The department of Social Security (DSS) is responsible for most of the help for people with disabilities. Responsibility for making policy lies with the DSS. This includes setting the framework of policy objectives and resources for the delivery and administration of social security benefits.

The day-to-day running of the social security system is the responsibility of the Benefits Agency whose Chief Executive is accountable to the Secretary of State for Social Security. Most benefits are administered by the Benefits Agency, an Executive Agency of the DSS, although some, such as tax credits, are now administered by the Inland Revenue. The Benefits Agency headquarters is in Leeds.

The Benefits Agency has in turn contracted out some of its functions to private companies. For example, medical services are run by Sema Group which has a five year contract to provide medical advice and examinations. Consequently, the Benefits Agency Medical Services (BAMS) was renamed ’Medical Services’.

Besides the Benefits Agency, four other Executive Agencies deal with aspects of DSS operations: the Appeals Service, Child Support Agency, Information Technology Agency, War Pensions Agency.

The administration of benefits for unemployed people through Jobcentres is a joint activity which involves Benefits Agency Staff and Staff employed in the Employment Service, an Executive Agency of the Department for Education and Employment.

DSS Structure

Small numbers of local offices, usually three, make up a Benefits Agency district. One of these offices is usually a district headquarters known as the District Office.

Each district is managed by a District Manager who has some freedom in how the district is run - so long as s/he stays within the agreed budget, overall guidelines, and specific performance targets ( for example, on the accuracy of decisions and clearance times for benefit claims). Each District Manager answers to a Area Director.

In some parts of London, you may have a branch office, with the work being done at one of three Benefits Centres in Glasgow, Belfast or Makerfield: your local office will give you full details.

Some benefits are dealt with not by local offices but by one or more remote centres: for example disability living allowance and attendance allowance have a network of 11 Disability Benefits Centres as well as the Central Unit at Fylde.

If you want to claim benefit which is dealt with by a central office rather than by your local DSS, the claim form for that benefit will tell you where you should send the form.

Northern Ireland

In Northern Ireland the Department of Health and Social Security is responsible for social security matters, but benefits are administered by the Social Security Agency whose Chief Executive is accountable to the Secretary of State for Northern Ireland.

Northern Ireland has its own legislation, and the structure and organisation of the system is different from Great Britain. However, the rates of social security benefits and the qualifying conditions are similar to those in Great Britain - apart from the survival of rate rebates.

Contacting the DSS

The address of your nearest social security office is in the phone book under ‘Benefits Agency’. If you are in any doubt, just phone up and ask which is the right office for you. The addresses of the central units are listed in ‘Government Departments and Benefits Agency Addresses’ - see Main Index.

Benefit Enquiry Line (BEL)

This specialises in benefits for people with disabilities. Call 0800 882200. If you have a textphone, call 0800 243355. The lines are open 8.30 am - 6.30 pm Monday to Friday and 8.30 am - 12.30 pm Saturday. Your call is free. BEL can provide general benefits advice or information. They cannot deal with your particular problems themselves, but this means your call is confidential and nothing you ask or say will go into your file.

For certain benefit claims, staff can fill in a form for you over the phone and send it to you to check and sign if you need this help. This can be in braille or large print. The series covers ICA, SDA, DLA, AA, disabled person’s tax credit and industrial injuries benefit for bronchitis and emphysema.

Northern Ireland

To find your local social security office, look in the phone book under ’Social Security’.

Staff give general advice on benefits for people with disabilities and offer a forms completion service. Both lines are open 9 am– 5 pm Monday to Friday.

Different DSS offices are likely to be organised in slightly different ways. The overall standards are set out in the Benefits Agency’s Customer Charter - you can get a copy from your local office. If you want to complain about something or have a suggestion for how Benefits Agency services could be improved see section ‘Making a Complaint’ in the Main Index.

Each District, as well as every other management unit within the Agency, must publish its annual business plan to show how it intends to work. Your District may also provide a more user-friendly guide to its services, or its own Customer Charter.

If you want to know how your local office is organised ask to speak to Customer Services. A Customer Services Officer can explain things and send you any relevant information.

During 1999, there were major changes to the system of decision making and appeals. Decisions that are now made by the Secretary of State were taken by adjudication officers and adjudicating medical authorities, and there were separate kinds of appeal tribunals for different benefits. Decision letters from before the transfer will refer to the old decision making authorities.