Guidance on determining if a claimant is vulnerable in relation to receiving an overpayment notification - screening

This change introduces revised criteria for determining vulnerability for the purposes of receipt of an overpayment notification.This change will create consolidated guidance to help legacy benefit staff determine if a customer may be vulnerable in relation to receipt of an overpayment notification i.e., if a customer may need additional support before receiving an overpayment notification. If a customer is determined as being vulnerable there is now a step in the process whereby the decision maker will contact the customer to discuss the overpayment before the notification is issued.