Terms & Conditions

[Anonymous]

Hi,

I’ve been asked to look at telephone review ‘best practice’.

In terms of ‘right benefit’ and identifying changes, can anyone recommend any claimant groups they have had particular success with through telephone reviewing (for example, age groups, people with certain incomes, households, accommodation types, etc).

Also, any other ‘tips’ for telephone reviews would be very welcome.

Many thanks

[simonh]

The first time we did it we hit everyone we had a telephone number for, but looking back you want to try and avoid vulnerable people who may be confused and worried by an unexpected approach by phone.

Since then we have hit people with Tax Credits and Private pensions (unless they were over 80) and only asked if these incomes had changed, with a reasonable success rate.

[Author]

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