Not getting a reply via UC journal

Marsha2007

I'm trying to sort out my housing costs as I have been underpaid. I was sending messages on the journal at the beginning of the week which were being replied to. However, I've not had a reply since Tuesday, despite several messages being left. I rang the helpline on Thursday, which was pretty much a waste of time to be honest. This is my first month on UC. Is this normal to not get replies? What happens if they don't reply, what do you do then?? 

TheShape

Marsha2007 said:

I'm trying to sort out my housing costs as I have been underpaid. I was sending messages on the journal at the beginning of the week which were being replied to. However, I've not had a reply since Tuesday, despite several messages being left. I rang the helpline on Thursday, which was pretty much a waste of time to be honest. This is my first month on UC. Is this normal to not get replies? What happens if they don't reply, what do you do then?? 

Unfortunately, it has been my experience that journal messages are often ignored.

If you have an urgent query that you feel is being ignored you could raise a complaint.

https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

https://makeacomplaint.dwp.gov.uk/

huckster

Or visit your nearest Job Centre if urgent.

Newcad

When putting your message(s) on your journal which section are you putting them under? The bit where it asks what your message is about.

The wisdom is that putting your message under "A Payment" or "A Service Issue*" gets it directed to your Case Manager, whereas the others direct it to your Work Coach, and those with LCWRA don't have a Work Coach for it to go to.

Of course it could be that whoever was answering your messages CM or WC tmay have been off sick, or assigned to something else, and so they haven't seen your latest messages?

* I believe that "A Service Issue" has been removed from the available options for some reason.
(Maybe they were getting to many complaints about the service?)

8dayweek

What specifically is incorrect about your Housing Element? Maybe we could help?

poppy12345

8dayweek said:

What specifically is incorrect about your Housing Element? Maybe we could help?

OP previous thread here which explains. https://forums.moneysavingexpert.com/discussion/6586852/housing-allowance-on-uc#latest

It would have been better to have asked this question on that thread above, rather than start another because it's easier for members who are trying to advise. 

Marsha2007

I started a new thread as it was just a query as to how long they take to reply. I know what the issue with the housing costs is... The housing association kept ticking the wrong box (3 times) which then causes the housing costs to be calculated wrongly. The HA has said they've done it, but I've not had to confirm it like I did on the other three times so don't know if it's done or not. Obviously only UC can tell me that, but they're not replying. When I rang, she told me to put a message on the journal. So I was just wondering, as this is my first month, how long it takes. They were replying pretty quickly at the beginning of the week, so I must have been lucky!

I'm sorry if I should have started a new thread. Apologies. 

born_again

Last general query in our journal took 28 days to respond.
Not that I was bothered about a quick reply.🤷‍♀️