info from yesterday's hansard on process (and timescales) for DWP getting files back from Capita Document Management Centre, or Heywood Stores as they were known ...

(answer relates to question re Clydebank Benefit Delivery Centre ... but may be of general interest / use?)

'Clydebank Benefit Delivery Centre currently retains files on site for nine weeks before dispatch to the Capita Document Management Centre (DMC) or Heywood Stores as they were known. This retention facilitates routine post-action checks, inquiries or other action.

Documents/files are requested from DMC using an on-line retrieval with each request being made available for despatch by the TNT Courier by 20:00 on the day of request where the request is received before 17.00 hours or the next working day for requests made after 17.00 hours. Where the request is urgent we can request a response within two hours by fax or e-mail.

Where files are not received there are two escalation routes, depending on the information held in the on-line retrieval system, either via the TNT Courier help desk or the DMC Customer Service Desk. DMC will endeavour to resolve the issue at contact. However, if this is not possible complaints will be investigated within 24 hours of receipt and the caller given the option of a written reply by fax or e-mail.

If the inquiry cannot be resolved within 24 hours, DMC Customer Service Desk provides a progress report via e-mail or fax. If the response is unsatisfactory or is not received within 48 hours, the issue is escalated to the DWP Record Storage Contract Management Team.'