I am a little confused. Three JC+ offices in my area have all told me that they will not accept an SF401 claim form. They are insisting that the only acceptable way to apply is to travel 15 miles into the JC+ in the next town, wait in line for the use of a telephone to make an internal phone call and apply over the phone (within earshot of the others who are waiting).

Many clients have done this and been rufused but not received anything in writing to explain the reasons for refusal. I have been trying to find a way of getting them to accept a paper application but have failed. Interestingly the SF401 is still available to download from the DWP web site.

I work within a supported housing project and many of my clients have confidence issues when asked to use a phone. To make matters worse they often do not have the ability to get information accross accuratly and require support in all benefit applications.

Has anyone had similar problems and overcome them???

I think this type of complaint is common and has been highlighted with the Independant Review Service for the Social Fund.

It may be worth giving them a ring to discuss. I have a number for customer services - 0845 300 1966.

Hope this helps.

Surely if someone cannot use the phone due to disability (mental or physical) and is therefore unable to complete a claim that would be disability discrimination.

I am sure they would accept an alternative application from a deaf claimant,and would understand that it would be quite outrageous for them to refuse applications from people with a physical disability. They really aren't in any stronger a position refusing claimants with mental health problems whose use of the phone is impaired...I would guess that they are quite likely to back down if this is pointed out to them forcefully, but if not you could pursue it as a discrimination issue. It is certainly hard to see how they could justify it.

From the same DWP web site:


How do I claim?
Contact your social security office for an application form. You can find your local office on this site or look for the Jobcentre Plus or The Pension Service display advert in the business numbers section of the phone book.

It is important that we can be sure of your identity when you make a claim. We may need to ask you about your background and look at any official documents you have to support the information you give. You may be asked to show proof of your identity before your claim is paid.


Interestingly no mention of a 'queue in one of our offices to use a phone to connect you to a different part of the same office' process.

Also, how do they verify your identify over the phone?

Get the local MP involved (if possible) for a possible complaint to the parliamentary ombudsman or whatever they're called now.

Victoria - Have cosidered this approach and even discussed it with a member of JC+ staff but generally my clients are not disabled, they are disadvantaged. I am able to pursue this type of argument on an individual basis but it is not easy as they do not lack the ability to use a phone, just the confidence.

David - I have tried to use this, and have even quoted the IRS Social Fund Guide For Jobcentre Staff. The argument that JC+ used was that a claiment would only need to prove their identity when offered a Crisis Loan, they would also need to sign the paper work before funds would be released.

I think that it would be sensible of me to get my local MP involved and possibly the local media?

Yet again local Jobcentre Plus staff seem unable to implement their organisation's national policies in a sensible way. Telephone claiming for CLs was introduced, as an alternative option to applying in person and completing a claim form, in order to make life easier for applicants who would otherwise face a long journey to a Jobcentre, with no guarantee of a CL at the end of the process. It should not be necessary for applicants to travel to a Jobcentre in order to make a telephone application. Anyone who makes a telephone application must be given a written decision, even when they have been told on the phone that the application has been turned down. They can then seek an internal review of the decision, and if this fails, can seek a review by the Independent Review Service. If a CL is awarded, the applicant must prove their identity and sign acceptance of the terms of the CL. This usually involves a visit to the nearest Jobcentre but at least there is some money at the end of it. Telephone claiming is an option not a requirement, and I think it is probably unlawful for Jobcentre Plus to refuse to consider an application on an SF401.

The Social Fund Commissioner expressed concern about the way that CL applications are being administered in his 2003/04 report, and reiterates his concern in his recent 2004/05 report. I suggest that you draw your experience to the attention of his office (0121 606 2100, sfc@irs-review.org.uk ). Also take the matter up with the District management of Jobcentre Plus. If I recall correctly, they now call their Customer Service people Business Development Managers! Escalate to the District Manager if need be.

A customer wanting to apply for a crisis loan can use ANY 'phone.The 'advantage' of using the warm 'phone is that it is free while calls from land lines and mobiles are not, obviously. I have been told that the customer is called back with the decision and that when they attend the office for their giro they sign the acceptance letter and are given the written decision.

If they are turned down then the decision will be sent in the post so that they can ask for review.

Payment can also be made by post if requested, but is not very common because the offer letter has to be sent to the customer, signed and returned, which obviosly delays things.

Apparently, written applications on the SF401 can be made but take longer because of all the faxing involved. Also, when a customer rings up to make an application s/he is given an appointment for a call back to be told their decision and their application is transmitted elctronically to the SF officer for decision.When an application is made on the form they don't get the call back appontment so may end up waiting longer for the decision.

Applications for living expenses are always done by 'phone but those for 'items' can be done using the form,post etc.

Thanks for you comments 'Alanatcita'. I will be following this up on Monday (wish me luck)

JudithH - The process you describe sounds much better that the one that we have. Just to clarify the points I have raised:

1) Our JC+ Office cannot/will not accept an SF401 form. ALL Crisis Loan applicants are told to go to the JC+ in the next town (15 miles away).

2) Upon arriving at the JC+ office, clients are dirercted to a telephone to use to apply. This includes applications for living expenses, items, and rent in advance.

3) When you try to make a telephone application using an external line you are told that you must come into the office to use the internal phone and that Crisis Loans cannot be applied for in any other way (but that clients who are disabled can have face-to-face interviews or home visits).

4) When a client is told that they cannot receive a crisis loan they do not get anything posted to give them a written decision which can be reviewed. I was even refused this when I specificly asked for it!

I raised all of these points with various people at the JC+ and have been informed that this is their way of administering the fund and that it doesn't break any rules or regulations. I disagree very strongly and suspect that they are being unlawful in their administration of the Social Fund Crisis Loans.