Distressing UC migration situation (from IR ESA)

LonelyFatGuy

Received my migration letter.  Made my claim on Thursday.  Their website for whatever reason rejected my Northern Irish driving licence info.  (UC ignore my question when I ask them if this is a known problem that is affecting every resident of NI, and I've asked twice so far)

As a result of their website rejecting that piece of info, they started making telephone appointments for some kind of 'biographical' interview where they attempt to establish my identity.  Of course I pointed out to them the website error, which they acknowledged the occurrence of.  I also of course pointed out that I am a long-term ESA claimant, and that I was claiming the benefit as a result of the letter they sent to my home address, where I have lived for 21 years, to which the reply came "The fact that you were/are on other benefits doesn't mean your ID for UC is automatically verified", which of course is very unhelpful and inefficient.  So these departments refuse to talk to each other or exchange information...?

I have made them aware of my fragile mental state, and informed them that I am not comfortable speaking on the phone, or attending their office, to which they made the bizarre offer of a home visit.  If I'm uncomfortable with the first two options, why do they think I would tolerate them coming to my home...?

I offered them photos of any necessary identification documents, which they declined.  I then just typed my driving license number, passport number, and birth certificate number into my 'journal', which they have completely ignored in favour of offering me their three options again (telephone call, office visit, or home visit)

So I seem to be in this bizarre situation where their website failed me, they appear to be refusing my details when submitted to my journal (which of course, would be the exact same info they would attain in a phone call), and I feel 1)  discriminated against because I live in Northern Ireland / hold a Northern Ireland driving license, and 2)  they are not taking my mental health into consideration, or being reasonable at all for that matter.  I have provided the necessary information;  what is their obsession with trying to get me on the phone...?

If you've read this far, my actual questions are - what can I do about this, to whom do I complain about how this is being handled, and on what legal basis can they possibly ignore the fact that I have provided the required ID information in my 'journal'...?  I have complied to the fullest of my ability, given my various mental and physical impairments, and now I need help.

Thanks.

marcia_

LonelyFatGuy said:

Received my migration letter.  Made my claim on Thursday.  Their website for whatever reason rejected my Northern Irish driving licence info.  (UC ignore my question when I ask them if this is a known problem that is affecting every resident of NI, and I've asked twice so far)

As a result of their website rejecting that piece of info, they started making telephone appointments for some kind of 'biographical' interview where they attempt to establish my identity.  Of course I pointed out to them the website error, which they acknowledged the occurrence of.  I also of course pointed out that I am a long-term ESA claimant, and that I was claiming the benefit as a result of the letter they sent to my home address, where I have lived for 21 years, to which the reply came "The fact that you were/are on other benefits doesn't mean your ID for UC is automatically verified", which of course is very unhelpful and inefficient.  So these departments refuse to talk to each other or exchange information...?

I have made them aware of my fragile mental state, and informed them that I am not comfortable speaking on the phone, or attending their office, to which they made the bizarre offer of a home visit.  If I'm uncomfortable with the first two options, why do they think I would tolerate them coming to my home...?

I offered them photos of any necessary identification documents, which they declined.  I then just typed my driving license number, passport number, and birth certificate number into my 'journal', which they have completely ignored in favour of offering me their three options again (telephone call, office visit, or home visit)

So I seem to be in this bizarre situation where their website failed me, they appear to be refusing my details when submitted to my journal (which of course, would be the exact same info they would attain in a phone call), and I feel 1)  discriminated against because I live in Northern Ireland / hold a Northern Ireland driving license, and 2)  they are not taking my mental health into consideration, or being reasonable at all for that matter.  I have provided the necessary information;  what is their obsession with trying to get me on the phone...?

If you've read this far, my actual questions are - what can I do about this, to whom do I complain about how this is being handled, and on what legal basis can they possibly ignore the fact that I have provided the required ID information in my 'journal'...?  I have complied to the fullest of my ability, given my various mental and physical impairments, and now I need help.

Thanks.

 Given they have not immediately closed your claim and continue to offer ways to prove your identity they are making adjustments and taking into account your mental health problems. 

 Is there nobody who can support you with a home or office visit? 

huckster

A biographical phone ID appointment would only take about 10 minutes.

They will ask you questions based on the information held about you.

Universal Credit is just following the process they have in place, after online ID process has not worked.

If you struggle as much as you say in your post, you may wish to look into having a personal or corporate appointee act for you in dealing with any future benefit issues.

M25

You just need to do a tiny bit more to help yourself.

You posted here which a lot of people couldn't do so that's a good step.

Get the ID telephone call done it's essentially a one way chat and you will have very very few responses. The person calling will also have read the notes. There may be another -even shorter- call with them reading through your new claim information too.

Get it done.

And remember we don't have driving licenses in the UK it's a driving licence.

Good luck.

iklepig

We had a similar situation re: ID. .online failed to accept perfectly bone fide ID. We didn’t have any extra. Similar situation in terms of mental health issues with added physical disabilities. Home visits (which we would it want) had a 3 month backlog and they’d only give us a month to produce ID/have a face-to-face biographical history appointment.  We made the same comments about “but you’ve been writing to us at the same address since 1998”. We were told we MUST have this ID check regardless. No other options or have the claim closed (and ESA would also stop). Was an absolute nightmare to get OH to the DWP office in a borrowed wheelchair. He’s housebound normally in bed. We got him there he answered 3 or 4 basic questions (former adress from thirty years ago), date of birth, national insurance etc. that was it and they let us go. 

Not at all happy at the effort it took to get him out of bed, dressed, taxi and wheelchair for a few minutes Maximum. Nevermind the distress it caused. 

In summary, complain all you like, they just shrug their shoulders and ultinately tell you that you must. If you don’t, ultimately the claim gets closed. Sorry but even in our situation that’s what we had to do. Even the DWP guy we saw apologised perfusely and kept it as brief as possible but it had to be done. 

LonelyFatGuy

iklepig said:

We had a similar situation re: ID. .online failed to accept perfectly bone fide ID. We didn’t have any extra. Similar situation in terms of mental health issues with added physical disabilities. Home visits (which we would it want) had a 3 month backlog and they’d only give us a month to produce ID/have a face-to-face biographical history appointment.  We made the same comments about “but you’ve been writing to us at the same address since 1998”. We were told we MUST have this ID check regardless. No other options or have the claim closed (and ESA would also stop). Was an absolute nightmare to get OH to the DWP office in a borrowed wheelchair. He’s housebound normally in bed. We got him there he answered 3 or 4 basic questions (former adress from thirty years ago), date of birth, national insurance etc. that was it and they let us go. 

Not at all happy at the effort it took to get him out of bed, dressed, taxi and wheelchair for a few minutes Maximum. Nevermind the distress it caused. 

In summary, complain all you like, they just shrug their shoulders and ultinately tell you that you must. If you don’t, ultimately the claim gets closed. Sorry but even in our situation that’s what we had to do. Even the DWP guy we saw apologised perfusely and kept it as brief as possible but it had to be done. 

Thanks for your reply.

I guess if the ID in question was a Northern Ireland driving licence you would have already mentioned that...?

Randomreader

NI driving licences are in a different format to rest of UK and the UC system is not set up to recognise them.  It’s the same with insurance comparison sites which say you may get better prices by providing licence number but then doesn’t recognise it, totally infuriating.  

If you could arrange a phone call when you have someone with you then, after you pass security (you must do that bit yourself), you could get  them speak to UC staff member on you behalf.  

Muttleythefrog

As above... this is one to chalk up... their systems lacking incompatibility at moment probably... yes there are probably better ways to use and share information too..  but once ID dealt with you have a benefit that actually could be quite useful to you in format with journal as main method of communication and function. Once done it is done and if you face any standard reviews ('to see if we are paying you the right amount of UC') in future (as many of have in recent times) you should be able to simply upload documents and photos you can get for ID evidence/finances.

"...informed them that I am not comfortable speaking on the phone, or attending their office, to which they made the bizarre offer of a home visit.  If I'm uncomfortable with the first two options, why do they think I would tolerate them coming to my home." - for some it may be the better option.. mental illness is complex as a whole consideration and they simply will not have the knowledge, responsibility or expertise to direct other than as options.

iklepig

LonelyFatGuy said:

iklepig said:

We had a similar situation re: ID. .online failed to accept perfectly bone fide ID. We didn’t have any extra. Similar situation in terms of mental health issues with added physical disabilities. Home visits (which we would it want) had a 3 month backlog and they’d only give us a month to produce ID/have a face-to-face biographical history appointment.  We made the same comments about “but you’ve been writing to us at the same address since 1998”. We were told we MUST have this ID check regardless. No other options or have the claim closed (and ESA would also stop). Was an absolute nightmare to get OH to the DWP office in a borrowed wheelchair. He’s housebound normally in bed. We got him there he answered 3 or 4 basic questions (former adress from thirty years ago), date of birth, national insurance etc. that was it and they let us go. 

Not at all happy at the effort it took to get him out of bed, dressed, taxi and wheelchair for a few minutes Maximum. Nevermind the distress it caused. 

In summary, complain all you like, they just shrug their shoulders and ultinately tell you that you must. If you don’t, ultimately the claim gets closed. Sorry but even in our situation that’s what we had to do. Even the DWP guy we saw apologised perfusely and kept it as brief as possible but it had to be done. 

Thanks for your reply.

I guess if the ID in question was a Northern Ireland driving licence you would have already mentioned that...?

Whether or not it was a Northern Ireland driving licence is irrelevant. What it was was ID that should have been accepted (according to the DWP list of accepted forms of ID) but the online system didn’t accept it for some reason. 

There was no getting away from a physical check. I couldn’t even go on OH’s behalf. OH had to be present and he had to answer a few minimal questions. No getting away from it. Maybe they were just checking he was alive and I wasn’t claiming for a dead husband! Who knows?
I objected to the effort it took for a pointless ID check but ultimately they hold all the cards. You can object to the ID check if you like but there’s some battles you can’t win. 

CosmoChic

I find it bizarre you find the offer of a home visit to be bizarre.

It's an obvious solution for some people who have difficulties leaving home and/or telephone contact.

My brother recently had a home visit for those specific reasons.  It was straightforward, when the DWP Officer arrived, my brother said 'Hi' to them, went to his bedroom, and I took the Officer through my brother's documentation.

Nothing bizarre at all.

huckster

Surely most people would expect any Government department paying out tens of billions to conduct sufficient ID checks..

With 8 million people claiming UC this beginning ID check won't be the last interaction you have with UC. There are regular review checks being completed as part of receiving UC. At any time you could be contacted and asked for relevant information to support your claim entitlement.

Gone are the days where benefits just pay out with very little contact. UC as a modern benefit on a modern IT system, enables UC to complete review processes as required.

What people will need to ensure is that where appropriate, appointees are assigned and registered with DWP to assist with ongoing benefit processes. And full details of all accessibility and reasonable adjustments requirements are registered with UC, with no assumption that ESA were aware of these and UC should have this information. UC will probably not have the information unless you have told them.