held a door and called me "Darling". He loudly called across the open plan office to the advisor I had an appointment with to say I was here. I felt embarrassed at how the staff treated me. What made them think it was acceptable to talk to me like that?

I was asked to provide proof of my change of bank account by the advisor. I gave them a letter from the bank. The advisor asked my personal details and passwords of my UC account. My mind went blank with the anxiety. He looked at me and kept asking me for my details. He asked my place of birth, which is Germany. I was taken aback with questions of when exactly I came to the UK and he made a joke of me being an immigrant. It felt surreal. He asked for proof of who I was with a driving licence. I do not have a driving licence due to seizures from an old head injury. He looked at me as if he did not believe me. I was now thinking is this a wind up? Was Ant and Dec going to pop out behind the door? He then asked if I had a passport, I do but they never asked me to bring it.

I stayed as calm as possible, but was shaking inside with fear and anger at their attitudes towards me. Do they treat other benefit claimers this way? I felt drained on the bus journey home. I went over in my head the questions and how the job centre staff spoke to me. Do I make a complaint and who to? Had I evidence of what they said and how they said it? Was I overreacting of their behaviour due to being triggered by previous domestic abuse? Am I a terrible person for claiming UC? My self esteem is very low at present, and the experience of this job centre appointment made me feel worse.

My interactions with Social Security Scotland show that a system based on dignity and respect is possible. I want Jobcentre Plus and DWP to also commit to these principles and treat everyone with compassion, no matter their circumstances.