Explicit consent under Full Service Universal Credit

Glenys Harriman made this Freedom of Information request to Department for Work and Pensions

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Glenys Harriman

Dear Department for Work and Pensions,

Please supply any guidance / internal procedures that states:
1. That explicit consent must be renewed after three hours. We have twice heard that a DWP representative at a service centre has stated that if explicit consent was provided by a claimant more than 3 hours before the named representative managed to get through to them, it was too late as the explicit consent "expires" and has to be provided again.

2. That a named representative can only discuss a matter with the DWP once - even where it is exactly the same matter and the discussion/question/information is a follow -up to the previous call about exactly the same issue and exactly the same person. We have heard that someone was refused when they rang back to find out the information that could not be provided originally. Perhaps there is a "switch off consent" button that is automatically applied after one call???

Also, while researching to see if my questions had already been answered, I noted that in FOI 476 your department stated:

"In October 2016 we published the complete UC full service guidance in the
House of Commons library. This is available to the public via the following
link, deposit reference “DEP2016-0778”.
The consent guidance requested is not yet available via the link provided, this
is because it is yet to be created. We are due to refresh Universal Credit full
service guidance later in the year, which will include this. "

I've had a look at the Deposited Papers and there doesn't appear to be anything yet but please tell me if it is there.

If possible, could you let me know if the Deposited papers is going to be the only place for all UC guidance etc now? For example the Personal Budgeting Support Guide, which used to be easy to find on gov.uk is now very difficult to find especially for the general public.

Thank you for your help

Yours faithfully,

Glenys Harriman

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