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<p>If a service user is eligible for asylum support and a payment card but has not
received their card, they have been advised this should be reported to Migrant Help
as per the existing published process and guidance for service user concerns or issues.</p><p>Migrant
Help will forward the concern onto the relevant operational team to investigate and
action a replacement card, if needed, as well as issue an Emergency Cash Payment (ECP)
to cover the period until the card arrives and is activated.</p><p>Service users can
also contact their accommodation provider who have been instructed to reach out to
service users known to not have activated their cards. Through these checks, accommodation
providers are actively ensuring service users have both received their card and activated
accordingly as well as self-authorise ECPs accordingly.</p><p>Finally, service users
can also reach out to any third sector representatives/voluntary sector partners to
escalate an issue on their behalf. Third sector colleagues have a direct escalation
route to Home Office teams where they can direct issues (such as the need for replacement
cards and issuing ECPs to service users) for Home Office colleagues to investigate
and action.</p><p>The vast majority of service users have now received their new Aspen
card, activated it and have been using it successfully since the service went live
on Monday 24th May 2021.</p><p>Numbers are fluid as activation numbers continue to
increase on a daily basis as well as having new eligible asylum seekers coming into
the system over the same period of time.</p><p>We are proactively working with partners
to ensure any eligible service users receive their new Aspen card and activate it
successfully. In the interim, Emergency Cash Payments (ECPs) are being provided to
support their critical needs.</p>
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