Research and analysis

Perceptions of Department for Work and Pensions

Published 30 April 2025

Quantitative research with the general public and Department for Work and Pensions customers.

April 2025

DWP research report no. 114.

A report of research carried out by Ipsos UK on behalf of the Department for Work and Pensions.

Crown copyright 2025. 

You may re to use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. To view this licence, visit 

http://www.nationalarchives.gov.uk/doc/open to government to licence/ or write to:

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The National Archives
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or email  psi@nationalarchives.gov.uk

If you would like to know more about DWP research, email socialresearch@dwp.gov.uk 

First published April 2025. 

ISBN 978-1-78659-844-8

Views expressed in this report are not necessarily those of the Department for Work and Pensions or any other government department.

Voluntary statement of compliance with the Code of Practice for Statistics 

The Code of Practice for Statistics (the Code) is built around 3 main concepts (or pillars) trustworthiness, quality and value: 

• Trustworthiness – is about having confidence in the people and organisations that publish statistics 

• Quality – is about using data and methods that produce assured statistics

• Value – is about publishing data that support society’s needs for information 

The following explains how Ipsos has applied the pillars of the Code proportionately. 

Trustworthiness 

This research demonstrates trustworthiness through its commitment to independence and transparency. As an independent market research agency, Ipsos UK ensured that the findings are impartial and unbiased. Rigorous data security measures were implemented to protect participant anonymity, adhere to ethical standards and safeguard sensitive information. 

Quality 

The most appropriate research method was selected to deliver quality research within the scope of Department for Work and Pensions’ (DWP) requirements. Quantitative data was weighted to ensure that the results are representative by age, gender and region. All work adheres to Ipsos’ standards and accreditations including ISO 20252, ISO 9001, ISO 27001 and the Market Research Society’s Code of Conduct. 

Value 

The research findings provided insights into the perceptions of the general population, DWP customers and other cohorts of interest for the DWP and its brands: Jobcentre Plus (JCP) and Universal Credit. This information will help DWP better communicate its services. The findings also hold value for other organisations, policymakers, and researchers interested in social welfare and policy implementation.

Authors 

This report was written by researchers at Ipsos UK Public Affairs:  

Joanna Crossfield, Research Director 

Jill Mansfield, Research Manager 

Felicity Wareing, Research Executive

Executive summary 

Key findings 

Awareness 

Of the individual DWP brands – DWP, Jobcentre Plus (JCP) and Universal Credit (UC) – awareness of UC is most widespread among the general population. Over 8 in 10 (83%) have heard of UC compared to 75% who have heard of DWP and 73% who have heard of JCP.  

However, knowledge of UC is limited. People say they know more about DWP than JCP or UC. One in 3 (34%) know a fair amount or a lot about DWP compared to 28% who know a fair amount or a lot about UC. One in 5 (20%) say they have heard of UC but know nothing else about it, compared to 8% who have only heard of DWP but know nothing about it. 

Perceptions of DWP’s role 

DWP customers are more likely than the general population to speak positively about and to trust DWP. A third (33%) of DWP customers would speak highly about DWP, compared to around a fifth (21%) of the general population. Two thirds (65%) of DWP customers, compared to 61% of the general population, would trust DWP to do its best for customers. The exception to this is those with a long-term health condition or disability, who are less likely to speak positively about DWP. For example, 22% of people with long-term health conditions would do this; this is significantly lower than DWP customers overall and in line with the general population.  

JCP is more likely to be seen as an organisation for people out of work, than to help people already in work to progress. When asked about the remit of JCP, participants are more likely to say it is responsible for providing advice to help people into work (81%) than for providing services for working people, such as careers and job advice for people wanting to change jobs (68%).  

People who use DWP are generally positive about their interactions with DWP staff. Nearly 7 in 10 (68%) of DWP customers say DWP treats them with respect and a similar proportion (69%) felt their requests were handled professionally. 

What DWP does well and ways to develop 

DWP is perceived positively in terms of its functional responsibilities and customer service, both by its customers and the general population. However, participants thought the Department delivered more effectively on some aspects of customer service than others. For example, based on their experiences, 67% of DWP customers agree that DWP provides them with accurate information, compared to 62% who agree that DWP are knowledgeable about their issues and 59% who feel they understand their needs. Perceptions are similar among those who are not DWP customers and answered hypothetically (if they ‘were to contact JCP’); 65% think that if they were to contact JCP for support staff would provide them with accurate information, compared to 51% who think staff would understand their needs. 

Participants were asked if they would feel confident contacting DWP for help or support. Nearly 6 in 10 (58% of DWP customers) and 50% of the general population agree. Among those who are not confident, negative personal experiences and a negative reputation are key barriers. This is especially so for customers. Among DWP customers who would not feel confident, the most common reason (29%) was that they had previously had a bad experience with DWP. One in 5 of the general population and DWP customers (21% for both) said they did not feel confident they would be provided with help because they had heard from others that DWP was not helpful. 

Preferred communication channels 

Face-to-face contact continues to be an important option for contacting JCP for advice and support. For the general population this is their preferred method for contact or access (37%). DWP customers would prefer to use GOV.UK to contact or access advice or support from JCP (37%, compared to 32% who prefer face-to-face contact). One in 4 of the general population (24%) and DWP customers (25%) would prefer to contact a local JCP office by phone. 

Perceptions of local job and training opportunities 

When asked about perceptions of jobs in their local area, nearly half (45%) agree that jobs in their area are low paid, and around 2 in 5 (42%) agree that there are not enough full-time jobs for everyone or that training is too expensive (39%).

Glossary of terms

Benefit recipient

A claimant of any DWP benefit.

Carer

Someone who looks after or gives help or support to anyone because they have a long-term physical or mental health condition(s) or illnesses, a disability or problems related to old age.

DWP customer

Someone who has used with DWP, JCP or UC in the past year either:

• for themselves
• to help someone else (such as a family or friend), in their capacity as an employer, to help an employee
• in a professional capacity or as a volunteer with an organisation, such as to help someone get benefits advice

DWP appointees

An appointed individual who has the right to deal with the benefits of someone who cannot manage their own affairs because they’re mentally incapable or severely disabled.

In-work benefits

State benefits that people who are in paid employment may be eligible for, such as Universal Credit.

Out-of-work benefits

State benefits that people who are not in paid employment may be eligible for, such as Jobseeker’s Allowance.

Sanctions

Where someone’s benefit payments are stopped or otherwise limited for a period of time because they have not met the terms of their claimant agreement with DWP.

Background and methodology 

Background to the research 

This report provides findings from a survey to understand public perceptions of the Department for Work and Pensions (DWP), Jobcentre Plus (JCP) and Universal Credit (UC). 

The findings from this study provide DWP with insight into perceptions of the Department among the general population and key audiences, including: DWP customers, young people aged 16 to 24, economically inactive people over 50 and people with disabilities and long-term health conditions.   

Research Objectives 

The objectives of this research were to understand: 

• how the DWP is seen by the general population  

• how perceptions vary between DWP’s key audiences, such as DWP customers  

• the factors that influence these perceptions so that positive perceptions can be maintained and less positive ones improved

Methodology 

The research comprised a 15-minute online quantitative survey. The sample was drawn from Ipsos’ online panels, designed to reflect the UK population of adults aged 16 and over in the UK. This report is based on final, weighted data from 5,002 interviews.  

Fieldwork was carried out between 16 and 29 October 2024. All findings reported are significant at the 95% confidence interval. 

The questionnaire covered: 

• awareness of DWP and its brands (Jobcentre Plus and Universal Credit) 

• knowledge and understanding of responsibilities and remit of DWP and its brands  

• perceptions of the DWP, such as how effectively it delivers its services and how well it supports its customers 

• feelings of trust in DWP, based on perception and experience of DWP’s transparency, competence, treatment of customers and its role in growing the economy 

• use of and access to DWP’s services  

• experience and expectations of service provided by DWP staff

Data weighting and analysis 

Data are weighted to the profile of the UK population by age, gender and region. Significant differences of interest are indicated with symbols (▲▼) and defined in the footnotes for each chart.  

Subgroup differences for demographics are reported where there are consistent differences for demographic groups across related survey questions. 

Open ended responses, such as ‘other, please specify’ were coded with a threshold of 10 new responses for a new answer code.  

Some totals may not add up to 100% due to rounding and where responses such as ‘prefer not to say’ are not shown. Percentages under 5% may not be shown.  

The term ‘DWP customers’ used throughout this report is defined as those who had interacted with DWP, JCP or UC on their own behalf or for someone else within the last year, derived from their responses to the survey.^{[footnote 1]} 

This definition means that not all DWP benefit recipients are classed as DWP customers, if they have not interacted with DWP, JCP or UC in the last year. Similarly, not all DWP customers are DWP benefit recipients, although there are high degrees of crossover between the 2 groups. 

People who have interacted with DWP, JCP or UC on someone else’s behalf are not necessarily DWP appointees as the definition of a DWP appointee is more limited than that used in the questionnaire.

The Department for Work and Pensions’ audiences 

This chapter presents a breakdown of use of DWP, JCP and UC in the last year and compares demographic and household characteristics of those who have used DWP, JCP or UC in the last year and the wider population.  

Use of DWP in past year 

Of the 3 departmental ‘brands’ (DWP, JCP or UC), people are most likely to report having used DWP, either for themselves or on behalf of another person in the past year. This is the case for nearly 4 in 10 (39%), compared to 32% for UC and 31% for JCP. 

Among the total population: 

• just over a fifth (22%) have used DWP for themselves or someone else in their household or family 

• 11% used DWP help someone else such as a friend or relative  

• 8% have used DWP in their capacity as a professional or volunteer with an organisation, such as to help someone get benefits advice  

• 7% have used DWP for reasons related to employment or running their business^{[footnote 2]}  

Similar proportions of people have used JCP and UC for themselves or someone in their household (17% JCP, 18% UC), to help someone else (11% for both) or in a professional or voluntary capacity with an organisation, such as to help someone get benefits advice (10% JCP and 9% UC). This is shown in Figure 1, below. 

Figure 1: Use of DWP, JCP and UC by the general population in the last year

Q21 Which, if any, of the following best describes your experience with each of these in the last year? Base: All n= 5002 ▲▼ significant differences between DWP, JCP and UC^{[footnote 3]}.  

Overall, nearly 3 in 10 (29%) of the general population are currently claiming a DWP benefit. Eight in 10 (81%) DWP benefit recipients interacted with DWP in the past year. Among those claiming a health-related benefit, this was 3 in 4 (75%) (shown in Figure 2).

Figure 2: Usage of DWP, JCP or UC in the last year among benefit recipients

Q9. Which, if any, of the following best describes your experience with each of these in the last year? Base: Net: receives any DWP benefit (1450), Net: receives any DWP benefit excluding State Pension or Pension Credit (1382), Net: received any health-related benefits (including Scottish disability benefits (634), Not receiving any of these (2301). 

As shown in Figure 3 below, the profile of DWP customers (those who have used DWP, JCP or UC in the past year) is distinct from the general population. DWP customers are significantly more likely to: 

• be aged under 45. Nearly 3 in 5 (59%) were aged under 45 (vs 46% general population) and 2 in 5 (43%) were aged under 35 (vs 30% general population) 

• live in a household with children under 16 (42% or DWP customers vs 31% general population) 

• have a household income under £25k (36% DWP customers vs 31% general population)  

• have a long-term health condition that reduces their ability to carry out their day-to-day activities (43% DWP customers vs 34% general population) 

• have caring responsibilities for another person (36% DWP customers vs 24% general population)

Figure 3: Age profile of those who had used DWP, JCP or UC in the last year

Q21. Which, if any, of the following best describes your experience with each of these in the last year? Base: Used DWP, JCP, JCP in last year: n=2436 

Figure 4: Characteristics of general population compared to those who had used DWP, JCP or UC in the last year

Q29 How many children under the age of 16 are living in your household? Please reference only the children for which you are the parent or guardian. Q35 What is the combined total annual income (pre to tax) earned by all members of your household? Q36. Do you have any physical or mental health conditions or illnesses lasting or expected to last for 12 months or more that reduce your ability to carry out day-to- day activities? Q38. Do you look after, or give help or support to anyone because they have a long to term physical or mental health condition(s) or illnesses, a disability or problems related to old age? Base: Used DWP, JCP or UC in last year n= 2436 ▲▼significant differences between General population and Used DWP, JCP or UC in last year. 

Figure 5: Internet use and educational attainment of general population and those who have used DWP, JCP or UC in the last year

Q39 How often do you use the Internet for any purpose, such as work, leisure and others? This includes access from any device (such as desktop, laptop, tablet, mobile) and from any location (such as home, work, on the go). Q30 What is your highest level of education attained? Base: General population n= 5002, Used DWP, JCP or UC in last year n= 2436 ▲▼significant differences between General population and Used DWP, JCP or UC in last year 

Awareness of Department for Work and Pensions 

This chapter examines awareness of DWP, JCP and UC among the general population and how this varies among demographic groups. 

Awareness of DWP 

As shown in Figure 6, among the general population, UC is the most widely recognised DWP brand, with 83% saying they have heard of this. Considering different government organisations, DWP is more widely recognised among the general population than the Department for Education (71%) or National Careers Service (39%).

Figure 6: Awareness of DWP

Q8 Before today, which, if any of the following have you heard of? Base: General population n= 5,002, Used DWP, JCP or UC in last year n= 2436, ▲▼significant differences between General population and Used DWP, JCP or UC in last year. 

Knowledge of DWP 

Considering awareness of the different DWP brands in more depth shows that knowledge of UC is limited. Eight in 10 (83%) have heard of UC but over half (54%) have heard of it and nothing else or know only a little (20% have heard of it but nothing else, 34% know a little). Three in 10 (29%) know a fair amount/a lot about UC. DWP itself is the brand which people feel they have the best understanding of, with a third (34%) saying they know a fair amount or a lot about the organisation. 

Figure 7: Level of knowledge of DWP, JCP and UC

Q12 Before today, how much, if anything, would you say you knew about…? Base: General population n= 5002 ▲▼significant differences between DWP, JCP and UC.  

Familiarity with each of the DWP brands is greatest among those using it: 

• 41% of those who receive any DWP benefit know at least a fair amount about DWP, compared to 34% of the general population

• 67% of those receiving UC know at least a fair amount about UC, compared to 28% of the general population 

Familiarity with DWP is correlated with age. Those aged 16 to 24 are most likely to say they have not heard of DWP (71%), JCP (55%) or UC (40%). This group are also least likely to be familiar with DWP or JCP: 23% of 16 to 24-year-olds know at least a little bit about DWP and 22% know a fair amount or a lot about JCP – the lowest among all age groups. Those aged 25 to 44 are most likely to say they know a fair amount or a lot about JCP (36% of those aged 25 to 34 and 32% of those aged 35 to 44) or UC (39% of those aged 25-34). Those aged 65 to 74 are most likely to say they know a fair amount or a lot (46%) about DWP.  

Those claiming DWP benefits are more likely to know more about the different DWP brands, reflecting that they are more likely to use or be in touch with the organisation. Just over a third (34%) of the general population, compared to 41% of benefit recipients, say they know at least a fair amount about the DWP; 28% of the general population, compared to 37% of benefit recipients, say they know at least a fair amount about JCP; 28% of the general population, compared to 46% of benefit recipients, say they know at least a fair amount about UC. 

Related to this, those who are not working are more likely to say that they know a fair amount or lot about DWP (41%) compared to those who are working (29%). People who are working are more likely to say they know a fair amount or a lot about UC (31%) than those not working (25%). 

Those with a health condition or disability are more likely to say they know a fair amount or a lot about DWP (38% vs 32% without a health condition/disability), JCP (30% vs 27%) or UC (33% vs 26%). 

Perceptions of Jobcentre Plus’ remit 

The general population and DWP customers are most likely to see JCP as responsible for supporting people not in work. The most common tasks they identify as responsibilities of JCP are giving advice to help people into work (81% of the general population and 78% of DWP customers), matching unemployed people to jobs (80% of the general population and 77% of DWP customers) and helping unemployed people to prepare for work (79% of the general population and 78% of DWP customers).  

The general population are less likely than DWP customers to identify that JCP supports people working and claiming benefits to increase their earnings (72% compared to 74% of DWP customers).  

The general population are also less likely than DWP customers to identify benefit-related tasks as responsibilities of JCP. As shown in Figure 8, 58% of the general population agree JCP is responsible for ensuring people meet the conditions of receiving their benefit, compared to 64% of DWP customers. Just under half (47%) of the general population agree that assessing and processing claims for people receiving state benefits is one of JCP’s responsibilities, compared with 53% of those who have used DWP, JCP or UC in the last year. The same proportions agree that JCP is responsible for paying in- and out-of-work benefits to people.

Figure 8: Identifies individual task as responsibility of JCP

Q15 Which of the following, if any, do you think are responsibilities of Jobcentre Plus? Base: General population n= 5002, Used DWP, JCP or UC in last year n= 2436 ▲▼significant differences between General population and Used DWP, JCP or UC in last year. 

Those with a long-term health condition or disability are less likely to know about the work-related responsibilities of JCP than those without. For example, fewer identify matching unemployed people to jobs (77% with health condition vs 83% without) or helping unemployed people prepare for work (77% with long-term health condition or disability vs 82% without) as responsibilities of JCP. 

People with a long-term health condition or disability are equally likely as those without to know about the benefit-related responsibilities (including processing and monitoring fraudulent claims) of JCP. For example, the same proportions of those with or without a long-term health condition or disability think that ensuring people meet the conditions of their benefits is a responsibility of JCP (both 59%) or that providing advice and information on welfare benefits is a responsibility of JCP (both 55%). The same proportion of those with a long-term health condition or disability think that preventing and stopping fraudulent benefit claims is a responsibility of JCP (55% compared to 54% with no condition).

Use of the Department for Work and Pensions and Jobcentre Plus 

This chapter provides an overview of use of DWP in comparison to other sources of support for finding advice and information on benefits and jobs. It examines views on the amount of support DWP provides on issues such as helping working-age people get back into work, helping young people aged 16 to 24 who are not in education, employment or training (NEET), and helping people who are out of work or working few hours due to disability or ill health. 

Sources of information on benefits 

As shown in Figure 9, 7 in 10 of the general population (71%) and three quarters (74%) of DWP customers would use a government source for information on benefits. Considering the different government sources individually, both the general population and DWP customers are more likely to go to GOV.UK (61% of the general population and 62% of DWP customers) than to DWP (30% and 32% respectively) or JCP (14% and 20%) for information on benefits. Both DWP customers and the general population are more likely to approach a charity, most likely Citizens Advice (36% and 37%), than specifically DWP or JCP for benefits advice.  

Figure 9: Sources people would use for advice and information on benefits

Q10 Which, if any, of these sources would you use for advice and information on benefits such as Universal Credit, the State Pension or health and disability benefits? Base: General population n= 5002, Used DWP, JCP or UC in last year n= 2436 ▲▼significant differences between General population and Used DWP, JCP or UC in last year. 

Sources of information on jobs 

As shown in Figure 10, when government sources of support for information on finding a job or progressing in work (GOV.UK, DWP or their local JCP) are considered together, both the general population and DWP customers are most likely to use one of these (48% general population and 57% DWP customers).  

As shown in figure 10, around 4 in 10 DWP customers and the general population say they would use online job boards to look for information about finding a job (39% general population and 41% DWP customers). JCP and recruitment agencies are equally likely to be used (32% general population and 34% DWP customers would use recruitment agencies, 32% general population and 35% DWP customers would use JCP). 

Figure 10: Sources would use for information on finding a job or progressing in work

Q11 Which, if any, of these sources would you use for advice and information on finding a job or helping you to work more hours or get a better paid job? Base: General population n= 5002, Used DWP, JCP or UC in last year n= 2436 ▲▼significant differences between General population and Used DWP, JCP or UC in last year. 

DWP support for different groups 

The survey asked whether participants felt the DWP provided too much, too little or about the right amount of support to specific groups. DWP is most widely seen as providing the right amount of support to help people who are out of work to get back into work (35%), or to those of State Pension age (34%), as shown in Figure 11.  

Figure 11: Views on the amount of support provided by DWP to people in specific groups

Q25. Do you think the Department for Work and Pensions provides too much, the right amount or not enough support for each of these groups? Base: General population n= 5002. 

People tend to want more support for their own demographic group. For example, those aged 50 or over and not in work (42%) are most likely to say that there is not enough support for people aged 50 or over, compared to 37% of those who are not in work of all ages and 36% of the general population.  

Over 4 in 10 (44%) of those with a long-term health condition or disability say that DWP does not provide enough support to people who are out of work or working few hours because of disability, ill health or long-term health conditions, compared to 3 in 10 (30%) of those without who think not enough support is provided for this group. Just over a quarter (27%) of those with a long-term health condition or disability say DWP provides the right amount of support to this group, compared to nearly a third (32%) of those without.

Trust in the Department for Work and Pensions 

This chapter looks at trust in the DWP among the general population and DWP customers, and attitudes towards DWP, JCP, UC and the NCS. 

Reputation of DWP 

When asked to describe how they would speak about each of the DWP brands (DWP, JCP, UC and NCS), the general population is most likely to speak neutrally. As Figure 12 shows, 40% would speak neutrally about DWP, compared to 21% who would speak highly and 21% who would be critical. 

Of the organisations asked about, the general population knew least about the National Careers Service (NCS). A third (32%) responded ‘Don’t know’ when asked how they would speak of the NCS. 

Figure 12: How general population would speak about DWP, JCP, UC and NCS

Q16. Which phrase best describes the way you would speak about the following? Prefer not to say and None of these are not shown. Base: General population n=5002. 

Reputation of DWP among DWP customers 

DWP customers are more likely than the general population to speak highly of DWP, JCP and UC. A third (33%) of those who have used DWP, JCP or UC in the last year would speak highly about DWP compared to 21% of the general population. Three in 10 (31%) of those who have used DWP, JCP or UC in the last year would speak highly about the JCP compared to 20% of the general population. This suggests that people’s perceptions of DWP may improve through contact. 

Figure 13: DWP customers’ attitude towards DWP, JCP UC, NCS

Q16. Which phrase best describes the way you would speak about the following? Prefer not to say and None of these not shown. Base: General population n= 5002, Used DWP, JCP or UC in last year: 2436 ▲▼significant difference between general population and Used DWP, JCP or UC in last year.  

Trust in DWP actions 

When asked to what extent they trust DWP to do a range of actions, the general population was more likely to trust DWP to complete processes correctly than to show it takes customers’ needs into account.  

As shown in Figure 14, 65% of the general population would trust the DWP to be open in providing information about their claim and 62% would trust the DWP to do what it says it will, compared to 59% who would trust it to take its customers’ needs into account. This suggests that the general population trusted DWP to deliver more on some aspects of customer service than others. 

Figure 14: Amount DWP trusted to fulfil various customer service needs

Q13. To what extent do you trust the Department for Work and Pensions to do each of the following… Please think about everything you believe, think or have experienced with the Department for Work and Pensions (including Jobcentre Plus). Base: General population n= 5002. 

Trust in the DWP on the range of actions was similar among the DWP benefit recipients and DWP customers. Both DWP benefit recipients and DWP customers were more likely than the general population to trust DWP on these metrics. Two thirds (65% of those who receive any DWP benefit and 65% of DWP customers) trust the DWP a fair amount or a great deal to do its best for customers, compared to 61% of the general population. The same proportion (65% of those who receive any DWP benefit and 66% of DWP customers) trust the DWP a fair amount or a great deal to deliver a high-quality service, compared to 58% of the general population. 

However, nearly 2 in 5 (39%) of people with long-term health conditions or disabilities were more likely not to trust DWP very much or at all to take its customers’ needs into account in how it provides its services, compared to 32% of DWP customers and 34% of the general population. 

Views of DWP and JCP 

Participants were presented with a list of attributes and asked which fit with their ideas or impressions of DWP and JCP. As shown in Figure 15, the general population is more likely to have views on DWP than JCP. They were significantly more likely to say they did not know what they thought about JCP (22%) than DWP (18%).  

People most commonly thought that both DWP and JCP lacked resources (both 25%). The other attributes most frequently associated with DWP are being out of touch with customers (21%), being professional (21%), being capable (20%), treating customers with respect (19%), being trustworthy (19%) or serving the British public well (19%). The most common attributes associated with JCP are treating customers with respect (20%), being professional, being capable or treating customers fairly (all 19%) or being trustworthy (18%).  

Figure 15: Views of DWP and JCP among the general population

Q17. Here is a list of things - both favourable and unfavourable - that have been said about [DWP/JCP]. Select each statement that fits your ideas or impressions of [DWP/JCP] Base: General population n= 5002. ▲▼significant differences between DWP and JCP. 

While 21% of the general population think that the DWP is out of touch with its customers, this is higher among those who receive disability or health benefits (31%), those who receive any DWP benefit (25%), those living in the North-East of England (27%), and those aged 55 to 75 (26%).  

When looking at DWP customers and the general population, DWP customers are more likely than the general population to express an opinion at all (either positive or negative) about JCP. As shown in Figure 16 below, 10% of those who have used DWP, JCP or UC in the last year answered ‘don’t know’ when asked their opinions on JCP, compared to 22% of the general population. DWP customers were more likely than the general population to identify each of the attributes with JCP, both positive and negative. The attributes DWP customers most commonly identify with JCP are treating customers with respect and being trustworthy (both 26%), not having enough resources, being professional in its approach (both 25%), and being capable, offering effective recruitment services and treating customers fairly (all 24%).

Figure 16: Favourable and unfavourable views of JCP among the general population and those who have used DWP, JCP or UC in the last year

Q17. Here is a list of things – both favourable and unfavourable – that have been said about [DWP/JCP]. Select each statement that fits your ideas or impressions of [DWP/JCP] Base: General population n= 5002, Used DWP, JCP or UC in last year: 2436 ▲▼significant differences between total population and subgroup. 

Confidence in help from DWP and JCP 

Both the general population and DWP customers are more likely to be confident that DWP (50% general population, 58% DWP customers) will provide them with helpful support than they were that JCP would do this (45% general population, 54% DWP customers). This could be due to greater familiarity with DWP than JCP. While people were equally likely to be aware of DWP and JCP, they were more likely to feel that they knew a fair amount or a lot about DWP. 

DWP customers are more likely than the general population to feel confident that DWP and JCP would provide them with helpful support. This suggests that use of DWP may influence confidence in receiving helpful support from them.  

Figure 17: Percentage of general population and DWP customers that trust DWP/JCP to provide helpful support

Q23 How confident, if at all, would you feel that each of the following could provide you with helpful support if you needed it? Base: General population n= 5002, Used DWP, JCP or UC in last year n=2436 ▲▼significant differences between general population and Used DWP, JCP or UC in the last year. 

Trust in types of support 

The general population is most likely to trust DWP to help people who are out of work or to carry out functional duties effectively. Nearly 6 in 10 (58%) trust the DWP to provide employment support for people on welfare benefits seeking work, 55% trust DWP to pay benefits people are entitled to accurately, 54% trust DWP to provide effective employment support or advice to people not claiming benefits who are seeking work, and 53% trust DWP to apply sanctions accurately. Just over half (53%) trust DWP to offer an effective recruitment service to employers and 52% trust DWP to provide appropriate employment support to people with health conditions or disabilities. 

People are relatively less likely to trust DWP to support those who are already in work, reflecting the perception of the Department as supporting people who are out of work. Just over half (51%) trust DWP to help people to develop new skills to progress in work, 50% trust the DWP to support people claiming in-work benefits to earn more so that they no longer need to claim, and 45% trust DWP to help people to reach their full career potential.  

Among people with long-term health conditions or disabilities, 44% do not trust the DWP to help people reach their career potential (compared to 41% among the general population).

Figure 18: Trust in DWP to provide different elements of support among the general population

Q18. To what extent do you trust the Department for Work and Pensions (including Jobcentre Plus) to… Base: General population n= 5002. 

Perceptions of DWP staff 

DWP customers think that DWP staff deliver services effectively. However, they are less likely to feel DWP staff understand their needs.  

As shown in Figure 19, nearly 7 in 10 (69%) agree DWP dealt with their requests professionally, and a similar proportion (68%) say DWP treats them with respect. Customers are less likely to agree that DWP staff are knowledgeable about their needs (62%) or understand their needs (59%). 

Figure 19: Agreement that DWP staff provide different elements of customer service among DWP customers

Q22. Thinking about the Department for Work and Pensions, Jobcentre Plus and Universal Credit staff you have dealt with, to what extent do you agree or disagree with the following statements? Base: Used DWP, JCP or UC in last year: 2436.  

People who have not used DWP, JCP or UC in the last year are more likely to think that DWP staff would be accurate and professional and less likely to think their needs would be understood. As shown in Figure 20, nearly 2 in 3 (65%) of the general population think DWP staff would be fairly or very likely to provide accurate information, in contrast to 51% who think the DWP would understand their needs. 

Figure 20: Non-DWP customers’ perceptions of DWP

Q22A. If you were to contact Jobcentre Plus, how likely or unlikely do you think they would be to…? Base: All those who have not used DWP, JCP, UC in last year n= 2198.   

Views on transparency of DWP 

DWP customers (54%) are more likely than the general population (45%) to agree that DWP is doing the right amount to be open and transparent. The general population is more likely to say they don’t know, suggesting lack of familiarity with DWP. 

Figure 21: Perception of the amount that the DWP does to be open and transparent

Q14. Thinking about the Department for Work and Pensions overall, do you think they are doing too much, not enough, or about the right amount to be open and transparent with the different types of information they hold? Base: General population n= 5002, Used DWP, JCP or UC in last year: n=2436.  

When asked about fraud and error, the general public and DWP customers were similarly likely to say that DWP was not doing enough to reduce levels of fraud and mistakes made by claimants and DWP in the welfare benefits system; 42% of the general public felt that DWP was not doing enough on this, compared to 40% of DWP customers. Customers were more likely than the general population to say that DWP was doing about the right amount to reduce fraud and mistakes; 29% of the general population felt that DWP was doing about the right amount to reduce levels of fraud and mistakes made by claimants and DWP in the welfare benefits system, compared to 37% of DWP customers. 

Accessing support 

This chapter examines awareness of how to contact DWP for support, preferred methods of contacting DWP and barriers to feeling confident in contacting DWP for support. 

Contacting DWP 

The general population is confident that they either already know or could easily find out how to contact DWP if they needed information about the State Pension, UC or other state benefits. People are more likely to know how to contact DWP about the State Pension (75%) than other state benefits and financial support. The general population is equally likely to know how to contact DWP about Universal Credit as they are about other state benefits and financial support (both 68%) (shown in Figure 22). 

Current benefit recipients are more likely than the general population to know how to contact DWP. Four in 5 (81%) of people claiming DWP benefits would know how to contact DWP to report a change of circumstances.

Figure 22: Awareness of how to contact DWP about specific benefits

Q19 If you needed to, would you know how to contact the Department for Work and Pensions about….? Base: General population n= 5002, reporting a change of circumstances only asked of those receiving relevant benefits, n=1800.  

*Only those receiving benefits for which recipients may need to report a change of circumstances were asked if they would know how to report a change of circumstances. 

Contact preferences 

The general population is equally likely to want to contact JCP using face-to-face or online methods: 37% would prefer to contact JCP in person at a local JCP office, 36% would prefer to contact JCP through GOV.UK. 

DWP customers prefer online methods: 37% would prefer to contact JCP through GOV.UK and 34% would prefer to contact them by email compared to 32% who would prefer to contact JCP in-person. For DWP customers, in-person contact is the third most preferred contact channel. 

Figure 23: Preferred methods for contacting JCP for support, by general population and DWP customer

Q20 If you wanted to contact or access a local Jobcentre Plus for advice or support (including on Universal Credit), how would you prefer to do this? Select up to 3. Base: General population n= 5002, Used DWP, JCP or UC in last year: n=2436.  

Contact channel preferences vary by age. In-person contact is most likely to be preferred by people aged 75 and over: 52% of people over 75, compared to 37% of the general population, prefer this channel. Email is most likely to be preferred by people aged 25 to 34 years: 37% of people aged 25 to 34 years, compared to 31% of the general population who say this would be their preferred channel. People over 75 are most likely to select telephone (30% of over 75s, compared to 24% of the general population). Preference for using GOV.UK was consistent across age groups. 

Barriers to confidence in receiving support from DWP 

Among both customers and the general population who are not confident that DWP or JCP could provide helpful support, personal experience and DWP’s reputation are key reasons. Almost 3 in 10 (29%) DWP customers who are not confident that DWP will provide them with helpful support say this is because they have previously had a bad experience with the Department.  

Among those in the general population who lack confidence in DWP, the most common reason is because they have never had to ask for support like this before (23%). A similar proportion (21%) say their lack of confidence is due to a previous bad experience, having heard from others that DWP is not helpful (21%) or thinking the JCP is an unwelcoming environment (20%). 

Figure 24: Barriers to feeling confident of being provided with helpful support from DWP/JCP

Q24 You said that you would not feel confident that you would be provided with helpful support from Base: General population n= 2536, Used DWP, JCP or UC in last year n=1184 ▲▼significant differences between general population and Used DWP, JCP or UC in the last year.

Perceptions of local job and training opportunities 

This chapter describes people’s perceptions of the job and training opportunities available in their local area. 

Local jobs and training opportunities 

When asked about job and training opportunities in their local area, low paid jobs, lack of full-time vacancies and the cost of training are key concerns. Over 2 in 5 (45%) say that jobs in their local area are low paid and that there aren’t enough full-time vacancies for everyone at the moment (42%). Among the general population, people are least likely to agree that local training opportunities are relevant to the jobs (31%), that they could get a higher paid job (31%) or that there are enough training opportunities to help people like them get on in work (29%). 

Among people with long-term health conditions or disabilities, just over a third (35%) believe DWP does not provide enough support to people of working age who are out of work, to get them back into work.

Figure 25: General population’s perceptions of jobs and training in their local area

Q26 How would you describe job and training opportunities in within a one-hour commute from where you live, using the mode of transport you would be most likely to use to travel to work? Base: General population n= 5002. 

Variations by age 

Perceptions of local job and training opportunities vary by age and reflect different experiences. Around half of those aged 16 to 34 (48%) or 35 to 64 (49%) say local jobs are low paid. However, 16 to 34 year-olds (49%) are more likely than 35 to 64 year-olds (29%) to agree that they could get a higher paid job if they wanted. Those aged 16 to 34 (45%) are also more likely than 35 to 64 year-olds (32%) to agree that there are enough jobs for people like them locally. Younger participants are also likely to be more positive about local training opportunities. Nearly half of those aged 16 to 34 agree that there are enough local training opportunities for people like them to get on in work or that local training opportunities are relevant to the available jobs (48% for both statements). This compares to just over a quarter of those aged 35 to 64 who agree that there are enough local training opportunities or that the training opportunities are relevant (27% for both statements).  

However, those aged 16 to 34 are more pessimistic about the types of jobs available locally. Over half (53%) say that there aren’t enough full-time vacancies, compared to just over 4 in 10 (42%) of those aged 35 to 64. Those aged 16 to 34 are also more likely to agree that local jobs are mostly short term zero-hour contracts (46% vs 35%). 

Variations by region 

There are differences in perceptions of local jobs availability by region. People in the North-East are least likely to agree that there are enough training opportunities for people like them (23% compared to 29% of the general population) or that there is enough training overall (24% compared to 32% of the general population).  

Around 3 in 10 (31%) of the general population think that training opportunities are relevant to local jobs. This decreases to 25% of people in the North-East of England or East Midlands, and 22% of people in South-West England. 

People in South-West England (55%), North-East England (54%) and Wales (52%) are most likely to say that jobs in their area are low paid (compared to 45% of the general population).  

People in South-West England (21%) and North-East England (27%) are least likely to say they could get a better paid job in their area if they wanted to (compared to 31% of the general population).

Conclusions 

Increased knowledge of DWP appears to improve perceptions of it, including trust and confidence. 

DWP customers are more likely to feel positively towards DWP than the general population, suggesting engagement is generally positive. However, those with a long-term health condition or disability are less likely to feel positively towards DWP, despite contact they may have with the DWP.  

DWP and JCP are both more widely seen as organisations for people out of work, rather than to support people to progress in work. This includes among current customers.  

When asked about the amount of support provided by DWP to specific groups in society, around a third of people say that they ‘don’t know’ whether it is sufficient. For some groups, a similar proportion say that DWP does not provide enough support to each group. People are particularly likely to think their own demographic is insufficiently supported by DWP. This suggests that there can be a lack of awareness of the work that DWP does to support specific groups. 

When asked about local job opportunities, people’s key concerns are that jobs are low-paid, there is a lack of full-time vacancies or that training is too expensive. Some people feel that they have insufficient training opportunities to help them progress and that they would be unable to get a higher paid job or work more hours if they wanted.

1. Participants were asked: Which, if any, of the following best describes your experience with each of these in the last year? (a) Department for Work and Pensions, (b) Jobcentre Plus (c) Universal Credit. For each, participants could select one answer from: (i) I have used this for myself or someone in my family or household, (ii) I have helped someone else use this, such as a friend or relative, (iii) I have used this as an employer or part of my business (such as to fill a vacancy or help one of my employees) [for (a) only], (iv) I have used this in a professional capacity or as a volunteer with an organisation, such as to help someone get benefits advice, (v) None of these, I have not used this at all in the last year, (vi) Don’t know, (vii) Prefer not to say. ↩

2. Note that the response ‘I have used this as an employer or part of my businesses (such as to fill a vacancy or help one of my employees)’ was only shown to participants when asking about their use of DWP. ↩

3. The answer response, ‘Used this as an employer or part of my business’ was only shown to participants when asked about DWP. ↩