ESA and change of appointee for my sister

Luna51

Hello all

I am hoping someone can advise me regarding my sister's ESA and PIP claim.

I won't go into details here as I don't want to upset or trigger anyone, but something tragic has happened, which now means my dad needs to become my sister's appointee and carer - my sister has always lived at home, but now with just my dad.
(My sister's money will be going into the same - shared - account as it was previously)
I rang ESA today to let them know that my dad wishes to take over as appointee. 
(I will ring PIP on Monday as it takes so long to get through to any of the DWP depts) 

In hindsight, I am now really worried that my sister's money will stop and we will have to make a new claim for UC? 
Does anyone know the process for changing appointees? I would really appreciate any advice about this please. 
Thank you so much 

poppy123456

None of her money will stop and she won't have to make a claim for UC. It would be much easier and quicker if the existing appointee can contact PIP and ESA to ask them to remove them as appointee. Once this is done they can then arrange for a DWP representative to visit the home to arrange for the new appointee to be put into place.

If the existing appointee is unable to contact them then the process isn't as straight forward. Your sister or your dad can try ringing PIP to ask them if the appointee can be transferred to your dad.

Luna51

Thank you so much Poppy, 
that's taken a huge weight off of my mind, I guess my sister's benefits might stop for a couple of weeks whilst this is sorted but the thought of having to reapply for anything right now, fills me with dread! 

(I guess to explain it a little more, I had to contact the tell-us-once service today regarding my Mum, as I said I won't go into details for fear of triggering anyone on the forum) 

My dad is struggling a bit with it all and my sister doesn't have the capability to understand phone calls etc, so I will call PIP on Monday to explain again. 

Thank you again for easing my mind, best wishes to you ☺️

poppy123456

I'm sorry for your loss! Your sisters benefits should not be suspended because of this.

Luna51

Thank you, it's been incredibly tough.
And thank again Poppy for your kind help, it's put my mind at ease 😊

Jimm_Scope

Hi @Luna51, I'm glad your question has already been answered and your mind is at ease, on this at least.

Let us know if you need any support, we are here for you. 

Luna51

Just a little update regarding two very different responses from two DWP depts. 

My dad is really nervous about calling up so I've been doing it both on my sister's and his behalf for her PIP and ESA. 
ESA were lovely and very understanding, the person I spoke with asked their supervisor to advise and the appointee request was sent through and they will then contact my dad directly. 

The PIP advisor however, was the complete opposite, very cold and direct, told me he could not help, and we must put in writing what's happened, proof that it happened (a death certificate) and to ask for a new appointee in writing also. 
I wanted to tell them that kindness and a bit of compassion costs nothing! 

So I'm going to my Dad's on Thursday to sort it out there.
No idea if I am doing it all of this correctly, but just trying my best for my sister. 
Nothing is easy when it comes to claiming (or maintaining) disability benefits.. 







 

Jimm_Scope

Having worked in call centres (not DWP ones though!) myself the quality and empathy you get from a call handler can vary wildly even within departments. Of course the department should have quality processes to ensure quality stays high, this often isn't enough especially if not properly followed through.

So, while I wouldn't let a single experience with one call handler make me assume all call handlers from there are bad, I would still be a little wary of it next time. 

Your last sentence is very true unfortunately, and yet still we are told "it's too easy" by people who have never had to worry about it.

Luna51

Thank you @Jimm_Scope
Yes, you're right, one unhelpful call handler doesn't mean they all are like that..

I called PIP again today, this time with my Dad and Sister present and this time the lady was absolutely lovely. She kindly offered her kind condolences and put in a request for my dad to be the new appointee, and then explained to my dad about his motability contract. Honestly, the lady could not have been nicer. 
(My sisters money has been withheld, I did wonder if that would happen even though I explained that my Mum's account was the same as my Dad's) I do understand the money would open to fraudulent use I guess?
Dad now has to wait for the official to visit and be approved as the new appointee, the form will go in and the money will be reinstated and anything owing will also go in. 

There should be standard procedures in place at the DWP, it seems some know exactly what needs to be done and some simply do not.
As a service for vulnerable adults, it needs to do better.

Luna51

Morning everyone

Can I ask some advice once again regarding my dad being my sister's new appointee. 

It's been 6 weeks since I rang the DWP to let them know that our Mum passed away.
My sister's last PIP payment was for August (so paid in September) ESA has not been paid either (I also rang them to let them know the situation weeks ago) the PIP call handler confirmed my sister's money "is on hold" when we spoke again two weeks ago. 
Dad was promised a call last week regarding a visit from someone to confirm he's going to be the new appointee.
Still nothing this week. 
What should we do?
My poor dad, he's retired so money is an issue and my sister obviously needs to buy some things with her money. 

Any advice is much appreciated. 
Thank you

Albus_Scope

Hi @Luna51, firstly, I'm so sorry for your loss.  

My only advice would be to give the DWP another call and try and chase them up over the visit? Hopefully you get to speak to a nice and helpful person again. 

Luna51

Hello @Albus_Scope
Thank you for your kind words.

I guessed it would be another phone call, I just wondered (or wishful) that there was another way. I have no idea of time frames regarding a visit from the DWP, but I will call them again next week when I visit my Sister and Dad.
Thanks for your help 😊

Albus_Scope

No problem at all.  I really hope this can be resolved asap for you all. 

poppy123456

This is beyond a joke and DWP should have sorted this before now. To leave your sister without money is so wrong, especially in these very difficult times.

If you have no joy when your dad rings them again i would advise him to contact his local MP. Tell them exactly what's happened and hopefully they will be able to contact DWP on his behalf. Very often this does get them shifted. https://www.parliament.uk/about/contacting/mp/

Luna51

Thank you Poppy,
Yes I will contact their MP, I have looked up the contact details for them already, as I read somewhere (on this site most likely) that MPs have some clout with the DWP.

Will update this thread as soon as we get some news. 

Luna51

Hello all

A little update.. Good news! 
A DWP Officer is going to see my Dad next Wednesday regarding the appointeeship!
And, my sister has now been accepted for a Blue Badge! 
Hopefully her back payment for ESA and PIP will arrive in time for Christmas for her. 

Thank you to everyone who kindly answered my questions. 
😊

Hannah_Alumni

That's great news @Luna51