Sometimes clients are faced with endless frustrations with issues going unresolved for months on end, through no fault on their part. There seems to be no rhyme nor reason why some clients sail through application processes or issues with changes in circumstances, and others face an extensive wait. In occasional cases, our Advice Workers call upon the client’s local MP for back up!
There was a recent case, for example, with a delay in Universal Credit payment due to a common mix up, which led to a family having to rely on food banks and borrowing from friends and family for months. This was despite several interventions from our Advice Workers on the client’s behalf, which would normally have resolved the issue much quicker. We decided to get their local MP involved, and within days the payments had not only been re-started, but backdated. The expression ‘It’s not what you know, but who you know’ rings true in this case.