Department for Work and Pensions (DWP)
Central Freedom of Information Team
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx
Our reference: FOI 3700
Date: 16 September 2015
Dear Mr Roberts
Thank you for your Freedom of Information request received on 2 September
2015. You asked us to provide you with all documentation, forms and criteria
relating to Short Term Benefit Advances and to explain the measures in place
to cater for claimants who are unable to contact us by telephone or in person
but might need urgent help with funds.
The DWP Short Term Benefit Advances’ Guidance is a stand-alone product
and not included in either the Advice for Decision Makers (ADM) or Decision
Makers’ Guide (DMG). I have included copies of all of the guidance chapters
for your information.
Below is the link to the Short Term Benefit Advances’ information that is
accessible on the Gov.UK website.
https://www.gov.uk/short-term-benefit-advance
The application process does not involve completion of forms but a data
gather over the telephone for the majority of requests. However DWP
acknowledges that there may be some individuals that are unable to access
our services using this process.
To address this DWP has a consistent approach to vulnerability ensuring that
individuals with complex needs and those who require extra help receive the
targeted additional support to enable them to access DWP benefits and use
our services. This strategy takes account of life events and personal
circumstances; including health issues and disability, and the varying impact
these may have on individuals. For example, there are easements in place in
relation to domestic violence and abuse, or homelessness.
The DWP focus is on identifying these individuals and recording the tailored
support required to enable them to them to access our benefits and services.
This approach is reflected in our learning and development products and is
embedded in all our customer journeys.
If you have any queries about this letter please contact me quoting the
reference number above.
Yours sincerely,
DWP Central FoI Team
Your right to complain under the Freedom of Information Act
If you are not happy with this response you may request an internal review by e-mailing
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx or by writing to: DWP, Central FoI Team,
Caxton House, Tothill Street, SW1H 9NA. Any review request should be submitted within two
months of the date of this letter.
If you are not content with the outcome of the internal review you may apply directly to the
Information Commissioner’s Office for a decision. Generally the Commissioner cannot make a
decision unless you have exhausted our own complaints procedure. The Information
Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House,
Water Lane, Wilmslow Cheshire SK9 5AF
www.ico.org.uk/Global/contact_us or telephone 0303 123 1113 or 01625 545745