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Forum Home  →  Discussion  →  Universal credit administration  →  Thread

Security questions cannot be reset, only option is new UC claim??????

SarahJBatty
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Money Adviser, Thirteen, Middlesbrough

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Joined: 12 July 2012

We have had a case of a couple where a claim has been partially made but because of learning difficulties the security questions are not recalled by one member of the couple.  An appt with the JC was made by the UC helpline, but at the appt it transpired that the security questions could not in any circumstances be reset and that the only option was an entirely new claim. 

I had an earlier case where either username or password had been lost and a case was reset using the PIN .... I think .....it’s all starting to blur into one huge tangled mess in my mind ....

Obviously it’s been raised with the Partnership Manager as unsatisfactory.  Anyone else encountered such cases where clients are effectively digitally excluded as unable to manage the ongoing online claim mgt process, and specifically this particular technical issue.

stevenmcavoy
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Welfare rights officer - Enable Scotland

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can they even make a new claim with no reason to make that decision other than an operational one?

SarahJBatty
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Money Adviser, Thirteen, Middlesbrough

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Joined: 12 July 2012

The Job centre have advised them to set up a new account with a new email address and username! This can’t be the appropriate technical response surely?  Clearlymy colleague now following tgis advice as need to get a claim into pay somehow. Seems ludicrous and risks furthering the complexity of the situation for a claimant already struggling. No ‘digital support’ in place other than our service.

Benny Fitzpatrick
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Welfare Rights Officer, Southway Housing Trust, Manchester

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Are their learning difficulties sufficiently severe to be a “protected characteristic” under Equality Act 2010? If yes, threaten the JC with action for failure of duty to make “reasonable adjustments” under said Act. Send a “letter before action” if necessary.

Andrew Dutton
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Welfare rights service - Derbyshire County Council

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Possible alternative - on the grounds that surely this mess will just happen again and again - if the claim isn’t complete yet, how about asking DWP to operate its discretion not to accept a UC claim under Reg 4 UC Transitional Provisions Regs 2014 and put legacy benefits back in to payment asap?

http://www.legislation.gov.uk/uksi/2014/1230/regulation/4/made

Philippa D
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Weymouth & Portland Citizens Advice

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Any updates on whether there’s a way to reset security questions without making a new claim? I’ve got a client whose encountered this as a security issue - a third party knows the answers to his security questions and has been phoning UC claiming to be him.