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Department for Work and Pensions gov.uk

Research: A qualitative study with contributory benefit customers and staff

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This report outlines the findings from a qualitative study with contributory benefit customers. The research involved qualitative interviews with New Style Employment and Support Allowance (ESA) and New Style Jobseeker’s Allowance (JSA) customers and focus groups with jobcentre work coaches.

The Department for Work and Pensions (DWP) undertook this study to better understand:

  • the factors influencing contributory benefit customers journeys onto and within the benefit system
  • contributory customers’ work histories, attitudes and aspirations
  • work or non-work related non-financial support contributory benefit customers want or need
  • contributory benefit customers’ and work coaches’ attitudes towards current and hypothetical policy principles

    • The research aims to explore how contributory customers’ attitudes, behaviours and needs shape their journeys within the welfare benefit system and employment.  

    There are currently significant gaps in evidence on the experiences of contributory benefit customers. This research fills key evidence gaps, particularly in relation to customer:

  • experiences within the welfare benefit system
  • attitudes toward work, support and the contributory principle

    • This is an extract. The publication continues at the source.

    Read the original at the source: https://www.gov.uk/government/publications/a-qualitative-study-with-contributory-benefit-customers-and-staff

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    Provenance

    Organization
    Department for Work and Pensions — imported from official source
    Official source
    https://www.gov.uk/government/organisations/department-for-work-pensions.atom ATOM
    Imported
    September 24, 2026 16:00
    Versions
    1 recorded
    Identity
    https://www.gov.uk/government/publications/a-qualitative-study-with-contributory-benefi...

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