ESA and notifiaction of ceasing direct payments

Hello all

Client transfrered from IS to ESA in April 2010 with WRAC. Clients direct payments from her benefits to the water company also stopped at the same time at the request of the water company (client had paid all her arrears off, and water companies can only take direct payments from benefits if there are arrears). Client did not know what ESA rates are, so was unaware that her direct payments had stopped by the amount being paid. ESA did send client a letter telling her that direct payments had stopped, but not until May 2011, this being 13 month later. Client was obviously sent water statements quaterly, but she did not look at these. Client’s April 11 award notice also showed that this payment had stopped, but client also did not read this, although would have only made a months difference. her payments stopped after she had received her April 10 award notice.

Is there any time limit which ESA have to send payment stopped notifications. Do they have to send them at all.