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Forum Home  →  Discussion  →  Universal credit administration  →  Thread

Claim closure at claimant’s request (complex needs)

JPCHC
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Cardinal Hume Centre - Welfare Rights

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Joined: 24 November 2014

Hi,

I am wondering whether there’s any operational guidance which addresses ‘claim closure’ where it is instigated by the claimant.  I am hoping there is some procedure that should be followed… In my client’s case, there are complex needs and a pattern of becoming overwhelmed by the interactions with UC and declaring she will just stop claiming.  She’s now at a risk of eviction. 

Thanks in advance!

Owen_Stevens
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UC Adviser, CPAG

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JPCHC
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Cardinal Hume Centre - Welfare Rights

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Total Posts: 186

Joined: 24 November 2014

Really helpful - thank you - as I think we should have a strong case that the DM did not “investigate to ensure that the claimant’s relinquishment is a genuine statement of intention, and the consequences explained where appropriate.”

Her telephone call to ‘close’ the claim was September 2020 and payments were suspended but the Case Manager didn’t close the claim until almost a year later (August 2021) and with the usual one-line “claim closure”.  During that time she has accrued £1000s in rent arrears. 

UB40
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Debt and Welfare Advice, Community Money Advice, Launceston

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According to the staff guide the UC agent should have checked for ” vulnerabilities or complex needs “.

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Owen_Stevens
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UC Adviser, CPAG

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Joined: 1 October 2018