Fact sheet: Social security and child support tribunals
Updated 1 March 2024
Applies to England and Wales
© Crown copyright 2024
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The social security and child support (SSCS) project has introduced new technology to appeal benefits decisions made by DWP and HMRC.
The service allows users to start and progress their appeal online. Where appropriate, users can also have their case decided without the need to attend a tribunal hearing in person.
These new digital systems are designed around the people who use the service. They aim to make the process simpler to understand and quicker to resolve.
1. Headline figures
SSCS tribunals project has:
- received over 222,000 appeals for more than 15 different benefit types through the online Submit Your Appeal (SYA) service in the 2 years to December 2023
- scanned over 45,000 new appeal forms via the bulk scanning service, meaning these can also be shared digitally, even when submitted on paper
- received scores of ‘satisfied’ or ‘very satisfied’ from 86% of people using SYA
2. Main outcomes
We’ve achieved several main outcomes so far, including:
- creating a service on GOV.UK that allows members of the public to simply and easily appeal a decision about benefits online and submit further evidence digitally
- enabling DWP to receive appeals digitally for 99% of cases
- onboarding HMRC benefits such as Tax Credit and Child Benefit so that these can be handled digitally by both HMRC and HMCTS
- developing our case management system so that 97% of cases are handled digitally until they’re ready to list for hearing
- pioneering the use of new digital technology so that cases may be progressed digitally to hearing and post-hearing applications may be carried out digitally
- retaining access for people unable or unaccustomed to use digital systems, and improving the speed of service they receive with our bulk scanning operation
3. How the SSCS project helps to improve the speed of their service and maintain access to justice
The SSCS project has changed how we process the majority of appeals by introducing a digital solution. With a service that’s digital from start to finish, users can manage their appeal online and are supported by automated messaging. By removing paper documents from the process, users have a simpler and quicker process to submit and review evidence.
The effect of the digital process has been positive. Almost 9 out of 10 members of the public who have used the online service say they’re ‘satisfied’ or ‘very satisfied’. Once submitted, an online appeal application typically takes less than 10 seconds to be uploaded to us and sent to DWP.
Users who prefer to access the tribunal on paper can still benefit from an improved digital process with our bulk scanning operation. These scanned documents are then handled digitally to reduce wait times.
4. Looking ahead in 2024
By the end of 2024, we plan to:
- roll out a new scheduling and listing functionality which will make use of automation, where possible
5. Feedback from public users
A good application because I can check where my case is at any time.
Easy to understand and use.
Excellent platform and easy to use. Thank you.
The website is well displayed and the instructions on it help you to navigate across the system in a easy manor to use the system.
Very useful because you can send documents.
Fantastic easy helpful service. Thank you for making all so easy for all of us.
Excellent service for keeping up to date with appeals.
Very good service. Easy to operate and navigate.
Love that you have made this process online as it is very easy.
Excellent service. Thankyou.
The data included on this page is drawn from either management information or MOJ official statistics. Management information reflects the data held on our case management system, and is subject to change. Official statistics are fully quality-assured and form the agreed definitive position.