Anyone know how to get in contact with UC Live service now the phone number has been deactivated?

oopsiedoopsie

I was switched over from the Live to the Full service a year ago, while I was waiting for a tribunal appeal. Eventually had the appeal rule in my favour and got put in LCWRA group. I had previously been heavily sanctioned, so hadn't received any payments in over a year, but I got all the correct back payments for the time I've been on the Full service. The Live service however only paid me the back payments for the additional component, and did not repay the incorrectly sanctioned standard amounts.

When I phoned UC they said I would need to contact the Live service as apparently they (the Full service) have no way of doing anything. The phone number she gave me, however, just plays a recorded message telling me that the Live service has been replaced by the Full service, then hangs up. I got back to the Full service and she said she would try and contact the Live service but that was well over a month ago now and I've heard nothing.

Surely there must still be some way of contacting them? Or is there a separate complaints line I could perhaps use?

tomtom256

There is no live service anymore.

All claims have been switched to Full Service.

What is it you need as everything should have been manually transferred across.

Your only hope is that someone in your local jobcentre still has WSP, although the call centre should have access.

oopsiedoopsie

I'm trying to get back payments from when I was on the live service. The Full service person on the phone said she couldn't do anything regarding Live service stuff. She even gave me the live service phone number that doesn't work.


I've found a complaint form on the DWP website that I might try instead

NedS

As tomtom suggested, I would go speak to someone at the jobcentre if you are not getting any joy from the service centre over the phone. They should still have access to the old Live Service software (WSP) and should be able to help. You will probably need to speak with a manager as this isn't going to be something that is straightforward to resolve given the amount of time that has passed and the fact Live Service is long since discontinued.


Good luck - let us know how you get on.

oopsiedoopsie

I used the complaint form on the DWP site and have had success. I received a letter accepting that there has been a service failure. When the switch to Full service had completed, the Live service teams were totally disbanded and no measures were put in place to deal with past Live service issues after the switch. Astonishing really.

I have to wait now while the National Operations team puts some kind of process in place, whatever that might mean.