Refusal to pay benefit while a claimant is waiting for a NINo to be issued
UC NINo Gatekeeping or delay
Please get in touch (by emailing [email protected]) if you have a client whose Universal Credit has not been paid / payment is delayed because they do not yet have a NINo
JR105 Claimant has applied for but not yet received a NINo and UC not paid/ delayed (last updated May 2021)
child benefit gatekeeping or delay
PIP NINo Gatekeeping or delay
If your client has experienced ‘gatekeeping’ via the telephone, request a form via post ASAP as well as sending a pre-action letter (or getting in touch with CPAG). The DWP website states:
Claim by post
You can get a form to send information by post (although this can delay the decision on your claim). Write a letter to ask for the form.
Personal Independence Payment New Claims
Post Handling Site B
DWP say in response to CPAG correspondence on this issue:
PIP policy colleagues have made enquiries with the DWP Work and Health Services Group who have looked at the concerns you identified with compliance with the guidance where individuals do not have a NiNO. I understand that changes have been made to ensure compliance, including identifying any cases in addition to those mentioned in your email of 24 March 2021.
I also understand that the inconsistency on gov.uk will be addressed* and our clients have offered to review the cases you mention where guidance appears not to have been followed or other cases which may help identify any additional training for call handlers.
If you would like to take up this offer, calls that have no NiNO are difficult to find because they are not linked to a specific reference, so it would be helpful if you can provide the following details:
• Date and time the call was made
• The number the call was made from
• Was the call made to the New claim or Enquiry line
CPAG are keen to ensure compliance with DWP guidance and to resolve individual cases for clients. Please let us know (by emailing [email protected]) if you are contacted by anyone who has, when they have tried to claim PIP, been told they must have a NINo before they can claim. If possible, please include the details requested above. If these details are not held, CPAG are still happy to raise cases with DWP using other identifying details (name, date of birth etc).
* NB the website had not been amended as at 07/07/21: www.gov.uk/pip/how-to-claim
WHAT SHOULD HAPPEN PROCEDURALLY WHEN A CLAIMANT WHO DOES NOT HAVE A NINO TRIES TO CLAIM PIP?
Paper PIP1 form sent to claimant
Paper PIP1 returned to DWP. DWP create a 'Prospect Person record'
PIP2 'How your disability affects you' sent to claimant
PIP2 returned to DWP
NINo application triggered
NINo allocated. DWP update from 'Prospect Person' to 'Person' recor
The DWP learning guide “PIP17 Paper Claims” (made available in response to a Freedom of Information request), makes clear procedurally what should happen where a claimant makes a claim without a NINo:
does not have a National Insurance Number (NINO)
Refusal to acknowledge an appointee who does not have a NINo
JR84 appointee does not have a NINo (last updated Aug 2020) (Update pending)
PLEASE TELL US HOW DWP / HMRC / RELEVANT LOCAL AUTHORITY RESPOND
By emailing [email protected]
This helps us keep the letters up to date and effective for other advisers.