Episode 3 Battling with Benefits

That's all we have at the moment.

Life on benefits can be tough.

The government in Westminster is undertaking a shake-up

of the welfare system.

The aim is to focus payments on those in greatest need

and help claimants into work.

They are also aiming to cut £12 billion from the spend on benefits.

Do you think you could do this yourself?

Tighter rules have been introduced...

Filling those forms is an absolute nightmare.

..new systems...

It can drive you mental.

..and stiffer penalties.

It's not right, them just cutting our money like that.

Vulnerable and disabled people,

even those who are ill, say they are being pushed to the limit.

I don't see why we should be punished for having a spare bedroom, anyway.

If it's just me that's not getting the help, who else is suffering in this world?

In the Bridgend area, we followed people for ten months, to see

the impact on some of those who are experiencing the changes and

how challenging benefits decisions can be complicated and stressful.

Why should I have to fight against it?

But that's what it takes. And a lot of people would have given up.

A lot of people would have given up.

This is the reality for those who are battling with benefits.

Over the last four years, the benefits system has been transformed.

And those on disability benefits are seeing big changes being phased in.

Disability Living Allowance is being replaced by a new benefit,

Personal Independence Payments.

And 1.75 million people across the UK are having their disability needs reassessed.

The government says this will mean only those who really need the benefit will get it.

In Bridgend, 17-year-old Tiffany Davies is trying to call

her doctor's, because she's twisted her ankle.

Tiffany was born with a serious level of sensorineural hearing loss,

which also affects her speech.

Sometimes, she has to rely on lip-reading

and most everyday communication is a challenge for her.

-'Good afternoon.'

-Hello...

INDISTINCT

Your name. >

-'Hello.'

-Hiya, my name's Tiffany.

Can I make appointment please?

'You need a what, sorry, love?

The receptionist struggles to understand Tiffany.

-'Hello.'

-Hello.

And Tiffany can't make out what she is staying.

Hello.

LINE GOES DEAD

It's frustrating for her.

When Tiffany's hearing and speech difficulties were

diagnosed as a child, she qualified for Disability Living Allowance,

but when she turned 16, her £76 per week DLA benefit ended.

Tiffany had to reapply for the new Personal Independence Payments,

but she was turned down.

She lives at home with her mum Marie, a lone parent

who has no financial support coming in, other than benefits.

Tiffany is the eldest of four siblings.

Chloe, Josh, Ryan and Cam.

Marie also has a speech impairment and a club foot

and her Disability Living Allowance is also being reassessed.

With Tiffany's DLA ending and other benefit cuts,

the family are living on almost £300 per month less than a year ago.

I've still got my DLA at the moment.

That's the only thing that keeps me going

every month when I get it, just to help, sort of,

for the kids' clothing and school stuff.

That's why, every time she's asked me for money, I feel bad.

I say, "Look, Tiff, I haven't got any money."

-INTERVIEWER:

-She's got some worries about money, hasn't she?

Tiffany is in her final year at college, on a catering course.

In term time, she gets a means-tested £30 per week allowance,

which goes towards her college expenses.

For two years, Natalie Ryan's been unemployed

and claims Jobseeker's Allowance.

She fills some of her time volunteering

at this cat rescue centre, just outside Bridgend.

It means the world to me, volunteering.

It gives you a routine.

You have to set your alarm,

you have to get up, you have to have breakfast,

you have to leave the house.

And I love cats.

SHE LAUGHS

Natalie hopes this experience will help get her back into work.

If I did have a job interview,

whereby I did get a job,

I'd feel very proud to say this is what I do in my spare time

and it shows future employers

that you've got a good work ethic, as well.

She's got qualifications

and she's doing everything the government

expects of her to find work,

but she's not finding it easy.

I've been unemployed for two years.

The last job I had was a zero-hours contract.

I was there for ten months...

..and they decided not to give me a permanent contract.

And they let me go.

And I've just been sending CVs off on a regular basis.

Despite all the setbacks, Natalie's more determined than ever

to get back into paid work.

There are 122,000 people in Wales on Jobseeker's Allowance.

Each claimant has a Job Centre work coach,

who supports them getting back to work.

The majority, though, of those claiming benefits

do so because poor health or injuries prevent them from working

or they have disabilities for which they need care and support.

I have to have someone with me, don't I?

I'm not really allowed on my own, so I have to go out with somebody,

otherwise I'll forget where I'm going or stuff like that.

-Car, road.

-Yeah. I don't look both ways in the car.

My concentration's really bad.

18-year-old Jade Owen, Tiffany's best friend,

has cerebral palsy.

She's got complex needs,

and relies on all kinds of support.

Come on, princess!

At home, her dad David is a full-time carer,

both to her and her mum Jane.

She also has a debilitating illness, Meniere's disease,

and there are some days when she's completely out for the count.

David's on call 24/7, so can't take a paid job.

It's a responsible job, really.

Washing, ironing.

Mum does the ironing but I hang the clothes,

take them out, anything... Heavy lifting, gardening,

taking Jade back and forth to the toilet.

The family of five rely on benefits.

Jade's level of disability means she was awarded

Personal Independence Payments,

but it's not always been easy getting support.

We've heard that we could have had help, but we never did.

We never heard about all these different kind of charities

and stuff until I got a bit older,

and I think it was wrong how nobody told us all that sort of stuff.

HE WHISTLES

The family have been at loggerheads on many occasions

with the local authority,

trying to get the house adapted for Jade's needs.

We've applied for grants, we've applied for bath hoists,

lifts, stair-lifts, but we never get anything,

and we've been trying for the last 16 years.

They did get help with substantial adaptations for the house,

but now, because Jade wants to be more independent,

the support she needs is changing.

A week ago, she started a college course

and because she's a wheelchair user,

she qualifies for a council-funded taxi to pick her up.

But for the last four days,

the taxi hasn't turned up.

Jade tried to find out why.

I went to college and sorted it out in student services,

and they said Bridgend Borough Council didn't authorise it

so it was basically back and forth, back and forth,

so they tried sorting it all out all day, the day before yesterday,

on Tuesday, and they said, hopefully, there should be

a taxi today or next week.

Come on, love.

Good turn!

They'd requested a taxi that Jade could access in her wheelchair.

Right, another day in college!

Education, here we come!

Despite Jade's efforts,

again, the taxi hasn't turned up.

-No, it's 25 minutes past.

-Late again.

20 past. It should have been here at ten past, five past.

Yep.

It's scandalous.

-I love you.

-Love you, too.

-See you later.

-Ta-ra, sweetheart.

With no taxi, Mum has to escort Jade to the college.

Whilst today, the weather is fine, in the cold and wet,

Jade's health could be seriously affected.

That's what it is, really, it's about Jade being safe

and about Jade being in college on time.

David calls the council, to find out why the taxi didn't turn up.

Hi, good morning.

I'm phoning on behalf of my daughter,

Jade Elizabeth Owen.

No taxi has turned up again,

so that's the last four days,

and we're wondering whether you could look into the incident

for us, please.

That's right.

That's what I'm saying.

It still hasn't appeared.

Can I just say, though...

Can I just say, they've had nearly 12 weeks to sort this out.

The council are in the process of reorganisation

and they're also experiencing a short-term staffing problem.

Apparently, the delay was partly due to the wrong dates being given

by the college for when the taxi was needed.

You know, I'm trying to be civil and polite,

but when it comes to my daughter's health,

which is life-threatening if she gets wet,

believe it or not,

that something needs to be done urgently.

It's so frustrating and all parents in our position,

I bet they feel exactly the same way.

11 months ago,

Tiffany Davis lost the benefit she'd had since she was a toddler.

Her Disability Living Allowances ended when she turned 16,

so then she applied for the new Personal Independence Payments.

As part of the application process,

Tiffany had to go to an assessment,

where she was questioned about her disabilities

by a health professional. She went with her mum.

Did you find it difficult?

I tried telling the woman.

I said, "Look, she's going to look at me at all times,

"every question you're going to ask, anyway, so..."

But she was like, "Oh, sorry, you'll have to stay out of it.

"You can stay in the room, but you've got to stay out of it."

Tiffany was turned down.

They feel they didn't have a chance to properly explain her problems,

which may have been the reason she didn't get the benefit.

Because Jade has such a high level of disability,

when she turned 16, she got her PIP.

Jade wants Tiffany to meet a group she's part of,

who she thinks could help.

-Hello!

-ALL:

-Hi, Jade.

Good to see you again.

Simon Green set up the Bridgend Coalition of Disable People

as a support group for people with disabilities.

Everyone here relies on benefits.

You don't get Disability Living Allowance

or PIP, Personal Independence...

As far as I'm concerned, having a hearing impairment

and speech issues,

you probably wouldn't get the higher rate

but you should certainly, I reckon, get the lower rate,

cos it is affecting you living your everyday living.

Cos very often, people have been turned down for PIP

and, when they've appealed, they've ended up getting it,

when it's gone to appeal or a tribunal,

so it's always worth appealing.

I know it's stressful,

but never just give up.

I'll try that, yeah. I want to give it a go.

I think there are plenty of people out there

who are entitled to PIP and other benefits,

but are not getting it,

because they haven't got the wherewithal,

they haven't got the ability

or they don't want to get stressed

or they're too afraid to go to a tribunal.

They're too afraid to appeal

or they don't have the support

or they think, "Oh, I've been turned down once,

"I'll never get it."

Tiffany has more confidence now

and has decided to try

and apply again for Personal Independence Payments.

Because she struggled the first time,

she's decided to get help from Bridgend's Citizens Advice,

who are also helping her mum with her benefits problems.

Tiffany only scored two points the last time.

She needs to score a minimum of eight,

so it's a long shot, making another application.

There you go. Would you like to come in and take a seat?

Bonnie Dolan is the adviser on Tiffany's case.

When you had a look through this form, what did you think?

Did you think you could do this yourself?

No? OK.

Tiffany is one of over 10,000 people across Wales who got help

from Citizens Advice with their PIP applications last year.

-So, hearing loss in both ears?

-Yes.

It's asking whether you use an aid or appliance.

-So this could be hearing aids. So you use two?

-Yes.

For the majority of the time, do you always wear them both?

-Yes.

-So, if you're in college, you have to wear them both?

-All the time.

-All the time.

So, I wear two hearing aids and I wear these all the time.

Sometimes, I can't really communicate to people.

-Does that happen a lot? People have to repeat themselves?

-Sometimes.

-OK.

With professional help, the form is completed in an hour.

So, that's everything for today with this PIP form.

And I'm going to send it off today. OK?

-Thank you very much.

-Bye.

For the next step in the process,

she'll be called by the Department of Work and Pensions,

for a face-to-face assessment.

Are you feeling confident?

About 50-50, OK.

50, yeah.

Natalie Ryan has been looking for paid work for two years.

In the meantime, she's volunteering in a cat refuge.

In 2012, she left her job in London and moved with her husband Michael

to Wales, in search of a better quality of life.

We don't live in main Bridgend, we live in Nantymoel,

which is a beautiful little village.

Very quiet, beautiful scenery. It's just lovely.

The reasons why we left London.

Michael has local family connections in Nantymoel,

which is the main reason they relocated here.

He'd had to stop working as a cabinetmaker

because of an injury and now he's looking for a career change.

They are both on Jobseeker's Allowance

and have to use the government's online system, Universal Jobmatch.

Through this, jobseekers have access

to thousands of vacancies across the UK.

So, there's a job now. You can apply for this one.

You hit "apply".

Sometimes, it takes you straight to the recruiter's website.

But this is the government's website, which my CV is already on.

You just click there for your CV and type in a covering letter.

Then, once you've done that, you just submit.

Michael IS doing what's expected of him.

He's filled in hundreds of applications.

But he's losing faith in the system.

I've been told that you can check your government gateway's website,

to see if employers have contacted you.

I've never had an employer contact me via this website.

-In the four years I've been doing it. Never.

-No, me, neither.

The couple have to use the site,

otherwise they would lose their benefits.

The online system also sends them notifications of job vacancies.

Although they don't always seem to match their experience.

Even if you're just an ordinary sane person, like I was,

it can drive you mental.

I get e-mails for, um...

er...

..convey...conveyancing?

What does that mean, what is that?

Warehouse operative?

My CV is animal care, cleaning and catering.

How is conveyancing, apart from the fact it begins with C,

how does that...? So it's...it's really back to front.

Back in Bridgend, it's another day with no taxi for Jade.

No taxi again. It's now 8.50. Where are you, anyway?

Jade's waiting again for the taxi to take her to college.

"You're gonna be late."

It's been a problem since term started just over a week ago.

-The taxi didn't come until 9.15.

-Yeah.

They've asked the council to find

a suitable taxi for Jade's wheelchair,

with a female driver or escort.

I have been on the phone to them

and they said they'll try to rectify the problem.

There shouldn't even be a problem, should there?

Because they have had ample time since the holidays, I mean, love.

Yesterday, a taxi finally arrived,

which had been retrofitted with access ramps.

Left you outside for the minute while he's pulling out these ramps.

And I just wheeled back in and said I'm not going on those of ramps.

-No, it was a tiny little Transit van, wasn't it?

-Mm.

There wasn't enough clearance to get you in,

let alone a wheelchair, and it was about one in six, wasn't it?

It was like climbing Mount Everest!

I can't get up on here.

With no sign of today's taxi and Jade already late,

they have to call a local taxi firm for themselves.

Three, two, one, Ted Rogers.

Up-a-daisy!

-There we go.

-Thank you.

It's now raining. Another worry,

because Jade's condition means she's susceptible to pneumonia.

-Bye, Mum.

-Love you!

-Oh, my goodness. Look at it.

-Get your brolly.

'Again, this morning, didn't turn up,'

so good job I found another firm and got another taxi for Jade

and it's 9.30 now, so she's going in college half an hour late.

It's wrong, really, isn't it?

David has to accompany Jade on the trip to college.

It's proving difficult for the council to find a taxi

with a female driver or escort that satisfies the family's request.

She wants to go to college to enhance her education

and pick up skills. You know, life skills,

which are important to someone of Jade's condition.

And they've tests on all people who suffer from a disability.

They've now gone six days without a suitable taxi.

The council are still working on finding a solution.

In Swansea, Tiffany is on her way to her assessment

for Personal Independence Payments.

Since her Disability Living Allowance ended 12 months ago,

she's had no benefits.

Now, for the second time,

she has a face-to-face meeting with the PIP health assessor.

Tell us what happened last time you came.

Well, last year I was a bit nervous,

but they won't let my mum speak up, they tell her to shush.

Like, I'm struggling to tell them, you know what I mean?

D'you think you're going to be all right?

Hmm-hmm. Yeah.

Just be there now.

The assessment is undertaken by a private company,

working for the Department of Work And Pensions.

Behind closed doors, the assessor has 50 minutes with Tiffany,

to evaluate her disabilities and needs.

In five weeks' time,

she will find out if her claim has been successful.

In Bridgend, Jade's transport to college is finally sorted.

It took a month to resolve, because it was difficult for the council

to find a taxi with both wheelchair access

and with a female driver.

Jade started her course in September and, you know,

Dad and I were taking her back and forth...

In the rain, weather... She's like the forgotten girl of Bridgend,

like, and she shouldn't be.

They finally sorted the taxi out after all that hard work...

And the pressure from us.

..back and forth, and we finally had results. There's a female driver...

-Long time coming.

-..and they said good things come to those who wait.

Their persistence paid off and Jade now travels to

and from college safely and without any worries.

When your parents have to fight for you, you are always thinking,

"Why can't I do this for myself?"

But obviously, when you've got a disability,

it's harder and I'm proud

that I've got two amazing parents who fight my corner.

-THEY LAUGH

-My angel.

Volunteer cat refuge worker Natalie Ryan has been

unemployed for two years,

but she has finally found paid work in a care home.

It's fantastic. The job is minimum wage, but...

Because it's 32.5 hours a week, every week...

I'll know what my monthly income is every week.

Now Natalie has a job, the couple's Jobseeker's Allowance

and their housing benefit will end.

Michael could continue to sign on,

just to get his national insurance paid,

but he's decided he's had enough.

Ah, that's a result. Free.

-SHE SIGHS

-Free. Free at last.

-Yeah, so glad.

Oh, I'm glad I ain't got to do that any more.

-So glad.

-Yeah, it's brilliant.

Tell us where you've just been, guys.

We've just come from the Job Centre, where we've signed off.

Cos Natalie starts work on Monday.

Why have you signed off?

And it's just... It's not worth the hassle. It's too stressful,

so I've just signed off completely.

He'll no longer have the obligation to spend hours on the internet

with his universal job match account.

We'll not be here no more, which is a huge relief.

He joins the 1.5 million people who've, for whatever reason,

left the benefits system last year.

Michael will no longer feature in the welfare statistics.

-Oh, well, home now.

-SHE LAUGHS

Tiffany has got the result of her application

for Personal Independence Payment.

As a child, she was rewarded £76 per week child disability benefit,

to support her, which stopped when Tiffany turned 16.

Now she's had the result of her second application for PIP.

To qualify for PIP, she needed another six points.

-Do you understand why they've said no?

-No.

She feels the difficulties she faces haven't been recognised.

How did you feel, Tiff, when you read that letter?

Tiffany will not receive any benefit which acknowledges her disability.

Her mother, who's been on disability benefit all her life,

has now lost her own disability allowance.

Currently, neither are considered sufficiently disabled to

qualify for a disability benefit.

Tiffany's future is uncertain.

If you were going for a job interview,

what would be the biggest thing you would be worried about?

Despite the fact that Tiffany's disabilities haven't changed,

the benefits system has.

The new benefits system is more affordable.

It's argued it reduces welfare dependency

and levels of fraud and error.

But, for some, it can be difficult to negotiate and it's

inevitable that not all will get

the level of support they had in the past.

It's this human cost that's sometimes forgotten

in the story of our changing welfare system.