MMUC ESA Support Group: Complex Needs, Risk of Self-Harm

Update:

We waited over an hour, but no-one called from the DWP.
I left messages in the journal, under 'Appointment' and 'A Payment', stating this and asking what happens next.

Will report back as and when I hear from them.

There was a response the next working day, with an apology (!) stating that, 'the person who was due to telephone was called away unexpectedly'.

They've arranged a fresh appointment for a week later (Friday, 25 July) at a later time, saying we can ask for this to be changed. I've done so, at my friend's request, because he'd like to get it done and over in the morning.

No response at time of writing, unfortunately.
So they've added a further week's delay to his claim, as if 5 weeks aren't enough.

I did look on the government website about being an appointee: my friend does not have a learning disability, so it doesn't seem appropriate.

Update: progress!

After some to-ing and fro-ing, the call came through at the DWP's fresh date and time, when I was sitting with my friend.

I explained to the caller that I'm his representative, that he has Complex Needs and there is a real risk of harm if he has to engage with the DWP, so all communication through me. I offered to upload his written Explicit Consent: no need.

I was able to answer the security questions for the UC log-in account.

I explained I had his passport to hand, also Council Tax bill, rent letter from housing association, utility bill: no need.

The caller asked a benefit my friend received; is there another benefit he receives; and finally, could he give a previous address. He was shaking, but he managed to do so, and I relayed this to the caller.

The caller confirmed the biographical check was now complete.

I asked about the claimant commitment: I've already done that for him online - there are no outstanding items on the To Do list.

The caller made sure we know how to navigate and use the journal, then asked if there was anything else.

I asked about fortnightly payments, and direct payment of the housing element to his housing provider. The caller explained he could request these, but was not empowered to approve them. I had to give reasons for both: 'The claimant has Complex Needs and is anxious about money'.

We were really fortunate in that the caller seemed to be aware of Complex Needs and/or severe Mental Health issues: he handled the call with respect and sensitivity.

He confirmed that no further action was required on our part, and next is the assessment phase, giving the date the statement would be available.

The call lasted around 10 minutes or so.

Update:

After two journal entries from UC service centre requesting the social landlord to use the portal to ask for direct payment (and my two emails to said landlord passing on the request), an APA (alternative payment arrangement) is now in place.

A first statement of payment has appeared in the journal. The projected amount is correct, but there is a deduction:

'Housing Benefit you were not entitled to', minus £57 odd.

I contacted CAB Help to Claim - they couldn't help, as the projected amount is correct. They suggested I contact the HB department of the local authority.

Webchat with Local Authority - not our problem, contact UC.

I wrote a journal message relating the same - reply was 'contact DWP Debt Management'.

I rang DWP Debt Management - ah, this is definitely a UC issue. DWP DM will complete a journal entry, and so should I asking for further details and 'proof of debt' (done).

FYI: if an entry appears at the top of the Deductions list, it's a UC issue; at the bottom, DWP Debt Management.