Hi everyone, I’m looking for some urgent advice for a friend who’s in a really difficult situation.
He’s a single dad and a survivor of domestic abuse. After court proceedings earlier this year, he gained full care of his three children. Back in March, he provided Universal Credit with all the required evidence – including a Child Arrangements Order, social worker letter, and a non-molestation order – and UC accepted that all three children were in his full-time care. His benefits were updated and paid correctly for several months.
Around three weeks ago, he was told that another party had tried to make a claim for the same children. As a result, UC suspended both claims while they “looked into it.”
He immediately contacted them, explaining that they already had all the evidence on file from March confirming the children live with him. UC even admitted they could see that evidence, but said that he would still have to wait while they investigated and possibly provide everything again if the other person didn’t agree.
Now UC have finally written to say they’re satisfied the children are in his care and his benefits will be reinstated and backdated — but they’ve also said this could take up to 28 days to process.
In the meantime, he’s been left with no income whatsoever, caring for three children alone. He’s run out of money for food, gas/electric, and school essentials. This delay feels totally unacceptable, especially given that UC already had the proof and could see the children were in his care the whole time.
It also feels like a continuation of the financial abuse he and the children suffered previously, now being made worse by the system’s delay.
He’s sent an urgent hardship message through his UC journal and tried phoning UC, but hasn’t had any proper response or support.
Has anyone dealt with something like this?
Can UC issue an immediate manual payment or hardship advance while they sort the claim?
Is there a domestic abuse safeguarding route or escalation within UC for this kind of case?
Would it help to go through Citizens Advice, his MP, or a Jobcentre manager to get this pushed through faster?
Any advice or experience would be really appreciated — he’s doing everything right, but he and the kids are being left in limbo with no support.