Carer calls for more understanding for elderly in an online world

FORM-FILLING . . . Frances Yole and Brian McDermott

A PENSIONER faced having his council tax reduction and housing benefits cancelled in a mix-up over changes to his benefits.

Brian McDermott (81), of St Paul’s Court, Ashton Road, Oldham was unaware he had to fill in an online “change of circumstances” form when his pension credit ended.

A letter from Oldham Benefits Service said his benefits would be stopped within a month — and he only realised he needed to complete the form when his carer and friend Frances Yole, of Beaufont Drive, Oldham, rang the civic centre.

With little knowledge of online services, Mrs Yole took Mr McDermott to Access Oldham, at Oldham Civic Centre, where the issue was resolved after what she felt was a considerable wait.

Mrs Yole said: “There was a nice young lady and she was struggling with it so there was no way I could do it. There was absolutely no reason to put Brian through this, it’s absolutely wrong. Brian has worked all his life and then they do this to him at 81.

“I know they are very busy but when they can see a genuine case they need a little more empathy.

Oldham Council acknowledged that online forms can cause people problems but insisted they provide a quicker, more efficient service.

Emma Alexander, executive director for corporate and commercial services for Oldham Council, said: “We’re working hard to support those who require our services in Access Oldham and through our Contact Centre — and waiting times of over 30 minutes are rare.

“The majority of residents are online and we have found that our online forms provide a quicker, efficient and cost-effective service. If residents can’t use a home PC there are free computers in Access Oldham where the Do it Online team is available each day to offer support.”