As a complaint caseworker, it is my job to identify trends where organisations have persistently made the same mistakes. A growing trend among my work is the mis-management by local authorities of assessing peoples’ housing benefit who are self-employed or have a fluctuating income.
There is a growing reluctance amongst local authorities such as Westminster Council to apply the Right to Reside test fully for EU housing benefit claimants. Westminster Council housing benefit assessments processes for those on fluctuating income often take several months to assess. Over the period of the assessment the claimant is bombarded with requests for repeat information, questions asked are often unspecific, leading to further more detailed information needing to be provided. Questions asked are often irrelevant to the requirements of assessing people for right to reside status. Continue reading
The word administration, can invoke a sense of the everyday. However good administration is essential in our lives and can have severe consequences when not implemented correctly. My recent case which has been adjudicated by the Ombudsman demonstrates just how checking evidence for proof of entitlement and arranging effective visits is key to making sure housing benefit claims remain in payment. Continue reading
Universal Credits continues to slowly creep through the boroughs of London. The introduction of the new system is not without its difficulties. A persons’ claim is administered by two people – their Jobcentre Advisor and an Online Claim Administer. Although greater responsibility is handed to the Jobcentre staff, training has not caught up and full entitlements have not been added to claimant’s benefits. The following case highlights the difficulties faced by claimants at Hounslow Job Centre. Continue reading
As a complaint caseworker at Z2K, I regularly come across clients who have to claim Job Seekers Allowance (JSA) whist awaiting an outcome of their Mandatory Reconsideration (MR) for Employment and Support Allowance (ESA). MR has been with us since October 2013, but the same problems are always recurrent. Although new legislation has been brought in to implement the changes, regulations and policy have not caught up to add extra safeguards for clients. Of particular concern is the failure to detect and make reasonable adjustments within clients’ JSA claimant commitments. Continue reading
Z2K clients are reliant on the DWP and local authority administration, both to be re-housed them and to claim and maintain their benefit applications. When administration goes wrong, it can make a deep impact on our clients lives. Stopping and cutting the benefits our clients rely on can bring about a daily struggle to survive, which can lead to feelings of despair, hopelessness and severe trauma. Cases are resolved, but authorities are often not challenged, in order to improve services and continue to make the same mistakes.
Right First Time is a three year project which aims to address these cases of maladministration. Cases will be raised via complaint. The project will provide an explanation from authorities, seek compensation for clients and aim to improve services so that the same mistakes are not repeated.
The project will aim to build relationships with other organisations, so that they can refer complaint cases to Z2K so that more cases are captured. We will identify liaison services with local authorities and government departments so that a dialogue can be established bringing about a culture of change.
Fore more information contact Daniel Wrapson, Complaints Caseworker at Z2K.