0:00:02 > 0:00:04That's all we have at the moment.
0:00:04 > 0:00:06Life on benefits can be tough.
0:00:06 > 0:00:09The government in Westminster is undertaking a shake-up
0:00:09 > 0:00:10of the welfare system.
0:00:10 > 0:00:13The aim is to focus payments on those in greatest need
0:00:13 > 0:00:15and help claimants into work.
0:00:15 > 0:00:19They are also aiming to cut £12 billion from the spend on benefits.
0:00:19 > 0:00:21Do you think you could do this yourself?
0:00:21 > 0:00:23Tighter rules have been introduced...
0:00:23 > 0:00:27Filling those forms is an absolute nightmare.
0:00:27 > 0:00:29..new systems...
0:00:29 > 0:00:31It can drive you mental.
0:00:31 > 0:00:33..and stiffer penalties.
0:00:33 > 0:00:36It's not right, them just cutting our money like that.
0:00:36 > 0:00:38Vulnerable and disabled people,
0:00:38 > 0:00:42even those who are ill, say they are being pushed to the limit.
0:00:42 > 0:00:46I don't see why we should be punished for having a spare bedroom, anyway.
0:00:46 > 0:00:50If it's just me that's not getting the help, who else is suffering in this world?
0:00:50 > 0:00:53In the Bridgend area, we followed people for ten months, to see
0:00:53 > 0:00:57the impact on some of those who are experiencing the changes and
0:00:57 > 0:01:03how challenging benefits decisions can be complicated and stressful.
0:01:03 > 0:01:05Why should I have to fight against it?
0:01:05 > 0:01:09But that's what it takes. And a lot of people would have given up.
0:01:10 > 0:01:12A lot of people would have given up.
0:01:12 > 0:01:17This is the reality for those who are battling with benefits.
0:01:30 > 0:01:35Over the last four years, the benefits system has been transformed.
0:01:35 > 0:01:39And those on disability benefits are seeing big changes being phased in.
0:01:41 > 0:01:45Disability Living Allowance is being replaced by a new benefit,
0:01:45 > 0:01:47Personal Independence Payments.
0:01:48 > 0:01:55And 1.75 million people across the UK are having their disability needs reassessed.
0:01:59 > 0:02:04The government says this will mean only those who really need the benefit will get it.
0:02:08 > 0:02:11In Bridgend, 17-year-old Tiffany Davies is trying to call
0:02:11 > 0:02:14her doctor's, because she's twisted her ankle.
0:02:24 > 0:02:27Tiffany was born with a serious level of sensorineural hearing loss,
0:02:27 > 0:02:30which also affects her speech.
0:02:30 > 0:02:33Sometimes, she has to rely on lip-reading
0:02:33 > 0:02:37and most everyday communication is a challenge for her.
0:02:39 > 0:02:41- 'Good afternoon.'- Hello...
0:02:41 > 0:02:43INDISTINCT
0:02:43 > 0:02:44Your name. >
0:02:44 > 0:02:46- 'Hello.'- Hiya, my name's Tiffany.
0:02:46 > 0:02:48Can I make appointment please?
0:02:48 > 0:02:50'You need a what, sorry, love?
0:02:50 > 0:02:52The receptionist struggles to understand Tiffany.
0:02:52 > 0:02:54- 'Hello.'- Hello.
0:02:54 > 0:02:56And Tiffany can't make out what she is staying.
0:02:56 > 0:02:57Hello.
0:02:57 > 0:02:59LINE GOES DEAD
0:03:02 > 0:03:03It's frustrating for her.
0:03:10 > 0:03:13When Tiffany's hearing and speech difficulties were
0:03:13 > 0:03:18diagnosed as a child, she qualified for Disability Living Allowance,
0:03:18 > 0:03:22but when she turned 16, her £76 per week DLA benefit ended.
0:03:22 > 0:03:27Tiffany had to reapply for the new Personal Independence Payments,
0:03:27 > 0:03:29but she was turned down.
0:03:31 > 0:03:36She lives at home with her mum Marie, a lone parent
0:03:36 > 0:03:39who has no financial support coming in, other than benefits.
0:03:41 > 0:03:45Tiffany is the eldest of four siblings.
0:03:45 > 0:03:48Chloe, Josh, Ryan and Cam.
0:03:48 > 0:03:53Marie also has a speech impairment and a club foot
0:03:53 > 0:03:56and her Disability Living Allowance is also being reassessed.
0:03:56 > 0:04:01With Tiffany's DLA ending and other benefit cuts,
0:04:01 > 0:04:06the family are living on almost £300 per month less than a year ago.
0:04:07 > 0:04:11I've still got my DLA at the moment.
0:04:11 > 0:04:13That's the only thing that keeps me going
0:04:13 > 0:04:15every month when I get it, just to help, sort of,
0:04:15 > 0:04:18for the kids' clothing and school stuff.
0:04:18 > 0:04:21That's why, every time she's asked me for money, I feel bad.
0:04:21 > 0:04:23I say, "Look, Tiff, I haven't got any money."
0:04:27 > 0:04:30- INTERVIEWER:- She's got some worries about money, hasn't she?
0:04:45 > 0:04:50Tiffany is in her final year at college, on a catering course.
0:04:50 > 0:04:53In term time, she gets a means-tested £30 per week allowance,
0:04:53 > 0:04:56which goes towards her college expenses.
0:05:05 > 0:05:08For two years, Natalie Ryan's been unemployed
0:05:08 > 0:05:10and claims Jobseeker's Allowance.
0:05:10 > 0:05:13She fills some of her time volunteering
0:05:13 > 0:05:16at this cat rescue centre, just outside Bridgend.
0:05:16 > 0:05:19It means the world to me, volunteering.
0:05:19 > 0:05:21It gives you a routine.
0:05:21 > 0:05:23You have to set your alarm,
0:05:23 > 0:05:25you have to get up, you have to have breakfast,
0:05:25 > 0:05:27you have to leave the house.
0:05:28 > 0:05:30And I love cats.
0:05:30 > 0:05:32SHE LAUGHS
0:05:32 > 0:05:36Natalie hopes this experience will help get her back into work.
0:05:39 > 0:05:41If I did have a job interview,
0:05:41 > 0:05:43whereby I did get a job,
0:05:43 > 0:05:48I'd feel very proud to say this is what I do in my spare time
0:05:48 > 0:05:50and it shows future employers
0:05:50 > 0:05:53that you've got a good work ethic, as well.
0:05:56 > 0:05:58She's got qualifications
0:05:58 > 0:06:00and she's doing everything the government
0:06:00 > 0:06:02expects of her to find work,
0:06:02 > 0:06:04but she's not finding it easy.
0:06:04 > 0:06:07I've been unemployed for two years.
0:06:07 > 0:06:10The last job I had was a zero-hours contract.
0:06:10 > 0:06:12I was there for ten months...
0:06:14 > 0:06:19..and they decided not to give me a permanent contract.
0:06:19 > 0:06:21And they let me go.
0:06:21 > 0:06:26And I've just been sending CVs off on a regular basis.
0:06:28 > 0:06:32Despite all the setbacks, Natalie's more determined than ever
0:06:32 > 0:06:34to get back into paid work.
0:06:40 > 0:06:45There are 122,000 people in Wales on Jobseeker's Allowance.
0:06:45 > 0:06:48Each claimant has a Job Centre work coach,
0:06:48 > 0:06:50who supports them getting back to work.
0:06:50 > 0:06:54The majority, though, of those claiming benefits
0:06:54 > 0:06:58do so because poor health or injuries prevent them from working
0:06:58 > 0:07:02or they have disabilities for which they need care and support.
0:07:02 > 0:07:04I have to have someone with me, don't I?
0:07:04 > 0:07:07I'm not really allowed on my own, so I have to go out with somebody,
0:07:07 > 0:07:11otherwise I'll forget where I'm going or stuff like that.
0:07:11 > 0:07:15- Car, road.- Yeah. I don't look both ways in the car.
0:07:15 > 0:07:17My concentration's really bad.
0:07:17 > 0:07:2018-year-old Jade Owen, Tiffany's best friend,
0:07:20 > 0:07:22has cerebral palsy.
0:07:22 > 0:07:24She's got complex needs,
0:07:24 > 0:07:26and relies on all kinds of support.
0:07:26 > 0:07:28Come on, princess!
0:07:28 > 0:07:32At home, her dad David is a full-time carer,
0:07:32 > 0:07:34both to her and her mum Jane.
0:07:34 > 0:07:38She also has a debilitating illness, Meniere's disease,
0:07:38 > 0:07:43and there are some days when she's completely out for the count.
0:07:43 > 0:07:47David's on call 24/7, so can't take a paid job.
0:07:47 > 0:07:49It's a responsible job, really.
0:07:49 > 0:07:51Washing, ironing.
0:07:51 > 0:07:53Mum does the ironing but I hang the clothes,
0:07:53 > 0:07:57take them out, anything... Heavy lifting, gardening,
0:07:57 > 0:07:59taking Jade back and forth to the toilet.
0:07:59 > 0:08:01The family of five rely on benefits.
0:08:01 > 0:08:04Jade's level of disability means she was awarded
0:08:04 > 0:08:06Personal Independence Payments,
0:08:06 > 0:08:08but it's not always been easy getting support.
0:08:08 > 0:08:11We've heard that we could have had help, but we never did.
0:08:11 > 0:08:14We never heard about all these different kind of charities
0:08:14 > 0:08:17and stuff until I got a bit older,
0:08:17 > 0:08:20and I think it was wrong how nobody told us all that sort of stuff.
0:08:20 > 0:08:22HE WHISTLES
0:08:22 > 0:08:25The family have been at loggerheads on many occasions
0:08:25 > 0:08:27with the local authority,
0:08:27 > 0:08:30trying to get the house adapted for Jade's needs.
0:08:32 > 0:08:35We've applied for grants, we've applied for bath hoists,
0:08:35 > 0:08:38lifts, stair-lifts, but we never get anything,
0:08:38 > 0:08:41and we've been trying for the last 16 years.
0:08:41 > 0:08:44They did get help with substantial adaptations for the house,
0:08:44 > 0:08:47but now, because Jade wants to be more independent,
0:08:47 > 0:08:50the support she needs is changing.
0:08:50 > 0:08:52A week ago, she started a college course
0:08:52 > 0:08:55and because she's a wheelchair user,
0:08:55 > 0:08:58she qualifies for a council-funded taxi to pick her up.
0:08:58 > 0:09:00But for the last four days,
0:09:00 > 0:09:02the taxi hasn't turned up.
0:09:02 > 0:09:04Jade tried to find out why.
0:09:04 > 0:09:08I went to college and sorted it out in student services,
0:09:08 > 0:09:12and they said Bridgend Borough Council didn't authorise it
0:09:12 > 0:09:14so it was basically back and forth, back and forth,
0:09:14 > 0:09:18so they tried sorting it all out all day, the day before yesterday,
0:09:18 > 0:09:20on Tuesday, and they said, hopefully, there should be
0:09:20 > 0:09:22a taxi today or next week.
0:09:22 > 0:09:24Come on, love.
0:09:24 > 0:09:26Good turn!
0:09:26 > 0:09:29They'd requested a taxi that Jade could access in her wheelchair.
0:09:29 > 0:09:32Right, another day in college!
0:09:32 > 0:09:33Education, here we come!
0:09:33 > 0:09:35Despite Jade's efforts,
0:09:35 > 0:09:38again, the taxi hasn't turned up.
0:09:38 > 0:09:41- No, it's 25 minutes past. - Late again.
0:09:41 > 0:09:4520 past. It should have been here at ten past, five past.
0:09:45 > 0:09:46Yep.
0:09:46 > 0:09:48It's scandalous.
0:09:48 > 0:09:50- I love you.- Love you, too.
0:09:50 > 0:09:52- See you later.- Ta-ra, sweetheart.
0:09:52 > 0:09:56With no taxi, Mum has to escort Jade to the college.
0:09:56 > 0:09:59Whilst today, the weather is fine, in the cold and wet,
0:09:59 > 0:10:02Jade's health could be seriously affected.
0:10:05 > 0:10:08That's what it is, really, it's about Jade being safe
0:10:08 > 0:10:11and about Jade being in college on time.
0:10:12 > 0:10:17David calls the council, to find out why the taxi didn't turn up.
0:10:21 > 0:10:23Hi, good morning.
0:10:25 > 0:10:28I'm phoning on behalf of my daughter,
0:10:28 > 0:10:30Jade Elizabeth Owen.
0:10:30 > 0:10:32No taxi has turned up again,
0:10:32 > 0:10:34so that's the last four days,
0:10:34 > 0:10:37and we're wondering whether you could look into the incident
0:10:37 > 0:10:38for us, please.
0:10:40 > 0:10:41That's right.
0:10:44 > 0:10:45That's what I'm saying.
0:10:45 > 0:10:47It still hasn't appeared.
0:11:03 > 0:11:05Can I just say, though...
0:11:05 > 0:11:09Can I just say, they've had nearly 12 weeks to sort this out.
0:11:09 > 0:11:12The council are in the process of reorganisation
0:11:12 > 0:11:16and they're also experiencing a short-term staffing problem.
0:11:16 > 0:11:19Apparently, the delay was partly due to the wrong dates being given
0:11:19 > 0:11:23by the college for when the taxi was needed.
0:11:25 > 0:11:27You know, I'm trying to be civil and polite,
0:11:27 > 0:11:29but when it comes to my daughter's health,
0:11:29 > 0:11:31which is life-threatening if she gets wet,
0:11:31 > 0:11:33believe it or not,
0:11:33 > 0:11:35that something needs to be done urgently.
0:11:39 > 0:11:42It's so frustrating and all parents in our position,
0:11:42 > 0:11:45I bet they feel exactly the same way.
0:11:53 > 0:11:5411 months ago,
0:11:54 > 0:11:58Tiffany Davis lost the benefit she'd had since she was a toddler.
0:11:58 > 0:12:02Her Disability Living Allowances ended when she turned 16,
0:12:02 > 0:12:06so then she applied for the new Personal Independence Payments.
0:12:06 > 0:12:09As part of the application process,
0:12:09 > 0:12:11Tiffany had to go to an assessment,
0:12:11 > 0:12:13where she was questioned about her disabilities
0:12:13 > 0:12:16by a health professional. She went with her mum.
0:12:16 > 0:12:19Did you find it difficult?
0:12:28 > 0:12:30I tried telling the woman.
0:12:30 > 0:12:32I said, "Look, she's going to look at me at all times,
0:12:32 > 0:12:35"every question you're going to ask, anyway, so..."
0:12:35 > 0:12:38But she was like, "Oh, sorry, you'll have to stay out of it.
0:12:38 > 0:12:42"You can stay in the room, but you've got to stay out of it."
0:12:42 > 0:12:44Tiffany was turned down.
0:12:44 > 0:12:47They feel they didn't have a chance to properly explain her problems,
0:12:47 > 0:12:50which may have been the reason she didn't get the benefit.
0:12:54 > 0:12:57Because Jade has such a high level of disability,
0:12:57 > 0:13:00when she turned 16, she got her PIP.
0:13:00 > 0:13:03Jade wants Tiffany to meet a group she's part of,
0:13:03 > 0:13:06who she thinks could help.
0:13:06 > 0:13:07- Hello! - ALL:- Hi, Jade.
0:13:07 > 0:13:09Good to see you again.
0:13:09 > 0:13:13Simon Green set up the Bridgend Coalition of Disable People
0:13:13 > 0:13:16as a support group for people with disabilities.
0:13:16 > 0:13:18Everyone here relies on benefits.
0:13:18 > 0:13:20You don't get Disability Living Allowance
0:13:20 > 0:13:23or PIP, Personal Independence...
0:13:29 > 0:13:33As far as I'm concerned, having a hearing impairment
0:13:33 > 0:13:34and speech issues,
0:13:34 > 0:13:36you probably wouldn't get the higher rate
0:13:36 > 0:13:39but you should certainly, I reckon, get the lower rate,
0:13:39 > 0:13:43cos it is affecting you living your everyday living.
0:13:43 > 0:13:46Cos very often, people have been turned down for PIP
0:13:46 > 0:13:49and, when they've appealed, they've ended up getting it,
0:13:49 > 0:13:52when it's gone to appeal or a tribunal,
0:13:52 > 0:13:54so it's always worth appealing.
0:13:54 > 0:13:56I know it's stressful,
0:13:56 > 0:13:58but never just give up.
0:13:58 > 0:14:01I'll try that, yeah. I want to give it a go.
0:14:04 > 0:14:07I think there are plenty of people out there
0:14:07 > 0:14:09who are entitled to PIP and other benefits,
0:14:09 > 0:14:11but are not getting it,
0:14:11 > 0:14:13because they haven't got the wherewithal,
0:14:13 > 0:14:15they haven't got the ability
0:14:15 > 0:14:17or they don't want to get stressed
0:14:17 > 0:14:19or they're too afraid to go to a tribunal.
0:14:19 > 0:14:21They're too afraid to appeal
0:14:21 > 0:14:22or they don't have the support
0:14:22 > 0:14:25or they think, "Oh, I've been turned down once,
0:14:25 > 0:14:26"I'll never get it."
0:14:28 > 0:14:29Tiffany has more confidence now
0:14:29 > 0:14:31and has decided to try
0:14:31 > 0:14:34and apply again for Personal Independence Payments.
0:14:34 > 0:14:37Because she struggled the first time,
0:14:37 > 0:14:40she's decided to get help from Bridgend's Citizens Advice,
0:14:40 > 0:14:44who are also helping her mum with her benefits problems.
0:14:44 > 0:14:48Tiffany only scored two points the last time.
0:14:48 > 0:14:51She needs to score a minimum of eight,
0:14:51 > 0:14:54so it's a long shot, making another application.
0:14:54 > 0:14:57There you go. Would you like to come in and take a seat?
0:14:59 > 0:15:03Bonnie Dolan is the adviser on Tiffany's case.
0:15:03 > 0:15:06When you had a look through this form, what did you think?
0:15:06 > 0:15:08Did you think you could do this yourself?
0:15:08 > 0:15:10No? OK.
0:15:10 > 0:15:14Tiffany is one of over 10,000 people across Wales who got help
0:15:14 > 0:15:18from Citizens Advice with their PIP applications last year.
0:15:18 > 0:15:20- So, hearing loss in both ears?- Yes.
0:15:20 > 0:15:24It's asking whether you use an aid or appliance.
0:15:24 > 0:15:26- So this could be hearing aids. So you use two?- Yes.
0:15:26 > 0:15:30For the majority of the time, do you always wear them both?
0:15:30 > 0:15:32- Yes.- So, if you're in college, you have to wear them both?
0:15:32 > 0:15:34- All the time.- All the time.
0:15:34 > 0:15:39So, I wear two hearing aids and I wear these all the time.
0:15:41 > 0:15:44Sometimes, I can't really communicate to people.
0:15:50 > 0:15:54- Does that happen a lot? People have to repeat themselves?- Sometimes.- OK.
0:15:55 > 0:15:59With professional help, the form is completed in an hour.
0:15:59 > 0:16:03So, that's everything for today with this PIP form.
0:16:03 > 0:16:06And I'm going to send it off today. OK?
0:16:08 > 0:16:10- Thank you very much.- Bye.
0:16:12 > 0:16:14For the next step in the process,
0:16:14 > 0:16:17she'll be called by the Department of Work and Pensions,
0:16:17 > 0:16:19for a face-to-face assessment.
0:16:20 > 0:16:22Are you feeling confident?
0:16:24 > 0:16:26About 50-50, OK.
0:16:28 > 0:16:2950, yeah.
0:16:36 > 0:16:40Natalie Ryan has been looking for paid work for two years.
0:16:40 > 0:16:43In the meantime, she's volunteering in a cat refuge.
0:16:43 > 0:16:47In 2012, she left her job in London and moved with her husband Michael
0:16:47 > 0:16:50to Wales, in search of a better quality of life.
0:16:50 > 0:16:54We don't live in main Bridgend, we live in Nantymoel,
0:16:54 > 0:16:57which is a beautiful little village.
0:16:57 > 0:17:00Very quiet, beautiful scenery. It's just lovely.
0:17:05 > 0:17:06The reasons why we left London.
0:17:08 > 0:17:11Michael has local family connections in Nantymoel,
0:17:11 > 0:17:14which is the main reason they relocated here.
0:17:14 > 0:17:17He'd had to stop working as a cabinetmaker
0:17:17 > 0:17:21because of an injury and now he's looking for a career change.
0:17:23 > 0:17:25They are both on Jobseeker's Allowance
0:17:25 > 0:17:29and have to use the government's online system, Universal Jobmatch.
0:17:29 > 0:17:31Through this, jobseekers have access
0:17:31 > 0:17:34to thousands of vacancies across the UK.
0:17:35 > 0:17:38So, there's a job now. You can apply for this one.
0:17:38 > 0:17:40You hit "apply".
0:17:40 > 0:17:43Sometimes, it takes you straight to the recruiter's website.
0:17:43 > 0:17:47But this is the government's website, which my CV is already on.
0:17:47 > 0:17:52You just click there for your CV and type in a covering letter.
0:17:52 > 0:17:55Then, once you've done that, you just submit.
0:17:55 > 0:17:58Michael IS doing what's expected of him.
0:17:58 > 0:18:01He's filled in hundreds of applications.
0:18:01 > 0:18:03But he's losing faith in the system.
0:18:06 > 0:18:10I've been told that you can check your government gateway's website,
0:18:10 > 0:18:12to see if employers have contacted you.
0:18:12 > 0:18:15I've never had an employer contact me via this website.
0:18:15 > 0:18:18- In the four years I've been doing it. Never.- No, me, neither.
0:18:18 > 0:18:21The couple have to use the site,
0:18:21 > 0:18:24otherwise they would lose their benefits.
0:18:24 > 0:18:27The online system also sends them notifications of job vacancies.
0:18:27 > 0:18:31Although they don't always seem to match their experience.
0:18:32 > 0:18:36Even if you're just an ordinary sane person, like I was,
0:18:36 > 0:18:38it can drive you mental.
0:18:38 > 0:18:41I get e-mails for, um...
0:18:41 > 0:18:43er...
0:18:45 > 0:18:47..convey...conveyancing?
0:18:47 > 0:18:50What does that mean, what is that?
0:18:50 > 0:18:52Warehouse operative?
0:18:52 > 0:18:57My CV is animal care, cleaning and catering.
0:18:57 > 0:19:01How is conveyancing, apart from the fact it begins with C,
0:19:01 > 0:19:06how does that...? So it's...it's really back to front.
0:19:12 > 0:19:15Back in Bridgend, it's another day with no taxi for Jade.
0:19:17 > 0:19:22No taxi again. It's now 8.50. Where are you, anyway?
0:19:22 > 0:19:27Jade's waiting again for the taxi to take her to college.
0:19:27 > 0:19:29"You're gonna be late."
0:19:29 > 0:19:34It's been a problem since term started just over a week ago.
0:19:34 > 0:19:37- The taxi didn't come until 9.15.- Yeah.
0:19:37 > 0:19:40They've asked the council to find
0:19:40 > 0:19:42a suitable taxi for Jade's wheelchair,
0:19:42 > 0:19:44with a female driver or escort.
0:19:44 > 0:19:47I have been on the phone to them
0:19:47 > 0:19:50and they said they'll try to rectify the problem.
0:19:50 > 0:19:52There shouldn't even be a problem, should there?
0:19:52 > 0:19:56Because they have had ample time since the holidays, I mean, love.
0:19:56 > 0:19:59Yesterday, a taxi finally arrived,
0:19:59 > 0:20:02which had been retrofitted with access ramps.
0:20:02 > 0:20:05Left you outside for the minute while he's pulling out these ramps.
0:20:05 > 0:20:08And I just wheeled back in and said I'm not going on those of ramps.
0:20:08 > 0:20:11- No, it was a tiny little Transit van, wasn't it?- Mm.
0:20:11 > 0:20:13There wasn't enough clearance to get you in,
0:20:13 > 0:20:17let alone a wheelchair, and it was about one in six, wasn't it?
0:20:17 > 0:20:19It was like climbing Mount Everest!
0:20:21 > 0:20:22I can't get up on here.
0:20:22 > 0:20:26With no sign of today's taxi and Jade already late,
0:20:26 > 0:20:29they have to call a local taxi firm for themselves.
0:20:29 > 0:20:31Three, two, one, Ted Rogers.
0:20:31 > 0:20:33Up-a-daisy!
0:20:33 > 0:20:36- There we go.- Thank you.
0:20:36 > 0:20:38It's now raining. Another worry,
0:20:38 > 0:20:42because Jade's condition means she's susceptible to pneumonia.
0:20:45 > 0:20:49- Bye, Mum.- Love you!- Oh, my goodness. Look at it.- Get your brolly.
0:20:49 > 0:20:51'Again, this morning, didn't turn up,'
0:20:51 > 0:20:55so good job I found another firm and got another taxi for Jade
0:20:55 > 0:20:59and it's 9.30 now, so she's going in college half an hour late.
0:21:01 > 0:21:04It's wrong, really, isn't it?
0:21:04 > 0:21:07David has to accompany Jade on the trip to college.
0:21:13 > 0:21:16It's proving difficult for the council to find a taxi
0:21:16 > 0:21:20with a female driver or escort that satisfies the family's request.
0:21:24 > 0:21:27She wants to go to college to enhance her education
0:21:27 > 0:21:29and pick up skills. You know, life skills,
0:21:29 > 0:21:32which are important to someone of Jade's condition.
0:21:32 > 0:21:35And they've tests on all people who suffer from a disability.
0:21:35 > 0:21:40They've now gone six days without a suitable taxi.
0:21:40 > 0:21:43The council are still working on finding a solution.
0:21:51 > 0:21:54In Swansea, Tiffany is on her way to her assessment
0:21:54 > 0:21:57for Personal Independence Payments.
0:21:59 > 0:22:02Since her Disability Living Allowance ended 12 months ago,
0:22:02 > 0:22:04she's had no benefits.
0:22:04 > 0:22:06Now, for the second time,
0:22:06 > 0:22:10she has a face-to-face meeting with the PIP health assessor.
0:22:10 > 0:22:12Tell us what happened last time you came.
0:22:12 > 0:22:15Well, last year I was a bit nervous,
0:22:15 > 0:22:19but they won't let my mum speak up, they tell her to shush.
0:22:19 > 0:22:23Like, I'm struggling to tell them, you know what I mean?
0:22:28 > 0:22:30D'you think you're going to be all right?
0:22:30 > 0:22:34Hmm-hmm. Yeah.
0:22:34 > 0:22:35Just be there now.
0:22:41 > 0:22:44The assessment is undertaken by a private company,
0:22:44 > 0:22:47working for the Department of Work And Pensions.
0:22:47 > 0:22:51Behind closed doors, the assessor has 50 minutes with Tiffany,
0:22:51 > 0:22:54to evaluate her disabilities and needs.
0:22:55 > 0:22:56In five weeks' time,
0:22:56 > 0:22:59she will find out if her claim has been successful.
0:23:12 > 0:23:16In Bridgend, Jade's transport to college is finally sorted.
0:23:16 > 0:23:20It took a month to resolve, because it was difficult for the council
0:23:20 > 0:23:22to find a taxi with both wheelchair access
0:23:22 > 0:23:23and with a female driver.
0:23:24 > 0:23:27Jade started her course in September and, you know,
0:23:27 > 0:23:30Dad and I were taking her back and forth...
0:23:30 > 0:23:33In the rain, weather... She's like the forgotten girl of Bridgend,
0:23:33 > 0:23:34like, and she shouldn't be.
0:23:34 > 0:23:38They finally sorted the taxi out after all that hard work...
0:23:38 > 0:23:40And the pressure from us.
0:23:40 > 0:23:43..back and forth, and we finally had results. There's a female driver...
0:23:43 > 0:23:48- Long time coming.- ..and they said good things come to those who wait.
0:23:50 > 0:23:54Their persistence paid off and Jade now travels to
0:23:54 > 0:23:56and from college safely and without any worries.
0:23:56 > 0:23:59When your parents have to fight for you, you are always thinking,
0:23:59 > 0:24:01"Why can't I do this for myself?"
0:24:01 > 0:24:04But obviously, when you've got a disability,
0:24:04 > 0:24:05it's harder and I'm proud
0:24:05 > 0:24:08that I've got two amazing parents who fight my corner.
0:24:08 > 0:24:10- THEY LAUGH - My angel.
0:24:29 > 0:24:32Volunteer cat refuge worker Natalie Ryan has been
0:24:32 > 0:24:34unemployed for two years,
0:24:34 > 0:24:38but she has finally found paid work in a care home.
0:24:40 > 0:24:44It's fantastic. The job is minimum wage, but...
0:24:44 > 0:24:47Because it's 32.5 hours a week, every week...
0:24:48 > 0:24:51I'll know what my monthly income is every week.
0:24:55 > 0:24:59Now Natalie has a job, the couple's Jobseeker's Allowance
0:24:59 > 0:25:01and their housing benefit will end.
0:25:03 > 0:25:04Michael could continue to sign on,
0:25:04 > 0:25:07just to get his national insurance paid,
0:25:07 > 0:25:09but he's decided he's had enough.
0:25:11 > 0:25:13Ah, that's a result. Free.
0:25:13 > 0:25:15- SHE SIGHS - Free. Free at last.- Yeah, so glad.
0:25:15 > 0:25:17Oh, I'm glad I ain't got to do that any more.
0:25:17 > 0:25:19- So glad.- Yeah, it's brilliant.
0:25:20 > 0:25:22Tell us where you've just been, guys.
0:25:22 > 0:25:26We've just come from the Job Centre, where we've signed off.
0:25:26 > 0:25:30Cos Natalie starts work on Monday.
0:25:30 > 0:25:32Why have you signed off?
0:25:32 > 0:25:36And it's just... It's not worth the hassle. It's too stressful,
0:25:36 > 0:25:38so I've just signed off completely.
0:25:38 > 0:25:42He'll no longer have the obligation to spend hours on the internet
0:25:42 > 0:25:45with his universal job match account.
0:25:45 > 0:25:48We'll not be here no more, which is a huge relief.
0:25:48 > 0:25:51He joins the 1.5 million people who've, for whatever reason,
0:25:51 > 0:25:53left the benefits system last year.
0:25:53 > 0:25:58Michael will no longer feature in the welfare statistics.
0:25:58 > 0:26:01- Oh, well, home now. - SHE LAUGHS
0:26:07 > 0:26:09Tiffany has got the result of her application
0:26:09 > 0:26:11for Personal Independence Payment.
0:26:13 > 0:26:18As a child, she was rewarded £76 per week child disability benefit,
0:26:18 > 0:26:22to support her, which stopped when Tiffany turned 16.
0:26:23 > 0:26:27Now she's had the result of her second application for PIP.
0:26:37 > 0:26:41To qualify for PIP, she needed another six points.
0:26:46 > 0:26:49- Do you understand why they've said no?- No.
0:26:52 > 0:26:56She feels the difficulties she faces haven't been recognised.
0:27:10 > 0:27:13How did you feel, Tiff, when you read that letter?
0:27:25 > 0:27:30Tiffany will not receive any benefit which acknowledges her disability.
0:27:30 > 0:27:33Her mother, who's been on disability benefit all her life,
0:27:33 > 0:27:36has now lost her own disability allowance.
0:27:36 > 0:27:39Currently, neither are considered sufficiently disabled to
0:27:39 > 0:27:42qualify for a disability benefit.
0:27:46 > 0:27:49Tiffany's future is uncertain.
0:27:49 > 0:27:51If you were going for a job interview,
0:27:51 > 0:27:54what would be the biggest thing you would be worried about?
0:28:10 > 0:28:14Despite the fact that Tiffany's disabilities haven't changed,
0:28:14 > 0:28:15the benefits system has.
0:28:21 > 0:28:24The new benefits system is more affordable.
0:28:24 > 0:28:27It's argued it reduces welfare dependency
0:28:27 > 0:28:29and levels of fraud and error.
0:28:31 > 0:28:34But, for some, it can be difficult to negotiate and it's
0:28:34 > 0:28:36inevitable that not all will get
0:28:36 > 0:28:39the level of support they had in the past.
0:28:40 > 0:28:43It's this human cost that's sometimes forgotten
0:28:43 > 0:28:47in the story of our changing welfare system.