Warm Home Discount Broader Group (Scotland) DWP Criteria problem.

[Deleted User]

Yes, Yamor.  I am eligible because of Octopus's Broader Group criteria.  Even so - they needed DWP to confirm my low income and DLA.  DWP (Kerry) insisted I was not eligible because I was not in receipt of the means tested Pension Credit.  After that anything I tried to say seemed to be futile.  It seemed certain that they were not going to verify anything.

Thank you for replying.

[Deleted User]

Thank you very much both Jyana and Spoonie_Turtle.  I am sure you are both right.  The problem I experienced was as if  "The shutters came down" once I tried to explain that Octopus did not require a means tested benefit - for me it was confirmation of my low income and DLA.

Kerry was adamant that the means tested benefit: " Savings Pension Credit" was essential and, therefore, I was not eligible for The Warm Home Discount Broader Group Scotland.  They would not verify my information needed by Octopus:  Low income of less than £18,723 and DLA.

Thinking on it now, it was silly to be so upset about it, but Kerry really did insist, several times, that I was not eligible and that I just did not want to hear it and her manager was right.  Because I was not in receipt of the stated means tested benefit they would not verify my information to Octopus.  Although I was not rude I really felt quite stressed, as if not being heard.  It was a bit like a brick wall because I was not able to speak to the manager and there was no email.  Maybe I just have to accept that DWP are able to do this.  I would struggle to 'phone the DWP number again - i really did find it quite stressful.  If it had been an option I would have tried to email them to explain.

The positive thing is that Octopus really helped and were understanding.  Although this is likely to cause a delay I think Octopus will probably accept the information they have - copies of my Pension and DLA awards as they have done on two previous years.  There were 9 documents in all including 5 DLA pages, my State Pension, my birth certificate and other documents Georgie from Octopus thought would be helpful.  I was pleased that she completed the form on my behalf and uploaded the 9 documents.

Once again - thank you all very much for your replies.

Jyana

Before the criteria changed for applications in England and Wales, being on a low income and on DLA was one of the Broader Group measures I applied under myself one year. So I know it's not something that that should be that unusual to anyone with a bit more experience.

Hopefully you can get either the DWP to just confirm your DLA, which is all they need to do. (You could try forwarding the screen shot from the Octopus site, on the previous page here, which shows that they also use low income and not just income based benefits) Or you can get hold of someone at Octopus who will be willing to resend the request stating that's the information they are specifically after only. 

[Deleted User]

Thanks very much Jyana.  I think there has been some confusion since the system between England and Scotland changed.  Both Kerry and her manager at DWP did not seem to know the differences.

Having slept overnight, I'm kind of getting over it now although the lady at DWP's manner really was not all that nice:

"It is upsetting when DWP have a different Warm Home Discount (Broader Group) Scotland Criteria from the Government Website and from Octopus themselves.  There was nothing more I could do because Kerry said that I just did not like what I was hearing.   was not rude at all, just quite upset, when Kerry, several times, insisted that I was not eligible and that I just did not like what I was hearing.

I am very grateful for the help and reassurance given by Octopus Energy but I was upset in case it looked as if I was trying to cheat."

sheramber

The problem may lie is what Octopus have asked DWP to confirm.

Have they asked only for DWP  to confirm DLA since that is all they can do.  DWP cannot confirm you have low income as you may have a private pension or other source of income that they know nothing about

Or have Octopus sent an officlal enquiry form which relates to English eligibility.

[Deleted User]

Thank you sheramber..  I telephoned the same DWP number this morning (0800 731 0469) and, after a stressful conversation with a different advisor (Rebecca this time)  she  gave me a telephone number to call and told me that "they" would be able to verify my information. (Octopus know that my application is for The Broader Group Scotland and they have been very reassuring confirming this.)

This morning was a number I had called previously in error (0800 0309 322) and was for England and Wales and did not deal with anything to do with The Warm Home Discount Broader Group Scotland.

When I tried to explain this the lady (that I had previously been in touch with this DWP Department, she was not hearing what I was saying and when (maybe a bad decision)) I asked who I could contact in DWP to complain to - I was abruptly cut off.

sheramber

Octopus need to chase this up with DWP, as it is their system which is causing the problem.

[Deleted User]

Complaining about the DWP telephone staff behaviour.

I received notification this afternoon that my application details had been verified and that Octopus would be in touch.  Very shortly after this I received an email from Octopus confirming that my application for The Warm Home Discount (Broader Group) Scotland had been approved.

I am hugely grateful to be receiving £150 into my Octopus Energy account towards fuel costs.  This process has been upsetting  - not because of any  Octopus Staff - but by the way two DWP staff treated me.  Although I have tried I have not been able to find a link (other than a postal address) to submit a complaint to The DWP about the way their staff treated me.

I am not complaining about the Warm Home Discount (Broader Group) Scotland process.  I have thought about it and I want to complain about the (I believe) shameful way the two DWP Staff members treated me on the telephone.

I telephoned on the same contact telephone number (0800 731 0469) and, this time, was helped straight away by a very knowledgeable lady.  She accepted my complaint verbally and was referring it to her Manager this afternoon.  I was told to expect a call within 48 hours.

I am very upset about all of this and, if my complaint is upheld, it will give me no pleasure if the two members of staff have to face consequences.  I have told the truth and there is no reason why my complaint should not be upheld. 

I don't feel good about any of this and, although it is not my main reason for complaining, I also hope that the two members of staff will, in future, deal more professionally and more sensitively with members of the public.

[Deleted User]

UPDATE:  No one from DWP telephoned me after 48 hours and I telephoned again.  This, fourth lady, could find nothing about the complaint and I had to start all over again.  It was a struggle and I am now back to waiting, from yesterday afternoon, another 48 hours (not including weekend days, for a Manager to phone me back.

Still no call back from a DWP Manager.  I telephoned again yesterday and only option was to request, third time, call back from a Manager in 24 to 48 hours.  This DWP Agent was understanding and helpfull.  Gave me only other option and address to write and submit information in a letter.  The Agent kindly advised it was a Free Post address.

[Deleted User]

Re Formal Complaint to DWP about the way their staff treated me - 5 telephone calls.

Any help with this will be appreciated, thank you very much. 

After five (all unsuccessful) telephone calls to DWP I, as a last resort, complained to the address I was eventually given, on request, to write to DWP by way of a regrettable formal complaint.

I wrote, complaining formally, on 12 December 2023 and, so far, I have received no acknowledgement from DWP and no subsequent communication from DWP about my written complaint.

It does not seem possible to complain in any other way.  Apart from resending my written complaint from 12 December is there anything else I can do to have my (definitely last resort) complaint addressed by DWP?  My five telephone calls, before complaining in writing, have all been futile.

I don't know what to do next. and will be really grateful for any guidance, thank you.

I have posted this on the Praise, Vent and Warnings Forum in case it is a more appropriate to ask.  If not, would you please let me know, thank you?