Melton Mowbray, United Kingdom – The Department for Work and Pensions (DWP) has acknowledged overlooking crucial opportunities to identify the “vulnerability” of a disabled woman, which ultimately led to her death and exposed flaws in the universal credit benefits system.
Nazerine Anderson, known as Naz, tragically passed away in June last year, with her death connected by a coroner to shortcomings within the DWP’s handling of her universal credit claim. The DWP admitted to key errors in managing Anderson’s claim and revealed a concerning safeguarding gap within the system that could potentially endanger other disabled claimants.
Coroner Fiona Butler’s prevention of future deaths (PFD) report outlined how DWP missed six chances to note Anderson’s vulnerability in their IT system while reviewing her claim. Additionally, they failed to address her mental distress expressed during phone calls related to her claim and neglected requests to direct correspondence to her daughter.
The ongoing issues in the universal credit system, particularly the limitations faced by staff with different access levels on departmental systems, raise concerns about the safety and well-being of claimants. Despite initiatives to provide training on sharing information about a claimant’s vulnerabilities, questions remain about the effectiveness of these measures in addressing the systemic flaws.
Concerns have been raised about DWP’s response to cases where claimants require appointees to act on their behalf and the missed opportunities in obtaining explicit consent to involve a third party in the claims process. The department’s acknowledgment of these failings underscores the need for significant improvements in safeguarding protocols and support mechanisms for vulnerable claimants.
Furthermore, the tragedy surrounding Naz Anderson’s case has prompted DWP to review and enhance its handling of similar situations to prevent future mishaps. The department’s commitment to promoting awareness of support tabs and ensuring staff receive adequate training on explicit consent signifies a step towards better safeguarding practices within the universal credit system.
As discussions continue about the rollout of universal credit to more disabled individuals, the urgency to address existing flaws and enhance support for vulnerable claimants becomes increasingly apparent. The lessons learned from Anderson’s case serve as a poignant reminder of the critical need for continuous improvements in safeguarding measures within the DWP and the universal credit benefits system.