ESA Help & Complaints Procedure

epitome

benefitbaby wrote: »

You need to call Jobcentre Plus and ask for a call back from someone in the processing department. You should receive the call back within 4 working hours

*If you phone before 1pm the callback will be by 16:30 the same day that's upto 8.5 hours
*If you phone after 1pm the callback will be by 1pm the following day that's upto 8 hours.
The same applies to things like sending a med3/docs scan from a jobcentre.

When you do get the call ask the following:
- What information is needed?
- Has a decision been made on your partners original claim (pre-moving in with you)? If no, ask why not.
- Ask for the name of the person you are speaking to and make a note of this.

You can make a written complaint to the benefit delivery centre manager, this should set out a history of the claim, all your contacts to JCP, all the evidence you have sent and that you have been hung up on. (and possibly (depending on what he finds out later) that the particular agent did not even record the call onto the computer, the fact that agents are able to do this and get away with it is outrageous! and this includes the BC agents when they call the customer back) Sign this and send:
- 1 copy to JCP
- 1 copy to your MP
- keep one copy safe.

You can also visit your local CAB or advice agency to intervene if you need help with any of this.

You should also visit the benefit calculator at www.entitledto.co.uk to work out what you and your partner will be entitled to - it may be that there is no/minimal entitlement to ESA and so this needs to be taken into account with your budgeting etc, you may find that you are entitled to increased HB etc.

Good luck

Agreed

By the way, their first name, and the name of the office is all you need, you don't need nor will you usually be told their surname. Also make a note of the time you are are speaking to them. And when I say "the first thing you should ask" I mean politely ask these questions before you start the security questions.

Murphybear

benefitbaby wrote: »

Hi, sorry to hear of your difficulties.

You have a number of options and if it were me I would do them in tandem, firstly (and deep breath here) you need to call Jobcentre Plus and ask for a call back from someone in the processing department. You should receive the call back within 4 working hours (if it does not happen call again tell them you had a failed call back and they should re-book it for within an hour).

When you do get the call ask the following:
- What information is needed?
- Has a decision been made on your partners original claim (pre-moving in with you)? If no, ask why not.
- Ask for the name of the person you are speaking to and make a note of this.

You can make a written complaint to the benefit delivery centre manager, this should set out a history of the claim, all your contacts to JCP, all the evidence you have sent and that you have been hung up on. Sign this and send:
- 1 copy to JCP
- 1 copy to your MP
- keep one copy safe.



You can also visit your local CAB or advice agency to intervene if you need help with any of this.

You should also visit the benefit calculator at www.entitledto.co.uk to work out what you and your partner will be entitled to - it may be that there is no/minimal entitlement to ESA and so this needs to be taken into account with your budgeting etc, you may find that you are entitled to increased HB etc.

Good luck

This is good advice. I had a similar sort of problem so wrote to the complaints person with a detailed list of problems and a bullet pointed list of which issues i expected some action/explanation. I got an immediate phone call with a heartfelt apology, promise that my claim would be finalised and £50 compensation which was paid immediately. My money for my claim, and backlog came through in a few days. It is worth complaining!

epitome

DeanM56 wrote: »

Other than the temp position at the end of 2012 it's a NO.

Before that she was a student at college until last summer.

So she will be totally reliant on Income Based benefits

Whether that is ESA or JSA, they will both need indepth details provided about your work and earnings so you might aswell stick it it out with ESA for the time being. if she does not get ESA she won't get JSA either.

She may not be eligible due to your work.