Helping our customers

 

There are now almost 600 Broadacres customers claiming Universal Credit (UC), a single monthly payment for people in and out of work.

Some customers are waiting much longer than the standard six weeks for their first payment and this has led to an increase in rent arrears owed to Broadacres. We are working with our tenants to help them through the process as much as possible.

Here is an example:

Diane (not her real name) lost her job in June and shortly afterwards she began experiencing problems with severe anxiety and depression. We visited her in July to help her make a claim for UC and showed her how she could manage her account online using her mobile phone.

Although Diane and her husband had divorced over five years previously, her account was still in both names, which meant that initially she was only awarded half of the costs towards her housing. In addition, although Diane was now receiving help from a Psychiatrist, this information had not been acknowledged by the Department of Work and Pensions, who administer UC, and she was told that she would have to start actively looking for work again.

Broadacres supported Diane by explaining her circumstances to the DWP and this resulted in her receiving her housing costs in full.

Broadacres also made an appointment for Diane at her local Job Centre, and supported her in a meeting to ensure that her circumstances were fully understood. This meant that Diane has now been placed in the work group for claimants with limited capability, and as such, does not need to attend the Job Centre in person and can now be available for appointments over the phone.