Timeframe for providing information
Once it has been established that a client has made an application, they should be asked to provide all required information necessary to investigate their application.
You must advise the client that they have 20 working days to continue their application (ie supply all the relevant required information) or their application will expire.
Note this is an administrative process only and should not be confused with the 20 working day rule for the applications for assistance that are included in the definition of a benefit.
If the client chooses to continue with their application, they will be asked to complete a written application form for all assistance to which they may be entitled.
If a client is unable to take action or supply the relevant required information within this timeframe and has legitimate reasons for their delay, you should agree to an appropriate period within which they can supply the required information and record this agreement in CMS.
For more information see:
