Fig. A.1: Claim form analysis of Bromley

Attribute

Attribute present?

BFI comment

BFI good practice guide attributes

Combined HB and CTB claim form.

4

Single New Form introduced January 2000.

Each update of the form is readily identifiable. This will help to ensure that only current versions of the form are used. It will also help in any claims for backdating.

6

We found different updates of the form from our sample, which was not easily identifiable. Earlier forms state, incorrectly, that if the claimant is in receipt of JSA(cont) there is no requirement to complete the section on savings. Unless this particular question was checked, the earlier and most recent form was indistinguishable. This could lead to claimants being overpaid.

Providing advice on translation services and issuing forms in other languages.

6

Bromley do not provide any forms or advice leaflets in other languages.

Large print claim form for partially sighted claimants.

6

Explanation of what happens when the LA receives the form.

4

On page 13.

Details of changes of circumstances that must be reported.

6

The form advises change in circumstances must be notified, but does not provide any examples.

Clear instructions on how to fill in the form and where to go for help.

4

Page one of the claim form advises how the form needs to be completed and where help can be sought. The form would benefit from providing clear instructions by reaffirming the need to complete every question.

An explanation that delays in returning the form could result in reductions to benefit.

6

The form advises not to delay in returning the form but does not clearly explain that delay could result in loss of benefits.

Attribute

Attribute present?

BFI comment

BFI good practice guide attributes

Plain English – no jargon. Easiness to read.

P

The claim form is not badly written although there is some wording which would benefit from being changed such as:

· page one, live could be used instead of reside.

The type size changes at times throughout the form, which could make it hard for people with visual difficulties or poor readers to complete. The Royal National Institute for the blind recommends a minimum type size of 12 on any public document. BA generally produces forms in 11 point type. Anything less than this is very difficult to read for a lot of people.

Clear layout – using a grid pattern and white space effectively, and navigation, allowing claimant to complete the form quickly and confidently. Contrasting colours of fonts.

6

The claim form does use a grid pattern, however, there is little navigation. Helping a claimant navigate through a form, avoiding irrelevant sections, is usually done by providing a simple filter question. If the answer to the leading question is No, the claimant is told to go straight to the next section. The best format for Yes/No filter questions is vertical rather than horizontal, for example –

Are you or your partner working?

NO Go to Section 4

YES Please tell us about this here

Completion boxes that require the claimant to make a conscious decision, for example Yes or No boxes.

4

An explanation of payment choices and the validation the claimant will be required to produce. For example, a bank statement showing the claimant’s current address is essential for payment by credit transfer through Banks Automated Credit Transfer System (BACS).

6

Specific spaces for claimants to provide further relevant information if they need to.

4

On page 13.

Clear statements of the claimant’s obligations and duties.

6

Page 2 states that the claimant must inform Bromley of changes but does not give examples or explain that this must be immediate. There is no statement that if benefit is overpaid that the claimant may have to pay it back.

Attribute

Attribute present?

BFI comment

Statement as to potential use to which information supplied might be put, e.g. take-up campaigns.

4

Place for the claimant and partner to sign and date.

4

On page 14.

Place for anyone else who filled in the form to sign and date

4

On page 14.

Nationality/residency

6

The question the claim form asks ‘Have you been living in the UK or Irish Republic for the last 5 years?’ is incorrect. The claim form should ask about entry into the common travel area (CTA) and an additional question as to last date of entry into GB. In accordance with circular A22/2000 CTA for habitual residence test the period of living in the CTA has been reduced from 5 to 2 years.

Identity The form must collect:

· claimant and partner's full name, together with any former names or "known as" names

6

The form does not ask for former or ‘known as’ names. It also does not ask for persons title which could create difficulties for people with unusual names.

· claimant and partner's date of birth

4

On page 3.

· National Insurance Number for the claimant and partner (or sufficient information for one to be traced or allocated)

4

On page 3.

· proof of identity for the claimant and partner.

6

The form does not state original documentation must be provided as proof of ID. The form also states that no further documentary proof of ID is required for claimants who are in receipt of social security benefit, state pension, or who pay rent to the council or a registered social landlord.

Residency and rent. For all tenancies:

· the date the claimant moved into the dwelling and the date the tenancy commenced. The exact dates should be asked for in the case of new claims and new tenancies. However, for long-standing tenancies the approximate date would suffice

6

The claim form asks for the date the tenancy started, however there is no specific question asking when the claimant moved into the dwelling.

· details of their previous address and their status at that address (for example, owner, tenant or living with friends), together with details of any previous claim for HB and CTB. This information could also identify the possibility of undisclosed capital in the form of property owned by the claimant or their family.

6

The claim form asks about previous address and whether the claimant was claiming benefit there. There is no question as to the claimant’s status at the previous accommodation.

Attribute

Attribute present?

BFI comment

For private tenancies only (including registered social landlords).

· the landlord’s name, business address and relationship, if any, to the claimant. This should include relationships by marriage and parentage of any children in the household. Where there is an agent acting for the landlord, the agent’s name, business address and relationship, if any, to the claimant is required, together with the landlord’s details

4

The section requests landlord and agent name, address and telephone details. The supplementary question asks if the claimant, partner or children are related to the landlord. It would be better to ask if related to landlord or agent.

· type of tenancy (for example, assured short-hold) together with period of tenancy and details of any rent registration

4

On page 10.

· details of other joint tenants (if any) and claimant’s share of rent

4

On page 11.

· the amount of rent, how often it is payable, and to whom

4

On page 11.

· details of what is provided under the agreement, together with details of the amounts charged (for example fuel, water, meals and other support services, in particular, personal care, general counselling and support, cleaning of rooms and windows, and emergency alarms)

4

On page 11.

· details of the make up of the dwelling, including shared areas (for example, house, flat, room, number of rooms, furnished, unfurnished).

4

On page 11.

Household composition. The form must collect:

· full names of everyone living in both the claimant’s household and the dwelling

4

On page 4.

· children’s dates of birth

4

On page 4.

· details of all those named, including relationship to claimant and where appropriate to each other (clear definitions of dependants, non-householders, boarders, sub-tenants and joint tenants should be given on the form). Relationship includes family, friends, and "unrelated" people

4

On page 4. It would be beneficial if the definitions for relationship were provided to make the information clearer for the claimant.

· details of non-dependants' gross income. Proof is required for low earnings before the lower deductions can be made.

6

Gross income is asked for but there is no statement requesting proof be provided for low earnings. This could delay the benefit process.

Attribute

Attribute present?

BFI comment

Earned income The form must collect:

· details of the claimant’s and partner’s main employer, the date the claimant and partner started work and the number of hours worked

4

On page 7.

· if the claimant and partner does any other work, details of the employer, the date the claimant and partner started work and the number of hours worked. (As some people have more than one job, or employer, the claim form must provide an opportunity to declare all the work done and pay received. The form must prompt the claimant to declare all their earned income)

4

On page 7. The form asks the claimant to make a conscious yes or no to having more than one job. The form should advise the claimant to provide all additional job details for all jobs as the box provided to enter details is very small. It may be beneficial to provide an additional form regarding earnings for claimants with several jobs.

· the full name and address of each employer

4

On page 7.

· whether the employment is for a fixed period. If so the date on which it will cease. (Consideration should be given to restricting the benefit period to the period of employment)

4

On page 7.

· the amount and frequency of earnings (for example, weekly, fortnightly, calendar monthly) together with details of all bonuses, overtime, commission or tips the claimant and partner receives

4

On page 7.

· method of payment (for example, cash, cheque, ACT)

6

This would assist in building up a claimant profile and provide possible indications of savings.

· request for evidence of earnings. State that if the evidence requested is not provided, the local authority may contact the employer to confirm the details

4

Clearly stated at the top of page 7. The form also asks the claimant and partner to sign the form to allow them to approach the employer.

· if known, the date of the next expected increase in pay. (This information can be used when deciding on the length of benefit periods)

4

On page 7.

· the type of work the claimant and partner does for the employer. (This will help the assessment officer to determine whether the declared earnings, hours-worked etc are consistent with the type of work stated)

6

Only asked on earnings certificate.

· claimant and partner's employee number or payroll-number

6

Only asked on earnings certificate.

· details of any deductions from the gross pay for private pension scheme, superannuation or employee contribution to company pension scheme

4

On page 8.

Attribute

Attribute present?

BFI comment

· certificate of earnings direct to employer

P

We do not recommend the use of 'certificate of earnings' forms being sent by the claimant to the employer. This can encourage collusion, or fraud by the claimant. Bromley has a certificate of earnings on the claim form that can be sent by the claimant. Bromley also asks the claimant to sign a box on the claim form confirming they can contact the employer. Bromley then send a certificate of earnings directly to the employer.

· details of any statutory maternity pay or statutory sick pay included in the gross pay.

4

On page 6.

· details of any expenses for child minding. (The name of the registered childminder must be cross-checked with the local authority’s records).

4

On page 8.

Self employed earned income

Although the local authority needs all the information listed here, it need not be requested on the main claim form. Instead, the local authority can use a supplementary claim form. This can be combined with the self-employed earnings information sheet.

The form must collect:

· if the claimant and partner is self-employed, details of the business and the type of work undertaken (for example, window cleaner, taxi driver)

4

On page 8.

· whether self-employment is the claimant and partner’s only employment. (It is possible for a person to be both self-employed and an employee)

6

This information is not specifically requested.

· whether the claimant and partner are sole traders or partners in the business. If they are partners, details of the partnership and their share in the business.

6

· details of any government business allowances or grants.

6

· details of income. (Where the claimant cannot produce audited accounts, they must complete a self-employed earnings information).

4

Main claim form advises of need for accounts and additional form for self employed requires the completion of earnings information if no accounts are available.

· the name and address of the business.

4

On page 8.

Attribute

Attribute present?

BFI comment

Benefit income. The form must collect:

· details of all benefits in payment to the claimant and partner or their dependants. The form must have a box for each individual benefit and the name of the person to whom it is payable

4

On page 5.

· the gross amount of benefit in payment. (It is possible for deductions to be made from many benefits to recover overpayments. The local authority must ensure that it uses the gross figure)

4

On page 6, the form does specify if any benefits are reduced due to deductions and what is the weekly amount.

· the frequency of payment for each of the benefits (for example, weekly, four weekly, annually)

4

On page 5.

· the method of payment for each of the benefits (for example, order book, giro, direct to bank or building society)

6

The form does not request details of method of payment.

· details of any benefits, which have been claimed but not yet received

4

On page 6.

Other income. The form must collect:

· details of all other income received by the claimant and partner or their dependants. The claim form should advise the claimant that certain types of income attract a disregard, although it does not need to give specific details. It might also note that payments received from The Eileen Trust, The Independent Living Fund or The Macfarlane Trust need not be declared

4

The form requires the claimant to confirm any other income received and any other money they may receive. It does not however advise that some income attracts a disregard or the payments that need not be declared.

· the different types of income (for example, maintenance payments, private pension, occupational pension, annuity, student grant)

4

On page 6.

· how much and how frequently the income is received

4

On page 6.

· where the income is subject to regular increases and the date the next increase is due

6

· the date the income has been paid from

6

· details of all income applied for by, or due to, the claimant and partner or their dependants but not yet received (for example, maintenance, payments from health insurance).

6

The claim form on page 6 does ask if any benefits and income are received that have not been declared before but not if there are any benefits or income due or applied for.

Capital The form must collect:

· details of all the capital held by the claimant and partner or their dependants. The form should provide prompts for different types of capital (for example, "do you have any bank accounts? If yes, what type of accounts and how much is in each account?" "Do you own any land or property, either in this country or abroad, other than the dwelling in which you are living?"). The form must give clear definitions of what is regarded as capital

P

The form does ask for details and proof of capital. The form assumes however that claimant and partner would have only one type of current account or building society account which could result in claimants failing to provide all details.

Attribute

Attribute present?

BFI comment

· the form must give details of the evidence required for each type of capital (for example statements, savings book, certificates).

4

On page 9 however it does not specify that originals must be provided.

Checklist

6

The claim form has a checklist at the beginning of the claim but it does not cover all evidence and verification required such as evidence of identity. A comprehensive checklist should be at the end of the form. This would encourage claimants to reflect on what they have recorded and provided before submitting the claim form. This would help to ensure that they give full and accurate details at the first time of asking.

Claim form declaration and statement of purpose

6

The form includes a claimant declaration but would benefit from incorporating the declaration outlined in HB/CTB A21/2000, which would provide a clearer and more easily understood declaration. The form incorrectly quotes the 1984 Data Protection Act in its statement of purpose and should be quoting the 1998 Act.