UC Migration – Termination of Benefits

Hello,

This is my first post, and I hope someone is able to assist me. I am a claimant with severe mental health conditions, currently receiving Employment and Support Allowance (ESA) and Personal Independence Payment (PIP). I received my Universal Credit (UC) migration notice at the end of June.

At the beginning of September, I contacted ESA because the Severe Disability Premium (SDP) had not been added to my award. I was advised that this needed to be resolved before I migrated to UC. Despite making several telephone calls and sending a letter, at the end of September the SDP still had not been applied. I therefore contacted UC Migration Line to request an extension. My case was referred to a Complex Case Coach, who granted me a 15-day extension.

The following week, ESA telephoned me to complete the IS10 form over the phone, and I was informed that the processing time would be at least two weeks due to a backlog. I then contacted the UC Migration Helpline to notify them of this, and the Complex Case Coach called me back shortly afterwards. She granted a further two-week extension and advised that, if ESA had not processed the form within that time, she would intervene directly to expedite the process.

Two weeks later, and two days before the deadline, I contacted ESA again and was told that the form still had not been processed. I then contacted the Migration Helpline and requested another extension. I was told that, because my case had been assigned to a Complex Case Coach, only she could authorise an extension. I asked to speak with her, and was told that they would email her and that she would return my call. She did not call me back, and the following week I received a letter informing me that, because I had not applied for UC, my ESA and Housing Benefit had been terminated. I contacted the helpline immediately after receiving the letter and was informed that my Complex Case Coach had been off work for the past couple of weeks.

After reading the guides, my understanding was that a case being managed by a Complex Case Coach could not be closed without referral to an Advanced Customer Support Senior Leader. I am unsure whether this is correct. I have now applied for UC, just waiting for the biographical interview but I wish to challenge the decision to terminate my migration notice, as I have been left without benefits for over a month.

I would be very grateful for any advice or assistance.

Thanks a lot David. I live in London E1. Should I write the complain in my journal or email?

I will. Thanks so much again David