New Claim Procedure

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  • #21200
    dosanjh1
    Participant

    Currently we get a new claim form, and write a further info letter, the customer has 1 month to get in all info from the date of this letter

    I’ve heard that councils have been using the claim form as the request for info date (as long as the form actually requests the info) and then sends an info not supplied letter. The 1 month clock for the customer apparently starts from the date the form is received.

    Is this OK, do any councils actually do it like this, what do auditors think and is it legal?

    thanks

    #4674
    David
    Participant

    I think this would be of doubtful legality. Reg 83 paras 7&8 say the LA must request further info or evidence (if a claim is defective) and give the customer a month to provide this.

    If LA’s follow the procedure that you suggest, they would be making an implied request for info when the app is received in the post-room..

    Hmmm…

    #4675
    lyndah
    Participant

    I have seen this somewhere too, but even if it is legal it’s not good practise.

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