Barriers to the Benefits System

Navigating the UK benefits system as a disabled person is rarely straightforward.

Whether you’re applying for Personal Independence Payment (PIP), Employment and Support Allowance (ESA), Universal Credit (UC), Carer’s Allowance, or another form of support —the process can be overwhelming, confusing, and emotionally draining.

We’re here to help break down the barriers in the way.

New Claims and Applications

Eligibility

May apply to those who:

Are newly or late diagnosed
Have a non-visible condition
Recently became disabled, or
Have no diagnosis

The barrier:

Many people worry they are “not disabled enough” to apply. We're often raised to focus on what we can do, rather than the challenges we face. As a result, many find it hard to identify or explain the difficulties they live with every day, especially if they have developed coping strategies or “masked” for a long time.

On top of this, internalised ableism, unclear rules, and confusing language can make some worry they need to experience ‘severe’ symptoms, have extensive support needs, or a formal diagnosis to receive benefits.

Many wrongly assume they don’t qualify, when, in fact, they do.

How we help:

Talk through the eligibility criteria with you
Define terms used by the Department for Work and Pensions (DWP) in plain, everyday language.
Use real-life examples to help clarify your situation.
Identify which benefits you may be entitled to — including premiums and gateway schemes.

Getting started

May apply to those who:

Are neurodivergent
Live with depression
Have an energy-limiting or fluctuating condition
Have experienced trauma

The barrier:

Filling in a benefits form is difficult for anyone — but for people who experience fatigue, burnout, or executive dysfunction, it can feel completely overwhelming.

The forms are unnecessarily long, filled with vague or invasive questions that are emotionally draining to answer. The tight deadlines don’t account for the time, energy, or support needed to complete them.

For many, just getting started can feel impossible — leading to delays, missed deadlines, or putting off the application altogether out of stress, fear, or exhaustion.

How we help:

Accountability sessions — we stay on a call with you while you work on the form to keep you on track, answer questions, and help with phrasing.
Regular structured support — we break forms down into manageable sections with realistic deadlines.
If you’re working independently, we can offer feedback, via shared documents (like Google Docs) as you progress.
All clients have access to our PIP builder form, either on your own or with us.
If you're struggling with getting started, we provide regular check-ins and reminders.
We help request deadline extensions for the application.

Communicating with the DWP

May apply to those who:

Have anxiety
Are deaf or deafblind
Are blind or partially sighted
Are neurodivergent
Have dyslexia
Have speech or auditory processing differences
Have cognitive difficulties or a brain injury

The barrier:

Letters correspondence from the DWP takes a long time to arrive, and often come with tight deadlines with no complex and unclear information. Trying to read and process a letter or answering a call from the DWP can feel overwhelming or distressing.

The DWP’s communication methods are rarely adapted to meet individual access needs. Their reliance on phone calls and written correspondence makes it hard for many people to engage with the process.

Without accessible options, important information can be missed, leading to delays, incorrect responses, or claims being closed altogether. The pressure to respond quickly, in a format that doesn’t work for someone, adds unnecessary stress and can prevent people from getting the support they’re entitled to.

How we help:

Assist you in contacting the DWP -- no need to face it alone.
Explaining alternative contact methods, including:
- Text relay
- Video relay services (VRS) for BSL users, and
- Nominating a trusted person to manage communication.
Explaining letters from the DWP and translating any jargon.
Assist with requesting communication in other formats

The Application Questions

May apply to those who:

Are neurodivergent
Are deaf
Have a learning disability
Struggle with literacy
Have a cognitive impairment or brain injury
Have English as their second language

The barrier:

The form and assessment criteria are filled with vague and misleading language. The wording does not properly reflect how most people’s disability affects them or how they would describe the impact on their day-to-day lives. Phrases like “to a reasonable standard” can carry very specific meanings that make it difficult to know what information actually matters or how to present it.

This lack of clarity can cause people to submit forms that don’t fully capture the impact of their condition — not because their needs aren’t real, but because the system fails to speak their language. They may under-report their challenges, misunderstand what’s being asked, even leading to writing a relevant challenge but under the wrong activity. Many try to answer honestly but don’t realise what information they need to talk about, or worry they’re saying too much.

How we help:

We break down each question and explain what it’s actually asking.
We use plain, simplified language in your preferred communication.
We provide real examples and model answers.
We help match your experiences to the criteria.
We can co-write or review effective answers with you — in sessions or via collaborative documents.

Providing Evidence

May apply to those who:

Living with rare or misunderstood condiitons
Have non-visible disabilities.
Don't have access to care or strong support systems
Have experienced trauma
Are facing other systemic healthcare discrimination.

The barrier:

Reports from specialists or doctors carry significant weight when applying for disability benefits—they essentially serve as 'references' to support the application form.

However:

Overstretched NHS services mean many applicants lack a diagnosis, current medical letter, or a meaningful relationship with a doctor.
Even when under the care of a consultant, many disabled people feel dismissed. For those with fluctuating and rare conditions, years of medical gaslighting leads to trauma.
Medical evidence often incurs fees, and private healthcare is expensive, which many people living in poverty can’t afford.

All of this makes it harder to reach out for help and getting documentation can feel daunting.

How we help:

Explain alternative forms of non-medical evidence.
Provide templates for symptom diaries, supporting letters, etc.
Guidance on explaining non-visible conditions and fluctuating pain.
Advice on getting helpful evidence for strong claims.
Give tips on how to get an advocate or do so yourself.
Framing evidence if documents are minimal or outdated.
Assist with making a Subject Access Request (SAR) to access medical records.

Assessment and Interview

May apply to those who:

Have anxiety or PTSD
Are deaf or deafblind
Experience social or communication challenges
Are neurodivergent
Have a cognitive impairment or brain injury
have had negative experiences with medical professionals.

The barrier:

Medical assessments are a required part of many disability benefit claims and are typically carried out by private contractors on behalf of the DWP. These assessments can take place face-to-face (including home visits), over the phone, by video, or sometimes as a paper-based review.

The experience is often impersonal and even confrontational. Assessors may lack specialist knowledge of the claimant’s condition or fail to ask appropriate, sensitive questions. Many feel rushed, disbelieved, or pressured to perform in ways that don’t reflect their daily functioning. Frequently, people find that key details are overlooked, minimised, or misrepresented in the resulting report, with inaccurate summaries that lead to unjust refusals due to the assessor misunderstanding the context or variable nature.

How we help:

Prepare you for what to expect.
Support in requesting access needs for the assessment.
Explain how to make a recording in a legally-compliant manner.
Make sure you have a trusted person, or attending if needed.
Assist in requesting a copy of the DWP's assessment report.
Post-assessment support — including understanding the report or challenging it.