Frequently Asked Questions

Answers

IncomeMAX Entitlement Checks

IncomeMAX have a professional, fully trained expert team of expert advisors that provide our personalised, independent and confidential entitlement checks.

The IncomeMAX Entitlement Check has four possible steps:

Step 1: Income and circumstances assessment – to help the customer understand any current benefits and tax credits in payment, their current income level and any key benefit and tax credit entitlement indicators

Step 2: Expert benefit check - to help the customer establish the correct benefit and tax credit entitlement and any additional benefits and tax credits they might be missing out on

Step 3: Financial & social well-being check: to help the customer identify other financial and social well-being requirements they need support with, for example, money guidance, legal issues, training & skills, finding employment, community care, energy and water efficiency advice, tax advice and pension advice

Step 4: On-going contact and case follow up – we support our customers through the whole process, until income is fully maximised and support is in place for all other financial and social well-being requirements

What is IncomeMAX?

Income Max Community Interest Company is a UK social enterprise whose objective is to carry on activities which benefit the community and in particular (without limitation) to people that require help, advice and support to maximise their income.

IncomeMAX aims to:

Enable people to understand their benefit and tax credit entitlement
Support people to claim their full benefit and tax credit entitlement
Enable people to access expert sources of advice and support for effective benefit and tax credit claims to be made
Ensure people access additional grants, schemes and services as a direct result of correct benefit and tax credit entitlement being in place
Empower people to access additional help and support for all other income related barriers and requirements
Provide ongoing contact and support to people until income is fully maximized
Provide expert 2nd tier information resources, support and training to organisations working with people that require income maximisation services

The concept of IncomeMAX was created by Income Max’s Managing Director Lee Healey, a welfare benefits specialist with many years experience in the welfare rights advice sector, through his LH Training & Consultancy company.

Who are LHTC?

LHTC is a training & consultancy company that specialises in developing ideas, programmes and services that empower and enable people. The IncomeMAX concept, design and brand was created by LHTC Director Lee Healey. Visit www.lhtc.co.uk for more information.

I’ve received an IncomeMAX introduction letter or email. What does this mean?

This means that an organisation has commissioned us to provide an IncomeMAX Entitlement Check for you. It usually means your basic details, such as your name, address and telephone number have been passed to us by the commissioning organisation and we’ll be getting in touch with you soon to carry out the entitlement check.

Can I choose not to have an entitlement check?

Yes! Just let us know you don’t want an entitlement check and we’ll remove your details from our list.

I don’t want to discuss my financial details with you. Can you still carry out an entitlement check?

For us to carry out a full and comprehensive benefit check, we’ll need to talk to you about your finances such as your existing benefits, pensions and savings. The reason for this is that we try to help you work out if you can get means-tested benefits, which take your income and savings into account when calculating how much you are entitled to. But, you don’t have to discuss your financial information with us at all – it just means we won’t be able to work out your means-tested benefit entitlement, so we’ll look at other benefits instead, such as contributory and non-contributory benefits, both of which are non-means-tested, other possible grants or services you could access, as well as carrying out the income goals evaluation. We’ll explain this during your benefit check and you can decide not to go ahead at any point.

Will my IncomeMAX Entitlement Check be free?

Yes, entitlement checks for referred clients are free, as they have been commissioned by organisations that are already representing or supporting them.

Can you provide entitlement checks to a non-referred client?

No, not at present, but we are working hard to be able to provide Income Max entitlement checks to those that need this service across the UK. Watch this space! In the mean-time, don’t let this stop you finding out more about what you are entitled to. Visit the non-referred clients section of the website for more information.

Are my entitlement check details confidential?

Yes. Income Max and our delivery partners DABD (uk) and LHTC fully comply with all data protection legislation. In addition, our entitlement check delivery partner DABD (uk) are full Advice UK members and hold the Community Legal Advice Quality Mark, which means they adhere to a strict confidentiality policy. Personal details and entitlement check records are kept securely for six years and are not disclosed to any outside party without your permission. We will, with your permission, provide basic details on the result of your entitlement check to the commissioning organisation that referred you, but again, we stress this will only be with your permission.

Do you use software to carry out the benefit check?

No, our advisors are fully trained experts and are able to calculate benefits without the use of software. Each benefit check is tailored to the individual’s requirements. Complex benefit checks are double checked by a supervisor.

Can you access my official benefit records?

No. We are an independent advice service and we have no access to your benefit records, which will be held by the government departments responsible for your benefit claims.

Why are IncomeMAX entitlement checks for guidance only?

IncomeMAX entitlement checks provide detailed guidance on entitlement but actual entitlement to benefits and tax credits must be obtained from the relevant government departments responsible for making decisions and administering benefit and tax credit payments. See our terms and conditions for more information.

My circumstances have changed since my benefit check. What should I do?

If your circumstances change you should seek advice to see if your benefit entitlement has changed. Changes of circumstances should also be reported to the relevant government departments if benefits are in payment.

My entitlement check results showed that there may be entitlement to additional benefits, but when I contacted the relevant government department I was told I wasn’t entitled or my claim was turned down. What should I do?

Get back in touch with us and we’ll help you work out what has happened.

I’ve been awarded additional benefits as a result of my entitlement check. What shall I do now?

Get in touch! We love to know you’ve been successful and not only that, but becoming entitled to one benefit can sometimes help you access other benefits, grants or schemes. Remember our aim is to ensure your benefits and tax credits are fully maximised.

My entitlement check identified possible benefits I could claim. Can you help me with making a claim?

We’ll continue to provide on-going contact, coaching and support until your income is fully maximised. We’ll also help you find local services that can help you with any forms that need to be completed.

I’ve had an entitlement check but it has shown there might not be entitlement to anything else. What should I do next?

Unfortunately the entitlement check results can show there is no potential entitlement to additional benefits. If this happens we’ll explain how this has been worked out and help you understand your entitlement, so at least you’ll know where you stand. We also recommend that you have a fresh entitlement check every April (as this is when benefits rates change) or if you have a change of circumstances which could make you entitled to benefits or tax credits.

My entitlement check results have shown my current benefit entitlement is incorrect and I am being overpaid. What do I need to do?

In rare situations we sometimes identify that current benefit entitlement is incorrect and that there may be an overpayment. If this happens, we’ll explain it you and help you make contact with the relevant government services that administer and make decisions on benefits so that that the overpayment can be rectified.

Who do I contact to make a compliment, complaint or comment?

Please write to Managing Director, Income Max Community Interest Company, Excite Business Centre, 42-48 Parsloes Avenue, Dagenham, Essex RM9 5NU, telephone: 0300 777 777 2 or email: lee.healey@incomemax.org.uk

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