No images? Click here Inform & Advise IntroductionWelcome to the October 2021 edition of the Inform and Advise newsletter for local Age UKs/Cymrus. There is nothing about petrol station queues or utility prices here you’ll be glad to see, but there’s plenty to read that should hopefully help keep your information and advice provision for older people as invaluable as ever. 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
Influencing government policy – SPEC toolFor many years, local I&A services (and the Age UK Advice Line) have been able to share their evidence of their clients’ experiences with our Policy Team, in order to influence and hopefully improve government policy. This has been done through the Social Policy Evidence Collection tool, or ‘SPEC’. The evidence that is shared is extremely useful for the Policy Team, and the more evidence that is received, the better. So, we’ve looked at how we can improve the tool and make the process as easy as possible. We’ve cut down the number of questions asked, and simplified the process for sending in evidence. Rather than having to open, fill in, save and send a Word document, all you have to do now is click this link - SPEC Form The form asks you the following:
We’ve updated the loop page about this here so you can always find the link that way, but you could save the link to the form in your browser so it is easily accessible. Here’s that link again - SPEC Form In future editions of Inform & Advise we’ll be feeding back about the evidence you share, and how the Policy Team have been able to use it in their influencing work. Guidance on involvement in financial assessments for social careA number of Age UKs have been approached by local authorities about being involved in financial assessments for older people seeking support from Social Services. Here is guidance on things to consider if you have been approached in this way:
For further support on this, contact your Development Adviser, or john.edwards@ageuk.org.uk A better telephone I&A service for older peopleIn the February edition of Inform & Advise here we gave an overview of how local I&A telephone services can integrate with the national Advice Line, in order to provide a more accessible and streamlined service for older people calling us. One element of this is local services diverting out of hours calls to the national Advice Line, and this is in place for about half of the network. The other main element of ‘Integration’ is for the national Advice Line to be able, when they have a caller who needs further help such as help with a benefit claim, or specific local information, to book a callback from the relevant local Age UK I&A service. This provides a better service for the older person, as well as being time-saving for the local Age UK, as the Advice Line provides brief details of the nature of the enquiry. There are around 50 Age UK I&A services that are integrated in this way (taking callbacks), and we’d like to invite more of you to sign up to this. You may be wondering how many callbacks you would likely get if you do sign up. It does vary across the network, with the average (in August) being 11, and the spread being from 1 or 2 up to the highest which was 83. The size of your area and the capacity of your phone line have the biggest impact on the number of callbacks you will receive, i.e. the greater the number of calls that you divert to the Advice Line the higher the number of call backs you will receive. Enquiries that lead to call backs are those that the national Advice Line cannot respond to, such as local signposting enquiries (e.g. local support groups and local services such as a handyperson or gardener) or form filling, most benefits advice enquiries (as to avoid duplicating the work of local Age UKs the Advice Line only provides benefits advice to clients in areas where there is no local Age UK) and clients with on-going cases with the local Age UK who are diverted to the Advice Line. The number of local signposting enquiries leading to callbacks will reduce in future, as the new Local Directory is rolled out, as you’ll be able to share your information about your services and events, as well as information on other local organisations, so it will be visible to the Advice Line as well as on the website. You will also receive data on the number call backs have been booked for you, and if we have given out any local signposts you have provided. Many partners have found both of these of great benefit when applying for funding, to add to their own statistics To find out more about how you can sign up to getting callbacks, contact integrationcustenquiries@ageuk.org.uk and we can explain the process, and help get you set up. John Edwards, Head of I&A Strategy Alzheimer’s Society – information for people with dementiaThe Alzheimer’s Society has a wide range of information for, and about, people with dementia. Here’s the link to their list of publications, which are available online and in print - https://www.alzheimers.org.uk/get-support/publications-factsheets/full-list They have just published a new booklet and factsheet for LGBTQ+ people:
Of course, everyone experiences the challenges of dementia in their own individual way, but being LGBTQ+ and having dementia can bring other additional challenges, such as it being hard to remember who you have told about your sexual orientation or gender identity. You can order hard copies of all the publications for free, by contacting publications@alzheimers.org.uk Alzheimer’s Society also run a Dementia Connect Support Line – 0333 150 3456 – and on their website you can search for local services for people with dementia and their carers - https://www.alzheimers.org.uk/ Support from Guide DogsGuide Dogs have identified that older people with sight loss are frequently not taking up the support they can offer, for a wide range of reasons. They have contacted Age UK to raise awareness of the services they can provide, which include:
More information can be found here. If you have any queries, you can contact Guide Line (0800 781 1444) or email information@guidedogs.org.uk Age UK Autumn I&A Training 2021Note – we are changing the way that we are delivering our webinars to make them more interactive. We are trialling the use of webinar functionality in Microsoft Teams as this allows us to take questions directly from trainees, use Forms for polls to check understanding, and using breakout rooms to discuss learning and case studies during the sessions. This approach requires trainees to register for each webinar using the hyperlinks for each session. You need to complete a short form with your name and email address, and you are then sent a link for the actual session. As such, please make sure you allow at least 5-10 minutes ahead of each session to complete the registration as the webinars start promptly at the opening times shown. End of life care webinar- Wednesday 20 October, 10am-midday This webinar aims to get us all thinking about end-of-life care. The initial focus will be on the language used, expelling some of the myths and looking at the impact of Covid -19 in bringing this topic to the forefront. We will also explore the relevant guidance, and how to access end of life care, including the current funding options. Finally, we will consider what information and advice we can offer clients in this situation, either as the person nearing the end of their life, or to their family/friends and/or carers. The aim of this session is to highlight some of the considerations relevant to end of life care, and to provide advisers with the confidence to assist clients regarding what their options may be and where they can access further specialist support if appropriate. Presenter: Rachel Freeman, Technical Advice Support Officer (Health and End of Life) Council Tax/Council Tax Support webinar - Wednesday 27 October 10am-midday The first part of the webinar will look at what Council Tax is and who is liable to pay it within a household. We will consider ways to reduce Council Tax liability under various schemes – discounts, discretionary reductions or the disability reduction scheme. We will also consider what properties can be completely exempt from paying Council Tax depending on individual circumstances. The second part of the webinar will look at Council Tax Support (CTS, also known as Council Tax Reduction in some areas). We will consider what CTS is, who is eligible for it, how non-dependants living in the household can affect entitlement and how to challenge decisions by a local authority. For people not eligible for CTS, we will also look at entitlement to the alternative Second Adult Rebate (SAR) scheme. Presenter – Liam Bradford, Technical Advice Support Officer (Money and benefits) Homelessness webinar - Wednesday 10 November 10am-midday We will be looking at the main legal framework on homelessness in England, Part VII of the Housing Act 1996. Focusing on the Act’s key concepts and pathways, as well as the common problems clients experience, we will consider:
Before the session, you can have a look at factsheet 89 Homelessness and/or our new information guide on homelessness, although this isn’t compulsory. Presenter – Lottie Beauchamp, Technical Advice Support Officer (Housing) Mental capacity and best interests - Wednesday 17 November 10am-midday The webinar addresses the fundamental aspects of the Mental Capacity Act 2005 (MCA), including how mental capacity is defined and the Act’s five principles, with a particular focus on making decisions in the ‘best interests’ of those who lack mental capacity. Related issues covered included legal authority to act for a person lacking mental capacity through Lasting Power of Attorney and Court-appointed deputyship. Explanation is given to how these issues commonly arise in our advice work, illustrated with practical examples, with the aim of helping advisors to identify and respond to enquiries where the MCA is relevant. Presenter - David Broome, Technical Advice Support Officer (Social care) Mixed-age couples and Pension Credit - Wednesday 24 November 10am-midday This webinar will explain changes to the rules made in May 2019 for mixed-age couples claiming Pension Credit, Housing Benefit, and Universal Credit. We will explain the background to this change, both from the policy perspective and the legal perspective. We’ll explain the rules for couples who are protected from the effect of the changes, and what happens when someone reaches State Pension age. Presenter – Paul Treloar, Senior Technical Advice Manager Recording – these webinars will all be recorded so advisers can watch them later on if they cannot make the actual session itself. By joining these webinars, you are agreeing to be recorded for these internal Age UK purposes. If you have concerns about being recorded, please contact paul.treloar@ageuk.org.uk or mark.tomlinson@ageuk.org.uk Common Enquiry Codes Q2 – deadline Monday 18th October 2021The deadline to send us your enquiry code figures for Quarter 2 (Jul, Aug, Sept) is Monday 18th October 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:
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
Updated GuidesIn the past month, these guides have been updated:
We are also in the process of updating a series of other guides, including Winter Wrapped Up. Each local Age UK will receive 250 copies of this guide as part of a Winter Pack which will be delivered in the coming weeks. You can order any of these guides through the normal email address at orders@ageuk.co.uk, and If you have any questions about these updates or upcoming guides, please email tim.sheaff@ageuk.org.uk Benefits, Housing and Health & Care BriefingsThis month’s Benefits briefing, produced by Liam Bradford, Technical Advice Support Officer – Money and Benefits , includes information about the extension of the Post Office Card Account contract and the State Pension triple lock suspended for one year and ongoing delays This month’s Housing briefing, produced by Lottie Beauchamp, Technical Advice Support Officer – Housing, includes information about Landlord notice periods reverted back to pre-pandemic levels from 1 October 2021, temporary adjustments to the Right to Rent scheme that have been extended until 5 April 2022 and The Shelter Legal website has been updated with information to assist homeless clients who may lack mental capacity This month’s Health and Care briefing, produced by David Broome, Technical Advice Support Officer – Social Care, and Rachel Freeman, Technical Advice Support Officer – Health & End of Life, includes information about adult safeguarding statistics for the year 2020/21 released by the NHS, showing an increase in the number of concerns raised and Ombudsman finds care home at fault for banning older person’s son from visiting. There is also information on Covid-19 booster vaccinations, consultation on vaccines for frontline health and social care workers and Hospital waiting times, what to expect whilst waiting There have also been 3 updates to the TASO Covid Briefings, which are located on the same pages on the Loop as the TASO main briefings above. Factsheet updateThe following factsheets have had an annual review for October 2021: FS20 NHS Continuing Healthcare and NHS-funded nursing care FS58 Paying for short-term and temporary care in a care home The above factsheets will be available to download from the Age UK website from 1st October 2021 The Large Print versions of all factsheets are also available to download from the Age UK website here Interesting Email of the monthEnquiry - I wanted to check if you can advise about problems we are having with clients putting in claims for State Pension (SP) and Pension Credit (PC) and the hardship this is causing. In general, clients are finding it extremely difficult to claim and have SP claims progressed. There is no form to print off and no telephone claims. Options are online or phoning for a form, which often takes weeks to arrive. Specific Client Delay Problems Our client reached State Pension Age (SPA) on 20 June 2021. She rang the Pension Service in early April and received the form and filled this out and posted it at the end of May. She has a forecast of full SP. We also filled out a PC form for the client and this was posted in May as well. Her Employment and Support Allowance stopped when she reached SPA. We are aware that SP is paid four weeks in arrears - however it is now 12 weeks overdue. The client phoned the Pension service on numerous occasions and each time has been told they will send an escalation email and she will be contacted in 48 hours. She has never had a call back and been on hold or phone for a total of seven hours. She has been told that she should apply for a Budgeting Loan. Can she do this as she is not actually in receipt of PC? We have been told by DWP that clients shouldn't even apply for PC until SP is in payment. We have problems getting any answers through the contact centre. Do you have any advice on strategies or how we can escalate this? Response - As you say, there is currently no option to print the SP claim form online or make a claim by phone. We met with the DWP recently and raised this and our DWP contact will look into this. In the meantime, the only ways to make a claim are currently online or by requesting a claim form over the phone. You may have seen the news article about delays in processing SP claims and a written question about this was asked in Parliament to which Guy Opperman, Minister for Pensions, responded on 08/09/21 that ‘Normal service will be resumed by the end of October 2021. The Department is working hard to clear backlogs which have occurred by reason of the Covid Pandemic and staffing issues which have now been rectified. Hundreds of additional staff are currently being redeployed.’ We have been hearing of issues processing claims along with other problems across different benefits throughout the Covid pandemic, with the promise that DWP staff are being redeployed to deal with backlogs such as processing claims, which is likely why your client has not had a decision on her PC claim either. In normal circumstances, I would suggest making a complaint about such delays, but due to how widespread this issue is, that will not likely speed up the process, although they can still complain if they wish. The only practical advice I can give is making sure clients make their claims as soon as possible, which for the State Pension and PC can be up to four months before reaching State Pension age. With regards to being told a client should only claim PC once their SP claim has been processed, this is also something we have heard from other advisers. What you have been told is not correct and it is possible to claim PC, even where a client chooses not to claim their SP i.e. they defer claiming. In these cases, they are treated as having notional income based on the amount of State Pension they would receive if they did claim it, so there is no benefit for a client to not claim their State Pension in these circumstances. If the Pension Service refuse to take a PC claim from a client, the best thing to do is to contact us through the EES so we can give specific advice on this. You should note the time and date that your client called the Pension Service so we can forward these details to our DWP contacts to investigate further. In general, as there is no decision which can be appealed, the only other ways to compel the DWP to take a PC claim is either complain or issue a pre-action letter threatening Judicial Review. This issue is also being raised specifically with DWP Policy so we can offer advisers more guidance as to what to do in these situations. With respect to budgeting loans, these are only available where the claimant has been receiving a particular means-tested benefit for the past 6 months, which includes PC. The only exception is where someone has moved from Universal Credit to PC, in which case they can include time spent claiming Universal Credit towards the 6 months. However, claimants can apply for a ‘Short term benefit advance’ if they have recently applied to benefits including PC and State Pension, which they state can be paid on the same day or next working day. These are payable if the client is in ‘urgent financial need’ which is not further defined. Turn2Us states ‘You must also be able to show that you are in financial need. This means that if you don't get a Short Term Benefit Advance there is a serious risk of damage to the health and/or safety of you and/or your family. There is no set list of situations this covers but as an example, not being able to pay for gas or electricity could be a risk to your health.’ 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. If you click the unsubscribe link in the footer you'll unsubscribe from all Age UK newsletters. |