Is it up to us to ‘keep tabs on’ every aspect of a claimants circumstances? How often then should we be asking them ‘do we still hold the correct email address for you? Weekly? I don’t recall getting asked this by my bank, utility companies, or others. I understand we have a duty to ensure the data we hold is up to date, but that’s a two-way street – the claimant must accept responsibility for it too. Its definitely poor admin to have, for example, an up to date phone number in one part of your system but to be using an old out of date phone number in another part – they should both be updated to the current one of course,but if the customer doesnt tell us about a change , its hardly our fault, is it? HBAA reviews notwithstanding……..
