HB department allege they have tried to visit client 9 times to verify he lives there. Client is often out during the day or stays with partner. Client disputes the amount of times they say they have visited or that they ever attend as they do not leave a card when they have visited, and only write to him after the 'event'. Client wants to make an appointment for the HB dept to visit but they refuse. HB claim now stopped ( original claim was for backdate). Can anyone advise as to the protocol on the verification framework? Currently client is complaining to the managers in the HB department

1. If the gentleman had (has) a current award of HB, on what grounds have they suspended (terminated?) the claim? Normally we would only do that having written to the client asking for information, and not having recieved a reply within the statutory period. In addition to the complaint, he needs to lodge an appeal against the decision asap - I assume he's had it in writing. If he is receiving a JCP benefit - JSA or Incap, have they been notified and are they going to suspend benefit - that's what I would expect to be the next step.

2. At first glance, it looks as if this is no ordinary VO verification call, but a possible BEU (Benefit Enquiry Unit)visit, and they suspect, possibly on the strength of "information received" from a concerned citizen that he may be living for the majority of the time elsewhere.

3. Your reference to "staying with partner" would point ominously in that direction. He needs to produce evidence of residence at his address forthwith - utility bills, which will show reasonable consumption of electricity, gas etc - hopefully.

4. Our ordinary VO's will nearly always phone for an appointment, and even when cold calling, will leave a card. As far as I am aware, there is no requirement to notify the customer of a forthcoming visit.

Thanks for this. The client has begun work, the period of HB was from April 04 to May 05 ( although he will not be able to get full 52 weeks backdate). His claim was stopped because they could not verify his claim via the visit. He has provided utility bills, bank statements for his address, but I will check how up to date they were. I am not aware that the enquiry is from any other agency apart from the HB department

Kate

This is a slightly different version than the original - obviously, if he's working then he wouldn't be in when anyone called .....?
I take it all these calls were made after he started work .....