Help with Mum's Migration to UC

Hi,

I need help. My mum has been getting ESA for over 10 years and received a UC Migration letter last month, so I helped create her online account (she has schizophrenia and is not digitally literate).

I managed to complete the claim but when it asked for ID, they said not enough document evidence was given, and therefore she would have to a. have a phone ID assessment and failed that b. go in to the jobcentre to verify herself through other forms of ID. I had taken with me her marriage certificate, NI number, council tax bills and other utility bills. Still, they said it was not good enough!

The major obstacle is that she has an Indian passport, and we are not sure whether or not she has a residence permit card. She came on spouse visa in the early 1980s and married my dad in 1982 in a British civil ceremony, but kept her Indian passport. My dad, who was her carer, passed away in 2022 and therefore, I am not sure what to do and where to go from here.

The DWP have asked a 3rd party to contact home office to confirm her legal status but until then they said they cannot make a payment. They also don't know how long this would take. What can I do to move things along as my mum needs to pay the bills? She is really stressed now as her statement was due on 4th July and should be paid today but it's blank.

Kind regards