Universal Credit Phone line

rubble2

Ok, new development - I just got onto the menu option I need without getting the engaged tone- but I then get a message saying that the phone line is closed due to high volume of calls and to call back later.

Spacepig

Hi guys, it makes no sense but what you need to do is keep phoning and going through the same options until you hear the music and you're in the queue. Took me around 20 minutes of dialling, redialing, getting cut off it's extremely tedious and annoying but Eventually you will get put in the queue.

The good news is the waiting time isn't /too/ bad. Both times it's been just over 2 hours, I just leave the phone on loudspeaker and get on with my daily routine.

tomtom256

rubble2 said:

Ok, new development - I just got onto the menu option I need without getting the engaged tone- but I then get a message saying that the phone line is closed due to high volume of calls and to call back later.

There is an unprecedented amountof new claim that are being dealt with, by next to no staff. The DWP are currently bringing none frontline staff to the frontline and trying to train them up to deal with the claims process. They are alos looking at getting IT sent to those staff that have to isolate for 12 weeks owing to underlying health conditions, so it;s just a case of keep trying.

My understanding from a telekit, is that staff are trying to ring all new claims with 48 hours of it being made to help with the service centre calls, as there isn't sufficient staff on the telephony side to deal with the amount of claims.

rubble2

Thanks for all the help and guidance given, I persevered and eventually got on to the call queue - call was answered after about 90 minutes so all done for now

Spotnpaul

Hi,
We got a call today from the local job centre. Helpful and patient.
Went through everything re the claim, so hopefully we're up and running. Have to input this months self employed income into the account online closer to payment dates. Said that the Tax credits will automatically be stopped
Be patient, looks like they're getting through things.

jcnot

In the Jobcentre, we are now ringing claimants without them waiting for a booked phone appointment. We are sending Journal messages to say we will be calling within 48 hours (we're mostly doing it within 24 hours of the message being sent). The call will be from a private/withheld number, but we verify who we are by quoting the last few characters of the claimant's username and postcode. My advice is: please check your Journal messages, answer your phone when we ring, and have your details to hand (ID, tenancy agreement, bank details, capital, education, residence permit, etc.).

Secretsusie

I move house tomorrow, can i just upload my tenancy agreement and will it be included next month, didnt have rental before so it not on claim.

tomtom256

Secretsusie said:

I move house tomorrow, can i just upload my tenancy agreement and will it be included next month, didnt have rental before so it not on claim.

You will need to send a journal message after reporting the change and they will tell you what action is required.

D4WNO

I've made over 150 calls since my claim went in and every time either it doesn't even connect, or I get through and then it says the number isn't available and twice it's rang for 2 hours and then cut off.

I haven't had a reply from any of my journal messages on my UC account since 19th March. All I need to do is prove my savings and my housing costs - I wish I could submit these online. It's annoying as I put this through before the Covid lockdown and furloughs etc and still haven't heard a thing.

What a shame that they don't have a document upload facility which would save everyone a lot of time. When I do eventually get to speak to someone, do I just read them my savings numbers etc?