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.