•Firstly, ask the client about what’s been happening since they last spoke to us and ensure that we’re fully updated on any changes in their circumstances
•As part of this conversation, try to establish why the client didn’t benefit from having Breathing Space previously
•If the client is reapplying for Breathing Space, ensure they fully understand the benefits and purpose
•We’ll need to check the client meets the standard eligibility criteria, and we also need to ensure that 12 months has passed since their previous Breathing Space period has finished. 
•You can check this through the Breathing Space icon on their dashboard in Pulse.


If the Breathing Space end date is within the last 12 months
 The client currently isn’t currently eligible to apply again. In these instances, we should still look to support the client with their overall debt situation.


 If the client meets all the requirements to reapply for Breathing Space

You should attempt to submit the application as normal through Pulse or Pulse Online.

There is a known issue affecting a number of cases on Pulse or Pulse Online which is affecting eligible clients who wish to reapply for Breathing Space. In this instance, the following slides will outline the steps to take.

 

Breathing Space workaround when reapplying through Pulse or Pulse Online

·Firstly, if Pulse or Pulse Online is preventing the client from reapplying for Breathing Space, ensure you have logged this on Fresh so that we can monitor the number of cases impacted
·The client will need to complete their Debt Advice session through to, and including, solution selection to be able reapply on Pulse
·When they’ve completed the session, as you move through Pulse and before you wrap up the interaction, you should come to the screen ‘Other steps to consider’ and on there if eligible, it will suggest the client should consider applying for Breathing Space


Breathing Space workaround when reapplying through Pulse or Pulse Online (continued)

·If the client wants to apply again, this will need to be done over the phone. They’ll need to have their creditor details to hand including reference/account numbers (if you are carrying over details from the previous application, these need to be confirmed with the client e.g., balances, collection agency, etc. – most of which should be confirmed during information capture)
·You’ll need to go through all relevant information with the client as you move through the application ensuring we’re fully setting their expectations on what it is and what it involves as you would do on a first application
·When you’ve completed the session and submitted the application, on entering the client’s file again through ‘admin only’ and clicking on the ‘Breathing Space’ icon, you should now see that the details have been updated to the new application
·If you have needed to follow this workaround, please continue to raise Fresh tickets so we can track the volume of impacted clients
·For any questions around Breathing Space, please refer to KMS or speak to a Team Leader for support before reaching out to the Breathing Space Query Team.