Please find Frequently Asked Questions from the events and answers supplied. This includes questions which we were unable to answer on the day. We appreciate your questions and providing us with feedback – this helps us to improve the information and support we provide.
We have published a wide selection of promotional materials on our website for Carer Support Payment such as social media posts, website content, and factsheets in multiple languages. We would be grateful if you would share these with your networks to raise awareness of the benefit.
Q. Can CAB get some paper application forms to speed up the process, same as we had Carer’s Allowance forms?
This is something that was previously done for Child Disability Payment, but when we were issuing organisations with copies of forms, we have always looked to evolve and improve the forms for the clients as well. However, this led to some organisations being left with boxes of obsolete information and the forms are also now old, which led to clients submitting old forms which were not in line with our systems. This is something that we avoided for Carer Support Payment and instead we direct people to the editable PDFs which you can get online as a workaround for this scenario.
Q. Are there 2 different forms for under and over pension age carers, in the same way as Carer’s Allowance?
No, we ask all applicants to complete the same form either online, using a paper form, via telephone or through an in-person appointment with our Social Security Scotland Local Delivery team. Carers in receipt of State Pension will have what’s known as ‘underlying entitlement’ to Carer’s Allowance or Carer Support Payment. This is where another income-replacement benefit is paid at the same rate or at a higher rate than Carer Support Payment or Carer’s Allowance. Although entitled carers would not receive payments of Carer’s Allowance or Carer Support Payment, they will usually be better off overall because they can receive additional amounts on top of their other benefits such as Carer Element on top of their Universal Credit; Carer Premium on top of income-based Jobseeker’s Allowance, income-related Employment Support Allowance, Income Support or Housing Benefit; or Carer’s Addition on top of Pension Credit. Carers with underlying entitlement will be asked to apply in the same way as other carers. However, the pre-application guidance on MyGov, case transfer letters and other key sources of information for carers will include detailed information on underlying entitlement and the benefits of applying for carers in this situation:How other benefits can affect Carer Support Payment. This information has been created with input from carers with underlying entitlement, including many in receipt of State Pension. We will continue to test Carer Support Payment content and communications with carers and consider a different application journey for those with underlying entitlement as a possible future improvement. Carers in Scotland who are already getting Carer’s Allowance with underlying entitlement only will have their awards transferred automatically as part of the case transfer process.
Q. What is the expected time to make a decision as we know that Adult Disability Payment claims have taken much longer than was expected?
The time taken to process Carer Support Payment applications will vary depending on the complexity of the case. Our systems have been designed to process the most straightforward applications more quickly using automated decision making, which will allow people and resources to be focused on the more complex cases, which will normally involve requesting additional supporting information – for example around earnings – from the client, which will affect the time taken to process the application to a determination. In line with our principles around automated decision making, decisions will only be automated where the outcome for the client is positive overall so any decision to deny an application for Carer Support Payment will always involve a client advisor. The recent Carer Support Payment statistics publication shows information on applications and payments of Carer Support Payment from launch on 20 November 2023, to 30 June 2024. These statistics show that the median average processing time for applications processed to 30 June 2024 was 14 days. In the latest quarter, the median processing time decreased from 18 days in April 2024 to 10 days in May and then increased to 14 days in June 2024. We expect some variation in this as Carer Support Payment continues to roll out in additional areas across Scotland. The next set of Carer Support Payment statistics will cover information on awards up to September 2024 and will be released in November 2024.
Q. For Carer Support Payment claims made within 3 months of cared for person’s qualifying benefit award, does the online form prompt them to request the additional backdating?
If a client wishes to choose a start date for their Carer Support Payment which is more than 3 months ago, then the online form will direct them to phone Social Security Scotland to make an application via telephone. Alternatively, carers can make an in-person appointment with our Social Security Scotland Local Delivery team. We have updated the information on MyGov as part of the third phase of the roll out of Carer Support Payment to provide more information on the backdating rules and what carers are entitled to depending on their circumstances: https://www.mygov.scot/carer-support-payment/backdated
Q. Can I ask how earnings will be reported by self-employed claimants who are entitled to Carer’s Allowance. Will this be taken yearly from reported earnings to HMRC, or will they have to provide their earnings 5 weekly?
On application, self-employed carers can provide supporting information based on how long they have been trading for. If they have been trading for a year or more, we can look at the carer’s annual accounts or Self-assessment Tax Return. If they hadn’t been trading for a year, then we would look at evidence of transactions for the total amount of business received for goods and services, receipts for expenses for the day-to-day running of the business including travel costs, stock, equipment and tools, how much income tax and National Insurance the carer paid, any money paid into a private pension, any money paid for child care or care for a disabled person because the carer was working. And in addition to that, we would have what’s called scheduled reviews of their earnings, so that we can keep checking that they are still entitled. The frequency of when reviews would take place would also depend on how long the client had been in business for. We would set out in their determination letter when we would be looking to have a scheduled review of their earnings. This could be after six months of entitlement and then after 12 months of entitlement. We would ask for more supporting information so that we can keep checking that they would still be entitled.
Q. Would volunteering expenses (travel/meal allowance) affect applying for Carer’s Allowance and how could they prove these bank payments are in regards of the volunteer work?
Care for the purposes of claiming Carer’s Allowance or Carer Support Payment cannot be provided as voluntary work done for a charity or other not-for-profit organisation for which no payment is received other than reasonable expenses. If the carer was earning, we could make deductions from the calculation of their earnings for certain expenses. For employed carers, we can make deductions for expenses where they have not already been paid back by the employer, so that that can include things like travel and accommodation costs because of work, equipment, stationary, specialist clothing etc. We would look at evidence of receipts for these expenses in order to make those deductions. These can be provided by uploading pictures, or scans of receipts online or through an appointment with our Social Security Scotland Local Delivery team.
Q. Would income from interest on savings count? More people falling into this bracket nowadays.
Savings would not be regarded as earnings for the purposes of Carer Support Payment. It’s from paid work.
Q. Will claimants have to attend ID appointments, e.g. as with Adult Disability Payment?
As part of processing an application, we need to verify the individual’s identity. We need to verify that the carer exists, and that identification is not being used fraudulently. Identity checks for Carer Support Payment will follow the same process as for all of our benefits. In person appointments would be carried out where identity cannot be verified automatically.
Q. Why is the pilot of the rollout always starting in the same areas?
All forms of assistance that have been delivered by Social Security Scotland to date have followed a similar pilot approach. For example, for both Adult Disability Payment and Carer Support Payment, our pilot first launched in the local authorities of Perth and Kinross, Dundee City and the Western Isles. A lot of consideration goes to this and because of the pattern that we follow with our phased rollout approach, these three areas have been selected because it allows us to get an idea of how the benefit works in combination of island, rural and an urban settings. With this being said, we are not committed to this one approach and some benefits will follow a different approach to rollout. For example, the pilot phase of Pension Age Disability Payment follows a different approach in Scotland from October this year. The pilot for this form of Scottish disability assistance – which is replacing Attendance Allowance in Scotland – will first launch in the local authorities of Argyll and Bute, Aberdeen City, Orkney, Shetland and Highland Council.
Q. I would be interested in timescales if we have that information?
The recent Carer Support Payment statistics publication shows information on applications and payments of Carer Support Payment from launch on 20 November 2023, to 30 June 2024. These statistics show that the median average processing time for applications processed to 30 June 2024 was 14 days. In the latest quarter, the median processing time decreased from 18 days in April 2024 to 10 days in May and then increased to 14 days in June 2024. We expect some variation in this as Carer Support Payment continues to roll out in additional areas across Scotland. The next set of Carer Support Payment statistics will cover information on awards up to September 2024 and will be released in November 2024.
Q. Can you please explain what you mean by when ‘case transfer is complete’? What will happen to Carer’s Allowance Supplement when the transfer is complete?
What we mean by when “case transfer is complete” is when all eligible carers in Scotland who are currently receiving Carer’s Allowance from the Department for Work and Pensions, have had their awards moved over to Carer Support Payment which is delivered by Social Security Scotland. We expect this process to be complete by spring 2025. This is an automatic process, with no need for carers to do anything. They will receive a letter from Social Security Scotland when their benefit has been selected for transfer, and a further letter when this process has completed. Until carers receive a letter from Social Security Scotland to tell them the transfer of their benefits is complete, they should continue to report any changes in their circumstances to the Department for Work and Pensions.
Q. What is the difference between Carer’s Allowance and Carer Support Payment?
In addition to delivery improvements made for all Scottish benefits, such as multiple application routes and support from local delivery services, we have focused on ensuring join-up between Carer Support Payment and wider support for unpaid carers and made eligibility changes to Carer Support Payment from launch. These include: expanding entitlement to more carers in full-time education so that carers can study and continue to receive Carer Support Payment. reducing the ‘past presence test’ when compared to Carer’s Allowance, so that carers are able to receive support more quickly when moving or returning to Scotland, including when they, or the person they care for is terminally ill. reducing use of suspensions so that these are more limited and introducing ‘temporary stops in entitlement’ so that rather than an award being suspended or permanently ended, it is temporarily stopped – i.e. when a carer exceeds the earnings threshold. This ensures that carers wouldn’t need to apply again when they become eligible and provides greater challenge rights than suspensions. providing signposting information in guidance, application channels and notifications to help carers find out about wider support they may be entitled to, in social security and beyond. Carers getting Carer Support Payment will also continue to benefit from the extra support from our Carer’s Allowance Supplement. We are also continuing to consider our priority improvements for Carer Support Payment after case transfer is complete, including introducing an additional payment for people caring for more than one person, and extending the run-on of support when a cared for person passes away from 8 to 12 weeks.
Q. You mentioned the 8-weeks run-on for Carer Support Payment after someone dies, where criteria is met? Does this mean that that disability benefits continue too?
No. Carer’s Allowance and Carer Support Payment can continue to be paid for 8 weeks after the person being cared for has passed away. The cared for person’s disability benefits will stop but the support is provided to the carer to give them more stability and time to adjust at this difficult time.
Q. At CHAS we deal with parents who may be caring for multiple disabled children, will this additional person payment be aimed at them?
Yes. The Carer’s Additional Person Payment expands on an earlier commitment to deliver additional support to carers caring for more than one disabled child, by extending entitlement to carers who are caring for more than one person of any age. We are committed to delivering the Carer’s Additional Person Payment, the current name for this support, as soon as possible after the process of case transfer from Carer’s Allowance to Carer Support Payment is complete. Carer’s Additional Person Payment will provide an extra £10 per week to carers with multiple caring roles, in recognition of the impact of this on their wellbeing.
Q. If the 8 week run-on requires the criteria for Carer Support Payment still to be met, then what is that criteria, if the disability benefit ends immediately when someone dies?
All eligibility criteria for Carer Support Payment would need to continue to be met by the carer during the 8 week bereavement run on, with the exception of the 35 hour caring requirement. In practice, this means that to receive the 8 week run on following the death of the person they care for, carers would need to continue to meet residence and presence conditions, not be studying certain courses if they are aged 16 to 19 for more than 21 hours a week, and have earnings of less than £151 a week after relevant tax, National Insurance deductions and expenses.
Q. I am presently working with a carer who has a question around Adult Disability Payment. They have been awarded Adult Disability Payment, however presently waiting on an appeal decision. When they called their posted copy of their application was lost in the mail, however they had a copy, and it has now been logged again on telephone. They were unaware of this until they called and had been waiting on a decision for a long period of time. How long will this take now, will it be looked at soon or will it be a lengthy process for them? Is this something they should follow up on phone again to check?
Any client queries will need to be followed up by telephone as our presentation team do not have access to the client database.
Q. I’ve got some horrific overpayments for Carer’s Allowance at the moment where if someone earns £0.50p over the £151.00 earnings limit, they will lose the whole entitlement. I just wondered why? So, in Scotland, they’re not a bit more inventive around trying to resolve this issue?
We are aware of the experiences many carers have had with Carer’s Allowance and overpayments related to earnings. In developing Carer Support Payment, we have taken on board lessons learned from this, including recommendations from a Work and Pensions Select Committee inquiry in 2019, to help prevent overpayments. In particular, we have worked with carers to make information on the rules on earnings and when to report changes clearer in information online and in notifications, we are making better use of provisions to average out carers’ earnings where earnings vary, or carers have earnings some weeks and not others, and we are using earnings data from HMRC and scheduled reviews for self-employed carers to check and track carers’ earnings. Where overpayments do occur in Carer Support Payment, Social Security Scotland have policies in place to make sure individual circumstances, including financial and other circumstances, are taken into account in any decisions on recovering overpayments. We’re also aware of concerns around the earnings ‘cliff edge’ where entitlement ends when carers earn just over the earnings threshold. We also carried out a public consultation in 2022 before launching Carer Support Payment where we asked for views on potential changes to address this, including increasing the earnings threshold and introducing a run-on of support when carers exceed the threshold. People responding to the consultation were supportive of changes but there were a range of views on the best approach, and we are continuing to consider the response to the consultation. To ensure that people already getting Carer’s Allowance in Scotland are not disadvantaged, any changes to the earnings threshold could not be considered until the case transfer process is complete, and all eligible carers have had their benefits transferred to Carer Support Payment.
Q. Are there any plans to rename the Carer’s Allowance Supplement Payment? Once the migration has started, and anyone claiming Carer Support Payment, it’s going to be basically wrongly named and because it’s going to be a Supplement for Carer Support Payment rather than Carer’s Allowance.
Once Carer Support Payment is available nationally and case transfer from Carer’s Allowance is complete, we are committed to making further improvements to support for carers. One of these is to change the way that Carer’s Allowance Supplement is paid so carers can receive more regular and accurate payments. We will need a new set of regulations to make this change (alongside the other changes which will be to create a new Carer’s Additional Person Payment for those with multiple caring roles and extend the time for which support is paid after the death of a cared for person). As part of this work, we are also looking at what the Supplement could be called in future, taking feedback from carers and support organisations, and we will be able to confirm this in due course. In the meantime, all eligible carers will continue to receive the extra support, whichever benefit they receive, either Carer’s Allowance or Carer Support Payment. And we will continue to pay the Supplement in the same way that we always have – as a lump to people in getting Carer’s Allowance or Carer Support Payment on the relevant qualifying date – until after case transfer is complete. Case transfer is expected to complete in spring 2025. Carers who are eligible for Carer’s Allowance Supplement will receive more information before any changes to how their payments will be made.
Q. I’m just wondering one of the points that you’ve made a bit earlier about when a backdated award is considered to be is treated as Carer Support Payment. Are the Department for Work and Pensions then responsible for the payments or would it still be Social Security Scotland?
Carers can apply for a Carer Support Payment award to be backdated to a point before the benefit was available (19 November 2023) in some situations. This would be where they are applying within 13 weeks of a decision to award a disability benefit to the person they are caring for, and the cared for person’s qualifying disability benefit has been backdated to a point before 19 November 2023. Carers would need to apply by telephone or local delivery to backdate an award for more than the standard 13 weeks. Where an award of Carer Support Payment is backdated to a date before the benefit launched, there would be one determination of entitlement and payment for the full period will be made to the client by Social Security Scotland. The difference is that the award is treated in law as if it were Carer’s Allowance for any period before 19 November 2023 and that is because Carer Support Payment did not legally exist at the time. This means that the carer can also be entitled to any linked support (for example in Universal Credit) for the period before 19 November 2023 too. This is to make sure that people are not missing out on support because of the introduction of Carer Support Payment. To be eligible for backdating to a point before 19 November 2023, the carer would need to have met the eligibility criteria for Carer’s Allowance during this time – so they would not be eligible, for example, if they were a full-time student at the time.
Q. If someone’s been awarded at Adult Disability Payment and it’s been backdated nine months, but that’s then just getting the decision, how long does the carer have to apply for us to backdate it the full nine months? Is there a time scale?
If the disability benefit has been backdated, if the carer applies within 13 weeks of that Adult Disability Payment decision and they carer met the eligibility criteria for Carer Support Payment on the start date of the Adult Disability Payment, then we can backdate as far as the start date of that Adult Disability Payment award. If the carer didn’t meet all the eligibility criteria for Carer Support Payment on the start date (for example if they were working and earning over the earnings threshold) they can be awarded Carer Support Payment from the first point after the start date of the Adult Disability Payment that they did meet all the criteria.
