Claim information issues and maladministration

My client is under-occupying by one bedroom due to the death of a family member.  Made a tel claim for UC and was at no time asked if anyone had recently moved out/died when cl reported a two bed.  It does not allow that information to be given when making an online claim either.

My client doesn’t have a clue about the BTax exemption and would never have asked. I have had to write in and request it. (The signed for letter has been lost….)

At no point was my client asked when she wanted the claim to start even though she gave a date two weeks in the past as the date her IS stopped. Again she wouldn’t have known to request backdating. I have had to write in and request it. Again, not asked for on the online journal.

My area only went FS in December so I am being horrified regular at the lack of joined up administration of a claim.

Surely people are being denied their rights to request backdating and to be paid correctly.

Also it’s a telephone claim no letters will be sent at all (we have been told). My client cannot read nor write and has some learning disabilities. However she does not need an appointee and has full mental capacity. What she needs are reasonable adjustments made to be able to access her claim. He neighbour reads all her letters for her and she can always bring them in to us. Now she will have to memorise everything she is told and relay it accurately to us. We will then need to make a call to UC to confirm…write a letter….call again.

Are these issues something someone could please raise at the OSEF meetings? Or is it being talked about.

Finally does anyone have any documents as to how Case Managers/DMs are deciding backdating worthiness?

Apologies,  I’ve seen there is another UC thread that may be more appropriate but I couldn’t see how to delete this one.

There are all things we have raised at OSEF and will continue to do so but I think it may need more of a challenge. There is very useful advice on how to request adjustments under the Equality Act in this online handbook

There’s some stuff in other discussion threads too -
https://www.rightsnet.org.uk/forums/viewthread/14163
https://www.rightsnet.org.uk/forums/viewthread/11753/
https://www.rightsnet.org.uk/forums/viewthread/13914/

I’d be interested to know how you get on with insisting on letters - there seem to be mixed experiences.

And happy to raise specific cases via OSEF if you have no success even after escalating via partnership manager

Daphne - 11 June 2019 02:36 PM

There are all things we have raised at OSEF and will continue to do so but I think it may need more of a challenge. There is very useful advice on how to request adjustments under the Equality Act in this online handbook

There’s some stuff in other discussion threads too -
https://www.rightsnet.org.uk/forums/viewthread/14163
https://www.rightsnet.org.uk/forums/viewthread/11753/
https://www.rightsnet.org.uk/forums/viewthread/13914/

I’d be interested to know how you get on with insisting on letters - there seem to be mixed experiences.

And happy to raise specific cases via OSEF if you have no success even after escalating via partnership manager

Many thanks, Daphne. I’ve have a good look through that. I’m putting a formal complaint together now.

I’m just astounded that notifying people of decisions and rights via telephone only is deemed acceptable.