‘Something has gone very wrong’: how the carers scandal was exposed

A Guardian investigation revealed how hundreds of thousands of people were plunged into debt - and some criminalised - for looking after their loved ones

One February afternoon in 2016, Sir Robert Devereux, at the time the most powerful official in the Department for Work and Pensions (DWP), was stopped by a junior colleague as he walked through the car park of a civil service office in Preston, Lancashire. Was he aware, the worker asked, about the problems with carer's allowance?

Devereux, on a flying visit to the DWP outpost, asked for details and promised to look into it. A few days later, Devereux's office received a long and detailed note, complete with 80 anonymised case studies, setting out how years of shortcomings in the administration of the carer's allowance benefit had wasted millions of pounds of taxpayers' money and inflicted untold hardship and misery on thousands of unpaid carers.