ESA medical certificate delays? Anyone have similar problems?

Monkeyballs

Morning all,

So, for the last few medical certificates (3, maybe 4 I'm not sure) that I have posted into JC+ (it's the Hull handling centre in Wolverhampton) I've had problems with them not receiving it?

I know it takes 10 days from them receiving the note to processing it but literally the last few times they've simply not received it and have had to either resend it or (the last couple of times) take it into my local Jobcentre to scan...

So, I was wondering if anyone else has had the same problem? Or if anyone could suggest what I might be doing wrong or should be doing to ensure it doesn't get "lost"?

I don't use post boxes instead using one of the two post offices near to me (assuming it has less chance of 'disappearing'), I plaster my NI number all over it and send it the same day that I get it from my GP?

The lady I spoke to at JC+ told me to write my mobile number on too so they will call/text to confirm receipt but if it isn't arriving then that won't help LOL, oh and they've said NO to recorded delivery as they won't sign for anything and that I can't take it to the JC+ each time as that is for emergencies only...

I've been fortunate up until this point as I've had some sick pay from work but that has now stopped so I'd like to ensure that the next time (if there is a next time) I won't get a problem with any delays...

Cheers

MB

Monkeyballs

Oh, I forgot to mention that it is always sent in their own pre-paid envelopes with the letter they send which has the printed return address to display in the returns address window. I know this could lead to a delay in payment (but surely not lost certificate?) but my GP won't give me a new one before my old one runs out but I plaster my NI no. all over this too

Ta

rogerblack

You can send it recorded delivery, and it does get tracked.
It may not get quite the same treatment as normally recorded delivery gets - but there is still a record of it being posted, and received.

Take pictures of it at every stage of preparing the letter and posting, and then if it does not arrive, despite being received, make a complaint, requesting compensation for the costs of this certificate, and your prior costs.

TELLIT01

Please don't use Recorded Delivery or any other 'signed for' system. It doesn't speed up the system and it costs you more money!
As you have had a couple of medical certificates go missing, phone your local JobCentre and make an appointment to take it in to them. They may try to dissuade you but insist on taking it in and them scanning it to the Benefit Centre. I would certainly argue that med certs regularly going missing makes this an emergency.
When sending anything in the pre-paid envelope do not write anything on the envelope as apparently this prevents the automatic sorting doing it's stuff and slows the process down even more because it then has to be hand sorted. Hard to believe but that's what we were told recently.
Also it should not take 10 days from receipt to process the medical certificate. When I worked on ESA, processing the meds the same day was an absolute proirity. At worst they should be processed the day after receipt.
If all else fails contact your local MP to complain. I'm not sure why but the system seems to work much better when an MP takes up a complaint!

epitome

Please DO send it recorded delivery, keep the tracking number allow them 11 days and phone on the 12th day.

Check if it was delivered using Royal Mail Track and Trace, then give them the tracking number ask for a callback from the Benefit Centre,

and if they don't find your med cert ask to make a formal complaint and you want a written response, as to why against the Data Protecetion Act 1998 they have carelessly lost your personal data.

Whether they subsequently find it or not ....make a complaint to the Information Commisioners Office that the DWP are losing your data and their first response is to tell you to send it again instead of looking for the documents.

Monkeyballs

Hi,

Thanks for the replies

I forgot to mention that I had asked if it would help if I sent them recorded delivery but they categorically said NO as it wouldn't be accepted (I've had a right old whinge about this on my debt free wannabe diary of late lol).

I think that this is going to be the last time I just accept the rubbish they feed me on the phone and if I have the same problem again then I'll look at making a formal complaint and possibly contacting my MP. I'd obviously rather not, I'd rather the process just work but as it doesn't appear to be... I spent almost £10 today in taxi fares going to and from town just to get a reprint and get it scanned which in effect means this payment is reduced by about 8% I'm lucky right now as I have some cash in the bank but it's frustrating to think that if/when this changes I will be spending a portion of my budget to try to rectify their mistakes!

TELLIT01, interesting what you say about not writing anything on the envelope... The second time it happened I wrote my name and address on the back and put a strip of sellotape across to ensure it stayed close (just to be sure), I only did it the once and stopped as it never helped so I figured it was pointless? Could that have delayed it even though it was just on the back?

Cheers again,

MB

epitome

Recorded Delivery letters to The DWP at Wolverhampton are signed for and you can see when they were signed for and by whom in Royal Mail Track and Trace.

Remember to complain to the Information Commisioners Office if they lose it. The DWP have a seriously lax attitude to your paper held data and are very dismissive of Recorded Delivery items, even though these are covered under the Data Protection Act.

epitome

TELLIT01 wrote: »

As you have had a couple of medical certificates go missing, phone your local JobCentre and make an appointment to take it in to them. They may try to dissuade you but insist on taking it in and them scanning it to the Benefit Centre. I would certainly argue that med certs regularly going missing makes this an emergency.

You seem to think everyone can do a jolly off to the jobcentre, Some people live a long way from jobcentres and it costs them a lot of money to go to the doctor and then off to the jobcentre. Whilst it may be convenient for some,... for those who can't afford or who just can't go to a jobcentre..... Recorded Delivery is the only answer when the DWP keeps losing the mailed items.

Monkeyballs

Thanks Epitome, I'm starting to realise that I'm probably just being told whatever it takes to get me off the phone... I'm probably pretty gullible since I don't have much experience in dealing with JC+, DWP and benefits in general (but learning).

To be fair to TELLIT01 I'd happily take my certificate to the Jobcentre to be scanned as I can on occasion scrounge a lift into town with my sister and if I take it and they scan it then they can't claim it hasn't arrived...

My problem is that my back is cream crackered and walking, sitting and standing all hurt... I had seen some improvement in the last week but the last couple of days have been bad (related to the heavy rain and cold we've had?) and my hip has been seizing up too!

Hopefully, I'll be able to get back to work in the new year (by which point I'll have been off for a year) and I can put the whole thing behind me I work in an office so I spend the entire day sitting down (or standing) staring at my computer screen chairing conference calls, reading technical reports and suggesting solutions which I don't think I'll be able to concentrate on (Occ Health have said I need to go back but just leave my desk as often as I need to) but if I don't return then work can get rid of me for not being able to perform my contracted duties whereas if I do return I could either A) get used to it or find out once and for all that I'm too broke to do that job but I'll go down fighting!

Thanks again,

MB

TELLIT01

Monkeyballs wrote: »

TELLIT01, interesting what you say about not writing anything on the envelope... The second time it happened I wrote my name and address on the back and put a strip of sellotape across to ensure it stayed close (just to be sure), I only did it the once and stopped as it never helped so I figured it was pointless? Could that have delayed it even though it was just on the back?

Cheers again,

MB

Writing on the back of the envelope won't be a problem. It's anything on the front which apparently causes the automated sorting to sulk.

TELLIT01

epitome wrote: »

You seem to think everyone can do a jolly off to the jobcentre, Some people live a long way from jobcentres and it costs them a lot of money to go to the doctor and then off to the jobcentre. Whilst it may be convenient for some,... for those who can't afford or who just can't go to a jobcentre..... Recorded Delivery is the only answer when the DWP keeps losing the mailed items.

I have never said, or implied, that everybody can get to a jobcentre. What I have said is that handing items in at the jobcentre (with an appointment) is the most effective way of getting them to their required destination quickly.
I've repeated the advice about NOT using Recorded Delivery because I know it's a waste of money and most people who are in receipt of benefits can't afford un-necessary expense. A Recorded Delivery signature will prove that the item was received at Wolverhampton but it won't speed up payment. I believe that what most people want is their payment on time. If you believe that advice is the wrong thing to we'll just have to disagree.
I would most certainly make a formal complaint about repeated problems and I would request reimbursement of additional costs as outlined by Monkeyballs in the previous post.