Streamlining Welsh benefits: route map 2026 to 2030

Underpinned by the Welsh Benefit Charter principles of dignity, simplicity and accessibility, delivery of Welsh benefits will take a preventative approach. It brings together financial support with wider advice and support services, helping people to access the right assistance at the right time while addressing both the causes and consequences of poverty and disadvantage. 

The Welsh Government’s Programme for Government has committed to improve Welsh benefits to make support easier to access and fit for purpose. The work of the Streamlining Welsh Benefits Steering Group will be key to delivering on this commitment. The Deputy First Minister and Cabinet Minister for Social Justice and Equality has tasked the Streamlining Welsh Benefits Steering Group to continue to drive the Phase 1 work to completion alongside considering incorporating an expanded suite of Welsh benefits as part of working at pace to deliver against the Programme for Government commitments.

The aim of this route map is to build on the work done to date and to progress and broaden the scope of the programme to include more Welsh benefits. It sets out the activities needed to fully implement streamlined delivery of phase one benefits across all local authorities as well as those that are required to bring other Welsh benefits (along with different delivery partners) into scope and identify the actions needed (if any) to streamline delivery and increase take-up.

Based on research and evidence base developed as far back as 2020 by The Bevan Foundation and other stakeholders, the following grants and payments have been previously defined as Welsh benefits and so deemed to be potentially in scope of this route map but will be open to discussion and further prioritisation as the work progresses:

• Baby Bundles 
• Council Tax Reduction Scheme (Phase 1)
• Disabled Facilities Grant
• Discretionary Assistance Fund (Associated Scheme)
• Education Maintenance Allowance
• Free Prescriptions
• Free School Meals (Phase 1)
• Fuel Bank Vouchers 
• Funded Childcare
• Welsh Government Learning Grant (Further Education)
• Healthy Start Vouchers
• National Heat Fund Scheme 
• NEST warm homes scheme
• NHS Low Income Scheme 
• Schools Essentials Grant (Phase 1)

This means that some activities in this route map will incorporate benefits/grants that are delivered by different stakeholders, both public sector and private, and not just local authorities. All are either funded and/or governed by the Welsh Government. The route map sets out actions that start to examine how these additional benefits can become part of a coherent Welsh benefits offer and the role the steering group can play in delivering this. The scale and complexity of the challenge is recognised, and the route map aims to set out the groundwork with further actions to be added as this progresses. As this work continues, consideration will be needed on expanding the steering group membership to ensure appropriate representation of relevant delivery partners noting that the current membership only includes local authorities’ representatives who are involved in Phase 1 benefit delivery. The route map is not intended to specifically map out a direction to a fixed end point, instead it is intended to set out actions which help develop incremental tangible improvements to the delivery of the Welsh benefits to ensure a fairer and more compassionate welfare system that reflects the needs and values of Wales and provides effective support for individuals and families.

During 2025 to 2026, the Streamlining Welsh Benefits Steering Group oversaw a significant amount of complex work, which was largely discovery in nature. The Phase 1 Progress Report published in April 2026 gives a detailed overview of the work carried out and the complexities of integrating differing systems and contains 6 broad recommendations to take forward and to ensure momentum is maintained against the 3 Phase 1 benefits. The route map incorporates the 6 recommendations as well as other actions to commence the work on an expanded list of Welsh benefits being streamlined.

During August/September 2026 a rapid progress review was completed to understand how far local authorities had progressed and to develop a baseline for future monitoring arrangements. Whilst the review revealed some good progress towards the recommendations in the progress report it also helped to identify gaps in implementation and we have used information gathered from the review to inform the development of actions relating to Phase 1 consolidation within this route map. 

• The long-term aim is for an individual to access their financial entitlements in a simplified way no matter where they live in Wales.
• People will be able to tell their story once to receive (or to be directed to) what they are entitled to, rather than provide duplicate information and evidence numerous times.
• There will be a cultural shift towards rights and entitlements, whereby, barriers such as stigma are considered and removed as far as possible.
• The commitments and outcomes within the Welsh Benefits Charter will underpin the success of these aims.

Success for the list of expanded benefits has been defined as:

“A welfare system that reflects Welsh values and priorities, helps reduce poverty, promotes wellbeing, and ensures that people can access the support to which they are entitled”.

Our commitments in the Welsh Benefits Charter are mapped against 5 strategic objectives.

1. A simplified Welsh benefits system

• Operates in accordance with the Welsh Language Standards and Welsh Language (Wales) Measure 2011, promoting and facilitating the ability of citizens to access the system easily in clear, accessible Welsh.
• Adapts processes and systems to meet individual needs and preferences and explores methods which will ensure Welsh benefits are accessible via multiple communication channels: digital, phone or postal methods.
• Adheres to Digital Service Standards for Wales.
• Take-up measured by the number of people supported via Welsh Government benefit schemes.

2. An inclusive Welsh benefits system

• Demonstrates fairness and equality in the delivery of Welsh benefits to ensure dignity and respect in the treatment of individuals without discrimination.
• Meets the needs of marginalised and disadvantaged groups who are particularly at risk of experiencing poverty, recognising the diversity of the people of Wales as encompassed by the Equality Act 2010.
• Ensures everyone is treated equally, fairly and without discrimination and that the social model of disability is adopted by all delivery partners.
• Identifies and removes the barriers that prevent people from claiming their entitlements and proactively helps people to access the financial support they are entitled to.
• Raises awareness and enables take-up of entitlements through:
  • the delivery of communications, using all media channels, that promote a positive view of entitlements and are in accessible formats including Easy Read, BSL and community and Welsh languages.
• Awareness of benefit entitlement and the support available is improved through clear messaging on Welsh and non-devolved benefits which also challenges myths and stereotypes.

3. A person-centred Welsh benefits system

• Evaluates processes and systems with the people who will use them before finally putting them into operation.
  Flexible and not based on a one-size fits all methodology; can respond to the changes and pressures of lives of people in Wales.
• Informed Welsh policy which has involved partners and individuals and other stakeholders in its development.
• Allocates resources fairly and efficiently across Wales to deliver a service which puts people first.
• Encourages and responds to feedback to enable the delivery of the best service possible.

4. A coherent Welsh benefits system

• Ensures new Welsh benefits are designed to complement the existing devolved benefits system, identifying gaps in current provision.
• Work towards a single access point for Welsh benefits.
• Raises awareness and enables take-up of entitlements through:
  • ensuring staff delivering Welsh benefits are knowledgeable and experienced and receive ongoing training in the delivery of up-to date advice and appropriate support.
• Raises awareness and enables take-up of entitlements through:
  • continuing to work with the Department for Work and Pensions (DWP) to raise awareness and promote the take-up of non-devolved benefits in Wales.
• Facilitates identification of eligibility of other financial support.
• Makes use of data sharing for the good of the public in line with General Data Protection Regulations (GDPR).

5. A future-proof Welsh benefits system

• Makes a positive difference in Wales which is aligned with the Well-being of Future Generation Wales Act. ‘Prosperity for All: the national strategy.’
• Raises awareness and enables take-up of entitlements through referring people to independent advice and support at an early stage to:
  • identify and address the causes of financial hardship, helping to break the cycle of poverty
  • for help to make their application for financial support and challenge decisions
• Outcomes are improved for children and young people from low-income households, supporting them to have a better future and reach their full potential.
• Increased take-up of Welsh benefits, helping to maximise household incomes and contribute to tackling poverty in Wales.
• Financially resilient communities are developed through our commitment to alleviate and prevent poverty.
• There is a reduction in the need for emergency aid such as food banks as households are supported to become financially resilient.

Below shows high level priority actions needing to be undertaken underneath these objectives in this phase with a time frame for completion. There are clearly interdependencies between some of these priorities which will be managed to ensure no duplication of activity.

It must be noted that the aim of this route map is not to prescribe all the activities that will be undertaken as part of the programme rather to provide high level direction with the aim of shifting delivery of Welsh benefits further along to the end goal. There is recognition that the route map will evolve and the priorities and outputs are subject to refinement as the work progresses.

Where possible, actions are presented in terms of what can be achieved/delivered in the:

• short-term (next 12 months)
• medium-term (next 24 months)
• long-term (by the end of this term: 2030)

This route map is published under the principles of the Welsh Benefits Charter which was formally endorsed at the Partnership Council in November 2023. 

1. A simplified Welsh benefits system

Priority 1

Develop a baseline of progress towards the commitments in the Welsh Benefits Charter and develop options for future monitoring.

Action

• Carry out a rapid progress review of all 22 local authorities against Phase 1 recommendations.
• One to one meetings with local authorities to discuss progress and identify barriers/support needs.
• Annual report to Steering group on progress of route map actions.

Output

• Identification of gaps in progress, to focus delivery and support to achieve commitments. (Short-term)
• Agree individual actions to deliver route map outcomes and identify individual support for each local authority. (Short-term)
• Ongoing progress monitoring. (On-going)

Priority 2

Welsh Government to consider opportunities to simplify policy, legislation and delivery guidance on all Welsh benefits programmes to reduce administrative burden on individuals and delivery partners.

Action

• Carry out a consultation on Council Tax Reduction Scheme reassessments as a result of roll-out of Universal Credit and implement recommendations.
• Simplify access for eligible learners to apply for financial support when studying an eligible further education course.
• Review and update guidance and grant funding conditions for all Welsh benefits to include actions to support Streamlining of Welsh Benefits. 

Output

• Subject to the output of the Council Tax Reduction Scheme consultation, reduction in the administrative burden on local authorities. This will also potentially reduce financial impact for claimants with earnings on or around the thresholds. (Medium-term)
• Application system which removes duplication of effort and creates one record as eligible individuals move from further to higher education (Medium-term)
• Allows students to input information once for post 16 educational grants from Further Education into Higher Education only updating information where there are changes. (Medium-term)
• Updated guidance and grant funding conditions to delivery partners to work to deliver in line with the Welsh Benefits Charter commitments. (Short-term)

Priority 3

Examine challenges relating to integration of IT systems as identified during Phase 1 and identify suitable digital solutions to ensure customer experience is improved.

Action

• Work with individual local authorities to articulate issues and identify solutions and feed into WLGA Digital Advisory Group.

Output

• Customers have a better experience when using digital services. (Medium/long-term)

2. An inclusive Welsh benefits system

Priority 1

All local authorities work to create a cultural shift away from simply managing benefits towards one which pro-actively promotes access to entitlements, actively promoting the use of data within and across the local authority as part of this (Phase 1 recommendation).

Action

• Establish a community of practice to encourage local authorities to proactively promote eligibility to financial support (Phase 1 benefits).
• Extend focus to relevant expanded list of LA led Welsh benefits once review and discovery exercise completed.

Output

• A community of practice to encourage continuous improvement of outreach and awareness of all Welsh benefits with lived experienced and customer feedback at its core. (Short-term)

3. A person-centred Welsh benefits system

Priority 1

Review of all Welsh benefits to maximise impact and ensure value for money.

Action

• Consider findings from externally commissioned research report.

Output

• A deeper understanding into how Welsh Government can align and maximise resources and impact on individuals in Wales. (Short-term)
• Provide initial prioritisation to help identify which benefits the Steering group should focus on as part of the expanded scope. (Short-term)

Priority 2

Local authorities to adopt the learning from the Phase 1 form development work and move towards use of a single, intelligent application form for Welsh benefits they deliver. (Phase 1 recommendation).

Action

• Capture the learning from the Torfaen roll-out of the form into a case study and disseminate to other local authoritiesto help move towards a single form approach or suitable alternative mechanism to deliver the 'tell us once' approach.
• Define and assess the benefits of using the single application form from both a customer and user (LA) perspective.
• Identify which local authorities are more ready to adopt and set out a timeline for adoption based on resource/system etc and understand timeline / limitations for those that are less ready.
• Explore future options for integrating a single form approach to backend systems (for Phase 1 benefits).
• Consider the expanded list of LA led Welsh benefits, including evidence and customer demand for inclusion in a single form approach (where capacity and processes allow).

Output

• Improved access to Welsh benefits for individuals across Wales. Removes the burden of completing multiple forms from the individual. (Short/medium-term)

Priority 3

Reiterating/refreshing the vision for the delivery of Welsh benefits.

Action

• A refreshed Welsh Benefits Charter to be developed and published.
• Secure endorsement from all delivery partners to the commitments in the Welsh Benefits Charter (currently only signed by local authorities).

Output

• Refreshed Welsh Benefits Charter to reflect the expanded list of Welsh benefits. (Short-term)
• Formal endorsement of the refreshed Welsh Benefits Charter by relevant delivery partners. (Short-term)

Priority 4

Local authorities to improve opportunities to respond to customer contact and feedback as identified by the WLGA Contacts and Complaints research. 

Action

• Establish minimum data standards for query recording.
• Develop digital self service capabilities e.g. for payment status, claim status.
• Improved clarity of decision letters and customer communications e.g. consider developing a standardised user centred template.

Output

• Better understanding of customer satisfaction and clear feedback processes into service design and delivery. (Short-term)

4. A coherent Welsh benefits system

Priority 1

All local authorities to have in place the relevant data sharing agreements and structures to enable the use of existing data to both proactively identify, target and ‘auto enrol’ eligible individuals and minimise the information required when applications are necessary (Phase 1 recommendation).

Action

• Explore/assess the barriers faced by the 14 local authorities identified in the rapid progress review who do not have Data Sharing Agreements with DWP in place.
• Work with WLGA Digital Advisory Group and the Data Protection Officer Group to understand and develop a plan to overcome barriers for the 3 local authorities identified in the rapid progress review who are not encouraging the reuse of LA information across Welsh Benefits.
• Work with 7 local authorities identified in the rapid progress review to put Privacy Notices in place to allow the re-use of data collected via direct applications for the purpose of delivering entitlements.
• Develop a local authority Community of Best Practice to disseminate knowledge and experience of completing and getting Privacy Notices and Data Protection Impact Assessment’s signed off.

Output

• All local authorities to have Data Sharing Agreements in place. (Short-term)
• All LA’s to re-use information across the 3 Phase 1 benefits which will contribute to a cultural shift towards pro-active awarding of entitlements. (Short-term)
• All LA’s to have Privacy Notices in place to allow re-use of data collected via direct applications for the purpose of delivering entitlements. (Short-term)
• Overcome hurdle of low risk appetite within local authorities for data sharing activity. (Short-term)
• More consistent and efficient data governance practices across local authorities, which will enable wider use of data to proactively identify and support residents who may be entitled to benefits. (Medium-term)

Priority 2

Work with delivery partners for expanded list of non-LA led Welsh benefits to understand and prioritise how they can be included under a coherent Welsh Benefits System whilst maintaining separate mechanisms for delivery. 

Action

• Identify and undertake a delivery partner engagement and discovery exercise to identify opportunities for alignment/better information sharing between partners.
• Develop set of actions for each delivery partner to work towards a coherent system.

Output

• Better alignment and information sharing between partners. (Short-term)
• A set of actions for each delivery partner setting out what is required to work towards coherent delivery of Welsh benefits). (Medium-term)

Priority 3

Consider how to promote Welsh benefits as a coherent offer so that individuals understand what they are entitled to.

Action

• Use the WLGA Community of practice to understand the value and scope of developing a coherent design for applications and promotion across Welsh benefits to be used across the 3 Phase 1 benefits initially.
• Promote Welsh benefits as part of the current Claim What’s Yours campaign.
• Develop a consistent way of signposting Advice Services as part of the application process for a Welsh Benefit.
• Streamlining Welsh Benefits Show and Tell Workshops to be held on a regular basis. 

Output

• Parity of service across Wales. (Short-term)
• People aware of what support Welsh Government offer. Increased take-up. (Short-term)
• Ensure that people who claim Welsh benefits are supported to become financially resilient. (Short-term)
• Key stakeholders and partners kept informed and can assist to promote this as a coherent system. (Short-term)

5. A future-proof Welsh benefits system

Priority 1

Understand the implications of full benefit take-up offset against potential savings in terms of health, employment, wellbeing outcomes.

Action

• Local authorities to set out the full cost of 100% take-up for Phase 1 benefits (Phase 1 recommendation).
• Local authorities to consider additional resource need.
• Commission a cost-benefit analysis exercise.

Output

• Clearer understanding of future impacts / savings from increasing take up now to help continue to make the case. (Short term)

Priority 2

Work with DWP and other UK Government departments to provide greater understanding on the use of data to identify eligibility for other financial support.

Action

• Templates and guidance re-establishing legal gateway for data sharing.

Output

• Establishment of legal gateways for identifying and determining entitlement to reserved and devolved benefits (Short-term)

Priority 3

Consider whether ambition for a streamlined, coherent delivery of Welsh benefits can be fully achieved without legislation.

Action

• Options appraisal to be carried out.

Output

• Inform wider Welsh Government decisions on legislating in relation to Streamlining Welsh Benefits.(Medium-term)

Membership of the Streamlining Welsh Benefits Steering Group.

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