Can someone point me in the direction of the equivalent JCP Claims & payments Regs for HB/CTB - or even an extract - I'm seeking confirmation that even though a LA is using electronic form filling, they still have to issue paper claim forms if requested by the claimant.

I've come across a very similar situation with an LA to the one we had with JCP when they were insisting that claims could only be made through their call centres and that clerical claims were no longer allowed, and the LA's offices have been told not to hand out clerical forms....

HB/CTB Circular A18/2006 says, at para 56 -

'Whilst telephone or electronic claiming may be offered as methods of claiming, LAs must continue to offer customers the option of making a traditional, written claim. This is to safeguard those customers who may not have access to information technology or even a telephone.'

HBR 83(4A) makes it plain that a telephone claim MAY be made by that means. The construction of the whole of HBR 83 makes it plain, to me at least, that the choice of how to claim is that of the claimant - not the LA. Where a claimant chooses to make a written claim, HBR 83(2) makes it equally plain that LAs MUST provide such claims free of charge.

If the LA in question continues to be obstructive, make a complaint and follow it through to the Ombudsman.

Hope this helps.

Many thanks for the prompt replies - don't you just wish that JCP had a facility like this .....

Maybe there is a link here to voice analysis technology which is being piloted by some LAs?

If councils are going to start using this I can see why (from their point of view) it is desirable to get everyone claiming by phone.

The system they are bringing in is similar to the JCP telephone claiming (CMS) - in theory more efficent, but as with JCP not suitable for all groups of customers .....