Missing a Universal Credit phonecall- is the advisor in the right or in the wrong here?

YellowLight

Hello

Im really not sure if this forum is a good place to post this, or if anyone can give any useful input.

This might be longish, but if anyone can give any useful input Id be grateful...

I claim the jobseeking aspect of universal credit (if thats the correct way to word it).

My advisor was due to ring me one day this week for a telephone review (this usually takes place every fortnight) at 12.00pm. From 11.50am that day I was sitting with my mobile to hand and I was in front of my PC with my UC journal page on screen in front of me.

I didn’t receive any call, a few mins later I refreshed the PC page and saw a journal note telling me I was marked as Failed to attend for that days appointment. The Failed to attend message, was marked as 12:02pm...the advisor was scheduled to phone me at 12:00pm.

I left a message on my UC account stating what had happened, my advisor told me (via messages the UC journal) he phoned me and left me a voicemail, I now need to complete task in my to do list stating why I missed the appointment.

A few mins later, on my smartphone, I received a notification stating that I have a new voicemail (but I did not receive any call nor does my phone show any missed calls from 11.50am onwards on that day). It was a voicemail from my advisor stating something like he was trying to call me, this will be marked as failed to attend, look at journal for further instructions re what happens next or something to that effect.

I assume the advisor only attempted to ring me once.

I filled in the task in the to do list re the missed appt, I just typed what happened and typed something like I imagine there may have been some technical issue why I didn’t receive the call.

The advisor posted a message saying this will be looked at and reviewed and it will be decided if action will be taken (presumably referring to sanctions) before any further appointments can be booked.

The advisor got back to me within the space of ten mins I think, stating no saction will be given, new appointment booked for me, this reason given for missed appt will only be accepted once.

I appreciate that advisor probably have a lot of calls back to back, some which could involve sorting out complex issues...but am I wrong to thing it would be reasonable for an advisor to phone at the appt time, if no answer, wait 5 mins (or maybe even just 3 mins) then ring again…and ONLY THEN, mark this as failed to attend?

If the advisor did that, I suspect I wouldve received the call 2nd time and neither me nor the advisor wouldve went through this rigmaroll...the advisor now has to phone me next week when they coudve got the thing over and done with if the phoned me a second time that day.

The advisor I have seems reasonable (based on previous dealings we have had), firm but fair, but Im just not sure what to make of this scenario.

Whats your take on this?

Thanks

(another point of interest...from what I can see, the UC account only gives the option for me to add one phone number, I had my mobile added. If it gave the option to add more than one contact number, I wouldve had my mobile and landline listed and the advisor couldve tried my landline after one attempt on mobile number...but would they even do that or would they  just give a failed to attend after one attempt on one number)

Spoonie_Turtle

I can't advise whether the work coach should have tried again or not, but on the technical side of it, if your phone not ringing or alerting for a call happens once, it's almost certainly going to happen again.  A family member had problems with that for months, and unfortunately only solved it by using a different phone. 

If the work coach has advised the reason will only be accepted once, I'd be looking at making arrangements to be able to use a different phone for the next arranged appointment.  Perhaps even sending a journal message asking them to phone on your landline, and giving them your number?  I don't know if they're allowed to do that, some members here have frontline experience and will know.

YellowLight

Spoonie_Turtle said:

I can't advise whether the work coach should have tried again or not, but on the technical side of it, if your phone not ringing or alerting for a call happens once, it's almost certainly going to happen again.  A family member had problems with that for months, and unfortunately only solved it by using a different phone. 

If the work coach has advised the reason will only be accepted once, I'd be looking at making arrangements to be able to use a different phone for the next arranged appointment.  Perhaps even sending a journal message asking them to phone on your landline, and giving them your number?  I don't know if they're allowed to do that, some members here have frontline experience and will know.

I probably will change the number listed on my UC account to my landline rather than mobile.

I would prefer the calls to be taken on my mobile, as its way clearer than my landline and I can attach external headset.

I am assuming in this circumstance it was a temporary moment of no network signal which was why the call didnt get received by me...unless it couldve been something wrong on the advisor's side...(I suspect its been my network signal).

Like I say, its a pity theres no option to list both numbers.

Ive worked in a call centre/retail roles in the past and Ive used various different software systems and there has always been the option for adding a customer's mobile and landline. Then again even if the UC account had that option, would the job advisor just ring on one then give a Failure to attend straightaway if no answer.

The main issue im thinking about is the ring once then straight to giving a 'failure to attend' behaviour...

I suspect advisors are possibly busy with calls back to back, some one which may be lengthy and complex...BUT even still I think its a bit harsh to not give a claimant a few mins if they dont answer, then phone again before giving a 'failure to attend'. I can imagine various scenarios where someone through no fault of their own might not get to the answer it on the first occasion sometimes... I dont know if they have a policy as such for this scenario but if I made the rules I suspect Id be in favour of: phone once, if no answer try again 3-5min later and if no answer the second time leave voicemail if possible then mark it as failure to attend.


I have spoken to this advisor in the past and Ive always received the call with no probs that I can remember.

thanks for your input

Robbie64

Just to be on the safe side, check your phone settings to make sure you haven't turned off sound. If I place my mobile against my ear (I prefer to use the speaker phone at home but have to place the phone against my ear when outside) I sometimes cause the phone shortcuts to appear (by my ear swiping down on the home screen) and I sometimes either knock the torchlight on or knock the phone to either vibrate or silent.

tomtom256

So sounds like your signal dropped and call went straight to voicemail. Normally they would try again, maybe they had tried a few times and it kept going to voicemail.
Novel idea, but why not send a journal message with your landline number on it, advising that if they get no answer from the number held on your account, to ring that number. A little out there I know, but that's what the journal is kind of for.

marmite1979

Your phone settings might not be accepting the number the advisor rings from the same happens with my phone from government departments, hospitals and other that either have certain codes or withhold their numbers it sends those calls straight to voicemail or blocks them.
Add the number to your phone numbers list and this may remove it from security or spam call settings you don't know you have.
Alternatively give your landline as you don't want to risk being out of signal next time they ring or sit in the JC next time they call.

YellowLight

marmite1979 said:

Your phone settings might not be accepting the number the advisor rings from the same happens with my phone from government departments, hospitals and other that either have certain codes or withhold their numbers it sends those calls straight to voicemail or blocks them.
Add the number to your phone numbers list and this may remove it from security or spam call settings you don't know you have.
Alternatively give your landline as you don't want to risk being out of signal next time they ring or sit in the JC next time they call.

I have considered the possibility of the number being blocked but I dont think thats the case as Ive received calls from the advisor before...unless they use different numbers from time to time...but even still I dont think I have any blocking settings active

I prob will give the landline number (and check for any call blocking settings) and remove the mobile no (it only lets you add one number from what I see).

Ideally for me, the UC account would let me add both landline and mobile.

Im still a bit concerned, Im wondering was the advisor in the right to only ring once then give a fail to attend...

Thanks for your insight

The big issue on my mind though is...was the advisor in the right to not try and phone me a 2nd time before marking it as failed to attend...

Its very unlikely for me, but I could miss the landline call, I wonder should the advisor not have tried twice spaced maybe 5 min apart before marking it as failed to attend. 

YellowLight

tomtom256 said:

So sounds like your signal dropped and call went straight to voicemail. Normally they would try again, maybe they had tried a few times and it kept going to voicemail.
Novel idea, but why not send a journal message with your landline number on it, advising that if they get no answer from the number held on your account, to ring that number. A little out there I know, but that's what the journal is kind of for.

I was thinking of doing that OR updating the UC account with my landline number then leaving a journal message with my mobile number asking if they could call that if they get no reply from the landline.

Its prob safer for me to do the second one as my landline wont drop signal making the call be missed.

BUT:

2 thoughts re your suggestion:

* maybe they will be stingey and say ''i can only call the number listed/its procedure to only call the listed number''
* as time goes on, that journal message will not be at/near the top for the advisor to see.

Thanks for your input

NedS

YellowLight said:

marmite1979 said:

Your phone settings might not be accepting the number the advisor rings from the same happens with my phone from government departments, hospitals and other that either have certain codes or withhold their numbers it sends those calls straight to voicemail or blocks them.
Add the number to your phone numbers list and this may remove it from security or spam call settings you don't know you have.
Alternatively give your landline as you don't want to risk being out of signal next time they ring or sit in the JC next time they call.

I have considered the possibility of the number being blocked but I dont think thats the case as Ive received calls from the advisor before...unless they use different numbers from time to time...but even still I dont think I have any blocking settings active

I prob will give the landline number (and check for any call blocking settings) and remove the mobile no (it only lets you add one number from what I see).

Ideally for me, the UC account would let me add both landline and mobile.

UC uses the number listed on the account for TXT notifications, so I would leave that as your mobile number, unless you'd prefer to receive email notifications. You should be able to ask your work coach to make a note of your landline number, and ask them to also try this number when calling you. They can note this number on your claim. Not foolproof, but an option for you to consider.

NedS

YellowLight said:

Im still a bit concerned, Im wondering was the advisor in the right to only ring once then give a fail to attend...

Thanks for your insight

The big issue on my mind though is...was the advisor in the right to not try and phone me a 2nd time before marking it as failed to attend...

Its very unlikely for me, but I could miss the landline call, I wonder should the advisor not have tried twice spaced maybe 5 min apart before marking it as failed to attend. 

The requirement is for the claimant to attend and fully participate in the meeting, therefore there is an expectation that the claimant will be ready and waiting to take the call. To demonstrate that you were ready and waiting for the call, I would immediately post to your journal - "I was expecting your call but my phone never rang, are you able to try again?"
Then if it gets sent to a decision maker, they can clearly see that you were expecting and ready to take the call. You can't do more than that. As others have said, if this becomes a reoccurring issue, you may need to find a more reliable way to engage with your work coach, be that providing your landline number, attending face to face appointment or video calls (also an option if you have a more reliable internet connection).

marmite1979

You should request all calls to your landline and if you're not there i.e., out looking for work then make a note in your journal explaining you may not be available at the appointment time you then have good reason to have missed the appointment. Alternatively seek appointments in person at the JC.