no more paper claims!!

Anthillmob

the LA i work for recently got the software where we call a claimant who has asked to make a claim [or in the case of reception front line staff can take the claim there electronically] and take the claim electronically save them filling in a paper claim.

good stuff eh?

except now, a month or so on, we have been told we no longer give paper claims!!

:mad:

i am angered by this. some people do not wish to make a claim over the phone or dont have time to, would prefer to fill their own form out, etc, etc.

will they listen to us? no.

your views on this.

NASA_2

I would have thought that some sort of risk assessment/equality impact assessment would have had to be carried out before this was implemented.

Vulnerable claimants especially seem to prefer, or can only handle, paper forms.

I dont support the total abolition of paper claims although I can understand the wish to do so. Paper claims can go missing whereas an electronic one rarely does so.

Anthillmob

NASA wrote: »

I would have thought that some sort of risk assessment/equality impact assessment would have had to be carried out before this was implemented.

Vulnerable claimants especially seem to prefer, or can only handle, paper forms.

I dont support the total abolition of paper claims although I can understand the wish to do so. Paper claims can go missing whereas an electronic one rarely does so.

as far as we are aware a decision was made without the consultation of anyone. im with you esp regarding the vulerable.

we will not let this lie, as assessment officers dealing with claimants on the front line we often get asked if we could send a form. some poeple just dont want to give their personal details over the phone. and they cant be forced.

theyll soon change their mind on this new policy once people start making complaints.

[Deleted User]

more and more claims for different benefits are now done electronically,after all it is 2009,as for taking time on the tele i suspect no longer than waiting for the forms filling them in then going to the post box with them?

dmg24

woodbine wrote: »

more and more claims for different benefits are now done electronically,after all it is 2009,as for taking time on the tele i suspect no longer than waiting for the forms filling them in then going to the post box with them?

Your reasoning does not take into account the fact that, when ill, some of us cannot use the telephone or go to an office to see an advisor in person.

Anthillmob, perhaps the LA needs a reminder of their requirement to make reasonable adaptations for their disabled customers?

Anthillmob

dmg24 wrote: »

Your reasoning does not take into account the fact that, when ill, some of us cannot use the telephone or go to an office to see an advisor in person.

Anthillmob, perhaps the LA needs a reminder of their requirement to make reasonable adaptations for their disabled customers?

we are up in arms about this but the powers that be from upon very high have decided this is the way to go forward.

and of course us front liners will take the brunt of it from those who want paper claims. i myself will advise anyone against it to make an official complaint because im disgusted by it.

hippy-chicy

How do your visiting officers carry out the welfare visits / new claim visits if you dont have paper claims full stop?

I'm surprised that they have completely scrapped paper claim forms . We use a combination of both.

[Deleted User]

dmg24 wrote: »

Your reasoning does not take into account the fact that, when ill, some of us cannot use the telephone or go to an office to see an advisor in person.

Anthillmob, perhaps the LA needs a reminder of their requirement to make reasonable adaptations for their disabled customers?

But surely any claims starts with either a tele call or a visit to some office or other,we can of course throw up allsorts of objections but we cant alas halt the march of progress

john539

Who is responsible for the information, who is responsible for the errors ?

If there's a disagreement about what was said & what was put on system, who will be responsible & how will that be resolved ?

Many questions on forms have other information that needs to be read & considered before the answer is given.

bigbill

Claim forms are required to be readily available

http://www.opsi.gov.uk/si/si2006/20060213.htm#83

My own Council Illegally stopped providing HB & CTB claim form a few years ago and insisting Illegally again that people MUST attend their office to be interview before any new claim could start.

The result of this was 1,000's of disabled and elderly failing to attend these compulsory interviews and thus no claim ever started, councillors were ignonrant and failed to act or go against senior council officials.

Well done Dumfries and Galloway Council you saved the government millions but your actions resulted in hundreds being evicted or living in poverty to pay the rent they need not have to pay if only they had been allowed a claim form.

Craftyscholar

woodbine wrote: »

more and more claims for different benefits are now done electronically,after all it is 2009,as for taking time on the tele i suspect no longer than waiting for the forms filling them in then going to the post box with them?

I filled in and handed in a Council Tax Benefit form last week. Have just had to do a telephone interview this morning covering the same ground.
Filling in the form quietly at home with time to find the relevant information was much less stressful than answering the phone questions - exactly the same questions I had already filled in. :mad:
Fortunately I had done a rough draft before filling in the form so I still had the information to hand. I would have been even more stressed without it.