Universal credit interview

Miss_mash

Hi, I migrated from ESA to UC a couple of months ago and everything seemed to go smoothly. As I’m Autistic and have other mental health issues, I sent a message via my journal explaining that I wouldn’t be able to attend my identity interview in person, and requested a telephone appointment which went ahead without any complications. 

I received a message in my journal recently, telling me to update one of my middle names to match my claim details, which I did. They’ve now sent a message telling me to attend a Job Centre appointment to confirm my name, and said if I don’t attend, my benefits will be blocked. I replied, asking for a telephone appointment but haven’t heard back yet.

I’d like to know if they can refuse my reasonable adjustment for a telephone appointment, and what my rights are as a disabled person?

I never had any problems when I was on ESA and I’m finding this change extremely difficult to deal with. My mental health is already poor, hence why I’m on benefits in the first place.

This situation is making me seriously unwell.

sgthammer

You have my sympathy. They don't make it easy.

Your housing benefit will now have been folded into your UC claim, so your rent is on hold until that's sorted. Once it is, the payment should be backdated. And once the arrears are cleared, you can arrange for future payments to go to you rather than your landlord if that's what you want.

While you may be justified in standing on your rights, in practice the most important thing is to break the impasse as quickly as possible so you get paid, rather than waiting around for some bureaucrat to decide on process. If you're physically capable of getting to the JobCentre, my advice would be to go, taking your mum or somebody else with you for support. It's just an ID check for a new claim, not a reassessment of your eligibility, so you should be in and out in 10 minutes or so. The anticipation will be the worst part, so don't give yourself an extra layer of it.

Best wishes.

TimeLord1

Your rent is paid in arrears by a month, so if, as you stated, you applied a couple of months ago, your landlord should have been contacted by UC for his information? Can't you repeat the urgency for a telephone appointment? Remind them of the Equality Act. And access to services.

Miss_mash

Thanks for your messages.

I messaged them earlier saying I couldn’t attend but they’ve said I need to go as it’s a face to face. 

I don’t even have any evidence of the name change. I don’t tend to use my middle name and have no documents to show them to provide evidence. 

Physically I’m fine but I rarely go out and can’t go to unfamiliar places even if someone goes with me. My mums not in the best of health herself so I doubt she could go with me anyway, and I have no one else. 

I was in ESA support group and was migrated to UC LCWRA so they know my situation.

Just the thought of going somewhere unfamiliar fills me with dread and I’ve been thinking about harming myself. I’ve already had two panic attacks today and my poor mum is worried sick. I probably should have a support worker or something, to help with things like this. 

Should I contact citizens advice? Any other organisations that could help? I’ve looked online but don’t want to contact any of them unless they really can help me. 

Wish I could just go to the appointment but if it was that easy I wouldn’t be on benefits in the first place. 

TimeLord1

Regarding the face-to-face appointment, you absolutely have rights as a disabled person under the Equality Act 2010. This Act places a duty on service providers, including the Department for Work and Pensions (DWP), to make reasonable adjustments for disabled people so they can access services in the same way as non-disabled people.

Given your autism and mental health issues, and the fact that you were granted a telephone appointment previously for your identity interview, it seems unreasonable for them to now insist on a face-to-face appointment without properly considering your needs. You've already explained your difficulties with attending unfamiliar places, even with support.

Reiterate your need for a reasonable adjustment in writing via your journal. Clearly explain again why attending a face-to-face appointment is not possible for you due to your autism and anxiety. Refer to the Equality Act 2010 and the duty to make reasonable adjustments. Mention that you were granted a telephone appointment previously.

Ask them to explain why a face-to-face appointment is absolutely necessary in your case, given your circumstances and previous telephone appointment.

Keep a record of all your replies and requests to them. 

Don't let them get to you just take it one message at a time. 

Spoonie_Turtle

If it's the going somewhere that's a problem, you can request a home visit if you'd be alright with that.  It could take a while if they grant it and you might need to supply some sort of proof that you need it, but if you don't ask then you definitely won't get.

Miss_mash

Timelord1 - Thank you, I’ll do that. I’m not used to dealing with situations like this so I don’t really know my rights. I’ve heard that they will try to push people into situations etc  

Should I mention my panic attacks and thoughts of harming myself or should I just quote the disability act and ask why I can’t have a phone interview when I’ve had one before? 

They probably need to see documentation of my full name which I don’t think I have. I have a previous letter from the DWP addressed using my initials so I could take a picture of that to send them? 

I record most of my phone calls and take screen shots of every interaction. 

TimeLord1

It's important to inform the DWP about how your mental health is being affected. This is directly relevant to your request for reasonable adjustments under the Equality Act. Explain that attending a face-to-face appointment is causing you significant distress and exacerbating your mental health issues.

Yes, you should absolutely do this. Refer to the Equality Act 2010 and the DWP's duty to make reasonable adjustments for your disability. Clearly state that a telephone appointment is a reasonable adjustment, given your previous experience and the impact on your mental health. Ask why a face-to-face appointment is necessary when a telephone appointment was previously suitable.


It's sensible to keep records of your communication with the DWP. This could be helpful if there are any disagreements or misunderstandings later on.


On your birth certificate, document is the middle name present?

TimeLord1

Ask Mum; they usually have all sorts of earlier documents squirrelled away, like medical cards, that type of thing christening certificates.

If the letter they sent has the initials on address and NI number, then you could show them that.

Miss_mash

No birth certificates, we misplaced them years ago but I will ask her just in case. 

Thanks again, you’ve been so helpful 🙂

TimeLord1

You're welcome. You can also request a copy from the council; they may charge a fee. Or see if a copy of one can be sent.
https://www.gov.uk/order-copy-birth-death-marriage-certificate