A client of mine has been having huge problems getting JC+ to accept her MA claim. First of all she went to her local office (Lewisham) in person - they have refused to accept it (quite wrongly, I think). The person at the desk gave her one post box address in London. When she got home, she decided to double check so she rang the JC+ contact number given in the phone book for her area. They told her she should send it to a post box address in Belfast!

Naturally the client is pretty confused, and I am furious. The claim form states it should be sent to her local office, which is Lewisham.

As I only advise on a helpline I can't go in person to ensure this claim is accepted, so our next tack is sending it by post to Lewisham. On the other hand, it's possible that either/both of the 2 addresses are places that the claim form should at some point go to be processed!!?? Presumably this is all part of the wonderful new Jobcentre Plus service.

Any advice would be greatly appreciated. Obviously the client is going to keep a copy of the claim form and if payment is not arranged reasonably timeously (bearing in mind usual wait involved), will be making a complaint.

You are right about the Jobcentre - they shouldn't have refused to accept the claim. On-line guidance is not very explicit in terms of stating where claims should be sent to, which is unfortunate given the amount of confusion created by the closure of local social security offices, but it is implicit in the context of advice on MA claims that JC+ should help. Leastways, refusing the claim does not appear on the list of ways JC+ will 'help you'.!

http://www.jobcentreplus.gov.uk/JCP/Customers/WorkingAgeBenefits/Howtoclaim/index.html

sorry, i don't know anything about them being sent to Northern Ireland. MA claims traditionally were dealt with on short term benefit (Incap) sections. If Lewisham has some sort of arrangement for processing in N.Ireland, ( i don't think i'd be very surprised if they sent them to Mars!) it should still have accepted it, and date-stamped it so that the date of claim was established, and sent it in their courier post.

Thanks a lot! This is what I thought should happen, but we're getting increasing evidence of JC+ not being very helpful. I work on a helpline for new parents and the most extreme instance was the Jobcentre sending claimants to us when they asked about how to claim the Sure Start Maternity Grant....only for us to send them back again.

Anyway, the statements on their website are helpful. I am going to encourage more clients to complain when this happens.

Refusal to accept paper claims. Claims and Payment Regs 1987.

Reg 4(6)(b) a person wishing to make a claim for benefit shall deliver or send the claim to an appropriate office.

Reg 2(1) appropriate office - any office of the DWP

Thanks. We are composing a complaint which (amongst other things) quotes the above.

What worries me here is not the legal principle (clear about what SHOULD happen), but about increasing unwillingness of JC+ to carry it out. This client is particularly articulate and will do something about it but can't help thinking there must be increasing numbers of prospective claimants getting put off, who never seek further advice

This shouldn't have happened- but I probably know why it did.
JCP is not like the old Beneifts Agency. Then, ANYONE could walk into ANY office without an appointment for ANYTHING. Not Now.
DWP has to reduce its staffing by approx 30,000 by 2008 - Mr Brown said so. JCP has to contribute to this target.
So,to be able to deliver what we can with less, means 'reducing footfall'-locking the doors, turning the lights off and pretending we're not there!!
In this case, complain to the office manager, giving all the details you can.This level of customer service is unacceptable - but unfortunetly maybe the norm in London.
If it had been me I would have said in a loud voice 'So I can't deliver this JCP claim form, for a JCP benefit at this JCP office? Are you really sure?'
Other posts are quite correct- ANY claim form for ANY benefit can be handed in at ANY DWP (not just JCP)office.The claim form should have been accepted, date stamped, and then sent to the correct office.
The Belfast PO Box mentioned is printed on the back of all DWP envelopes. All undeliverd post by the PO comes back to the DWP office it came from via Belfast.

Mick, thanks so much for this. It's great to have an inside view and I do appreciate the pressure JCPs are under...but gatekeeping does seem to be going too far. We will continue to encourage claimants to complain! Thanks again to all