Advice Dorset Partnership E News No. 23, 05 February 2026

Welcome to this week’s E News on the Citizens Advice Dorset website. The Advice Dorset Partnership is a network of organisations providing advice and support to residents of Dorset and Bournemouth Christchurch and Poole. It is managed by Citizens Advice and is open to any organisation which provides information, advice and support/guidance to local residents.

The Advice Dorset Partnership E news is published fortnightly on a Thursday. However, if there is something urgent in-between we will send out a supplementary edition.

You can now subscribe to the newsletter (it is free and you will get an automatic notification when it is published) – and do encourage colleagues to subscribe too. The subscribe option is at the bottom of this page.

If you would like to send anything out via the bulletin, and for all other enquiries about the Advice Dorset Partnership, contact Thomas Hensher at Citizens Advice Central Dorset: [email protected]

CONSUMER

Middle East – flight delays and cancellations: As a result of the ongoing situation in the Middle East, many flights to and from the region are cancelled. Our ‘Claim compensation if your flight’s delayed or cancelled’ page sets out rights for passengers travelling to or from the UK.

The page has information on the right to:

• care and attention – meals, refreshments and hotel accommodation
• a refund or re-routing or replacement flight
• compensation

If the delay or cancellation is caused by ‘extraordinary circumstances’ consumers aren’t entitled to compensation. This includes circumstances that are beyond the control of the airline. They are still entitled to care and attention, and refund, re-routing or replacement flights.

The Civil Aviation Authority’s (CAA) Middle East passenger travel advice says:

‘If your airline is unable to proactively offer you care, or offer suitable replacement flights, we expect it to promptly reimburse you for the reasonable costs you incur making your own arrangements.  Make sure you keep receipts and avoid incurring excessive costs.’

The statement also explains what happens if flight delays or cancellations lead to a holiday being cancelled, or new arrangements are made that result in a significant change to a holiday. The travel company must offer an alternative holiday if they can, or a refund for the full price of the package holiday.

You can check our ‘Cancelling a package holiday’ page for more information.

You can read the latest Middle East Passenger travel advice on the CAA website.

UK consumers in affected countries should register their presence with the UK government. They should sign up for travel alerts for that country.

You can sign up for Foreign Office travel advice updates on GOV.UK.

Consumers will need to check their policy to see if it covers acts of war. This will be affected by the type of policy they have, the terms and conditions and the level of cover they chose.

Some individual airlines are offering specific solutions to their customers. Consumers should check with their airline for information on what they are offering.

The situation is fast moving –  consumers should continue checking information and sign up for any relevant alerts.

Telecoms Consumer Charter: Six major telecoms providers have signed the new Telecoms Consumer Charter. In it, providers have committed to the following:

• where a contract includes a mid-contract price increase, the core subscription price is the price customers must pay
• after April 2026 legacy inflation linked terms will move to the pounds and pence system
• before a customer commits to a contract, the customer should receive the full package details in one clear place. Providers should highlight agreed changes such as mid-contract price increases. Information should be in a simple, easy to understand format
• working with Ofcom to improve the accuracy of their mobile coverage and performance data
• using plain English for end of contract notifications  and annual best tariff notification rules
• One Touch Switching, Text-to-Switch and related processes remain quick, simple and seamless
• ensuring social tariffs are easy to find. They should be signposted to eligible customers in communications
• offering practical support. This includes the ability to move to cheaper packages without charge or penalty, and manageable payment plans

You can read the Telecoms Consumer Charter on GOV.UK.

ENERGY

Ofgem announce price cap for 1 April 2026: Ofgem have announced the new price cap for 1 April 2026 – 30 June 2026. The new price cap is

• £1,597 a year for customers with a prepayment meter
• £1,641 a year for customers paying by direct debit
• £1,772 a year for costumes paying by standard credit (on receipt of bill)

DESNEZ announce changes to price cap calculation: On 25 February, the Government announced changes to the calculation of the energy price cap. Energy Company Obligation funding will be removed from the cap calculation. 75% of Renewables Obligation funding will be removed. This means the unit price under the cap should reduce by 7%. The government estimates this may equal a reduction of up to £150 a year for some households.

You can read more on GOV.UK.

New smart meter guaranteed standards: Ofgem have announced that guaranteed standards will be in force for smart meters from 23 February 2026. Energy suppliers will be legally required to pay automatic compensation to consumers when guaranteed standards have not been met. Payments will be made when:

• the consumer is not offered an appointment within 30 working days of requesting a smart meter (this does not include replacements)
• the installation fails due to a fault within the engineers control
• a customer is not offered the following within 5 working days of complaint about a smart meter not working as it should:
  • initial assessment,
  •  appropriate action
  • an offer to update the consumer

You can read the Statutory consultation on smart meter guaranteed standards of performance on the Ofgem website.

HOUSING

SW MoneyHelper Financial Wellbeing – Renters Reform Guide: The team at South West MoneyHelper have created compact guide to the the Renters Reform changes, and have highlighted what support and guidance MoneyHelper has available to support renters and their families during this period of change, including dealing with arrears, help with the cost of living and more. Download the guide here: SW MoneyHelper Financial Wellbeing Network – February 2026

BENEFITS

Personal Independence Payment (PIP) case law on taking nutrition: An Upper Tribunal (UT) case found that a claimant’s ‘rules and rituals’ around eating should be taken into account when considering PIP activity 2, taking nutrition. The claimant found the thought of eating distressing, and had developed complex rules and rituals about eating. The UT found that these issues could be relevant for this activity.

You can read the full decision in AM v SSWP UA-2025-000813-PIP

Case law about backdating Universal Credit (UC): Under UC legislation, there must be a causal connection between the circumstance in relation to which backdating is requested (such as a disability), and the reason for the delay in claiming. However, in this case the UT held that all of the client’s circumstances as a whole must be considered before this causal test is applied. This means that the cumulative effect of the circumstance, combined with other issues faced by the claimant, should be taken into account. For example, a client’s disability may be the ‘straw that breaks the camel’s back’ in causing their delay.

You can read the full decision in CU v SSWP [2026] UKUT 40 (AAC)

Case law about the childcare costs element of UC
Case law has confirmed the position that childcare charges must be attributed to the assessment period (AP) in which the payment is made, even if the charges relate to childcare in a previous AP. In this case, the claimant paid their childcare charges for both October and November within the November AP. The UT confirmed that both sets of charges should be attributed to the November AP, even though this meant it couldn’t all be covered as the monthly maximum was reached. The UT notes that this outcome doesn’t serve the policy intent behind the childcare costs element well.

You can read the full decision in SSWP v YN [ 2026] UKUT 58 (AAC).

Case law on PIP fixed period awards: A UT decision held that where a Tribunal decides to specify a fixed period for a PIP award, it needs to explain why it has chosen this fixed period, and why it has decided that an indefinite award is not appropriate.

You can read the full decision in ZM v SSWP [2026] UKUT 59 (AAC). 

Removal of the two child limit and the UC transitional element
The DWP have confirmed, where the removal of the two child limit in April 2026 results in an increased UC child element, this will erode any UC transitional element payable. This was confirmed in a response to an adviser enquiry which was directed to the DWP stakeholder engagement team forum.

IMMIGRATION

Cancelled flights to or via the middle east – what to do if your UK visa will expire: Citizens Advice offices are already getting inquiries from clients whose plans to leave the UK have been affected by the situation in the middle east. Flights have been cancelled, including flights to more distant countries where the passenger was travelling by Dubai – a hub for flights worldwide. We don’t know how long this situation will last.

In some cases their visas may expire before they can leave – despite attempts to book alternatives.

We have received the following advice from Senior Immigration Expert at Citizens Advice John Donkersley:

• Clients affected should keep any emails or documents cancelling their flights, and showing efforts to book flights by an alternative route. They may need these when exiting or applying for a visa to enter the UK in the future
• Although they are written with British citizens in mind, clients may want to look at what Foreign Office travel advice says about the safety of their destination.
• Any client who has not yet spent a full six months in the UK can apply for further leave in the UK as a visitor up to that duration – and exceptionally beyond. Their existing permission to stay will be automatically extended until the Home Office makes a decision, and it might not be necessary to send them the passport. However, this is expensive and the fee is £1,100. If the application is withdrawn before the applicant enrols their biometrics (for instance if they are able to fly), then the fee will be refunded with only a £25 administration charge deducted.
• There may be other options they could explore that such as applying for a fee waiver and short term leave on private life grounds. This could have other consequences and they would need level 2 advice.
• You cannot advise a client to overstay but can give them information on the consequences of doing so
• Overstaying for up to 30 days will not lead to a re-entry ban, under Part Suitability of the Immigration Rules, providing the departing journey was not paid for by the UK government
• However, any overstaying would need to be explained on future applications for a visa to come to the UK, and proof of the reason would be needed. Overstaying is a criminal offence but it is highly unlikely that there would be any prosecution in these circumstances
• if you have a client who is not a visitor but is intending to leave the UK and will shortly afterwards apply for permission to return (for instance they want to keep open the future option of applying under under the Long Residence rules) then overstaying may affect their continuity of residence. They should take level 2 advice.

Changes to refugee protection announced: The Home Secretary, Shabana Mahmood has announced changes to the system of five years refugee protection in the UK.  She has said:

“Under these changes, adults and accompanied children claiming asylum from today will receive a 30-month period of protection, if granted. At a 30-month review, refugees with a continuing need of sanctuary will have their protection renewed, while those whose countries are now deemed safe will be expected to return home.”

The changes are part of proposals announced last November to tackle illegal migration and include:

• refugee protection to become temporary and to be reviewed every 30 months
• introduction of new work and study routes for refugees with skills – core protection routes – to enable refugees to reduce the qualifying period for settlement from 20 years to 10 years
• family reunion remains paused
• unaccompanied children will continue to receive 5 years leave – but this is subject to change

You can read ‘Refugee protection to be reviewed every 30 months’ on GOV.UK.

Electronic Travel Authorisation (ETA) and eVisa reminder: As of 26 February:

• all non-visa nationals travelling to the UK as visitors must have a valid ETA unless they already hold a valid UK immigration permission. Carriers will deny boarding to anyone who requires an ETA but does not hold one
• eVisas will replace stickers (vignettes) in passports for Visa National visitors

Dual nationals: British and Irish citizens are not eligible for an ETA. If they hold the citizenship of another country, and travel to the UK, they must have either a certificate of entitlement of their right of abode (CoERA) or a British or Irish passport. If they don’t, they can be denied boarding or will experience delays when returning to the UK.

A CoERA costs £589, and applications can take at least 8 weeks to be granted.

Carriers may still, for now, board passengers with dual citizenship if they have both:

• an expired UK passport, issued in 1989 or later
• a valid passport for one of the nationalities that can get an ETA

Research and Reports

Breaking down barriers: How remote and hybrid work can support disabled workers: The final report of the Inclusive Remote and Hybrid Working Study indicates that six years on from the first Covid-19 lockdown, access to remote and hybrid work has become essential to many people who are disabled or have long-term health conditions, enabling them to stay in work. Read the full report here.

Government imposed poverty: Perspectives of Parents on the 10-Year Route to Proposed ILR Changes: The UK government recently proposed policy changes to lengthen routes to settlement. Whilst the baseline “qualifying period” will be set at 10 years, migrants who claim public funds face having additional 5- or 10-year periods added to their qualifying period, meaning it may take them a minimum of 20 years before they can secure indefinite leave to remain (ILR). This briefing from Refugee & Migrant Justice outlines the proposed policy changes, presents key findings, and draws on survey and focus group evidence to show how the changes would deepen racial and economic inequality.

Upcoming Events & Training

Dragonfly: Stalking and Domestic Abuse Awareness Training. 24.03.2026, 10:00 – 13:00. Online.