No images? Click here Inform & Advise IntroductionWelcome to the July 2021 edition of the Inform and Advise newsletter for local Age UKs/Cymrus. This month we’ve got another article from Lindsey Huggins at the Advice Line, about how they have started supporting older people with Attendance Allowance claims over the phone – this will be something that many local Age UKs have also been doing since the pandemic. The Advice Line has also started doing ‘webchat', and Roger Evans tells us more about that. There is a great funding opportunity for work on Scams prevention, and as usual lots of interesting info from the TASOs, including about their summer webinar schedule. Please note the brief planned outage of the e-learning system on 19th July, whilst we upgrade the platform. Here’s hoping for some good weather to enjoy this month, and for those who are enjoying the football, a great Euro 2020 Final on Sunday – at the time of writing, football is still coming home! John Edwards, Head of I&A Strategy If you have any questions about this bulletin, please contact Age UK on adviceunit@ageuk.org.uk Please note: some items in the Briefings are not relevant for partners in Wales; these are marked up in the Briefings. In this issue
Attendance Allowance claim completion by phone – Age UK Advice LineIn February of this year, I received this email from one of our clients whom we had helped to complete an Attendance Allowance application. J………. said “my life has been transformed since speaking to Nicky. Following her help, I have been awarded the higher rate Attendance Allowance and am now able to have my heating on full.” The client went on to explain that her health issues mean she spends a lot of time at home and previously had been too anxious about cost to use her heating for more than an hour or two each day. She ended by sending, “I am so excited to be able to use my heating”. Reading this email really touched my heart. How sad to think that someone who is older and suffering from quite serious health conditions should spend their time cold and too frightened to use their heating. What could be more worthwhile than helping to change that? Supporting older people to complete Attendance Allowance claim forms has been a big part of local Age UKs’ work for many years, but it is a new area of work for the Advice Line. We started this in November 2020 as part of the Warm Homes project, covering areas that had no local Age UK available. We had never done this before as we had concerns about how to do this task over the phone. As many of you will know the Attendance Allowance application is huge and complex and I think we had always assumed that face to face would be the only possibility. However, by the end of the project we had helped 126 clients complete an AA application. Of the 101 we were able to get feedback from, 87 had taken the claim forward and 77 of those were successful in their claim giving us an 89% success rate. Some decided not to take the claim forward and sadly 2 had died whilst awaiting a result from the DWP. The key elements of our success in starting this new area of work were excellent training so that staff had the skills and knowledge needed, and a robust process that would prepare clients for the appointment and ensure they were in control of the application. We were fortunate that one of the team had significant experience of AA form completion in a previous role, and she wrote Good Practice Guidance for the team. Our Lead Adviser on benefits put together a training package, particularly covering the online application process, and advisers spent time filling in practice forms electronically so we could be sure we were using the form as efficiently as possible. We also focussed on the skills we would need to put a client at ease and draw out all the information from them, so we had a full and complete application. Many clients would tell us they are fine getting out of bed in the morning for example, but when we asked more questions, it turns out they have a complex ritual developed to make it possible, and it takes them a long time to manage it all. Using open and probing questions around this facilitated the information coming out: “What does getting up in the morning involve for you? Talk me through the process.” In this way we were able to give the full information to the DWP to make a fully informed decision. In terms of the process, when we identify that the support is needed (client is potentially eligible for AA, and they don’t have access to a local Age UK for support), we book them a telephone appointment. We send them a letter (or email if appropriate) to confirm the appointment time and say that the appointment will last between 1.5 hours and 3 hours. We ask if they’d like to have a family member, friend or carer, to support them during the call, and remind them that we will need their consent to record information, to comply with GDPR. We also enclose a form for them to complete in readiness for the call, so they have relevant information handy including: NI number; contact details of GP, and other health professionals (e.g. hospital consultant, physiotherapist, specialist nurse); letters about their condition; list of medications including dosage and a copy of (or link to) the Information Guide on Attendance Allowance. Sometimes the enquirer is a third party who is acting as attorney or deputy, so we ask for proof of this before proceeding (e.g. photo of the LPA, or for newer LPAs, the access code with which we can view it on the government website). We also encouraged advisers to manage the length of the calls by offering the client breaks during the process – as this can be an exhausting application for both client and adviser! Breaks vary depending on the need, but are usually around 15 mins at about the half-way stage. However there have been times when it has included an hour’s break for lunch. At the end of the process the unsigned form is printed and sent to the client, or their attorney, with an envelope for them to post it addressed to “Freepost DWP Attendance Allowance”. They do not need a postcode or a stamp. It is then the customers responsibility to check the form, sign it and send it off. I started with a customer comment and would like to end with one as ultimately that is really what matters most. “Thank you very much, your help was appreciated. I know you will say you are just doing your job, but it is much more than that and has made such a difference to us” Let’s keep making all the difference that we can for the older people in this country who matter to us so much. Lindsey Huggins, Advice & Quality Manager, Age UK Advice Line “Webchat” – a new channel for I&A enquiriesThe Age UK Advice Line has introduced a new way of answering enquiries – “Webchat”. People using the Age UK website have been able to get help from a ‘chatbot’ or ‘virtual assistant’ for some time now, whereby they type in their enquiry, and the virtual assistant presents some answers. This works well for some enquiries, but automated responses have obvious limitations. But now, people using a number of I&A web pages will be able to get an answer from a ‘live’ adviser. A small group of Advice Line ‘Level 1’ Advisers were selected to be the first to answer enquiries via webchat, and it was launched in April. Webchat is set up on the same system as that used for handling phone calls, so they are able to move between them. There were a few challenges we faced in introducing webchat whilst most advisers are working from home, but all participating advisers rose to the challenge and have quickly adapted to the new way of interacting with enquirers, giving both the adviser and the enquirer an improved experience and speedier resolution to the enquiries. We use a mix of pre-formatted responses and free text to respond to the enquiries to try to reflect the interactions a person would receive if they called the Advice Line. Whilst an adviser can respond to up to 3 webchats at a time, the launch has been approached by taking ‘baby’ steps to allow advisers time to accustom themselves to the new function. If an enquiry becomes complex, or an enquirer is struggling to use the webchat function, the adviser can offer to call the person on the phone, still using the webchat platform, and the webchat will remain open until the call has ended and the adviser has completed the webchat transaction. If an adviser decides that a local Age UK would be best placed to support the enquirer, they can be provided with a link to the website page where they can add their postcode to the search for the local Age UK. At the end of the Webchat the enquirer will automatically be sent a transcript of the interaction by email. The email will include the telephone number for the Advice Line, in case they wish to call in for more information rather than using the webchat. Early indications are that Webchat has been well received by everyone using the service with an initial customer survey since launch showing a 4 out of 5 rating for the overall customer experience. We look forward to achieving a consistent 5-star rating in the future as we continue to make improvements to the way the service is delivered and thereby making us more efficient. Roger Evans, Customer Operations Manager, Age UK Advice Line New grant funding opportunity: Scams Prevention and Support ProgrammeOn 12 July we’re opening applications to a new programme aimed at preventing thousands of older people becoming victims of scams and supporting those who have already been scammed, so that they feel safer and less likely to be scammed again. Based on a successful pilot three years ago, the selected Age UKs will start work from 1 November 2021, offering scams awareness talks to groups of people and one-to-one scams advice sessions in people’s homes (for those who are vulnerable or at risk of being scammed, or have been scammed before). We’re looking to work with 16 partners from England and Wales, with grants available of up to £40k a year for the two years of delivery. Take a look at the I&A Programmes page on the loop from 12 July for more information about the Scams Prevention and Support Programme and how you can apply. Joe Parker, Programme Manager, Age UK Wellbeing Team TASO Summer Webinar SeriesThe Technical Advice Support team will be delivering a further series of I&A subject training in July via Teams webinars. Below are some dates for your diaries. Further details, including links to the webinars, are available on the loop I&A training pages. Please notes that these courses cover the same content as the TASO training from late 2020. Even so, we hope new and more experienced advisers will still attend these training opportunities to cement and embed their learning. As Teams webinars are automatically deleted by Microsoft after 6 months, we will look to run these three courses every 6 months or so given that they cover the core elements of Age UK advice. Wednesday 13 July 2021 – 10am-midday Social care advice webinar – social care charging and financial assessment Presenter – David Broome, Social care TASO Wednesday 20 July 2021 – 10am-midday Benefits advice webinar – Benefit calculator Presenter – Liam Bradford, Money and benefits TASO Wednesday 28 July 2021 – 10am-midday Housing advice webinar – Housing options for older people & security of tenure Presenter – Lottie Beauchamp, Housing TASO EU Settlement Scheme – Latest Information and Updates from ADASSFollowing our recent communication updates about the EU Settlement Scheme, ADASS are keen to share some of the emerging issues around the scheme and how this might affect vulnerable EU/EEA citizens who may miss the deadline and are seeking to make a late application. The Home Office have published new guidance that can be accessed here: www.gov.uk/government/publications/eu-settlement-scheme-caseworker-guidance No Recourse to Public Funds (NRPF) – ADASS has commissioned the NRPF Forum to publish guidance specifically applicable to the EU Settlement Scheme – the guidance raises some very significant issues for local authorities and for vulnerable EU/EEA citizens who at are risk of homelessness or destitution. The guidance can be accessed here: www.adass.org.uk/media/8711/nrpf-factsheet-euss-adass-euss-v2.pdf DWP – We understand that the DWP have recently communicated with local authorities to confirm the timescales and communication plan that they will deploy from early July onwards. EU/EEA citizens will be contacted during July, August and September to encourage applicants to apply. Should applications not be made to the scheme, those in receipt of benefits will find themselves no longer entitled. It is very important for applications to be submitted before or very soon after the 30th June deadline. Grant Funded Organisations – can provide direct advice to applicants and organisations supporting them to apply. Information can be found here: www.gov.uk/help-eu-settlement-scheme Further ADASS Webinars are available, to book please go to www.adass.org.uk/euss – the next one is on the 21 July 2021. For any further information or advice, please contact Heather Booth, ADASS EUSS Programme Manager at heather.booth@adass.org.uk Common Enquiry Codes Q1 – deadline Thursday 15th July 2021The deadline to send us your enquiry code figures for Quarter 1 (April, May, June) is Thursday 15 July 2021. Please send your figures to adviceunit@ageuk.org.uk as usual. If you are not a Charitylog user, please ensure that you send us your figures on the 2021-22 template available on the loop here, and also include your benefit take-up figures and type of contact figures. If you are a Charitylog user, please ensure that you: Choose the correct date when completing the box, Reporting Year Start Date: 1 April 2021. Check the codes end at the final row (grand total) on the export. For 2021-22 this should be row 1548. Include your benefit take-up and type of contact figures in the enquiry code spreadsheet, available on the loop here Send the Charitylog report and Excel spreadsheet together in one email to adviceunit@ageuk.org.uk Coronavirus codes - You’ll be aware that we produced some codes relating to Coronavirus last year so that, if you wanted to, you could record enquiries you were getting using these codes. If you have continued to use these, it would be great if you’re able to send us a copy of this completed template along with the Common Enquiry Codes. If you have questions about reporting your data this month, please contact Catherine Howard at adviceunit@ageuk.org.uk Transition of e-learning platform on 19th JulyOn the 19th July 2021, we will be updating our current e-learning platform ‘Moodle’, to an improved version called ‘Moodle Workplace’. On this day there will be a short period where you cannot access e-learning. Once the transition has taken place, users will continue to access the platform using the same login details but will have a better user experience. If you have any queries with e-learning, please contact adviceunit@ageuk.co.uk Chloe Longmore, National Manager, I&A Review Project Benefits, Housing and Health & Care BriefingsThis month’s Benefits briefing, produced by Liam Bradford, Technical Advice Support Officer – Money and Benefits Includes information about resumption of face-to-face work capability assessments and ESA claimant commitments, DWP discretion to waive recovery of recoverable hardship payments and ongoing benefit entitlement for EEA nationals who miss the 30 June EU Settlement Scheme application date This month’s Housing briefing, produced by Lottie Beauchamp, Technical Advice Support Officer – Housing Includes information about ‘Right to Rent’ rules for EEA nationals from 1 July 2021 (England only), the EU Settlement Scheme and local authority housing assistance and park homes ‘fit and proper person’ guidance published (England only) This month’s Health and Care briefing, produced by David Broome, Technical Advice Support Officer – Social Care Ombudsman complaint decision about Council deprivation decision and information, and mandatory vaccination announcement regarding care home workers Factsheet updateThe following factsheets have had an annual review for July 2021: FS7 Making a will FS16 Trans issues and later life (please note name change) FS29 Finding, choosing and funding a care home FS35 Tenancy rights – rent FS68 Preventing evictions FS89 Homelessness The above factsheets will be available to download from the Age UK website from 1 July 2021. The Large Print versions of all factsheets are also available to download from the Age UK website here https://www.ageuk.org.uk/services/information-advice/guides-and-factsheets/age-uk-large-print-factsheets/ Updates and new information guidesLast month the following guides were updated: - LGBT+ - Getting help at home We also published four new smaller guides on the following topics: - Homelessness - Private renters - Social housing - Homeowners As ever, all guides can be ordered in the normal way via orders@ageuk.co.uk For any further questions, please email tim.sheaff@ageuk.org.uk Interesting email enquiry of the monthWhat happens to my client’s Pension Credit award if they don’t claim their State Pension? Enquiry - I had a call this morning from a gentleman whose 71-year-old wife chose not to claim her State Pension so she could claim Pension Credit (PC) instead. I was under the impression that if someone chooses not to claim their State Pension, this could be seen as deliberate deprivation of capital and could therefore affect their entitlement to PC. The gentleman is now about to reach SP age himself and asked if he could not claim his State Pension as he believes he’d be better off on PC (they also get full Housing Benefit (HB) & Council Tax Reduction (CTR) as well.) My question is are they able to just ignore their State Pensions in order to claim PC? Response – If someone does not claim their State Pension but does claim PC, then this would be treated as deprivation of income as we describe in factsheet 48 Pension Credit on page 15: Deprivation of income (notional income) You can be treated as having income that you do not actually have. This is known as ‘notional income’. This happens if you fail to apply for income you are entitled to, for example, you have not claimed your State Pension, occupational or private pension, or have deliberately got rid of income with the intention of increasing your benefit entitlement. Seek advice if this applies to you. The wife’s weekly State Pension entitlement should therefore have been included in the PC assessment as notional income. For example, if this is £100 per week, they would be treated as having that £100 as income for PC purposes even though she is not actually receiving this from her State Pension. From what you have said, it appears the Pension Service have not included her entitlement as notional income which may mean they have been overpaid PC throughout the period they have been claiming it (although it might be included, and your client does not realise it - they could check their PC entitlement letter to see if there is any mention of her State Pension on there). Even if there is an overpayment, the recovery of it could be challenged on the basis of official error in that the Pension Service should have been aware of this, and I will come to this below. Another issue here is his actual State Pension entitlement. When a person does not claim their State Pension, it is treated as being deferred, which usually means weekly entitlement increases throughout the period of deferring until a claim is made, at which point the person receives a higher amount than if they had not deferred. However, this is not the case where someone claims PC as we state in factsheet 19 State Pension in section 6.2: If you or your partner claim certain benefits such as Pension Credit, Universal Credit, or income-related Employment and Support Allowance, you do not receive any increase for each whole week in which you receive the other benefit. The unclaimed State Pension also counts as notional income for these benefits. As State Pension entitlement is treated as notional income for PC purposes and an increase in State Pension entitlement is not possible where the claimant is also receiving a means-tested benefit, there is no practical reason for not claiming a State Pension in these circumstances. The wife should therefore make a claim for her State Pension so she is at least receiving an income from it and the husband should do the same when he reaches State Pension age. More information about making claims can be found in section 6 of factsheet 19. Note that when the wife starts to claim her State Pension, the Pension Service may realise they have not been taking this into account as notional income and at that point your client may be notified of an overpayment. As above, as the Pension Service should have known about this (State Pension and PC are both administered by the Pension Service), your client has a strong argument that the overpayment is not recoverable. I recently looked through the PC claim form for another enquiry and in part 9 it states ‘You do not need to tell us about social security benefits paid by the Department for Work and Pensions in this part. Please read Part 9 of the booklet “Notes to help you fill in the form” for details of what you should tell us about.’ In fact, the only benefit it specifically asks for information on is Carer’s Allowance. The accompanying notes regarding this section likewise states ‘Do not tell us about social security benefits or State Pension we pay you. We already have this information.’ For any overpayment decision, your client has a very strong argument that they cannot fail to disclose something the claim form specifically states does not need to be disclosed and therefore any overpayment arising because of that is due to DWP error as they ‘already have this information’ yet they failed to include it in the assessment for PC. On that basis, any overpayment should not be recoverable. If an overpayment decision is made, your client should be advised to come back to you, and we can look into this further for them at that point. Note with respect to HB and CTS, as long as they would have remained entitled to some amount of PC Guarantee Credit throughout this period (i.e. even with the State Pension notional income taken into account), they would have remained entitled to maximum entitlement to these benefits, so there wouldn’t be any overpayment issue in respect of these. Further, if that is not the case, it would be arguable that any overpayment is not recoverable for the same reason as above for PC purposes. Control what you get from Age UK communicationsSign up: You can subscribe to newsletters for local Age UKs using our online sign-up. Control what you receive: You can update your existing subscription and details online. Unsubscribe: To unsubscribe, please email signpost@ageuk.org.uk. 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