I often find that a client will present one issue for assistance and whilst dealing with this you discover others which require a simultaneous solution because they are significant to the resolution of the first. Such was the case with Mr AZ. He came as a Walk In appointment, requesting to use the phone to call the DWP as he had no credit on his phone and they had left a message asking that he call them. AZ had chosen to apply for Universal credit in person at the local Job Centre rather than online and the initial interview was completed hence the message.
Once in my office he called the DWP and was advised that he did not qualify for Universal Credit as he had failed the Habitual Residency criterion. He was puzzled as he had lived here for six years, only leaving England once during that period for a ten-day trip! He also had pre-settled status which he had not yet extended to change his stay in England to “settled status”. The DWP official advised he would leave a note about this issue for the Case Manager who would respond by the next day. AZ had no money so I gave him £20 worth of Aldi Vouchers. and booked a new appointment.
At this appointment AZ advised he had not heard from DWP. He called again, this time he was advised that he had been denied benefit because he had not been working, though he informed the DWP that he had been working up until last year. His pre-settled status and the interpretation of the conditions attached to it seemed to be causing a problem, because the written notification of his immigration status stated that he was entitled to benefits. I took some advice and was told the best thing was for him to apply for settled status. I referred him to the Citizens Advice Bureau for this.
When he next saw me, AZ told me that he had been to the CAB but could not be seen and he had another appointment with the Job Centre but when he attended there was no record of his claim. We called the DWP again and I reminded them of the previous calls we had made to them. They told me that he had failed the habitual residency test and that his claim had been closed. He could, however, have the decision reconsidered if he requested it. A Mandatory Reconsideration request was conducted on the phone and I submitted a referral to an Immigration Advisory organization to pursue settled status for AZ.
There followed a flurry of email requests and phone calls as this organization collected information from AZ. At one stage AZ, who claimed he did not keep paper records, had to visit his bank and produce bank statements dating back to 2019. I scanned and emailed these to the solicitor. This eagle-eyed lawyer spotted that there was one missing. AZ had to return to collect and produce this. We then had to complete the application, and a Zoom meeting was organized so that the Solicitor could guide AZ through the process, but our respective computers were not compatible so the meeting wasn’t running properly and the application kept stopping. I decided it was best to travel to the office a few streets away.
When we reached the office and tried to start the application via AZ’s phone, it had become very hot and the screen went blank. After a few attempts at other methods, the solicitor volunteered his own phone and matters progressed. but I couldn’t wait for the outcome.
Days later the solicitor advised that the AZ had been awarded settled status! A few weeks later the solicitor called again asking whether AZ had reapplied for Universal credit, I wasn’t aware that he had so I called him. AZ informed me that he hadn’t because of an unpleasant experience during his last visit to the Job Centre. He said he would need my help to reapply for UC. I asked how he had managed without money. “I didn’t pay last month’s rent”, he replied! “We don’t want you to lose your home” I told him and organized a new appointment. The phrase” Pandora’s box” comes to mind but it is all good!