State Pension - please help **Update again**

xylophone

But there don't seem to have been an investigation.

Can it be that the investigation is only triggered when the recipient contacts DWP to complain that he is no longer in receipt of the money?

I have referred to this post on the benefits board - perhaps a knowledgeable poster will be able to throw some light?

saver861

xylophone wrote: »

Can it be that the investigation is only triggered when the recipient contacts DWP to complain that he is no longer in receipt of the money?

Well that would certainly be one way.

However, if they came to visit and there was nobody present, I'm guessing they would try to organise another visit or some sort of follow up. I don't think the could just simply stop payment on that premise alone.

I'm thinking their first priority would be to ensure the safe wellbeing of the recipient in the event of non explained absence?

anmarj

I am not sure what the exact process is, as not dealt with them for a long while.

if a letter comes back, it is often sent back out again, if returned again, then contact is made with Local Authority, they may or may not give information(depends where they are), if no joy, then a visiting officer is sent out. as far as I can tell they have to visit twice and I think at different times. I think they may have to ask about (have seen some with visiting officers asking neighbours etc) if the report come back in negative fashion, then the DM has to consider closing the claim, not sure if they have to give extra time at that point, and then closed say for example four weeks after visit to give time before closing. Generally it takes weeks for the whole process to go through and it is nothing that is done within days.

Payments are suspended when the letters come back to force the contact becuase is it is simple matter of people moving but not phoning to tell, and if they have had redirection they may still of gotten the mail. I did hear that Royal Mail do not redirect DWP mail, but do not know how true it is.

People have moved, kept old house,mail still goes there not thinking about it, and then suddenly payment stops.

Often Royal Mail send mail back and people have not moved, maybe because they are new and don't know how the street is set up, or like one winter when snow was bad, they just marked a lot of address DLO and sent them back!

the process was tighten up a few years ago.

Alice_Holt

To complain about DWP / Pensions Service:
https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

This should involve a dispute resolution manager - so might shortcut the process of getting SP back in payment.

As others have said - get your MP involved.

Are your grandparents receiving a disability award such as Attendence Allowance (AA)?
Sounds like your grandfather should certainly qualify:

Details here:
https://www.citizensadvice.org.uk/benefits/sick-or-disabled-people-and-carers/benefits-for-people-who-are-sick-or-disabled/#h-attendance-allowance-1

As another poster has mentioned the DWP / LA have people who will visit pensioners to help them claim such benefits as Pension Credit, AA, and Carers Allowance. This has been cut back - but still exists (used to be known as the FAB team). You may wish to insist on a visit so that they can :
establish that your grandfather is not "deceased";
establish entitlement to any eligible benefits;
link with the local authority re social support and care needs.

Your local council will have connections to the FAB team - so get them involved too.

hec2308

Thank you everyone for all your responses. Sorry for the delay in me coming back, it's been a mad few days both at home and at work!

Sorry for using the word "they", that was completely wrong of me. There was an issue with my grandmother's State Pension but that was years ago and was sorted out, so as far as I'm aware hers is fine. Although I will now be checking everything. This was at a time when I was still quite young myself so didn't have much input.

I completely acknowledge that 3 years is a long time to not notice the lack of SP. Unfortunately as one other poster has said it has purely been a case of my grandmother being too overwhelmed with my grandfather and his illness to really sit and go through everything. My grandfather also has an annuity which is paid monthly so I suppose what would normally trigger someone to wonder what is going on (i.e. no money in their bank account) has not happened here. Things have just been very tight for her, but she has had to make a lot of adjustments to the property to accommodate my grandfather so I think she just put it down to that. I haven't really been in a position to assist more beforehand and I was 16 when my grandfather was initially diagnosed with dementia and Parkinsons, but I'm 26 now and stepping up to the plate.

I have taken advice from here and contacted their local MP last night by email. Hopefully I'll get a response from him soon.

No one seems able to give me a straight answer as to what has happened, and no one has been forthcoming with an apology. I've calmed down a bit now but am still so cross that this could happen! As xylophone asked, they are paying tax and my grandfather has continued to be issued with a tax code every year. Everything they say is so contradictory, I can't get an explanation that makes any sense. And in all reality if my grandmother didn't have family nearby to help her this would potentially never have been sorted. How many other elderly people has this happened to who don't have help?

I work in financial services and the process we go through when a client dies to register their death with pension providers and investment houses is extraordinary. I just don't know how this could happen based on a letter being ignored and someone not answering a door (and that's if I even believe what they tell me, which I don't)

Thank you very much for all the advice, hopefully I can get this sorted soon. Apparently it will take them 3-5 working days to investigate and come up with an answer but I'm going to chase them again next week. Don't trust them!

xylophone

As xylophone asked, they are paying tax and my grandfather has continued to be issued with a tax code every year.

Then for DWP to mark his file as

dormant/deceased

seems quite extraordinary.

Does the Notice of Coding show him as in receipt of State Pension?

If so, has he been overtaxed?

Another point - I would imagine that your grandfather is entitled to Attendance Allowance - was he receiving it before he was marked as dormant/deceased?

If so, the action of DWP seems even more extraordinary.

Apparently it will take them 3-5 working days to investigate and come up with an answer but I'm going to chase them again next week.

It seems to me that if your grandmother (who is POA) has not had a response within ten working days, then a formal complaint should be made.

Has your grandmother thought about POA for herself?

Is it time to consider POA for grandfather being transferred to another family member?

hec2308

Thanks xylophone, I agree that this is indeed quite an extraordinary situation!! I'm concerned it has been done to others at the same time as being completely flabbergasted that it could happen at all. I have to admit I'm not as clued up on tax codes etc. as my boyfriend and he is going to help me with that, but his latest tax code shows as 1517T? It doesn't mention his State Pension on it but it has his annuity and married couples allowance details etc.

I am concerned about the potential tax implications of this and which way it could go, but at the moment I'm trying to take it one step at a time and just get him marked on the bloomin' system as being alive still. If you could offer any insight into what the implications may be then I would seriously appreciate it.

He was receiving Attendance Allowance before this but this has also been stopped at the same time. I believe this is also being dealt with in the same time frame as the SP but again, I'm not taking their word for it.

I agree with you, ten working days seems fair to get this error rectified but will absolutely proceed with a formal complaint if not. Thanks to Alice for providing me with details as to how to do that.

The reason that I've started looking at all this stuff is because we have discussed starting the process of me becoming POA for both my grandmother and my grandfather, and I think this has highlighted to my grandmother that it may be best to get this done sooner rather than later. So this is in hand. Hopefully it should make everything a little bit easier for everyone.

xylophone

http://www.taxvol.org.uk/about-tax/tax-code-checks-carry/

It is likely that your grandfather is in receipt of Married Couples Allowance.

You will need to look at his income and Notices of Coding for the past few years.

https://www.gov.uk/married-couples-allowance/overview

xylophone

Your local council will have connections to the FAB team

Example from Hants - http://www3.hants.gov.uk/finance/finassessmentsgroup/facontacts.htm

Look up your grandparents' Local Authority.

hec2308

That's fantastic, thank you very much.