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<p>When a large back payment is made there are a number of mechanisms in place to
support a customer, including those who may be vulnerable. These mechanisms depend
on the legislative framework within the product line, and include payments being split
between the customer and a third party with the customer’s consent, payments being
paid in full to a third party who will support the customer to manage the payment,
or paying smaller amounts staggered over a period of time.</p><p> </p><p>For example,
within Personal Independence Payment (PIP) and Universal Credit, where we identify
that there may be an impact on the health, safety and wellbeing of a customer when
they receive an arrears payment or a payment outside of their usual payment cycle,
we work with the customer to understand their needs and help them to identify and
access appropriate support.</p><p> </p><p>This financial management support may include
utilising the support of the Department’s Advanced Customer Support Senior Leaders
and signposting customers to external organisations. These organisations include the
Money Advice Service, Money Advice Trust, Citizens Advice or the customer’s own support
worker, to ensure they are supported with the management of these funds.</p><p> </p><p>We
also offer budgeting support to customers receiving their regular benefits entitlement.
In UC a referral process is in place where a need for Personal Budgeting Support is
identified; this includes referral to online information, or a personal appointment
by phone or in person to discuss a customer’s individual requirements. In some cases,
an Alternative Payment Arrangement is agreed - where for example, payments are made
more frequently or directly to a landlord to support claimants with longer term budgeting
problems.</p>
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