Cases where no documentary evidence of eligibility is immediately available

In some cases it may be hard to obtain documentary evidence to verify your client’s income. For example, your client may have had to flee the family home because of domestic violence or be in hospital having just given birth. You should explain this on the application for advice and assistance/ABWOR or for an increase.

It may also be difficult to get documentary evidence your client if they have:

  • Literacy issues
  • Mental health issues
  • Chaotic lifestyles

However, even in these cases, you should try to get evidence and if you cannot, clearly explain to us why you have granted advice and assistance/ABWOR.

You should always continue, as the case progresses, to try to get this. With each application for an increase you should explain why it is not reasonably possible to obtain documentary evidence of financial eligibility.

We will honour the increases granted if:

  • You have given us adequate information during the case
  • You acted diligently and in good faith based on the circumstances of the case and the information your client provided
  • In spite of it later transpiring that your client is ineligible

However, we will seek repayment from your client and they should be told this.

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