DGHP customers hail ‘amazing’ staff over benefit claims help

Customers have praised ‘amazing’ DGHP staff for their help with benefits claims during the Coronavirus crisis.

DGHP, which is now part of Wheatley Group, has an expert team of two welfare benefits advisors who have helped almost 100 customers with Universal Credit (UC) advice in the last seven weeks – almost three times as many as this time last year - all while working from home.

Advisors have also helped customers claim other DWP benefits, crisis grants, community care grants and discretionary housing payments as well as assisted with mandatory reconsiderations and helped people resolve any problems with their UC entitlement.

One customer even received £2,500 in backdated benefit after one of the advisors took on their case.

One DGHP tenant, from Dumfries, needed help with an urgent Universal Credit claim following an error. The family live in their home with their adult son and all three have severe health issues and are currently shielding.

He said: “Without my advisor at DGHP, we would never have got our situation resolved. She contacted me from home and went through it all, including fuel advice and help with food through EatWell. She is simply amazing and she keeps in regular touch with us all, which is reassuring.

“She is such a wonderful woman and deserves a medal. We are so grateful.”

As well as help with benefit claims, advisors have referred customers to various support services such as emergency food parcels through EatWell or fuel advice.

Hundreds of customers have also been put in touch with partner agencies including the local council, social work teams, charities and other community groups, which can support customers.

Matt Foreman, DGHP’s Managing Director, said: “We are here for our customers and our advisors are fully equipped and able to deal with enquiries from home.

“If customers are having any issues whatsoever with their benefits, or anything else related to their tenancy, I would urge them to please talk to us – the sooner they do, the quicker we can help.

Olga Clayton, Wheatley’s Group Director of Housing and Care, said: “We’re doing all we can to support our most vulnerable customers during these very difficult times.

“We’ve seen an increase in the number of customers needing our support – many of whom have never claimed benefits before.

“We are there to help them navigate the complexities of the benefits system and make sure they claim all the benefits and tax credits they’re entitled to.

“The reassurance we can provide can often be as important as practical help. People know they have our support online and over the phone and really appreciate that someone is there for them.”

Wheatley Group is made up of GHA, Dumfries and Galloway Housing Partnership, Dunedin Canmore, Cube, Loretto Housing, West Lothian Housing Partnership, Barony, Wheatley Care, YourPlace and Lowther Homes.