I came away every week feeling furious about being belittled. Photo: Getty
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Every time I visit the job centre, the staff treat me like a subhuman

Arriving at a JobCentre to claim Jobseeker’s Allowance, I felt like I’d fallen into the pages of Kafka’s The Trial. I was expected to navigate a complicated system while being treated with endless suspicion.

After three months of freelancing and looking for work and essentially living on less than £30 a week, I decided that the only sensible thing to do was to sign on and collect Job Seeker’s Allowance.

Claiming benefits wasn’t a position I wanted to find myself in, but I wasn’t making enough money writing to support myself. I’d taken the very first job I was offered after completing my MA, it was completely unsuited to me and I was desperately ill and unhappy. The company agreed to allow me to work from home on a “freelance” basis. Being naïve, I didn’t ask for the agreement in writing, and after a couple of months, they stopped replying to my emails and the work dried up. The money I’d saved from working full time in the office dried up. I wanted to be in journalism, but there was no chance of me raising the money to move to London, where the media resides, to intern for free at a newspaper until I was maybe offered a staff job at some unspecified point in the future. Jobseeker's Allowance seemed to be my best bet until I found something that I could do, and which had at least something to do with the two very expensive degrees I’d spent four years of my life studying for.

Despite living in the centre of Manchester, two minutes from Piccadilly train station, the nearest job centre was miles away, in a part of Salford I’d never visited before. I arrived for my initial assessment after a 55-minute walk. They refused to let me use the toilet or have a glass of water - basic amenities in a public building.

Throughout the process, I felt like I’d fallen into the pages of Kafka’s The Trial. The process of receiving a benefit seemed to be peppered with vague and arbitrary rules that no one explained, and my treatment at the job centre made me wonder if I’d committed an imaginary crime. A small excerpt, on the subject of travel costs to the job centre and whether or not they are able to reimburse you:

Advisor: We don’t pay your travel on sign-on days, just when you come for advisor meetings.

Me: Why is that?

Advisor: Well it’s because you HAVE to come in for sign-on day or you don’t get any money, but we’d just PREFER you to come in for your advisor meetings.

Me: So I could do my advisor meetings over the phone?

Advisor: No, you have to come in for you advisor meetings.

Me: So what’s the difference between advisor meetings and sign-on days?

Advisor: We don’t pay your travel on sign-on days.

Me: Right. 

Recently, I spoke to Lee Healey, the managing director of IncomeMAX, an organisation that helps people to maximise their income and improve their financial situation. Healey says that “most people ‘stumble’ on to the benefits they receive without truly understanding why they receive them, how they are worked out or exactly what their responsibilities for claiming are. The letters benefits claimants receive are also really complex which don't help. It is also worth remembering that most people claim benefits at a very difficult stage in their life; unemployment, sickness, retirement, disability, separation, children coming along, bereavement etc. I think that most people ‘get there in the end’ through a combination of looking online, talking to friends and family, getting advice and talking to the relevant government departments but it isn't easy and many miss out on their full entitlement. Billions of benefits go unclaimed every year.”

On each visit to the job centre, there were more members of the security team in the building than claimants. Three uniformed G4S employees manned the door. There were more security guards than in a club or in front of a particularly troublesome pub when there’s a football match on. I was instructed to sit down on a bench and wait, with a member of the G4S security team hovering behind me, as though I required some kind of supervision. I wondered if they’d been told that smiling was not permitted, and if the advisors had been briefed to speak to claimants in comically slow voices. It was as if they’d decided that anyone claiming benefits must be either monumentally stupid or a criminal, or some unfortunate mixture of the two.

I saw advisors taking personal phone calls at their desks on more than one occasion when people were waiting to see them and the job centre was unusually busy. My advisor cancelled my claim by accident because she “didn’t really use computers”. I also heard a member of staff telling someone who had called the job centre, clearly distressed, that nothing could be done and they should try a food bank.  I was aggressively reprimanded for “wandering around” by an intimidating member of the security team after being told to go through into the next room by an advisor. 

Neil Bateman, a welfare rights advisor, describes the punitive atmosphere of some job centres as entirely deliberate. “I know ex-DWP staff who have been admonished by managers for spending time giving advice. Some DWP staff get a perverse sense of achievement by being unpleasant to claimants," he says. "It's truly disgusting and one only has to hear some of the office banter to know what is going on.”

The portrayal of benefit claimants in the right-wing press seemed to link very closely to how I and many, many others have been treated at job centres around the country. Both experts I spoke to described this portrayal by the government and certain sections of the media as “completely unacceptable” and they believe it is based on biased views largely lacking in real evidence. Lee Healey notes that “support for Jobseeker's is under 8 per cent of total welfare spend so it’s ridiculous that unemployed people are portrayed in the media as undeserving of support and a drain on public resources”.

The toxic blend of a highly complex benefits system, unhelpful advisors and the coalition government’s ideological approach to sanctions means that it’s very easy to lose your benefit altogether, and not even be aware of the reason why. Lee Healey sees the sanctions as an attack on the most vulnerable people. “Jobseeker's and ESA claimants will generally be on the very lowest incomes; literally receiving a top up to take their income to a government set 'amount they need to live on' - when this 'top up' is sanctioned, by benefits being stopped or reduced it hits claimants hard. In many cases it will leave claimants with no money”. In the last two years, over 2 million people have had their benefits stopped through the coalition government’s sanction regime.

As someone who has spent 40 years working with claimants referred through voluntary organisations, Neil Bateman now spends more time “sorting out stupid and nasty benefit decisions and they take ages to resolve”. Lee Healey reports helping 13,000 households this year, a 50 per cent increase on last year, and says that the demand for his services is growing. 

I came away every week feeling furious about being belittled again by staff members who seemed to hold only distaste for me. On entering the job centre, my qualifications, internships, published achievements and public speaking successes were wiped away. I was basically a sub-human who couldn’t be trusted to use the toilet or have a glass of water or sit on a bench without someone in uniform standing over me. These small experiences serve to illustrate the hostile and mistrustful atmosphere of the job centre and the disrespect with which claimants are treated.

My job centre experiences are not unique, nor are they particularly extreme. Benefit sanctions, the unnecessary complexity of the system and the behaviour of some job centre employees are harming some of the most vulnerable members of society. Between March 2013 and March 2014, there was a 580 per cent rise in sanctions against chronically ill and disabled people. More than one million people received food parcels from Trussell Trust food banks last year. Benefit sanctions were used to ‘massage’ unemployment figures, as the coalition government conveniently excluded around 500,000 people on JSA from their statistics. Those people effectively did not exist, purely for the purpose of making a political point. It is essential that we, as a society, rediscover our compassion because something is very wrong here.

Harriet Williamson is a freelance journalist and full-time copywriter. She blogs about feminism, fashion and mental health, and tweets @harriepw.

Photo: Getty
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Why there's never been a worse year to leave the EU than 2017

A series of elections will mean Britain's Brexit deal will be on the backburner until at least January 2018. 

So that's it. Theresa May has invoked Article 50, and begun Britain’s formal exit from the European Union.

Britain and the EU27 have two years to make a deal or Britain will crash out without a deal. There are two ways out of that – firstly, it's possible that Britain could withdraw its invocation of Article 50, though the European Court of Justice has yet to rule on whether Article 50 is reversible or not. 

But if the government reaches the end of the two-year window, the timetable can only be extended with the unanimous agreement of not only the heads of the 27 other member states of the European Union, but the United Kingdom as well. Although both sides would suffer economic damage from an unplanned exit, no-one has done particularly well betting on economic self-interest as far as either Britain or the European Union in general is concerned, let alone when the two’s relationship with another is the subject.

For May in particular, the politics of extending the timetable are fraught. Downing Street wants Brexit done and dusted by 2019 to prevent it becoming a destabilising issue in the 2020 election, and in any case, any extension would provoke ructions in the Conservative Party and the pro-Brexit press.

But the chances that the EU27 and the UK will not come to an agreement at all, particularly by March 2019, are high. Why? In a stroke of misfortune for Britain, 2017 is very probably the worst year in decades to try to leave the European Union. Not just because of the various threats outside the bloc – the election of Donald Trump and the growing assertiveness of Russia – but because of the electoral turmoil inside of it.

May will trigger Article 50 at exactly the time that the French political class turns inward completely in the race to pick François Hollande’s successor as President enters its final stretch. Although a new president will be elected by 7 May, politics in that country will then turn to legislative elections in June. That will be particularly acute if, as now looks likely, Emmanuel Macron wins the presidency, as the French Left will be in an advanced state of if not collapse, at least profound transformation. (If, as is possible but not likely, Marine Le Pen is elected President, then that will also throw Britain's Brexit renegotiations off course but that won't matter as much as the European Union will probably collapse.) 

That the Dutch elections saw a better showing for Mark Rutte's Liberals means that he will go into Brexit talks knowing that he will be Prime Minister for the foreseeable future, but Rutte and the Netherlands, close allies of the United Kingdom, will be preoccupied by coalition negotiations, potentially for much of the year.

By the time the new President and the new legislative assembly are in place in France, Germany will enter election mode as Angela Merkel seeks re-election. Although the candidacy of Martin Schulz has transformed the centre-left SPD's poll rating, it has failed to dent Merkel's centre-right CDU/CSU bloc significantly and she is still in the box seat to finish first, albeit by a narrow margin. Neither Merkel's Christian Democrats or Schulz's Social Democrats, are keen to continue their increasingly acrimonious coalition, but it still looks likely that there will be no other viable coalition. That means there will be a prolonged and acrimonious period of negotiations before a new governing coalition emerges.

All of which makes it likely that Article 50 discussions will not begin in earnest before January 2018 at the earliest, almost halfway through the time allotted for Britain’s exit talks. And that could be further delayed if either the Italian elections or the Italian banking sector causes a political crisis in the Eurozone.

All of which means that May's chances of a good Brexit deal are significantly smaller than they would be had she waited until after the German elections to trigger Article 50. 

Stephen Bush is special correspondent at the New Statesman. His daily briefing, Morning Call, provides a quick and essential guide to British politics.