Afghan Case Study: Supporting the Nikzad Family

Case study - Afghan Resettlement

“We successfully removed the sanctions from February through a DWP’s agent, and now waiting for the universal credit case manager to act on it and do all the payments. Wanted to update and thank you.”

At USPUK, we strive to support the resettlement process for Afghans by providing clear, accurate information to individuals facing challenges.

Case Study: Supporting the Nikzad Family to Remove a Universal Credit Sanction

Background

In March 2025, USPUK was contacted by the Nikzad family for urgent support. Mr. Nikzad, his wife, and their school-aged daughter arrived in the UK in 2023 and have since been living in Birmingham. While trying to settle into life in the UK, the family faced pressure from the Jobcentre to find employment. Despite Mr. Nikzad’s efforts to secure a job, a significant language barrier created ongoing confusion between the couple and their work coach at job centre.

Although Mr. Nikzad eventually found employment and recorded the update in his Universal Credit (UC) journal, the Jobcentre failed to pick up this information. As a result, a sanction was applied to their UC payments from January 2025, reducing their entitlement by 40%. While continuing their efforts to resolve the issue, the family reached out to USPUK for support.

USPUK Intervention

Upon reviewing the family's case, USPUK discovered that key updates—including employment status and health issues—had been recorded in the incorrect sections of their UC account, leading to missed communication by the Jobcentre. Lack of a proper translator and language barrier was found as another factor in this process.

The family was immediately advised to:

• Properly log updates regarding work, health, and other relevant information in the correct areas of their UC journal.

• Submit a Mandatory Reconsideration to appeal the sanction and request repayment of deducted funds.

• To provide hands-on support, Nasir Ahmad from USPUK travelled to Birmingham to meet Mr. Nikzad in person. He offered guidance ahead of the Jobcentre meeting and referred the family to Citizens Advice Birmingham for ongoing local support.

Outcome

Thanks to their proactive steps and guidance from USPUK, the Nikzad family had the sanction fully removed in their April 2025 UC payment. Their Mandatory Reconsideration appeal was successful, and the Department for Work and Pensions (DWP) agreed to repay all deducted funds for the previous three months.

Impact

The resolution brought immense relief to the family. They are now receiving regular payments and have a better understanding of how to communicate effectively through their UC account. Their experience is also a reminder of how critical correct UC account usage is for vulnerable families.

They shared this message of gratitude via WhatsApp:

“Salam Nasir Jan, I hope you’re doing well! We successfully removed the sanctions from February through a DWP’s agent, and now waiting for the universal credit case manager to act on it and do all the payments. Wanted to update and thank you.”

Information Packs from USPUK

At USPUK, we provide detailed info packs on various topics for displaced people. We assist those coming to the UK through programs like ACRS and ARAP.

If you would like to get involved or if you would like to access our Information Packs, you can find out more on our website in the Get Help section.