Migration to UC and ID checks.

Hello,

Without mentioning too much details.

With the UC migration - regarding the confirmation of identity. I was present for the phone call. The message from UC via the journal and to-do list states that you must bring the original documents for the biographical interview phone call, no copies. On the interview, we were informed that they will need to arrange another appointment to actually verify the ID documents which you need to go to JC+ in person...

We questioned how it would be possible to verify the documents on the phone... However, the instructions on to-do lists stated it so we assumed they had a plan or smart app etc.

End user tried to verify their ID online prior but they were quite strict on what documents you can provide. They were asking for UK passport, driving licence and current P60. No alternatives. End user does not drive due to medical grounds and has no current P60. The verification failed as a result.

The biographical interview phone call was a series of questions related to what you put on the online claim form. If you can't remember the details like the amount you put for rent or the username by heart. It could cause problems. Especially for those on learning difficulties or memory issues. The migration letter ref number was asked as well or if you have one.

Another point is that from the day you make the claim online, if your claim is put on hold due to identity verification/settle status checks. Your current claim for legacy benefit will remain live even if you made the claim for UC prior. The cut-off period and two weeks buffer only starts when ID is verified. The claim start date when you applied online remains unchanged.This was mentioned to us when we asked if the day of the claim starts after the ID checks is finished or the day you make the claim.

We assumed that the once someone under migration makes the claim - they get two weeks of legacy benefits and HB to cover the five week cut off period. However...

The end user made the UC claim at mid March so the two weeks buffer would cover them for the remainder of march, to pay their energy blls etc. They thought that in April this month - they would be responsible for rent, NHS treatments and prescriptions charges entirely during the cut-off period, while their ID is being verified. As a result, the end user ended up footing the costs at a loss while unknown to them that their existing claim for legacy benefit and HB was still intact.

At the moment, we can't say for certain until the end user next payment (on legacy benefit) is due next week.

Not sure if anyone had the same issue.

We have been to the face to face ID interview with the end user for the ID check. The number of documents that are accepted is vast compared to the list used in the online claim form. Biographical were just questions, and you wouldn't be able to verify ID documents on the phone anyway, etc. It went well.

We did want to go down directly to the local JC+ after the biographical and show them the IDs to save them having to arrange another appointment, but they are working from an appointment list and wouldn't be able to see us. It would be ideal as the end user came from out of town and brought the IDs with him for the biographical as instructed via the journal.

The JC+ staff who handled the case from biographical, handled the migration really well and, from observation, reduce the impact from the cut-off period and the delay as much as possible. Though it is too early to say as UC claim is still processing.

Due to the delay caused by ID verification, it is hard to determine when the rent and council tax liability commence. The end user hasn't got the UC calculation yet, as that is due till near the end of the month. He also requested to split in two payments instead of one due to landlord issues.

The delay may result in a deviation on how to plan when to claim UC. Not sure how much an impact will this have for other claimants, depending on their scenario.