They are dealing with a relatively new situation and when Paul realized that Helen was most likely eligible for attendance allowance help, the news certainly helped, enabling them to plan and budget for what would be need them in the future.
After sending the application out to the Department for Work and Pensions (DWP) last March, “we quickly heard back confirming that it had been received and a decision was promised within 12 weeks,” says Paul. .
++ If you are affected by this issue or feel you are the victim of an injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk
But as time passed, he made several calls and learned that “our claim had been received but he could not reach him. I was advised to submit it again and then any payment would be backdated to March. We were relieved to have some trace of the system so we proceeded as told. At the end of August the receipt was confirmed again.”
But a month later in a call Paul was told that the claim was successful, but that it would only be backdated to August when he would make the second request.
The change in calculation meant the couple risked losing more than £1,000 in benefits.
“I don’t have a record of the calls related to my original claim and now I’m worried it’s our word. The way this was handled doesn’t seem fair,” a concerned Paul told Crusader.
Families caring for vulnerable loved ones are always under unrelenting pressure and although Paul was exercising his right to complain and his conversations were likely to be recorded, we also knew after all that take time and anything that would add to the stress associated with it. welcome.
After explaining the situation to the DWP, he then received a prompt response.
In a call he was told that payment (around £300 a month) will run from March 23 and a DWP spokesman said “We apologize for the oversight in this case.”
As well as being very happy Paul thinks he knows where the blockage happened, which could help others in the future.
After making the first claim he and Helen moved home to be closer to their daughter and used their new address for the second claim. “We pointed this out, but maybe it’s not enough,” he says, recommending: “If you change details make sure they’re very clear. Add ‘notes’, repeat them, it all helps.” [Names have been changed]
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