confused by DWP letters

Lady_strange

Hi,

I was wondering if anybody else receives on a regular basis letters from the DWP which all contradict one another, and basically make no sense at all?

In the last 3 weeks, we have received 3 letters from the DWP regarding money that will be deducted from our ESA (joint claim) and no explanation as to what each deduction is for.

I am wondering why the DWP is not part of the plain English campaign, as they do deal with some of the most vulnerable people in society, and seem to enjoy making every letter into a mystery puzzle to solve.

cit_k

I find it rare to get a letter from the DWP that makes sense, or does not contradict either itself, or other letters.

rainbow81

I have recieved letters from them that boggle the mind. They can contradict in the same letter, tell me my circumstances have changed when they haven't, give me bad news and inform me to ring the number on the letter (which I do) only to be told that they don't cover that and I should ring the council.

You are right, considering they are dealing with some very vulnerable people in difficult circumstances they really should be more transparent and easier to interpret.

real1314

I suspect the root of the problem is that every letter has a legal status and has legal connotations, which means the wording must be accurate and based precisely on the relevant legislation.

I'd guess that most of the staff would prefer more clarity as it would reduce calls and work that only arises due to confusion and would leave more time to deal with the real issues.
:cool:

AsknAnswer2

Funnily enough, the DWP are always promoting plain English!

The main problem is that the letters are generated by input to the computer system. Like if deductions are started, the staff member must input a code to your computerised record to start the deductions and a letter is generated. Unfortunately, the letter is printed by the computer centre (not sure if it's still called that these days). It is not sent out by that person who has entered the codes and they do not get to see it and often have no idea what it says. The letters that are generated are not written by the person who is dealing with your claim which explains why many of them are left scratching their heads when a claimant phones up to query the content of a received letter.

On occasion, letters will be issued by the member of staff dealing with your claim. This will be the case if your case is clerical or you have written in with a query/complaint. You'll be able to tell because the font is very different from the font on the auto-generated letters. The auto generated letters look like they've been done on a typewriter! I believe letters typed up by the office staff are supposed to be in Ariel font - but like with all large organisations, it's possible that some staff will not stick to this!

Muttleythefrog

If you understand a letter from the DWP then you haven't read it properly...lol