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Chapter TCM0212160

Document Cited in Related
Vincent
Published date09 April 2016
Record NumberTCM0212160
Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance.
  • you are in the correct MU. Use TCM0322460 for the correct MU number.
Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

Step 1

If you work on the MP Hotline Team and the customer has requested an interim payment, go to Step 2.

If you work on any other team and the customer has requested an interim payment, go to Step 2.

Step 2

Talk to the customer and establish the level of hardship the customer is facing.

Note: Establishing the level of hardship is decided upon using the criteria of

  • domestic violence
  • identity fraud
  • immediate eviction.

However there may be other issues based on the individual circumstances of that claim and the comments received from the MP or the customer. Pass the case to your line manager if you need further advice establishing the level of hardship.

If the customer is suffering hardship and you work on the MP hotline

  • go to Step 3.

If the customer is suffering hardship and you work on any other team

  • go to Step 4.

If the customer does not meet the hardship criteria but still considers they are suffering hardship

  • go to Step 5.
Step 3

If the customer requires a next day...

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