Holding the DWP to Account

This week I led an Adjournment Debate in Parliament to highlight a deeply concerning issue: the ongoing failures in communication between the Department for Work and Pensions (DWP) and Social Security Scotland (SSS). These failures aren’t abstract administrative glitches, they are causing real hardship for vulnerable people in North East Fife and across Scotland.

Over recent months, I’ve been supporting several constituents whose cases reveal systemic problems in how the two agencies share information, particularly around Carer Support Payment and underlying entitlement once someone reaches State Pension Age. When the DWP gets this wrong, the consequences can be severe: wrongful deductions, months of confusion, and in some cases, people left without enough money for food or essential bills.

During the debate, I set out the scale of the problem. In one case, DWP officers repeatedly contacted a vulnerable constituent directly, despite clear instructions to communicate through my office, causing significant distress. They were also given contradictory information, including being told that voicemails could not be left, which simply wasn’t true.

I also raised my concern that many carers, when faced with confusing or incorrect advice from the DWP, might feel pressured into giving up their underlying entitlement altogether, a decision that could have long‑term consequences.

After the debate, I reflected on just how serious these issues are:

“This debate might sound dry, but the reality is that these communication errors have a huge human cost.

"I have constituents who have had to go without food and other essentials as a result of the DWP’s errors. That is simply not good enough.”

These are people who are already stretched to breaking point - carers, older people, and those with health conditions. They should not be left to navigate a system that can’t even communicate with itself.

What happens next

I pressed the Minister for clear answers:

• What is the DWP doing to fix the underlying error?

• How will they ensure staff properly understand Scottish benefits?

• What engagement is happening with the Scottish Government?

• And crucially, how will carers who have been underpaid or wrongly advised be identified and supported?

I was encouraged that the Minister expressed a willingness to work closely with the Scottish Government and with me to resolve these issues. But warm words must now be followed by action.

You can see the Minister's response and the full debate here.