Pension credit application/complaint?

satarical

SandraScarlett wrote: »

I think the fact that the OP just referred to "Dad's Pension ", and not "Dad is a pensioner" makes me think that perhaps it is a private pension of £80 a month, and that Dad is over 60, which I think qualifies him for Pension Credit, Mum is younger, and that neither get SRP.

I applied on behalf of a friend last year for her DLA to be increased from LRM to HRM, did all the forms, provided medical proof etc, and she received a standard letter, 2 weeks later, saying it could take up to 11 weeks to reach a decision.

It's well over that now, but when she phones monthly, she's told "we're very busy and short staffed", and then, 2 weeks later, receives another letter, apologising for the delay, but saying they're still looking into it.

xx

Ummm I wonder what the 'official' target figure is?

It is totally unfair for any claimant whether they are in need of the benefit or not to wait this long AND be told that the DWP are too busy - hire more staff - industry wouldn't survive if they told that to one of their customers!

benefitbaby

satarical wrote: »

Ummm I wonder what the 'official' target figure is?

It is totally unfair for any claimant whether they are in need of the benefit or not to wait this long AND be told that the DWP are too busy - hire more staff - industry wouldn't survive if they told that to one of their customers!

I believe DLA aim for a decision within 42 working days as they may need to seek medical evidence, this is why when you are renewing a claim they send the form out 6 months in advance.

satarical

missapril75 wrote: »

Yes. It's why a delay makes the news and discussion forums. If it was normal there wouldn't be any reason to discuss it.

Do people routinely phone and ask how long things take? I think not. They phone when there has been a delay.

Come on, think about it. Some claims are very straightforward and some are not. You only have to look at the issues raised on this forum to see the complicated nature of some claims.

I've been looking at Average actual clearance times for Pension Credits over the last few years. It's been 10-15 days in the near ten years I have found. Actual time taken, not the target. Pretty consistent.

This is defined as the time it took from the date all information, evidence etc was received to the time it was decided.

Now, remember, that's an average. Now ask yourself who is responsible for the assessors not having the necessary information.

Of course, it needn't be anybody's fault. Identifying what type of trust fund; getting a dozen sets of shares valued (not all in the newspaper); valuing that property in Durban or New Zealand; making enquiries about that £10k in the bank that was £20k three months ago or £60k a year back; does the partner have recourse to public funds etc etc

These are common issues but not necessarily the norm. More common would be nothing more than a superannuation slip enclosed and/or bank statement with a small balance included with the claim.

And subsequent clearance in a matter of days and that would explain most people being happy and how something more unusual makes the news. Or the forums.

Thank you for that info.

But it still doesn't explain that when I telephoned the Pension Service to find out how long it would take they told me many weeks. They hadn't even seen the claim from!

The reason I telephoned is that I need to close down some sources of income so that GPC will come into payment. I want to work it that I don't have to wait 20 weeks with no money coming in. That is why I am delaying putting the claim in until I get the last big payment then I will shut it down. Doing it that way I can easilly manage the 8/10 weeks + that I was told it will take to put GPC into payment.

OK yes I too may have a 'more complicated' claim - 9 pensions/annuities, untaxed and taxed income from capital & 2 current accounts and an investment account.
I have no idea what they would want to see so I expect the Pension Service to write to me detailing exactly what I should send them. I fully expect a longer delay than most. But those targets that you mention can't even be met using your example or are you saying that those targets are relating to the time from when all of the info is to hand until it is put into payment?
If that is the case then I can see the reasoning. However in my case I fully expect the 'overall' time from when they receive the claim form to when they put it into payment to be in the region of at least 3 months.
And if the mortgage interest takes as long as a friend's did I will get the first housing costs added at least 12 months from when the claim is submitted.
In his case it took 3 MI12's (the first two were lost and the third was misplaced in the wrong file by the Pension service) before he received any housing costs - made claim in Sept 09 and it took until March 2011 to get it into payment and in the meantime they wouldn't backdate it beyond 3 months!!!!!!

satarical

benefitbaby wrote: »

I believe DLA aim for a decision within 42 working days as they may need to seek medical evidence, this is why when you are renewing a claim they send the form out 6 months in advance.

Noramally for DLA they only write to the GP. It certainly doesn't take 8 weeks to get that report!

6 months !!!!! 26 weeks!!!! Max should be 6 weeks. couple of weeks to get a GP report, couple of weeks to review it and make a decision, couple of weeks for the first payment to be made.

If they are taking that long they should hire more staff - after all they are providing a public service and we pay their wages!

SandraScarlett

benefitbaby wrote: »

I believe DLA aim for a decision within 42 working days as they may need to seek medical evidence, this is why when you are renewing a claim they send the form out 6 months in advance.

But my friend wasn't renewing a claim - her needs changed. The first letter from DWP, saying it would take up to 11 weeks, was sent more or less immediately.

As I said before, all medical proof was provided, my friend was told by her GP that he'd been contacted, and supplied the relevant information, which supported my friend's claim, and still she waits. She's given up driving, and is relying on taxis, and though myself and other friends try to help out with lifts, it isn't always possible.

The extra £30 or so would make a huge difference to her budget.

xx

benefitbaby

satarical wrote: »

Thank you for that info.

But it still doesn't explain that when I telephoned the Pension Service to find out how long it would take they told me many weeks. They hadn't even seen the claim from!

The reason I telephoned is that I need to close down some sources of income so that GPC will come into payment. I want to work it that I don't have to wait 20 weeks with no money coming in. That is why I am delaying putting the claim in until I get the last big payment then I will shut it down. Doing it that way I can easilly manage the 8/10 weeks + that I was told it will take to put GPC into payment.

OK yes I too may have a 'more complicated' claim - 9 pensions/annuities, untaxed and taxed income from capital & 2 current accounts and an investment account.
I have no idea what they would want to see so I expect the Pension Service to write to me detailing exactly what I should send them. I fully expect a longer delay than most. But those targets that you mention can't even be met using your example or are you saying that those targets are relating to the time from when all of the info is to hand until it is put into payment?
If that is the case then I can see the reasoning. However in my case I fully expect the 'overall' time from when they receive the claim form to when they put it into payment to be in the region of at least 3 months.
And if the mortgage interest takes as long as a friend's did I will get the first housing costs added at least 12 months from when the claim is submitted.
In his case it took 3 MI12's (the first two were lost and the third was misplaced in the wrong file by the Pension service) before he received any housing costs - made claim in Sept 09 and it took until March 2011 to get it into payment and in the meantime they wouldn't backdate it beyond 3 months!!!!!!

It is a fair bet to say your claim will not be processed within the usualy time frames (of 10-11 days for the majority) because of the complexity of you pensions etc.

The PS will want to see evidence/details of all of them, which had the option of annuities and did you do this etc etc. This is because they will have to consider savings pension credit, guarantee pension credit entitlement, whether you meet the assessed income period criteria and then on top of all that your mortgage interest entitlement and whether your housing costs represent 'relevant loans'.

benefitbaby

SandraScarlett wrote: »

But my friend wasn't renewing a claim - her needs changed. The first letter from DWP, saying it would take up to 11 weeks, was sent more or less immediately.

As I said before, all medical proof was provided, my friend was told by her GP that he'd been contacted, and supplied the relevant information, which supported my friend's claim, and still she waits. She's given up driving, and is relying on taxis, and though myself and other friends try to help out with lifts, it isn't always possible.

The extra £30 or so would make a huge difference to her budget.

xx

I appreciate where you are coming from but eleven weeks is a standard time-frame, the DWP process all claims in date order of receipt and they deal with several thousand a week. If they seek guidance from their healthcare professionals then this also takes time.

satarical

benefitbaby wrote: »

It is a fair bet to say your claim will not be processed within the usualy time frames (of 10-11 days for the majority) because of the complexity of you pensions etc.

The PS will want to see evidence/details of all of them, which had the option of annuities and did you do this etc etc. This is because they will have to consider savings pension credit, guarantee pension credit entitlement, whether you meet the assessed income period criteria and then on top of all that your mortgage interest entitlement and whether your housing costs represent 'relevant loans'.

Thanks - I fully expect 3 months. If it runs into 12 months I will not be too happy although banks are very slow so again expect housing costs to be finalised by 6 months.

Yes I fully understand the AIP, GPC and savings credit crtieria, the County Council Welfare Rights Officer is on hand if I need help. He has already worked out what my entitlement is (Appropriate Amount) which is some £200 a week more than what we will be receiving.
Surely with the complexity it would be more suitable for a home visit so that they could see everything I have and they can take away what they need?
It would save me chasing around.

benefitbaby

satarical wrote: »

Thanks - I fully expect 3 months. If it runs into 12 months I will not be too happy although banks are very slow so again expect housing costs to be finalised by 6 months.

And remember if you provide all the information they request within the deadlines they set then they have to award any entitlement from the date of your claim. Good luck

missapril75

satarical wrote: »

Thank you for that info. But it still doesn't explain that when I telephoned the Pension Service to find out how long it would take they told me many weeks. They hadn't even seen the claim from!

I can only guess. One of the problems with the way things are run now eg with call centres rather than experienced staff with relevant experience is that they don't have knowledge of the situation in different areas. They probably give a generic, exaggerated timescale to discourage enquiries.

I had another guess but I forgot it while typing this. :rotfl:

are you saying that those targets are relating to the time from when all of the info is to hand until it is put into payment?

That's what I read, yes.