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<p>Customers on work-related benefits are expected to take responsibility for meeting
the requirements that they have agreed to with their Work Coach. These requirements
will be clearly set out in the Claimant Commitment and tailored to the individual’s
circumstances, making them realistic and achievable. The consequences and implications
of not meeting a mandatory work-related requirement are clearly set out and explained
to the customer. A sanction will only be applied if they fail to meet these requirements
without demonstrating good reason.</p><p> </p><p>If a sanction is applied, the customer
is issued with a decision notification letter. This letter outlines the sanction reason,
the amount and duration of benefit reduction and, where applicable, what action the
customer needs to take to bring an open-ended sanction to a conclusion. The letters
also contain information on what to do if the customer disagrees with the sanction
decision, how to apply for Recoverable Hardship Payments, as well as links to money
management advice and other sources of financial support.</p>
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