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Welfare Reform Bill

this is an important amendment and I support it. The problem is that the provisions are currently deeply embedded in the documentation. Language difficulties make the situation even more difficult. At the moment, customers—claimants—““can”” and ““may”” bring intermediaries but, because the Bill is introducing a significant cultural change, we should move the system from ““can”” to ““should””. We should encourage people to bring buddies or members of the family with them at all times. Research shows that when people are in a situation with which they are more comfortable, the system has a much better chance of getting the best quality evidence, which it needs to discharge the application. It is not just about ethnic minorities who have difficulty with comprehension of the language; nor is it about medical physical disabilities; it is actually a cultural shift. The guidance given in advance of this change must make it clear that people should be encouraged to bring people with them. If you are in any doubt, or you are just feeling nervous about confronting bureaucracy, you should be encouraged; there should not be a permissive power embedded in the fine print. That is a very, very important part of getting this reform right. There is a danger that the officials may think, ““Well, we’ve got this covered, because it has always been there and there is nothing wrong with it””. In the past it served well, but the situation is so changed and so complicated that it would pay dividends, and would cost the department nothing at all, to encourage people and to say to them, ““You will bring someone with you if you are unsure””. That approach would be a much more positive way of getting the results that we are all trying to seek in this reform.