Visiting Referrals
Last modified Thursday, 20 October, 2022 - 16:38
DWP Visiting for Access to Work customers
Note: These instructions are evolving as we continue to develop these
processes. You must ensure that you are using the latest version when
considering any action.
DWP Visiting
1. DWP Visiting help those customers who are unable to complete their
business transaction through any of the other channels. This may be due
to their vulnerability or the complexity of the transaction required, or may
be driven by a legislative requirement that some activities MUST be
handled face to face. DWP Visiting will support the customer by
undertaking home visits see: Overview of core visits
2. DWP Visiting are able to complete face to face visits for vulnerable
customers, those with complex needs, or where an Advanced Customer
Support concern is identified, and all other sources of support have been
exhausted.
3. All referrals must be triaged by the Single Point Of Contact (SPOC), for
AtW this is XXXXXXXXXXXXXX
4. The processor must send an email to the SPOC noting their specific
concerns. When the email is received, the SPOC must check to see if
there is an Advanced Customer Support concern. If an Advanced
Customer Support concern is identified and a visit is appropriate the
SPOC will complete the visiting referral form which will be forwarded to a
Visiting Officer. If no Advanced Customer Support concern the SPOC
assigns the case to a AtW adviser.
Note: An Advanced Customer Support concern can be identified at any stage
of the process by any individual involved in the application.
5. If an Advanced Customer Support concern is identified once the AtW
adviser contacts the customer, the AtW adviser must refer back to the
SPOC by email with specific details of their concerns. The SPOC must
check to see if a visit is appropriate. If yes, the SPOC would complete
the referral form to a Visiting Officer.
Ineffective visits
6. An ineffective visit is one where the customer either:
• is not at home / does not answer
• refuses to co-operate
• lives in an area that DWP Visiting deems unsafe.
Note: In cases where Visiting Officers deem the area unsafe, you must
continue to take the action as if two ineffective visits have taken place.
First Visit Ineffective
7. In the event of a first ineffective visit, the Visiting Officer will leave a
letter at the customer’s address asking the customer to contact
the Customer Experience Advanced Support Team (CEAST), within five
working days.
8. If the customer makes contact within five working days of the ineffective
visit, CEAST will contact the AtW SPOC and request they update DISC
and or ATWIS, depending on visiting reason, detailing the conversation
and notify DWP Visiting regarding whether or not they need to make a
second visit.
9. If the customer does not make contact within five working days of the
ineffective visit, the Visiting Officer will automatically attempt another
visit to see the customer face to face.
Where Two Visits Have Been Ineffective
10. The Visiting Officer must refer the customer’s details back
to CEAST and the AtW SPOC, for the case to be considered in more
detail (see below).
11. You must not suspend or stop the customer’s AtW award until further
action has been taken, and further advice given.
12. CEAST will take the lead for considering these cases and they will take
ownership of the associated visiting referral until investigations are
completed.
13. CEAST will contact the AtW SPOC to note DISC and or ATWIS
depending on visiting reason, to state ‘Following two ineffective visits on
XX and XX, please do not take any further action whilst the case is
with CEAST for consideration.
14. CEAST will enter the details of this case onto their work log and they will
consider putting the Additional Support marker onto the case.
15. CEAST will review all information available to them to determine the
facts of the case and provide an assurance check, prior to any further
action being taken. This will include reviewing, for example:
• the circumstances prompting the referral for a visit to be made
• previous interactions, including any interventions, in relation to the
award
• any documentation or notes held on systems available regarding the
customer, for example, any medical reports or support plans prepared
following an assessment
• any information we currently hold from third parties
Note: Data protection laws do not prevent you from disclosing personal data to
the relevant authorities when you are acting in good faith about a
genuine Advanced Customer Support concern.
For more information, refer to DWP’s policy and procedures regarding sharing
data with relevant authorities when we have concerns about a person’s safety
or wellbeing. For more information see disclosing personal data for
safeguarding.
16. Where further information is required, a case conference must take
place between CEAST and the AtW SPOC, prior to making a decision on
the award. Due to the nature of AtW customers this case conference will
take place within 3 days.
17. CEAST must be satisfied that agreed actions have been taken and all
relevant information has been adequately considered.
18. Where CEAST do not identify Advanced Customer Support concerns,
proceed to step 23.
19. Where CEAST identify that there is an Advanced Customer
Support concern, the customer’s award will not end and payments will
continue until further action has been taken and further advice given.
20. If it is recognised that there is an Advanced Customer
Support concern, CEAST must attempt to establish contact. This could
be, for example, through the following:
• customer – attempt to make contact with the customer, if there is no
response you are able to send a text message advising them of who is
calling and that you will call back in half an hour
• customer’s Appointee/POA/next of kin
• customer’s Community Psychiatric Nurse, or similar support where
available
or, where appropriate:
• Social Services
• Police
This list is not exhaustive.
21. Wherever further guidance or support is needed in considering the case,
a referral must be made to a Advanced Customer Support Senior Leader
(ACSSL). The ACSSL will support with liaising with the relevant
agencies, including but not limited to Social Services, the Local
Authority, the police and localised support networks.
For more information and contact details of the Advanced Customer
Support Senior Leaders in each region see the Advanced Customer Support
Senior Leaders page. A review date will be set to consider the next steps
following the referral to the ACSSL.
22. Once all reasonable steps have been taken as outlined
above, CEAST will contact the AtW SPOC and request they update
DISC and or ATWIS depending on visiting reason, including details
of Advanced Customer Support steps taken and any subsequent actions
taken such as case conferences and referrals to organisations such as
the police.
23. The case will then be returned to the AtW adviser who will make an
informed decision as to whether to award a grant, taking into account
the full circumstances of the case.
