Mr R contacted us because he needed to speak to Jobcentre Plus about the recovery of an overpayment of benefits to his wife. Mrs R, who is deaf, had problems communicating with Jobcentre Plus by telephone and she was unable to answer the security questions enabling them to talk to her husband instead. Providing Jobcentre Plus with written consent would take time, but Mr and Mrs R faced immediate hardship.

We spoke to Jobcentre Plus who told us that they would suspend recovery of the overpayment while the couple were appealing against it. More importantly, they would speak with Mr R on his wife’s behalf.