job centre staff-how do i complain

-BA-

GotToChange wrote: »

Do you not think though that it isn't always possible to know who to ask what for the best (although, again, Mr Security Guard can be quite useful)?

For all that the "Jobcentre" sees the great unwashed on a fortnightly basis for signing - and the other periodic reviews, a person can be forgiven for thinking that they may be able to answer other questions about the nightmare that they have found themselves. Instead, "go away and ask the BDC on an 0845 number" - and where I am, if it's a question about JSA - Any key followed by Option 2, you can NOT get through at all on a Monday. Should a person sit in that hell-hole on a JC phone trying (and failing) to get through all day?

Especially those who only have a mobile, no landline and the calls to 0845 numbers charged at full mobile rate... (Not me, I have 0845 included on talktalk - just thought I would mention). Oh, and try to get through to the JC itself between 12 and 1. Nah, engaged. A business line - engaged????
Try at 13:01 - rings out. Hmmm, funny that.

And I would still like to know what all those other people do? They aren't conducting reviews; there's another bunch upstairs who do that.

My understanding is that JCP staff are not permitted to give out the information and yes it is frustrating that one has to phone the BDC. Not sure it is appropriate to complain about staff who aren't really supposed to give you the advice of that nature. Complain about a phone system that leaves you on hold for 30mins or more, now that's a different matter altogether and one I agree with.

Voyager2002

bee78 wrote: »

Hello people,

the question i asked the a number of JOB centre staff is how long would i have to wait after i close my claim b4 i can put in a new claim. I started work in Jan 2007 and NI contributions are not enough for JSA this year,but i assume it would be for next year.so I decided to close my claim this year.hence the question,if i am still umemployed next year,when can i put in a new claim?Does that make sense.

You would need to be employed, and paying NI contributions, for 12 weeks. At least, that is the information I got from my helpful job centre staff when I was in your position.

Could you not claim income-based JSA? Or do you have massive savings, or an employed partner?

G_Model101

I totally understand where you are comming from about them giving conflicting information. I was consistently told differing infomation, signed on for a month only to be told that I wouldn't be getting any money and that my national insurance was being paid anyway. All this after being told to keep signing on so that my national insurance contributions would be paid! Ironically when I got a job I was paid out loads of JSA. Absolutely crazy. The majority of the staff I dealt with in the job centre were gormless idiots save a few individuals who deserve to be knighted for putting up with them lol.

busy_mom_2

Yes I do work for the Jobcentre so will try clear a few points. ( then await the backlash):rolleyes:
If you e-mail in the complaint it will go to a central email, then slowly filter down to the office customer service manager, because this will take a while a written (hand is fine) complaint to the office will be dealt with quicker, yes you can phone but if you want a formal reply you will have to put it in writing.
So for my office (which only has 1 floor)
Frontline/ interventions staff. Sign people every 5 mins and ask how they are looking for work and how getting on. If they are sittin there doing nothing probably because soemone is late or hasn't turned up.
Enquiry desk deal with TIS ( travel to interview scheme) and people who have been booked in by the benefit delivey centre to provide certain info. They also see people who have missed signing days etc...
Advisers advisers are split into 3 stages, new claims and then reviews for stage 2 and 3, they also do adhoc appointments for ADF, rapid reclaims and indepth job related queries. They will also see people who aren't taking active steps to look for work.

No jobcentre staff have ever been trained in benefits (unless they have transfered) we are not allowed to offer or help or tell you anything about your claim. We have benefit delivery centre who you call they are benefit trained. we used to have benfit assistants in jobcentre to answer and assit but under the new model they were removed. I think they should be returned but we have no room to. Not much i can do to change the system.

sharski

And you get sections which are 'admin' staff - these guys send out letters for appointments, chase up 'fail to attend' customers, etc, etc - don't forget that the JC doesn't just deal with JSA & signing on - it also deals with IB, ESA & LP customers. Some offices also have NINO teams who hold National Insurance applications... you may also have 'Compliance' staff who deal with claim 'irregularites'...

Just because someone isn't 'seeing a customer' doesn't mean they're doing nothing - it may be that their job doesn't entail face to face contact.

dacouch

GotToChange wrote: »

Do you not think though that it isn't always possible to know who to ask what for the best (although, again, Mr Security Guard can be quite useful)?

For all that the "Jobcentre" sees the great unwashed on a fortnightly basis for signing - and the other periodic reviews, a person can be forgiven for thinking that they may be able to answer other questions about the nightmare that they have found themselves. Instead, "go away and ask the BDC on an 0845 number" - and where I am, if it's a question about JSA - Any key followed by Option 2, you can NOT get through at all on a Monday. Should a person sit in that hell-hole on a JC phone trying (and failing) to get through all day?

Especially those who only have a mobile, no landline and the calls to 0845 numbers charged at full mobile rate... (Not me, I have 0845 included on talktalk - just thought I would mention). Oh, and try to get through to the JC itself between 12 and 1. Nah, engaged. A business line - engaged????
Try at 13:01 - rings out. Hmmm, funny that.

And I would still like to know what all those other people do? They aren't conducting reviews; there's another bunch upstairs who do that.

Chatting about their personal life, winging about their "customers" and gossiping in my experience of JCP

mberry77

bee78 wrote: »

Hello people,

NO i do not work for DWP,and the question i asked the a number of JOB centre staff is how long would i have to wait after i close my claim b4 i can put in a new claim. I started work in Jan 2007 and NI contributions are not enough for JSA this year,but i assume it would be for next year.so I decided to close my claim this year.hence the question,if i am still umemployed next year,when can i put in a new claim?Does that make sense.

most of the JOb centre staff say different things,they are not consistent,honestly sometime i feel they make things up as they go along.It is rubbish in my local area.The job centre staff whom i saw yesterday did not have a clue about what he is talking about ,i asked him if i will get my p45 form when i close my claim down,and he says i will only receive that from my ex-employer not the JOB centre:rotfl:.What a load of rubbish. So how do i complain...where do i get the leaflet,which ask for my feedback. Thanks for listening

I work at JCP, JCP staff are there to help you get back into work and off benefits. If you have queries you need to contact your local benefit delivery office. Give them dates of when you have been in and out of work and they should be able to help you. I believe contributions based is only paid out of you have paid enough NI in the previous 2 tax years so sounds like you wont be able to claim that.

Your question isnt very specific, you want to know when you can put in a claim, if you have not enough NI contributions you can apply for Income based JSA which is means tested. If you dont qualify for that then you dont need to claim benefits. You can put in a claim on day 1 of unemployment.

JCP do issue a p45 when after you sign off.

Landslide_Victory

bee78 wrote: »

I started work in Jan 2007 and NI contributions are not enough for JSA this year,but i assume it would be for next year.so I decided to close my claim this year.hence the question,if i am still umemployed next year,when can i put in a new claim?Does that make sense.

Why would your contributions be ok for next year?
If there not ok now surely they won't be for next year either!! How are you going to gain extra contributions unless you work?? NI credits for signing on are not counted for claiming JSA conts based.
Am I missing something here?

bee78

Ok guys,time to clear up.

I started work in jan 2007 and worked till may2009. So i must have paid NI for the years 2008,2009.which makes me eligible for JSA in year 2010,where they would look for tax 2008,2009.

At present they look for years 2007,2008,the years where i have only made NI contributions partly,which makes me not eligible for JSA.i am not denying this or making appeal.

I can't claim JSA income based because my husband and i saved(like normal sane ppl do) and my husband works full time.


I am not trying to play the system. I trying to claim what i am eligible to claim.

If i am still umemployed next year,there is a good chance we will be out of savings.i am using most of my savings now to pay for interview expenses and a college course. therefore i was just wondering wheather I could claim next year if i am still unemployed.

So what is wrong in my questions and what is so vague about it.Job centre staff do make things up as they go along. Why offer an answer,when they shouldn't.why don't they just say they could not give advice on these matters. Don't tell me they don't even know when you close the claim down that you would get a P45.:mad:


I am sorry to sound so ........but for the past few weeks things have been really tight..............:o

GotToChange

I understand what you're saying - it is probably a case though of it not being quite so clear cut. I for one don't know for sure if that is the way that JSA (CB) would work even though it seems reasonable.

Your eligibility for JSA of either type will only be affected by quite large sums in terms of savings but of course JSA (IB) will not be paid to you at all if your husband is in f/t employment. Have you checked whether or not you/he are eligible for working tax credits now that you have no income? Or that you can get your course(s) subsidised to some extent?

I also understand the defence for the DWP/JCP that has been offered but it merely highlights the fact that the staff are offering information from a "script" and that each division will have a script that they can follow and must not deviate from; there is also no cross-referencing to other parts of the system - all of which may make the life of the poor old benefit claimant a lot simpler rather than being bounced between departments, given duff or conflicting information, acting on it and life getting totally screwed up.

I believe that if people in a (part?) "customer service" industry are not seeing customers, then they should quite possibly not be sitting in a public access area where said customers are told that they cannot get the information they want or get referred to a disembodied voice on a telephone. I stand by what I have said in previous posts and no "defence" by a DWP employee or ten is going to make me change my mind.