Issues with UC call backs

Ms_Wheels

I have a UC phone claim, so I cannot submit anything directly into journal. I need to call the UC main number and request they add information or request call back from case manager etc. It is difficult to get through to UC, takes a long time, phone cuts off multiple times and there is great variation in how helpful I find the UC call center staff.

My 2nd AP ends on 6th. For my first payment of UC there were errors in calculations and I was advised this would be resolved by the 2nd payment. There was a lot of contact a few days after first AP ended (from case manager and job center) and I was advised it was being looked but might take a couple weeks and I would be informed.

I heard nothing, so phoned the UC on 20th Feb and a call back request made. No call back received.

I managed to get through to UC again on 2nd March. They advised the call back request on 20th Feb was not requested properly, so they put a new request through and advised I would be called by 3rd March 6pm. No call back received.

I called again yesterday and was told they cannot request another call back as there is one already in the system. I stressed that my AP ends on 6th and I had been attempting to speak to my case manager to ensure payment will be correct.

They have advised any miscalculations will be resolved with time, however it is not just affecting UC. Any errors with UC calculations also has an impact on council tax support.

Is there a way to get this escalated?

huckster

Go into Job Centre.

Register complaint via UC helpline

KxMx

If you are able to use the online service, then use this link to make a formal complaint

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

TimeLord1

When you call the main helpline today, do not simply ask for a "call back request." Because there is already one in the system, the standard agent's screen will often block them from adding another. Instead, use these specific terms:

Request an "Urgent Escalation" to a Team Leader: State that you have had two failed call-back promises (Feb 20th and March 2nd) and that your payment is due to be generated.

Mention "Vulnerability" or "Financial Hardship": If the delay is going to leave you unable to pay rent or essential bills, state clearly that you are in immediate financial hardship. This triggers a higher priority level in their system.

​Case Manager Handover: Ask the agent to send a "High Priority" message directly to your Case Manager's Team Leader.

tomtom256

Is there a reason you cannot change your claim to an online claim?

As you post here, you must have an email address and some digital capability, this would then resolve any potential delays.

NedS

https://forums.moneysavingexpert.com/discussion/comment/81911008#Comment_81911008

I too was wondering why it was a telephone claim when the OP clearly has digital access and capability.

UC claims are designed to be online, and are generally far easier to manage when online. You can go into the jobcentre and ask them to convert your claim to an online claim - you'll just need an email address that you can access and your mobile phone to receive txt codes.

May not help with this query, but will make it easier for you to manage things moving forward and will allow you to bypass the absolutely useless telephony service so worth it for that reason alone.

TimeLord1

I think a lot of people in lockdown ended up with telephone only account's when the process was being overwhelmed.

Ms_Wheels

Thank you all. Sorry it’s taken me this long to be able to update you.

TimeLord1, those phrases are helpful, thankyou.

I received a call back after my initial post. I was informed the issues will not be resolved before the next UC payment and therefore next payment would be incorrect too. I contacted job centre and they called back on the same day and advised they had raised a Mandatory Reconsideration on my behalf.

The DWP recommended a phone claim because I have several health conditions and disabilities which make maintaining an online claim difficult. Sadly it’s not just a case of whether I can use a computer / have digital access, there is an issue with how my adaptations work with the UC system and how often my health conditions/disabilities allow me to have enough function to complete the task.