DWP and emails

50Twuncle

As a non-speaking person - I have received appalling service from DWP - a total lack of response to any emails sent !!
I was wondering if anyone had any suggestions as to how to get round this problem ?

Prinzessilein

I am elective/selective-mute. As a result, I don't have a phone. (Well, I have a mobile which is rarely on and I only accept calls from one number...my mum!)

The DWP will not contact me by e-mail nor respong to e-mails.

The two options available are - writing to them, and then waiting for a written response. Or having someone else become your representative on the phone. The DWP have agreed that my mother(who is also my non-paid carer) can make calls on my behalf and they can contact me by phoning her.

It's not an ideal situation, but at least it is a partial solution. Maybe you could choose someone as your representative?

MrsManda

Are you using the correct email addresses?
Which section of the DWP are you trying to contact?

jetta_wales

Could you use a text phone?

RazWaz

I know how annoying this is. I'm deaf and don't have a textphone (hard to get the landline installed in a flat) and almost everything is done over the phone. I'd had to resort to paying people to call up for me. Something really needs to be done about true accessibility.

50Twuncle

jetta_wales wrote: »

Could you use a text phone?

I tried to use a text phone last year to contact DWP - The person who answered was ignorant and stupid and ended up putting the phone down on me - so never again
Why can they not just reply to emails ?
They claim the reason is "personal security" - but what I have asked them is general advice - that does not even mention any personal details......

50Twuncle

MrsManda wrote: »

Are you using the correct email addresses?
Which section of the DWP are you trying to contact?

[EMAIL="contact-us@jobcentreplus.gsi.gov.uk"]contact-us@jobcentreplus.gsi.gov.uk[/EMAIL]
as well as my regional office (that deal with my claims)
My DEA is useless as well - telling me that "Sorry, I don't know - try regional"
I generally end up writing to them (I was supplied with a pack of pre-paid envelopes) - which must cost a fortune and takes at least a week to receive a reply....

diolch

You are not on your own. It seems that the DWP have an aversion to replying to letters as well as returning telephone calls.
You just have to accept that they will write when they feel the need to, not when you ask them to.

saving_pennies

I find the DWP not very accessible to people who can not use the standard system they have Whenever I try to explain my difficulties in using this standardised system and how reasonable adustments need to be made, the staff have to talk to colleagues and then even 4 or 5 of them can't make a decision :mad: I doubt it will change. Seems DDA don't apply to DWP. Instead I had to arrange a support worker to help me.

Perhaps if you feel strongly about being able to deal with DWP on your own, perhaps write a letter to head office explaining your difficulties and asking why they don't reply to emails. I find the same thing with student finance so now when I email I use a named person i.e. one of the managers, and surprise surprise I get a response. Not sure if this would work with DWP though but you got nothing to lose by writing to them.

harveybobbles

Try:

CONTACT-US@DWP.GSI.GOV.UK

50Twuncle

Part of my reason for trying to get a response out of Jobcentre is the lack of anything from anyone re my esa50 returned (in the envelope supplied) over 2 weeks ago.....
I just hope that it hasn't been "lost".
Since, not only can I not speak, but also cannot write - so had to get help in filling in the form.