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Claimants deliberately held in call centre queues
The Guardian has discovered that claimants are deliberately made to wait long time in call centre queues to ‘encourage’ them to use the Internet instead:
http://www.guardian.co.uk/society/2012/sep/16/unemployed-call-centre-website?INTCMP=SRCH
It seems that Universal Credit can only be implemented if 80% of claimants can deal with their claims online, and that without this ‘collaboration’ UC is in trouble!
I am very worried that one day the payment of people’s benefits will depend on such flimsy and uncontrollable conditions. I am also saddened by the cruel and stressful strategy adopted by the government to achieve this result (and I wonder how much of my working time I have already wasted, as I help claimants with phone calls).
I think it is important that we discuss and share our experience with phone contacts; and if things get very too stressful for our clients, discuss what we can do.
Josephina
just took 29 mins in a queue to order a ESA clerical claim form. I wonder how long someone with anxiety/depression would wait…
If it is deliberate to make people wait, how about submitting claim for the cost, of adviser time and client’s mobile costs and then pursuing via a claim in the County Court?!
just took 29 mins in a queue to order a ESA clerical claim form. I wonder how long someone with anxiety/depression would wait…
if its any help these are available on the internet to print out
http://www.direct.gov.uk/en/DisabledPeople/FinancialSupport/esa/DG_172014
Just rang New Claims Line for a ESA claim form only to be told, after waiting the usual 12 mins, that they are no longer sending them out. Telephone claims only on this number otherwise online claims.
Rang local JCP who confirmed that paper forms no longer being sent out due to ‘clerical side takes up too much time’. Telephone or online claims only.
A claimant who is unable to sustain a lengthy phone call may request the call be ended and resumed at a later date, details being saved. After it is completed it will be sent to claimant for them to check, sign and return.
In exceptional circs a claimant may request a paper claim, in which case an appointment will be made at their local JCP for them to attend and complete, it will then be transfered to an online claim.
Unbelievable - when did this happen?
Just rang New Claims Line for a ESA claim form only to be told, after waiting the usual 12 mins, that they are no longer sending them out. Telephone claims only on this number otherwise online claims.
Rang local JCP who confirmed that paper forms no longer being sent out due to ‘clerical side takes up too much time’. Telephone or online claims only.
A claimant who is unable to sustain a lengthy phone call may request the call be ended and resumed at a later date, details being saved. After it is completed it will be sent to claimant for them to check, sign and return.
In exceptional circs a claimant may request a paper claim, in which case an appointment will be made at their local JCP for them to attend and complete, it will then be transfered to an online claim.
Unbelievable - when did this happen?
Its always happened , it seems to depend on the person who picks up the call. I have had to ask to speak to supervisor and quote para 5 of Reg 4 of the Claims and Payment Regs 1987 (as amended)
‘Where a person who wishes to make a claim for benefit and who has not been
supplied with an approved form of claim notifies an appropriate office (by whatever
means) of his intention to make a claim, he , or if he is a member of a joint-claim
couple, either member of that couple shall be supplied, without charge, with such
form of claim by such person as the Secretary of State or the Boar may appoint or
authorise for that purpose.’
That usualy encourages them to provide the form. It is worth noting that paper claims seem to take longer to process than telephone claims
Pete C - I do use downloaded claim forms sometimes but I wanted to have a record of making the claim this time
I’ve never seen any DWP-published info which informs claimants how to ask for a paper form. Online claims for ESA still can’t be made as far as I know, despite what it says on direct.gov. Local JCP do not supply forms, CPAG’s info that the Benefit Enquiry Line issue them seems to be incorrect. The contact centre refuse to issue them, and have actually told me it’s a bad idea to claim on paper as the forms tend to get lost in the system. I have in the past got the new claims line to send out a paper form though.
i too have had to waait for ages trying to get through but have consistent success in obtaining paper froms for clients which are then completed.