Overview
- Minister Sir Stephen Timms released an excerpt of the Core Visits Referral Guide outlining rules for safeguarding, communication strategies and identity verification.
- Core Visits are separate from Customer Compliance checks and focus on support rather than fraud investigations, with visiting responsibilities moved to the DWP in 2011.
- Eligibility includes people with complex needs or disabilities, vulnerable first-time claimants, those without other support, and situations involving a proposed appointee.
- Appointments are arranged by the DWP or via referrals from organisations such as Citizens Advice or Age UK, and claimants cannot self-book.
- The Visiting Team confirms bookings by phone, letter or text, officers prove identity with photo ID or a pre-agreed password, visits can take place at home or in settings like hospitals, and officers record details using original documents for the claimant to confirm and sign.