Feedback from pilot scheme cardholders
Methodology for survey and focus groups of cardholders
An online survey was developed and distributed to participants via local authorities, Trusted Verifiers, Third Sector organisations and Mears. Respondents were advised that any feedback provided would be anonymised.
The survey was open for the final five weeks of the pilot. It was hosted online in English, as well as the ten most used languages among the population of people seeking asylum in Scotland - Amharic, Arabic, Dari, Farsi (Persian), Kurdish Sorani, Pashto, Somali, Tigrinya, Urdu and Vietnamese. The option to download, manually complete and return by email was available but was not taken up.
Alongside the survey, five focus groups were held with individual participants taking part in the pilot, to provide open forums for face-to-face discussion of how the pilot had operated and what effect it had on the lives of participants. Focus groups took place in Central Belt locations (Glasgow, Edinburgh and Falkirk) meaning that more rural areas and areas further North are underrepresented in this strand of feedback. A mix of genders, ages and circumstances were present with multiple languages spoken at each session, with translators in attendance in person or online as required. The focus groups were organised with support from third sector organisations who recruited participants by asking those in their networks who had registered for the pilot if they would be willing to attend. Transport Scotland provided interpreters but otherwise did not provide any support or incentive for participants to attend and did not pay expenses.
Participants sample
Survey results reflect the feedback of those who completed the survey or attended the focus groups and are not representative of the total population of cardholders or people seeking asylum in Scotland. Quotes from participants included in this report are from respondents to qualitative survey questions.
In total 612 responses were received although not every respondent provided an answer to each question. The number of responses to each question is noted within the commentary and tables (e.g. n=438). Multiple choice questions do not sum to the total number of respondents. Finally, percentages reported throughout represent the valid percentage, i.e. the proportion of those who answered the question and gave a specific answer. Percentages have also been rounded to the nearest whole number so in some cases totals may not sum to 100%.
The number of responses was equivalent to 15% of the total cardholder population.
The geographical distribution of respondents (n=567) didn’t match that of cardholders. For example, Edinburgh accounts for 18% of respondents but hosted only 6.4% of cardholders, while Glasgow accounts for 39.2% of respondents but hosted 45.7% of cardholders. A full breakdown is available at Annex A.
As the survey was designed primarily to be completed online, this may have introduced some bias in the results with those who do not/cannot access online sources less likely to participate.
The survey also included optional questions asking people seeking asylum to indicate their age group and how long they had been waiting for a decision on their asylum claim. 95% of respondents to the survey were between the ages of 22 and 59 with 4% under the age of 22. No respondents reported being over the age of 60.
| Age Group | Number of Respondents | Percentage |
|---|---|---|
| Under 22 | 25 | 4% |
| 22-39 | 433 | 75% |
| 40-59 | 116 | 20% |
| Total | 574 | 100% |
| Duration | Number of Respondents | Percentage |
|---|---|---|
| Less than 3 months | 63 | 13% |
| 3 to 6 months | 125 | 25% |
| 6 to 12 months | 121 | 24% |
| More than a year | 193 | 38% |
| Total | 502 | 100% |
Overall satisfaction
Reported levels of overall satisfaction with the pilot were very high. 94% of respondents to the online survey reported that they were very satisfied with the overall experience with a further 4% indicating that they were fairly satisfied. Three out of 600 respondents (1%) indicated that they were very dissatisfied with their experience of the pilot.
| Satisfaction | Number of Respondents | Percentage |
|---|---|---|
| Very satisfied | 564 | 94% |
| Fairly satisfied | 26 | 4% |
| Neither satisfied nor dissatisfied | 7 | 1% |
| Fairly dissatisfied | 0 | 0% |
| Very dissatisfied | 3 | 1% |
| Total (n) | 600 | 100% |
This finding was echoed in the qualitative survey feedback and by focus group participants, with the majority of respondents reporting they were satisfied with their experience of the pilot:
Applying for the National Entitlement Card was a positive experience for me. The process was clear and not too difficult. It has reduced my financial stress and allowed me to be more independent and connected to my community. I believe this scheme is very important for people seeking asylum, and I hope the Scottish Government will continue and expand it in the future.”
[Survey respondent]
The majority of those who attended focus groups noted their desire to see the pilot extended or for a permanent scheme to be put in place. This was also a common response in the qualitative feedback sections of the online survey.
The application process and scheme administration
The simplified application process used for the pilot was well received by participants in the online survey and the focus groups.
65% of respondents reported finding the process of obtaining their NEC very easy or fairly easy, compared to 16% who found the process fairly or very difficult. Over half of respondents chose to answer the follow up qualitative survey question “Is there anything else you would like to tell us about your experience of applying for your National Entitlement Card?”. While two of these responses referenced delays, no others referenced any issue with the application process itself. The vast majority of respondents used the text box to call for an extension to free bus travel.
| Difficulty Level | Number of Respondents | Percentage |
|---|---|---|
| Very easy | 262 | 44% |
| Fairly easy | 125 | 21% |
| Neither easy nor difficult | 120 | 20% |
| Fairly difficult | 36 | 6% |
| Very difficult | 57 | 10% |
| Total (n) | 600 | 100% |
The majority of respondents (59%) found out about the pilot via a refugee support organisation or community group, with around one in ten (13%) hearing about the pilot from Mears, the Home Office accommodation provider, or by word of mouth (11%).
| Organisation | Respondents | Percentage |
|---|---|---|
| A refugee support organisation or community group | 353 | 59% |
| Accommodation provider (Mears) | 77 | 13% |
| By word of mouth | 65 | 11% |
| Local Council | 40 | 7% |
| The Transport Scotland website | 37 | 6% |
| Other | 16 | 3% |
| College or university | 13 | 2% |
| Total (n) | 601 | 100% |
The majority of respondents indicated that they had received help with their applications. 60% had received help from support organisations or community groups while 17% had completed the application without any help. Qualitative feedback from focus group discussions indicated that support to complete the process was particularly welcomed by applicants whose main language was not English.
| Source of Support | Respondents | Percentage |
|---|---|---|
| A refugee support organisation or community group | 358 | 60% |
| No one helped me/I completed it myself | 101 | 17% |
| Local council | 83 | 14% |
| A friend | 33 | 6% |
| Accommodation provider | 29 | 5% |
| College or university | 18 | 3% |
| Other | 8 | 1% |
| Total | 630 | 106% |
Respondents to the survey were positive about the role played by the Third Sector and local authority members in acting as Trusted Verifiers:
I would like to thank the volunteers from South Ayrshire because they were the ones who told me about the pilot plan they would be carrying out, as well as the people in charge at the library who showed me how to fill out the form.”
[Survey respondent]
Similar feedback was received in focus group discussion. Feedback from those who attended was that overall, the process was straightforward and that the majority had received support with filling out the forms from volunteers and organisations.
It was reported both in survey feedback and at focus groups that some participants had experienced delays in receiving their NEC once the application form had been submitted. Survey responses indicated that in a few cases this had been several weeks and in two cases delays of months were reported.
Focus group discussion aligned with these findings and in addition, one participant reported that their card was delivered to a previous address. Some focus group participants had moved addresses between applying for and receiving their NEC, though feedback was that this was relatively easily resolved. Participants suggested that clearer guidance was needed about what should be done with the original card if a new card had to be applied for because the original one was not working.
Focus group participants spoke positively about the ease of using the NEC to travel by bus. This was echoed by most respondents to the survey, with 96% saying they found using the NEC to travel by bus either very or fairly easy.
| Difficulty Level | Number of Respondents | Percentage |
|---|---|---|
| Very easy | 503 | 84% |
| Fairly easy | 69 | 12% |
| Neither easy nor difficult | 18 | 3% |
| Fairly difficult | 7 | 1% |
| Very difficult | 2 | <1% |
| Total (n) | 599 | 100% |
Experience of travelling by bus
Respondents to the survey were generally positive about their experience of travelling by bus during the pilot. Almost all (99%) of survey respondents said they thought the availability of buses was very good (90%) or fairly good (9%).
| Overall Rating | Number of Respondents | Percentage |
|---|---|---|
| Very good | 537 | 90% |
| Fairly good | 54 | 9% |
| Neither good nor poor | 5 | 1% |
| Fairly poor | 3 | 1% |
| Very poor | 1 | <1% |
| Total | 600 | 100% |
Survey respondents were overwhelmingly positive about the ease of communication with 95% saying they thought it was easy to understand and communicate with the driver when using their NEC.
| Very easy | 469 | 79% |
|---|---|---|
| Fairly easy | 93 | 16% |
| Neither easy nor difficult | 34 | 6% |
| Fairly difficult | 1 | <1% |
| Very difficult | 0 | 0% |
| Total | 597 | 100% |
Almost all (98%) respondents agreed with the statement “I feel safe travelling by bus in Scotland”.
| Level of Agreement | Number of Respondents | Percentage |
|---|---|---|
| Strongly agree | 508 | 85% |
| Agree | 77 | 13% |
| Neither agree nor disagree | 9 | 2% |
| Disagree | 0 | 0% |
| Strongly disagree | 1 | <1% |
| Don't know | 1 | <1% |
| Total | 596 | 100% |
In one focus group, participants noted concerns about safety when walking through their local town centre following regular protests in the area. They explained that access to bus travel had allowed them to travel to larger cities such as Glasgow and Edinburgh which they felt allowed for greater anonymity and meant they felt safer.
Purpose and frequency of travel
Respondents to the survey were asked to indicate the main purposes of their travel using the NEC during the pilot. The results show a wide range of travel purposes with usage particularly associated with travel to health or education services, to access legal advice and for reasons of faith. Medical appointments was the most predominant purpose for using the NEC (95%) with accessing legal advice (81%) and places of worship (81%) the next most prevalent. Under the “other” category, the most common reasons for travel were to take children to recreational activities (three respondents) and to go to work (four respondents).
| Purpose of Travel | Respondents | Percentage |
|---|---|---|
| Medical appointments | 512 | 95% |
| Appointments with my solicitor or the Home Office | 437 | 81% |
| Church, mosque or another place of worship | 437 | 81% |
| English language classes or other education | 411 | 76% |
| For shopping | 393 | 73% |
| For social activities | 388 | 72% |
| For volunteering | 329 | 61% |
| For sports activities | 284 | 53% |
| For visiting family and friends | 161 | 30% |
| For Taking child/children to school or nursery | 82 | 15% |
| Other | 10 | 2% |
When asked about their level of usage of free bus travel during the pilot, over half of survey respondents (53%) had used the NEC on a daily basis with a further 41% using it at least 2-3 times a week.
| Frequency of Travel | Number of Respondents | Percentage |
|---|---|---|
| Every day | 319 | 53% |
| 2 - 3 times a week | 242 | 41% |
| Weekly | 28 | 5% |
| Monthly | 7 | 1% |
| Less than once a month | 1 | <1% |
| Never | 0 | 0% |
| Total | 597 | 100% |
80% of respondents said that they travelled either more often (31%) or a lot more often (49%) since getting their NEC. These trends were reflected in focus group and qualitative survey feedback.
| Change in Travel Frequency | Number of Respondents | Percentage |
|---|---|---|
| I travel a lot more often | 284 | 49% |
| I travel more often | 178 | 31% |
| I travel about the same amount | 96 | 17% |
| I travel less often | 9 | 2% |
| I travel a lot less often | 12 | 2% |
| Total | 579 | 100% |
Responses to the survey also confirmed a notable modal shift from walking and wheeling to bus as the main mode of transport for cardholders during the pilot. Respondents were asked about their main mode of travel before the pilot started and since the pilot had commenced. Prior to the pilot, 70% of respondents reported walking or wheeling as their main mode of transport, with 21% saying they mostly travelled by bus. During the pilot, levels of walking and wheeling as the main mode reduced to 9% and bus as the main mode of travel increased to 89%. Bicycle as the main mode reduced from 4% to 1% during the pilot.
| Mode of Travel | Before pilot (n = 586) | During pilot (n=591) |
|---|---|---|
| Walking/wheeling | 70% | 8% |
| Bus | 21% | 89% |
| Bicycle | 4% | 1% |
| Other | 3% | 1% |
| Train | 1% | 1% |
| Taxi | <1% | <1% |
| Subway | <1% | 0% |
| Tram | <1% | 0% |
| Total | 100% | 100% |
The shift in the main mode of travel from walking/ wheeling to bus is significant in terms of increased access to services for cardholders. 47% of survey respondents said that they lived over 60 minutes' walk or wheel from legal advice and almost a third said that they lived over 30 minutes from the local food shop (29%) and their GP surgery (31%).
| Duration | Local food shop (n = 573) | Child's school (n = 451) | Doctors Surgery (n = 541) |
|---|---|---|---|
| Less than 5 minutes | 6% | 2% | 3% |
| 5 - 15 minutes | 17% | 10% | 12% |
| 15 - 30 minutes | 30% | 17% | 28% |
| 30 - 60 minutes | 29% | 11% | 31% |
| More than 60 minutes | 13% | 7% | 13% |
| Not applicable to me | 5% | 54% | 12% |
| Total | 100% | 100% | 100% |
Focus group feedback was in line with these findings. Two participants highlighted how they had previously cycled to access services, but this had limited how far they could travel and that bus travel allowed them to travel longer distances.
Access to devolved services
Respondents to the online survey were asked how access to free bus travel had impacted their access to key devolved services, with almost all (94%) of respondents agreeing that they were less likely to miss legal appointments during the pilot. Although people seeking asylum are eligible for legal aid, legal advisors with experience in this area of law are based predominantly in the larger cities, particularly Glasgow. This means that those located in other areas are likely to need to travel, in some cases long distances, to see their lawyer. This was reflected in the qualitative survey feedback:
My lawyer in Glasgow wants me to attend appointments in his office, but I live in Aberdeen. The bus card means that I can go to Glasgow anytime.”
[Survey respondent]
“I am free to travel outside of my area where services are limited especially to see my lawyer in Glasgow.”
[Survey respondent]
Similarly, 93% of respondents agreed that they were less likely to miss medical appointments during the pilot. Focus groups attendees explained that travel costs are typically a significant barrier to being able to access medical appointments, making it very difficult to attend these appointments. This is particularly the case in areas where multiple bus journeys, and therefore multiple fares, are required to get to the appointment.
|
Level of Agreement |
Legal appointments |
Medical appointments |
|---|---|---|
|
Strongly agree |
80% |
78% |
|
Agree |
14% |
15% |
|
Neither agree nor disagree |
2% |
3% |
|
Disagree |
1% |
1% |
|
Strongly disagree |
0% |
0% |
|
Don't know |
3% |
3% |
|
Total |
100% |
100% |
Participants in all focus groups described how access to free bus travel had significantly improved their access to solicitor and GP appointments. Some participants reported having health issues (including arthritis, cancer, heart issues) that limits their mobility. They described how the pilot made it much easier for them to travel wherever they needed to, particularly for day-to-day travel including to education, healthcare, volunteering opportunities, and shopping.
Some participants explained that they would normally have to pay £5 for a bus ticket to get to GPs appointments and meetings with lawyers, which were located some distance from where they were living. This was stressful as they could not generally afford to travel by public transport.
Around eight in ten survey respondents (81%) indicated that they were more likely during the pilot to seek help and support needed which was outwith walking or wheeling distance, than before.
| Impact on Likelihood | Number of Respondents | Percentage |
|---|---|---|
| More likely than before | 462 | 81% |
| About the same as before | 31 | 5% |
| Less likely than before | 23 | 4% |
| Don't know | 24 | 4% |
| Not applicable | 27 | 5% |
| Total | 567 | 100% |
Access to education, leisure and community opportunities
Analysis of survey responses and focus group feedback indicates that the pilot improved access to leisure and education for people seeking asylum and supported their integration into local communities.
83% of survey respondents said they were more likely to take English classes or other education and training opportunities during the pilot. 75% were more likely to volunteer in the community, with qualitative and focus group feedback indicating that this was often for the first time as a person seeking asylum in Scotland. 81% said they were more likely to meet local people and attend local events during the pilot.
|
Impact on Likelihood |
English classes/other training (n=566) |
Volunteer |
Meet Local People/ |
|---|---|---|---|
|
More likely than before |
83% |
75% |
81% |
|
About the same as before |
6% |
7% |
9% |
|
Less likely than before |
<1% |
1% |
1% |
|
Don't know |
1% |
6% |
4% |
|
Not applicable |
9% |
11% |
4% |
|
Total |
100% |
100% |
100% |
The importance of improved access to these opportunities was highlighted in qualitative feedback to the survey:
Thank you. It has helped me tremendously and I get to save money for my groceries and taking my mum to ESOL and volunteering. Also it helps when I attend university lectures. The bus fare is quite expensive to someone in my circumstances.”
[Survey respondent]
Cardholders also reported that the pilot had a positive effect on their sense of belonging in Scotland. Almost all respondents (99%) agreed that having access to free bus travel had made them feel like they were part of the community.
| Level of Agreement | Number of Respondent | Percentage |
|---|---|---|
| Strongly agree | 506 | 85% |
| Agree | 83 | 14% |
| Neither agree nor disagree | 5 | 1% |
| Disagree | 1 | <1% |
| Strongly disagree | 0 | 0% |
| Don't know | 2 | <1% |
| Total | 597 | 100% |
This was also noted in qualitative survey feedback:
I would like to thank you for your help…. [The National Entitlement Card] makes integration with Scottish society more effective, easier and quicker. I need the bus pass to attend the appointments and participate the events for the English classes, GP, lawyer, conversation, shopping, praying, volunteering, meetings, festivals and maybe in next summer to discover Scotland later, if I could get it again.”
[Survey respondent]
This card helps me a lot with my studies, participation, and volunteering. It motivates me to take action and achieve so I can integrate into society, get a job, and then become self-reliant.”
[Survey respondent]
Additionally, at each focus group participants said that their English skills had improved as a result of access to free bus travel during the pilot. It was explained that this was not just down to being able to attend English language classes but the increased involvement in volunteering and other social activities which provided further opportunities to practice speaking in English.
Some participants explained that they lived an hour’s bus journey away from their English classes. They noted that free bus travel had helped them to attend the classes regularly and meet others. One focus group participant said that after eight months in a location without travel options, the pilot had enabled them to attend English classes and take part in voluntary work.
Effect on finances
The majority of respondents to the survey indicated that the pilot had had a positive impact on their personal finances. 72% agreed with the statement “I have more money to spend on other items”.
| Financial Impact | Respondents | Percentage |
|---|---|---|
| I have more money to spend on other items | 402 | 72% |
| I have about the same money to spend on other items | 83 | 15% |
| I have less money to spend on other items | 75 | 13% |
| Total | 560 | 100% |
This was also reflected in qualitative feedback to the survey:
It is a great help to those of us who are in the asylum process and are not allowed to work since the cost of transportation is very expensive.”
“I used to feel unwelcome in Scotland as I couldn't afford taking my children out. This bus pass has been very very helpful especially in winter.”
[Survey respondent]
During the focus group sessions, participants explained that due to the multiple bus companies operating in and around the Glasgow area, without access to the free travel pilot they needed to purchase multiple day tickets for their journeys, as they would need to use services from different companies if they did not live in a central location. They estimated this could cost £11 or £12 a day.
Qualitative feedback and focus group discussion did not provide a definitive answer to why 28% of respondents to the survey answered that the pilot had not made a difference to their finances or had negatively impacted them. However, a recurring theme in both discussion and written feedback was that many participants felt confined and isolated in their accommodation before the pilot period because they could not afford bus travel and therefore were not spending money on bus travel:
I found it very useful because I didn't go out much before, as I didn't have enough money for a day ticket. I haven't been anywhere other than Glasgow, but it made it much easier to go to the supermarket and take my children to parks.”
[Survey respondent]
Mental health and wellbeing
Many refugees and people seeking asylum arrive in Scotland with mental health needs associated with the reason they have had to seek asylum. This includes gender-based violence, sexual violence, torture, experience of war and other inhumane treatment. The experience of seeking asylum, incidents of racism or prejudice and the challenge of understanding and exercising rights can also exacerbate or create mental health and wellbeing needs.
Evaluation participants reported improvements in their mental health and wellbeing as a result of the pilot. Almost all (97%) of survey respondents agreed that having free bus travel had helped their mental health and wellbeing.
| Level of Agreement | Number of Respondents | Percentage |
|---|---|---|
| Strongly agree | 501 | 84% |
| Agree | 79 | 13% |
| Neither agree nor disagree | 7 | 1% |
| Disagree | 2 | <1% |
| Strongly disagree | 1 | <1% |
| Don't know | 6 | 1% |
| Total | 596 | 100% |
94% of respondents agreed that having free bus travel had helped them feel less lonely or isolated.
| Level of Agreement | Number of Respondents | Percentage |
|---|---|---|
| Strongly agree | 462 | 78% |
| Agree | 95 | 16% |
| Neither agree nor disagree | 8 | 1% |
| Disagree | 8 | 1% |
| Strongly disagree | 7 | 1% |
| Don't know | 14 | 2% |
| Total | 594 | 100% |
Improved mental health and wellbeing as a result of access to free bus travel was a prevalent theme of the survey qualitative feedback and the focus group discussions:
“It has a significant impact on my mental health wellbeing because it allows me to go out and make new friends and even for sport activities which help reduce my stress in being in the hotel the entire time. It also help me in having access to my legal adviser at any time necessary. It is a lifesaving scheme and would love the government or council to consider reintroduced it again because it helps save life and protect people from mental illness and distress.”
[Survey respondent]
“This support has given me greater independence, reduced stress, and helped my family feel more connected and supported while we rebuild our lives here. It is a simple policy that makes a powerful difference to health, wellbeing, and dignity.”
[Survey respondent]
Many respondents to the open-ended questions and the majority of focus group participants called for their access to free bus travel to continue, citing the positive improvements it had made to their mental health and wellbeing and their concerns for their future mental health when the pilot came to an end. This point was raised at all focus groups.
Participants across all focus groups described experiencing isolation in their accommodation, which negatively impacted their mental health. They explained that having access to free bus travel has enabled them to attend the gym, participate in religious activities, attend English language classes, and meet friends, reducing their social isolation and improving their mental health. Access to free bus travel was described as helping respondents avoid depression, making them feel cared about and as confidence boosting.
Awareness of National Concessionary Travel Schemes
People seeking asylum in Scotland are eligible for the existing NCTS if they meet the relevant criteria related to age (under 22 or 60 and over) or have an eligible disability. Internal Scottish Government analysis of statistics published by the Home Office show that around a third of people seeking asylum in Scotland may already qualify for concessionary travel due to their age. The survey results indicate that around two thirds of survey respondents (69%) are aware that the NCTS are open to people seeking asylum.
| Response | Number of Respondents | Percentage |
|---|---|---|
| Yes | 407 | 69% |
| No | 182 | 31% |
| Total | 589 | 100% |