DWP seeking feedback on how AA renewals process and ‘double dating’ process works

I have received the following from DWP - if you have any view please do post below or email/DM me direct and I will feed back -

Currently, the DWP Attendance Allowance (AA)  team are looking to understand and investigate any opportunities to change and improve the existing processes for AA Renewals and AA Double Dating (otherwise known as Effective Dates).

We know that difficulties making, and renewing AA claims can leave some of our most vulnerable customers without the support they need and are entitled to. We also recognise the importance of providing an efficient, inclusive, and accessible customer experience that effectively serves to support AA customers.

We have our own understanding of what we believe are problems with the current AA Renewals process and AA Double Dating provisions. However, it would help us greatly with our understanding of any/all potential problems in these two areas if you would provide your insight, by considering the following questions and sharing your understanding at an open forum.

Regarding the AA Renewals Process:

- Are there common blockers or pain points for customers attempting to renew a claim?
- What do customers think about the current AA renewals process?
- Are there common causes of complaints by customers relating to the AA renewals process?
- What support do you currently provide customers looking to renew AA claims?
- What do customers think about the length and content of the AA renewals claim pack?
- What do customers think about the way DWP contact them regarding their renewal claim? (Thoughts on the timing, frequency and method of communication used?)
- Do customers refer to previous AA applications/awards when applying for a renewal?
- Are you aware of how long it takes customers to submit a renewal claim for AA?
- What are the perceived benefits/strengths of the AA renewals process?

Regarding AA Double Dating:

- Are there common problems with customer experiences in relation to AA double dating?
- What do customers think about the double dating of AA claim forms?
- Are customers aware of the difference between double dated and non-double dated claims?
- What do customers think about the length of time (6 weeks) a claim can be backdated? (Is this long enough, too long etc?)
- Are there common causes of complaints by customers relating to double dating?
- What are the perceived benefits/strengths of the double dating of AA claims?

Please note that the questions above illustrate the type of insights we are looking to gather, but they are not exhaustive so any other thoughts/ideas you may have will be very welcome in our discussions.

OS are running MS Teams sessions on this and many other things at present so plenty of us will have had invites to those.

Oh that’s good - so obviously if you’re going to one of those sessions feed in direct :)