job centre staff-how do i complain

mberry77

bee78 wrote: »

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

That is more helpful, you will be able to claim contributions based JSA for 6 months only in Jan 10 I think, when the 6 months are up you usually have to apply for income based JSA but you wont be entitled to this as your husband works full time.

I am suprised that they didnt know about the P45, JCP have recruitment a about 5000 extra staff nationwide this year so there are a lot of newbee's. If you dont like the answer a member of staff has given you ask an adviser who is more senior and will have more knowledge. Also your local benefits delivery office deals with technical queries not the job centre so thats your best bet.

Cozworth806

In my opinion the answer would be Jan 2010, but sadly it is only my opinion. and may be subject to getting varying answers on here as well.
The RITY's used are the last two full NI & tax years prior to the calender year that the claim is made.
No I am not a benefit expert just have some knowledge that I pick up in the job.

Post #3 in this forum thread explains
http://www.consumeractiongroup.co.uk/forum/benefits-tax-credits-minimum/203886-old-tax-years-used.html

So you have have not qualified but may not qualify in 2010 either depending on your earnings in April 2007 to April 2009

JoeBreakdown

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.

I do work in a JCP. Unfortunately, the government want the majority of queries dealt with by the BDC. It sounds ridiculous, but we are very limited on the advice that we are allowed to give face to face. The majority of customer's queries can be solved very quickly over the telephone, but any complex queries, we will always do our best to resolve.

In my role as a floor manager, I am likely to speak to 500 people a day. A lot of the queries that are directed to us are not Job Centre specific, yet we will always attempt to answer them. Many people expect us to be able to answer all the questions regarding anything from Council Tax, Tax Credits, Child Benefits, Working Tax Credits, Housing Benefits etc, which are all really HMRC queries.

Believe me, we are rarely doing nothing in our role. Unfortunately, I even spend hours lying in bed at night, thinking about what questions have been asked, and what I am likely to be asked the following day!

bee78

JoeBreakdown wrote: »

I do work in a JCP. Unfortunately, the government want the majority of queries dealt with by the BDC. It sounds ridiculous, but we are very limited on the advice that we are allowed to give face to face. The majority of customer's queries can be solved very quickly over the telephone, but any complex queries, we will always do our best to resolve.

In my role as a floor manager, I am likely to speak to 500 people a day. A lot of the queries that are directed to us are not Job Centre specific, yet we will always attempt to answer them. Many people expect us to be able to answer all the questions regarding anything from Council Tax, Tax Credits, Child Benefits, Working Tax Credits, Housing Benefits etc, which are all really HMRC queries.

Believe me, we are rarely doing nothing in our role. Unfortunately, I even spend hours lying in bed at night, thinking about what questions have been asked, and what I am likely to be asked the following day!

What do you do then.What is the role of job centre staff.What queries do they handle.As a floor manager what do you do. In the job centre website,it say all staff will be able to help with queries and direct you to the right department and help you seek employment. How is the done.

Another curious question do you guys work on targets.if so what sort of targets.:rolleyes:

sammyjammy

The role of the Jobcentre is to ensure that people are abiding by the requirements to receive JSA, they also advise people on getting back to work and submit to jobs/training opportunities.

The role of the BDC is to deal with benefit payments and enquiries.

The role of the Contact Centre is to take new claims to benefit over the telephone/internet.

The bizarre thing is that Employment Service (Jobcentre) and DSS (benefits) were merged to make Jobcentre Plus, a "one-stop" shop for everything benefit and job related.

I've even heard of people in Jobcentres telling people to contact the BDC as if its a seperate organisation and nothing to do with them (sloping shoulders syndrome!)

I have to say they failed miserably. The downside of the system is being show clearly now we are in recession as people can't even get through on an expensive call to the BDC to ask the query they can't get answered in any other way.

bee78

so are u saying that job centres should have staff to deal with benefit queries but they don't.

is it or is it not right for a job centre staff to say "pls call benefits helpline they would be able to help".I am confused here.becos i have had this line quite a few time now.....

sammyjammy wrote: »

The role of the Jobcentre is to ensure that people are abiding by the requirements to receive JSA, they also advise people on getting back to work and submit to jobs/training opportunities.

The role of the BDC is to deal with benefit payments and enquiries.

The role of the Contact Centre is to take new claims to benefit over the telephone/internet.

The bizarre thing is that Employment Service (Jobcentre) and DSS (benefits) were merged to make Jobcentre Plus, a "one-stop" shop for everything benefit and job related.

I've even heard of people in Jobcentres telling people to contact the BDC as if its a seperate organisation and nothing to do with them (sloping shoulders syndrome!)

I have to say they failed miserably. The downside of the system is being show clearly now we are in recession as people can't even get through on an expensive call to the BDC to ask the query they can't get answered in any other way.

JoeBreakdown

Any queires regarding payment issues, as in 'I haven't ben paid', where's my money?', 'why has my money gone down?' are supposed to be dealt with by the Benefit Delivery Centre, who are the folks that deal with finance and payments.

dacouch

It would not be so bad if they had not stopped people using the phones in the job centre to ring the call centre when they have a problem with their benefits often caused by the JCP or benefit agency.

Having the non geographic telephone numbers mean they are very expensive to ring from a mobile

Sues48

The reason that calls to BDC were stopped were because customers abused the phones, ringing mates etc, also when they did use them to ring the BDC and din't get the answer they were hoping for then often they started kicking off causing disruption to everyone else in earshot.

dacouch

So because of the actions of a minority the majority suffer.

Surely the security guards (There are 12 at my JCP) can police the abuse of the phones (In between gossiping with each other) and mediate with any disgruntled "Customers". Or am I being silly in thinking that is what they are actually there for