ATOS ....is efficienct too much to ask for?

Prinzessilein

I am now at the 'completing the medical form' stage of my transfer from IB to ESA.

After the forms arrived, my mum/carer phoned ATOS on the number on the form and was told she was with the right department (eventually!) and succesfully arranged an extension to the completion date for the forms. She asked for the agrrement to the new date in writing, was assured it would be sent...and nothing arrived.

What has arrived is a second letter (standard 'form' letter I'd say) telling me that if I don't send in the questionnaire then my benefits may be at risk!

I am nervous enough anyway....it would really help if ATOS could be efficient in little things like recording that they have altered dates and confirming this in writing when asked!....or is efficiency too much to ask?!

(I have an appointment with DIAL this week...the forms will be in the post - as ATOS agreed! - by the end of the week!....registered post so they can't claim I never sent them on time!)

wouldbeqaulitymoneysaver

Usaul coercive method of speaking the DWP ATOS employs that if you don't do x y will ensue. Just get the form in on time with Descriptors you need a certain no to win points which the dwp can later deny which you might need to appeal; so be prepared.
good luck we all have this type of speech thrown at us, the condem tories want to make it worse.

Cpt.Scarlet

Prinzessilein wrote: »

I am now at the 'completing the medical form' stage of my transfer from IB to ESA.

After the forms arrived, my mum/carer phoned ATOS on the number on the form and was told she was with the right department (eventually!) and succesfully arranged an extension to the completion date for the forms. She asked for the agrrement to the new date in writing, was assured it would be sent...and nothing arrived.

What has arrived is a second letter (standard 'form' letter I'd say) telling me that if I don't send in the questionnaire then my benefits may be at risk!

I am nervous enough anyway....it would really help if ATOS could be efficient in little things like recording that they have altered dates and confirming this in writing when asked!....or is efficiency too much to ask?!

(I have an appointment with DIAL this week...the forms will be in the post - as ATOS agreed! - by the end of the week!....registered post so they can't claim I never sent them on time!)

ATOS have no authority to extend the four week period for a claimant to return the ESA50, the DWP might have, but never use it.

As you have no confirmation in writing you must return the form within the given timescale, or risk it effecting your payments.

rogerblack

Cpt.Scarlet wrote: »

ATOS have no authority to extend the four week period for a claimant to return the ESA50, the DWP might have, but never use it.

I got an extension of the period to complete my form from the DWP.
(I mislaid it on the way to the post office, and had to complete a fresh copy)

benefitbaby

rogerblack wrote: »

I got an extension of the period to complete my form from the DWP.
(I mislaid it on the way to the post office, and had to complete a fresh copy)

Absolutely correct, Atos will extend the deadline when good reasons have been given.

saving_pennies

Cpt.Scarlet wrote: »

ATOS have no authority to extend the four week period for a claimant to return the ESA50, the DWP might have, but never use it.

I also got an extension giving me double the time to complete the form. I explained I struggled to deal with such a task in 4 weeks. I found the lady at DWP to be very understanding.

I did still get a standard letter saying I needed to return or my benefits would stop. I was quite anxious about this and phoned the DWP again who said I could ignore the letter. Although I wouldn't recommend just ignoring it without talking to DWP first! I requested the lady made a note on the system and I took her name and made a note of the time/day I called her. She suggested I explain my reasons for the delay on the ESA form.

(I have an appointment with DIAL this week...the forms will be in the post - as ATOS agreed! - by the end of the week!....registered post so they can't claim I never sent them on time!)

I hope you don't mind me giving a suggestion - it is worth making a photocopy of the form before you send it.

Prinzessilein

saving_pennies wrote: »

I hope you don't mind me giving a suggestion - it is worth making a photocopy of the form before you send it.

DIAL always take a copy for their records...and I usually have one for myself.DIAL have also said they are prepared to accompany me to the interview if I need one (and my first request is for it to be at home)....and to represent me at any appeal.

Cpt.Scarlet

It's good to hear that the DWP are being more flexible on this, but I have dealt with about 50 claimants who needed to extend the period, about 20 were told on the phone that it was OK, none received written notification, and 5 were subsequently penalised for a late return, although they were able to sort it out without the need to go to a Tribunal.

The problem seems to be that the authorisations were made by the DWP call centre staff, who do not have authority to do this, even if they log it, the news never gets back to ATOS, who then return the claimants file for not returning the ESA50, the only saving grace was that the ESA50s were all less than a week late, so it was possible to pursuade the Decision Maker to send the file back to ATOS.

nannytone_2

Prinzessilein wrote: »

DIAL always take a copy for their records...and I usually have one for myself.DIAL have also said they are prepared to accompany me to the interview if I need one (and my first request is for it to be at home)....and to represent me at any appeal.

since when?
i volunteered for FIAL for 2 years, and although we recommended that clients ,ale copies, we never held copies of their applications ourselves.

as a rule DIAL offices are tiny ( ours was a portacabin) and there just wouldnt have been room to hold copies of all the forms we completed.

id suggest that if your local DIAL does keep copies .... then they are the exception and not the norm

Prinzessilein

nannytone wrote: »

since when?
i volunteered for FIAL for 2 years, and although we recommended that clients ,ale copies, we never held copies of their applications ourselves.

as a rule DIAL offices are tiny ( ours was a portacabin) and there just wouldnt have been room to hold copies of all the forms we completed.

id suggest that if your local DIAL does keep copies .... then they are the exception and not the norm

Our local DIAL have their own building, it is quite a decent size with a number of rooms and they do indeed keep records.

When my mother phoned to make the appointment they were able to access my file and check certain details.

When they helped me claim DLA, Dial asked me to sign some paperwork giving them permission to keep the copies of my forms - it meant that they had records if/when I needed to reapply/appeal .

I don't know how long they keep the copies - but they still have my DLA papers after about three years.

I suppose each DIAL office differs.

I have my appointment with them this week, and will see whether their system has changed. Either way, I will obtain my own copy.

Prinzessilein

Well....I had the appointment with DIAL this morning...it lasted two hours or so,...the chap there was really helpful .

The papers are now in the post (we paid extra at the Post Office - guaranteed next day delivery.....seriously, I remember when 1st class post was a guarantee of that!)

All we can do is wait and hope.

(Oh....and DIAL have gone all modern and computer savvy!....the had paper copies of my last meeting with them, but for this paperwork, they scanned the completed document, stored a copy on their own computer an e-mailed me a copy of the completed forms!)