Benefits, mental health and security questions.

elsien

Person has serious mental issues such that they are sectioned and on a community treatment order, and now has health related memory problems. They now cannot remember their security question answers and have no family who might know. They need to transfer benefits to a new address but the DWP won't talk to them unless they can answer the questions. This has apparently been going on for months. Does anyone know of a way round this?

anmarj

Sign a letter and post it? Other option might be for somebody to become appointee to act, but would need a visit to be done.

Ames

Put it in writing instead of calling? Although MI could make signatures different from when they applied, but I don't know if the DWP will look that closely.

At the same time you could get them to sign something giving you (or someone else appropriate) the right to speak to the DWP on their behalf.

I'm in a similar position although not so severe - I have panic attacks using the phone which make it completely pointless me using it - and that's the approach I'm taking, I'm seeing a support worker tomorrow to get it all put in place.

anmarj

Ames wrote: »

At the same time you could get them to sign something giving you (or someone else appropriate) the right to speak to the DWP on their behalf.

.

problem is that does not give them any authority to change address or bank accounts over the phone unless down as official appointee or POA. It only gives the right to discuss information without speaking to the customer to do secuirty.

helping_hand2014

you can do it all by post

Ames

anmarj wrote: »

problem is that does not give them any authority to change address or bank accounts over the phone unless down as official appointee or POA. It only gives the right to discuss information without speaking to the customer to do secuirty.

My support worker changed my address with DLA without me being there. I don't know if that's because they're a recognised advice service with my permission to discuss my case with the DWP rather than being a random individual.

megc_2

If they are all ready on benefits then they should have some letters somewhere from the DWP and these should have their NI number on them. All the new rate letters are going out currently too.
Alternatively, depending on the benefits, their mental health worker may have a letter or copy of the forms they sent off to claim at some point, if the worker helped them at any point.

elsien

Thanks all - I'm guessing the writing bit has already been done, as I'm told this has been going on since last July, but will find out more next week then come back if there's any more questions.
I know I had a situation before where the person had had an appointee, couldn't remember who the appointee was, couldn't speak to anyone due to dementia, and the benefits agency said they couldn't help unless we could tell them who the appointee had been. I think this may be something equally as complicated, but as I say I'm a bit lacking in full details at the moment.

Ames

Having gone through the security questions today, it shouldn't be too hard to find the answers. A DWP letter and a bank statement should be enough. I had to answer:

Full name
DOB
NINO
What benefits I claim
Postcode
Phone number
Bank sort code
Bank name and branch
What day my IS is paid

I think that was all of them! The only ones you wouldn't get from the documents I mentioned would be DOB which the hospital should know, and phone number. I got one of the questions wrong and still got through them though.

ETA: Hadn't read the bit about an appointee or similar making it more complicated. I hope you get it sorted.

MsCasey

Putting anything in writing to the DWP is a waste of time, they never seem to reply.

Daisychains

Security questions are randomly generated, there are five questions and if someone fails three then they are advised to try and contact us again on the same day. If security questions are failed twice in one day, then any queries and correspondences can usually be dealt with clerically. Hope this helps x