What happens in DWP phone call re: ATOS/IB/ESA

amus

Here is the process:

- Customer recieves letter informing them of the changes and it states that they will recieve a call from the DWP within the next few days. The letter also shows what number they will call you on, and if the DWP doesnt have a telephone number, the letter asks that the customer calls them to provide one (if they have one)

- Customer recieves a phonecall from DWP to inform them of the process and answer any questions they may have. During phone call customers who recieve CDA on Income Support will be told that if they are transferred over to ESA they will not be paid for any children, the only way to be paid for children is to claim Child Tax Credits, and therefore do they consent to the department making a claim to CTC on their behalf.

- Customer is then sent questionnaire and is asked to return it within 4 weeks

If the customer does not answer the call after three attempts or does not wish to speak to the department the process will just continue.

saftig

amus wrote: »

Here is the process:

- Customer recieves letter informing them of the changes and it states that they will recieve a call from the DWP within the next few days. ...

If the customer does not answer the call after three attempts or does not wish to speak to the department the process will just continue.

Could I just get some clarification on that - does it have any bearing on continued payments (not ESA obviously) till the questionnaire actually arrives if one answers DWP's phone call or not? Reading their letter it sounds the sanctions i.e. withheld payments might only start after one has actually received the questionnaire and hasn't returned it in time?!
Amus - according to what you mentioned they will send out the letter in any case (no matter whether they get hold of people/or people call the JCP) after the 2 week-phone call-notification period - is that correct?

Thanks

constantworrier

saftig wrote: »

Could I just get some clarification on that - does it have any bearing on continued payments (not ESA obviously) till the questionnaire actually arrives if one answers DWP's phone call or not? Reading their letter it sounds the sanctions i.e. withheld payments might only start after one has actually received the questionnaire and hasn't returned it in time?!
Amus - according to what you mentioned they will send out the letter in any case (no matter whether they get hold of people/or people call the JCP) after the 2 week-phone call-notification period - is that correct?

Thanks

I got a letter saying your benefit is changing to ESA. We will ring you to explain. I got a one telephone call which I didn't have time to answer and then about 1 week later got the form to fill in.

Chrissiew

I really cant see the big thing about answering the call from DWP, its a courtsey call, nothing more than that.

I got a letter as I am on long term IB and it was to tell me I would be changing to ESA, it stated I would get a phone call within the next 2 weeks from DWP to see if there was anything I would like to ask about the change over and answering any questions I had, the lady who phoned me was very nice, just told me what the process would be, when I should recieved my claim form and asked if I had any questions, the only questions I had were concering ATOS, which she couldnt or wouldnt remark on as she said she worked for the DWP so couldnt answer questions on any other department, but there is absolutly nothing to worry about when it comes to the phone call.

About a week later I recieved the form to fill out and did so straight away and sent it back the next day, this was the middle of Jan and the form had to be back by the 10th Feb, my GP recieved a form from them to fill out, she sent it back to them on the 8th Feb, I have heard nothing more from them, I still recieve IB so they havent just changed my over with out informing me, I suppose I should give a them a ring really to make sure they got the GPs form back as its really taking a lot longer than it should from what I have been told and I dont want to suddenly get a letter telling me everything has stopped because they havent recieved this or that.

Saftig, The phone call has no bearing on payments at all, if you dont answer the call they wont stop your money as its just a courtesy call, they will just send you the form to fill out, if you dont return that on time they will sanction you. If you dont answer the call they will just send the form out regardless.

When I recieved the letter telling me about the call they had my old phone number on it, I rang to inform them straight away to say I had changed it, I waited the 2 weeks from the date of the letter telling me that they were going to call, and if they hadnt called by a certain time I could call them, I did call them and was told they had tried to phone me 3 times but got a disconected voice recording, so obviously the message about my new number hadnt been passed on, the lady said the forms for the change over had now been sent but still went ahead with the phone call, and as I said, no worries with it at all.

harry7075

I know someone who had the letter mid January received the call end of January and as of yet has had no further contact, no form or anything.

Also are people being transferred to ESA on time ie when their incapacity runs out?

HB58

harry7075 wrote: »

Also are people being transferred to ESA on time ie when their incapacity runs out?

Some are being transferred on time, some early and some late. There is really no way to tell.

mazza111

I had an argument with ATOS with regards to this. They called me up, said this is Name from ATOS. Can you confirm your national insurance number for me. I said no, you could be anyone, he then proceeded to tell me information about myself including my NI number and my DOB :eek: Needless to say a complaint went in with regards to it.

DPA doesn't seem to matter if it's ATOS that's calling.

Anyhoo back on subject. I didn't receive a phone call, just the form to fill in. Sent it back, then the fun began with ATOS. Wrong marital name on the form and any other letters. Then the trouble stated above. When I eventually got round to the medical everything was fine and was dealt with professionally and courteously

Retrovertigo

Bit of a bump for this. Quick question, if they don't have a number on file for you (can't ever think of a reason why they would have to, to be honest) can you just wait for the form to arrive? I'd rather them not have my number if they don't presently have it!

Torry_Quine

Retrovertigo wrote: »

Bit of a bump for this. Quick question, if they don't have a number on file for you (can't ever think of a reason why they would have to, to be honest) can you just wait for the form to arrive? I'd rather them not have my number if they don't presently have it!

They should have your number from previous forms you've completed. However if they don't have it or don't get any response then the form will still be sent to the address they have for you.

[Deleted User]

Retrovertigo wrote: »

Bit of a bump for this. Quick question, if they don't have a number on file for you (can't ever think of a reason why they would have to, to be honest) can you just wait for the form to arrive? I'd rather them not have my number if they don't presently have it!

as above,BUT and its a good reason for them to have a number,if they are minded to refuse esa they will contact you by phone to see if there is any other info you wish to give them