Social Security Scotland has reaffirmed its commitment to fairness, dignity, and respect in response to the Scottish Commission on Social Security’s (SCoSS) scrutiny report on how the agency meets the expectations of Our Charter for people with communication needs.
Key Findings from SCoSS
The Commission found that clients with communication needs generally have better experiences with Social Security Scotland than with the Department for Work and Pensions. Staff were described as approachable, questions clearer, and processes less intrusive. However, gaps remain in consistently recognising and recording communication requirements.
Social Security Scotland’s Response and Recommendations
The agency accepted the majority of recommendations and outlined actions to strengthen inclusive communication practices:
- Accurate Recording of Communication Needs
Ensure that client records clearly capture communication preferences so individuals do not have to repeat their requirements at every interaction. - Proactive Identification of Accessibility Needs
Train staff to ask about communication needs early in the process rather than waiting for clients to request support. - Consistency Across All Channels
Apply inclusive communication standards in letters, phone calls, online services, and face-to-face interactions. - Staff Training and Awareness
Expand training on inclusive communication, including alternative formats (e.g., Easy Read, British Sign Language, audio) and assistive technologies. - Monitoring and Reporting
Introduce regular audits and feedback mechanisms to track how well communication needs are being met and identify areas for improvement. - Collaboration with Stakeholders
Work with advocacy groups and people with lived experience to co-design improvements and ensure services remain accessible.
These steps align with the agency’s equality commitments and its Mainstreaming Equality Report (June 2025), reinforcing the principle that social security should be accessible for everyone.
Why This Matters
Inclusive communication is essential for removing barriers and ensuring people with communication needs can confidently access their entitlements. By acting on these recommendations, Social Security Scotland aims to deliver a service that truly reflects the principles of Our Charter.
For the full response and detailed recommendations, visit Social Security Scotland’s publication page.