Benefits managers joked about blowing up claimants and accused them of "faking it".
In an exclusive investigation, The Sunday Mirror has revealed what some of the people in charge of doling out controversial Universal Credit really think of the people they're supposed to be helping.
In one disturbing taped conversation a manager says: “The police sometimes have sting operations where they gather people together.
"We should nominate one person to throw a grenade in.”
Another reveals a case manager railing at claimants, who can be out of work because of ill health.
They rant: “It does my head in. They’re getting something for nowt, they don’t really have to do a great deal to get it. And they still whinge.”
Another says they “have absolutely no time” for claimants with depression and anxiety.
A regular caller with four children, including one who is severely disabled, is branded a **** after a call.
One manager asks: “Has she got a disabled child?” before another says: “She’s not disabled. She acts it.”
The benefit, which is intended to "simplify" claims and incentivise getting into work, has provoked fierce opposition since it was first rolled out in Newcastle.
Many accuse the online system of being over complicated, while we have reported on a number of in which seriously ill people are deemed fit for work.
Benefits charities and politicians were "shocked" by the Sunday Mirror's tapes.
Jamie Grier, of benefits support charity Turn2us, said: “Stigmatising people experiencing a financial crisis is divisive and wrong.”
The Liberal Democrats’ Shadow Work and Pensions Secretary Tim Farron added: “This kind of language and behaviour is nothing short of heartless.
“The Conservatives have created a toxic environment stemming from social security cuts that have left thousands unable to afford the basics.”
The recordings were made inside a Department for Work and Pensions (DWP) call centre in the Midlands. The Sunday Mirror said it is not publishing the recordings to protect the anonymity of the whistleblower, who fears reprisals from the DWP if their identity is discovered.
Overworked staff complained of juggling 700 cases each and said hated Universal Credit is a nightmare to grasp.
One confesses: “I don’t know what I’m doing half the bloody time.”
And the whistleblower said the pressure of the job may be part of the reason for the cruel comments. They told the paper: “These people hold claimants with thinly-veiled contempt.
"They become so ground down by the scale of the job they give up being nice. I’ve seen them trying to outdo the other in all the mean things they say.”
The DWP said: “The Sunday Mirror has not provided us with the recording, or any further details. We are therefore at this stage unable to verify the provenance of this recording.
“We are however deeply concerned by the allegations, and are taking them seriously.
"We will urgently investigate this matter, so far as we can with the limited information we have.
"Where wrongdoing has been identified, we will take appropriate disciplinary action.”
