IntroductionHi all,
Welcome to the 4th COVID-19 special edition of Inform & Advise.
I’m hoping that things may have settled down a little bit for you all now. Communications that we’ve had with local Age UK and Age Cyrmus this week would suggest that our I&A network has adapted very quickly and effectively to our new working environment, with lots of our I&A teams set up to work from home and able to provide a good quality of service, even if we’re not able to provide the face-to-face contact that our more vulnerable clients value so much. You are a credit to our network and your organisations with the resilience, dedication and adaptability that you have displayed.
We’ve also had fewer major announcements from the Government over this past week. Although now we’re dealing with the need to clarify the details behind the headline announcements (there is more on this in this issue of Inform & Advise, especially regarding changes to DWP practice). And it appears that local co-ordination of ‘on-the-ground’ support has kicked into gear with each local authority setting up is own dedicated Hub. If you are unaware of your local Hub, colleagues at the Post Office have produced this excellent online resource to help you find it.
As things have settled down a bit we’ve been able to better co-ordinate our national I&A response to the crisis and in this issues of Inform & Advise you’ll find details of how we’re moving some of our COVID-19 I&A resources to other platforms that are hopefully more easy to access for advisers working from home.
As you may have seen in the national news Age UK, like many charities, has been furloughing staff to help manage the financial impact of the current situation. This does mean that some of the colleagues that you may previously have worked with or contacted about I&A issues are not currently at work. We will still be providing and updating our regular I&A communications and the usual channels for contacting us are still being used, but also can you please bear with us if there is a slight delay in responding and if you are having any problems with communication to us. Please feel free to contact me directly at mark.tomlinson@ageuk.org.uk
Finally thank you to all of you that have completed the online I&A service survey that we sent out late last week. As of Wednesday evening we’d had almost 100 responses, which is fantastic. This data will be of great assistance to our colleagues on the national Advice line. If you’ve not yet completed the survey can you check your emails for Friday the 3rd of April. It was sent to the ‘primary’ I&A contact that we have for your local Age UK. The survey will only take 5 minutes to complete.
As stated previously we will be sending out newsletters on a frequent but irregular basis as we have guidance and information to share with you. Mark Tomlinson, Senior I&A Development Adviser Please note: some items in the Briefings are not relevant for partners in Wales; these are marked up in the Briefings.
In this issue- COVID-19 I&A Resources
- Updated resources for advisers
- DWP updates and clarifications
- Help us with our campaigning - Do you know older people struggling with these issues due to Coronavirus?
- Turn2Us Coronavirus Grant Fund for individuals
- The Emergency Advice
Appeal
- Coronavirus Scams resources
COVID-19 I&A ResourcesIn addition to sending out frequent issues of Inform & Advise and the dedicated COVID-19 section of the I&A pages on the loop we have now added an I&A Hub to the Coronavirus Resources & Updates site that Age UK is using to keep the network up-to-date on developments.
You can access this site without needing to login. If you would like to ‘bookmark’ the I&A hub here’s the link: www.ageuktheloop.com/ianda/ We have also set up an online wiki site with information and advice resources about Coronavirus. The site was initially set up for colleagues who work for the national Advice line who are working from home, but we are also making it available to staff and volunteers in local Age UKs. This will be the single place where we will be hosting the template responses to common Coronavirus public enquiries. These will no longer be available on the loop but
the most up-to-date versions will be on the wiki site. Advisers do not need a login to use the site. Here is the link for the site for you to ‘bookmark’ - https://wiki.agedev.org.uk/. On the first screen of the wiki “SPACES” select “Age UK Advice” and then under “PAGE TREE” select “Coronavirus – template responses”. NB: if you get a bit lost in the menus (which is easy to do) click on the Age UK logo in the top left and this will take you back to the first screen.
Updated resources for advisersWe have continued to update the template responses to common Coronavirus queries and since the last issue of Inform and Advise we have added new template responses on: - Accessing money and paying for shopping
- Hospital discharge and NHS continuing health care
- Health and Wellbeing
These can be found on the wiki described
above. Since our last Inform & Advise on 1 April, we’ve had updates to all our briefings. In the Housing & Energy Briefing, produced by Lottie Beauchamp, we’ve included some more information on repairs for tenants to provide further clarification on non-urgent repairs and the position for households who are shielding or self-isolating; a section on repairs for owner-occupiers, with a link to the relevant Anthony Gold briefing and a a further resources section.
In our Benefits Briefing, produced by Liam Bradford, we’ve included some recent announcements on the DWP Home Visiting Service; HMRC new helpline number; Attendance Allowance date of claims and renewals; Pension Credit claim line hours; and Council Tax Support (England hardship fund). Sally West, who works in our policy team has also drawn up some Q & As on Attendance Allowance we have been receiving so that’s also included at the end.
Our Social Care briefing, produced by David Broome, now includes some information to reflect the newly published Guidance to changes to the Care Act under the Coronavirus Act, which came into force recently.
In the resource called COVID-19 & Funerals, produced by Sheelagh Donovan, we’ve updated it to include a link to the Quaker Social Action ‘Down to Earth’ service website pages, as they explain more technical aspects associated with arranging a funeral during COVID-19 emergency that we don’t cover in the briefing. For example things relating to death registration and forms needed for cremation. It also suggests ways to help those who cannot attend a funeral, to feel part of the occasion.
We amended the title of the briefing around hospital discharge and is now called COVID-19 Hospital Discharge requirements and other health service related matters. This is because there are relevant updates coming out for a range of health services other than hospitals.
DWP updates and clarificationsSome of the following have been added to Liam’s Benefits Briefing but we also thought it would be useful to highlight them separately:
Pension Service telephone claim line – reduced hours
We are aware that currently Pension Credit claim line hours are restricted to 9.30am-3.30pm due to staffing issues caused by the COVID-19.
Downloadable Pension Credit application form
The DWP are making a downloadable Pension Credit application form available. This will be available via the GOV.UK site soon but can be downloaded right now from these links:
https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/878442/PC1-interactive.pdf
https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/878443/PC1-notes.pdf
This is another form that you could potentially complete via a video conference as described in the guidance we produced last week.
Can advisers sign forms on behalf of clients who cannot get out to post their claim?
Originally the information we received from DWP was that an Age UK would not be able to sign an AA form on behalf of a client. However, this has now been reconsidered. DWP have now told us that as long as there is an official Age UK stamp on it (or from MacMillan etc.) then as a temporary easement, they can accept an application form without a ‘wet signature’ where there is a good reason for the disabled person not being able to sign the form. However, if there is no official stamp on the claim form, it cannot be accepted. You should make a note on the form to explain why they have not signed eg because you were not able to provide help face-to-face due to Covid-19. We are currently also seeking clarification on if the DWP would be willing to receive the forms from recognised Alternative Offices without the need for an Age UK stamp.
Some clarification on AA renewals
You may recall that the DWP have agreed to suspend the need for AA renewals during the COVID-19 crisis. We’ve had some questions from local Age UKs about what this means in practice as it appears that there isn’t yet a common approach across all Disability Benefit Centres. This is understandable given how quickly these benefit changes are being introduced. It is our understanding that the DWP are scanning their client database to identify upcoming renewals and will make these indefinite awards. But the scan won’t pick up cases where renewal forms have already been sent out so people will need to complete the form or, if they need help, ring the AA unit who will ask if their conditions have worsened (to check potential to move from lower to higher rate) or if things have stayed the same. We have contacted the DWP to get some clarity on
what will be required for those clients where the form has been sent out and will update you when we receive a response.
Please don’t ‘chase up’ AA forms with the DWP
The DWP have told us that they are receiving an increased number of calls on their Helpline from Age UK advisers asking for confirmation that their clients claim forms for Attendance Allowance have been received. Some advisors are calling with details of multiple customers to check and these calls are taking up lots of time at the point of call when their services are stretched due to increased customer enquiries and the staffing challenges created by Coronavirus. The DWP have assured us that they are up to date with registering claims on the system and that customers will receive their acknowledgement letter through the post as normal, so the first point of call should be to check with the customer to check if they have received the letter.
Can we send special rules DS1500 claims forms via email?
While a temporary easement has been introduced to allow PDFs of DS1500 to be emailed, this will only apply if these come from a secure email account with a gov.uk or NHS.net email address. Forms received from personal or non gov.uk/NHS.net email addresses cannot be accepted. This means that Age UKs will not be able to take advantage of this. However, DWP are continuing to look at processes and there may be further developments in the future.
DWP Home Visiting Service update
Due to the Coronavirus crisis the DWP Home Visiting Service has suspended all routine face-to-face home visits but will be prioritising visits for customers who are most vulnerable, ensuring that benefit payments can be made or safeguarding checks undertaken. For partners who make referrals to DWP Home Visiting, you can continue to do so in the same way. For all visit referrals, the DWP will undertake a risk-based assessment to decide the best way to support the claimant. This may involve the claimant being contacted by telephone or letter.
How to order DWP leaflets
As so many of you are working from home we thought it might be useful to highlight this link to you. It is a list of DWP leaflets, especially DWP24 for Pension Credit claimants, which lists the evidence required to make a claim. You can order up to 25 leaflets at a time:
https://www.gov.uk/government/collections/dwp-leaflets-and-how-to-order-them#dwp-leaflets-available-to-order
Cessation of State Pension Adult Dependency Increase (ADI) from 6th April 2020
The Pensions Act 2007 ended new claims to State Pension Adult Dependency Increase (ADI) from 6 April 2010. Existing recipients could continue to receive it until 5 April 2020, as long as they continued to meet the qualifying conditions.
Last year the DWP wrote twice to those affected, in May/June and then again in October 2019. A final letter is now being sent out to those affected to confirm that their entitlement ended on the 6th of April.
Those already in receipt of income-related benefits (such as Pension Credit) will have their position reassessed to take account of the removal of the ADI. The DWP are encouraging people who are not currently getting an income-related benefit to check if they may be entitled to other benefits.
Help us with our campaigning - Do you know older people struggling with these issues due to Coronavirus?We’re appealing to local Age UKs to provide us with stories that have come through Information and Advice services on the following issues: - Grocery shopping
- Access to cash, banking and finances
- Social care
- Loneliness
We are interested to hear your stories as we are gathering evidence in order to support our lobbying of Government and key stakeholders around these issues. We hope that by using the stories of the older people, their families and carers, and the ways in which your local Age UK has been able to help them, we’ll be able to create meaningful policy briefings and associated media coverage, that brings about positive change for older people. Wherever we use an a story, we will ensure that the local Age is appropriately credited.
Although we’re looking for examples on all of the above topics, we’re particularly interested in hearing about the problems COVID-19 is causing in relation to social care and access to cash.
Please email Lucy Williams, Campaigns Officer lucy.williams@ageuk.org.uk with any examples of the kinds of issues older people have got in touch with your organisation about in relation to these topics, or for any further information.
Turn2us Coronavirus Grant Fund for individualsThe Turn2us Coronavirus Grant Fund has been set up to support people who have lost their income as a result of the Coronavirus and to meet their immediate basic household expenses.
How we can help: Please note that we are unable to replace your income. We are able to provide a one-off crisis grant of £500 per household towards essential living expenses (food, bills etc).
Who can apply: We can only help those who are in immediate financial difficulty due to the Coronavirus. You will need to satisfy all of the following criteria:
- You can clearly demonstrate a loss of income due to Covid-19 (evidence will be required showing at least a 50% reduction in earnings, we can accept bank statements, letter from employer outlining change in employment)
- You are a resident of the UK / Republic of Ireland
- You are not currently in Further or Higher Education
- You are over 18
- You have less than £1K savings (single person) or less than £2K savings (couple/family)
Please note that if you have received a Turn2us grant in the last 6 months we will be unable to assist you.
For more information visit - https://www.turn2us.org.uk/Get-Support/Turn2us-Funds/Turn2us-Coronavirus-Grant-Fund
The Emergency Advice AppealThe Access to Justice Foundation, the London Legal Support Trust and its partners across the funding community have come together to fundraise for an emergency appeal that will support a national advice fund that will be available to all free legal services.
The legal advice sector has been under significant pressure in recent times. The COVID-19 (Coronavirus) outbreak threatens to destroy an already fragile sector. Many specialist advice agencies will close over the next 2 – 12 months unless the wider legal community steps in to help now!
The Access to Justice Foundation and the funding community have created a pot of matched funding of £200,000. This means that any donation you make will be doubled and will mean that more advice services and more staff will be able to continue running across the country.
For more information visit - https://atjf.org.uk/emergencyappeal
Coronavirus scams resourcesThe Scams team at Age UK has produced a two-sided A4 word document called Coronavirus information Scams Awareness, available on the COVID-19 I&A resources page on the loop. The resource broadly covers the following two areas with each area including more detail within. - Are there any Coronavirus related scams
that I need to be aware of?
- What are some top tips for staying safe online?
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