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.