Internal review for Job Start Payment

Coronavirus (COVID-19)

Social Security Scotland no longer has extended timescales to process applications, redeterminations, appeals or reviews made on or after 1 October 2021. Clients still have longer to apply and request redeterminations, appeals and reviews due to Coronavirus.

Applies to all internal review requests dated from 7 April 2020.

The time for accepting and processing internal reviews has changed, due to the impact of COVID-19.

We have extended the 16 working day deadline for us to make an internal review decision by an additional 45 working days. We now have 61 working days to make a decision. However, we aim to make the decision as soon as reasonably possible.

We should process late requests we receive between 32 days and a year from the first decision if the delay is due to COVID-19 reasons.

We still process requests sent over a year after the first decision. This only applies if the reason for the late request is COVID-19 related.

COVID-19 Timescales for all internal review requests dated from 7 April 2020:

Action

Timescale

​Send internal review acknowledgement letter to client

​Within 2 working days of getting their request

​Call client after getting internal review request

​Within 3 working days of getting their request

​Make an internal review decision

​Within 61 working days of the date we got their request

​Late requests

​A request sent in between 32 days and a year of the first decision

A request sent in over a year after the first decision if the reason is due to COVID-19

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