Wrestling with bureaucracy

The Problem:

Mrs X who had been facing lengthy problems with the Department of Work and Pensions (DWP) regarding non-payment of her 90-year-old mother’s Attendance Allowance. For weeks, Mrs X had been trying, unsuccessfully, to reason with the DWP to get her mother’s Attendance Allowance paid. The Attendance Allowance department claimed that payments had already been included in her Pension Credit, yet the Pension Credit department confirmed this was not the case.

Weeks and months went by. The matter was still not resolved and Mrs X was at a loss as to how to proceed. Our Home Visiting Adviser, Jane, suggested they take the matter to a higher level and write to their MP, Theresa May. The client later got in touch to thank us, as Mrs May had forwarded the issue to the appropriate minister, Iain Duncan Smith and it had been resolved.

The Outcome:

Mrs X’s mother was been awarded approximately £21,000 in overdue benefit, backdated for ten years.