JCP - manager for local Jobcentre

SJI85

Hello all,

I am having some terrible problems with the jobcentre which have resulted in my JSA claim being closed. This is because of mistakes made by the jobcentre, and they admit they made the mistakes, but I am the person wasting time and money in chasing around phoning people and visiting the jobcentre (£3.50 return by bus) in order to resolve it.

I therefore want to make a complaint to the manager. I was wondering if anyone knows of somewhere on Direct Gov that provides jobcentre details, including the manager of each jobcentre? I thought I came across something the other day but I am just exhaused from trying to sort this out and can't seem to find it.

For those who want to know more about my issues, as I'm interested to know if others have had similar problems, see below. Some of you may be aware of the Guardian article from last year, in which a whistleblower spoke of the underhand tactics used by jobcenre staff in order to sanction people unfairly. I don't know if this is what I'm experiencing, or if it is just total incompetence, but I will provide a brief outline.

I made my claim on the 29th of June and attended my interview on the 4th of July. I was told my next appointment would be the 25th of July. When I arrived on the 25th I was informed my claim has been closed as I failed to sign on on the 11th of July. I was not informed of this appointment.

Long story short, I was asked to make a new claim and ask for it to be backdated (they claimed they couldn't re-open my claim which, it turns out, they could have done as the benefit centre hasn't processed my claim/closed it).

When making this new claim the mistake was eventually realised and attempts made by the jobcentre to rectify this. All documents, sign on sheets and and an admission of guilt from the job centre shold have been send to be benefits centre who were informed of the situation and told not to close the claim and that my claim will be treated as urgent.

Unfortunately I received my P45 on Saturday and then a decision letter on Wednesday informing me they cannot pay JSA from the 4th of July as I failed to sign on and that my claim is closed.

My benefit centre have been contacted on two occasions and asked to contact me. They have failed to do so. I phoned my jobcentre yesterday as I wanted to speak to the manager. Instead, after the employee spoke with the manager, I was fobbed off and told there were no issues. After informing the employee that indeed there are, as my claim has been closed, he insisted it would be looked at this morning. It hasn't.

I phoned the jobcentre again today and a female employee investigated my problem and believes that either documents were not sent to the benefits centre. She contacted the benefits centre and informed me that I will hear back within an hour. Two hours have passed and I have heard nothing.

So, in short, two mistakes have been made. The first was not informing me of my appointment on the 11th, the second is not providing the required documents to the benefit centre/the benefit centre closing my claim despite being told not to. Both of these mistakes have not been made by me.

I have now taken all reasonable steps to resolve the problem and I am not being allowed to speak to the jobcentre manager. I would therefore like to make a complaint to the manager, in writing. If the manager does not reply within 10 working days, or I am not satisfied with the reply, I will make a formal complaint.

pmlindyloo

There is an overview of how to make a complaint here:

http://www.adviceguide.org.uk/england/benefits_e/benefits_benefits_introduction_ew/problems_with_benefits_and_tax_credits.htm#making_a_complaint_about_benefit_and_tax_credit_service_standards

I do not believe that you will find the name of the manager of your local Job Cebntre Plus.

However, all Job Centres must have a complaints procedures and must give it to you on request.

Depending on your response after making a written complaint you may wish to consider contacting your local councillor and/or MP.

Your local CAB may also be interested in raising this as a social policy issue so you may like to visit/telephone them and inform them of your difficulties.

dookar

use the 'contact us' link on direct.gov, it will be forwarded to the appropriate manager

Mersey_2

I'd address the envelope to: Manager, JobCentre Plus, [then your local address]. District/Area managers email addresses are often online and this may speed the process up.

I experienced the very same thing, when I first claimed JSA. My claim was 'closed in error'

I discovered that the DWP are meant to reply to any letters within 10 working days! It's contained within their own Service Standards. I complained to the District Manager and then the Chief Exec of JobCentre Plus and was given a Special Payment of £50 and then another of £100 due to their maladministration.

JCP Manager > District Manager > CEO, JCP > ICE is the process.

Keep a record of any costs incurred as a result, ie telephone calls, letters, stamps, paper, envelopes, internet access, time spent and so on as they are meant to ask you how their error affected you. Indeed, the Ombudsman has ruled that it is maladministration in itself not to do so.

Good Luck!