Contacting DWP by email for Pension Credit 27 August 2022 at 8:34AM in Benefits & tax credits 11 replies 625 views

Murphybear

Hi

I applied for Pension Credit online a few months ago and received an email from them saying I would hear by 17th August and to contact them if I hadn’t heard.  I couldn’t get through on the phone and looked for an email address but there doesn’t appear to be one.  I understand there is a massive backlog.

my question is why can they email me but I cannot email them?

Rubyroobs

I've not had any problem getting through to them this week. What number are you calling?

sheramber

Because they don't want spam emails.?

For security?

Alice_Holt

"my question is why can they email me but I cannot email them?"


OP -  here are some more suggestions for you:

Not having the staff members or organisation to monitor emails ?

Data protection issues (is email secure?) ?

Difficulties (and inefficient use of time) in contacting customer by phone to clarify issues raised in their email ?

Murphybear

Thanks everyone 

Robbie64

I don't think the DWP legacy benefits system (including Pension Credit) is set up for incoming emails.

The backlog of Pension Credit claims is shocking though. I'm surprised the likes of site founder Martin Lewis hasn't picked up on this and holding Government ministers to account.

Murphybear

Robbie64 said:

I don't think the DWP legacy benefits system (including Pension Credit) is set up for incoming emails.

The backlog of Pension Credit claims is shocking though. I'm surprised the likes of site founder Martin Lewis hasn't picked up on this and holding Government ministers to account.

Totally agree.

I have been looking at rightsnet site and some of the advisors have horrifying tales of this issue.  From what I have read the DWP had a big campaign in June to encourage Pensioners to apply for PC and they got far applications than they were expecting.  

calcotti

Murphybear said:

I have been looking at rightsnet site and some of the advisors have horrifying tales of this issue.  From what I have read the DWP had a big campaign in June to encourage Pensioners to apply for PC and they got far applications than they were expecting.  

The delays on processing PC predated the June campaign. Completely daft to do the campaign without dealing with the backlog first,

Murphybear

calcotti said:

Murphybear said:

I have been looking at rightsnet site and some of the advisors have horrifying tales of this issue.  From what I have read the DWP had a big campaign in June to encourage Pensioners to apply for PC and they got far applications than they were expecting.  

The delays on processing PC predated the June campaign. Completely daft to do the campaign without dealing with the backlog first,

The whole thing sounds a bit crazy.  Can we assume they didn’t take on any extra staff to deal with it?

pickledonionspaceraider

My Dad applied about four months ago, too

calcotti

pickledonionspaceraider said:

My Dad applied about four months ago, too

Many claims are taking up to 6 months (some longer).