Does an LA still need to ask for evidence to support a change if they accept changes of circumstances over the phone?
A. A claim cannot be revised, superseded or terminated unless an LA has sufficient evidence to make a decision. An LA may still need to follow up a phone notification of a change with a request for further information or evidence. This is because it will not always be possible for the customer to supply this by telephone, for example, where documentary evidence such as a bank statement or wage slip is required. If the change is likely to result in a reduction or a cessation of an award, HB can be suspended in part or in full until written confirmation/evidence is provided.
