StepChange Debt Charity

Pulse – Unable to Reapply for Breathing Space After 12 Months

Summary

If a client is trying to reapply for Breathing Space (BS) after their previous period has ended, this guide explains how to assess eligibility, what to check in Pulse, and how to work around a known system issue affecting some applications.

Guide

Initial Steps

Update Client Circumstances- Begin by asking the client what’s been happening since they last spoke to us. Ensure you’re fully updated on any changes in their situation.

Explore Previous BS Outcome- Try to establish why the client did not benefit from Breathing Space previously, to ensure this time the advice is more effective.

Explain the Benefits - Confirm the client understands what Breathing Space is, and the protections it offers.

Check Eligibility -Make sure:

The client meets the standard BS eligibility criteria.

It’s been at least 12 months since the end of their last BS period. (You can check this by selecting the Breathing Space icon on their dashboard in Pulse.)

 If the Client Is Eligible but Pulse Prevents Reapplication

Raise a ticket in fresh so the issue can be monitored and tracked by our Application Support team. 

Complete the debt advice session, including the solution selection. Then proceed to the ‘Other steps to consider’ screen, if they are eligible the option to apply should appear here. (see image below)

This application to breathing space must then be done over the phone.

The client must have creditor details to hand (reference numbers, balances, agencies, etc.). Confirm details of theses even if the client is reusing them from a previous application.

Go through all necessary Breathing Space information as normal.

After completion of this call and the submission of the application re-enter the clients file through ‘Admin Only’ and click the Breathing Space icon to confirm the application has been uploaded.

Further Guidance

Please ensure a ticket is always raised when this work around is used.

Refer to KMS, speak to your Team Leader/POC and reach out to the Breathing Space Query Team as needed.

FAQ’S

Q: Why do I need to raise a ticket if a work around is in place?

A: This ensures the IT team can monitor the issue and level of impact it is having. It enables them to utilise there resources accordingly.

Q: Why is this issue not resolved?

A: The time, cost and resources to resolve an issue when a work around is in place are sometimes impractical. Sometimes an issue doesn’t have a known fix yet. If the work around becomes problematic this would then be reassessed.  

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