UC: Do I need to report an increase in my work pension?

TimeLord1

Totally agree, Robbie; it seems the AI response and requests are overriding a human agent or job center response in determining if it can just wait. And I think it's a new stance or less staff. I think I had replies within hours last year to any queries.

Robbie64

https://forums.moneysavingexpert.com/discussion/comment/81992271#Comment_81992271

Agree with the quick response last year. When I was migrating from IR-ESA to UC in May 2025, I asked a question on my Journal and received an answer within less than 24 hours. It's probably just a lack of staff meaning that it's impossible to answer every query. Hopefully the entries are being read though.

The DWP is trying to change claimant behaviour, by ensuring that claimants timeously report changes by encouraging the correct sort of behaviour. If the claimant isn't getting any feedback from the DWP and is left feeling confused or uncertain, then claimant behaviour will be to just shrug the shoulders and think "why bother?".

huckster

DWP are not recruiting very much, particularly for AO Case Managers. The reason is that DWP plan to save xx % through improvements to processes making more of them automated.

The other factors at this time of year are increase in journal messages in regard to rent changes, rate increases and removal of 2 child cap. Some of which increase the amount of manual processes requiring action. Due to many changes to social rented sector landlords with various mergers taking place around the country there have been issues with the verification process of rent increases, causing more work.

Robbie64

I've just checked my latest UC statement which was generated this morning - and it includes a deduction for the old amount of my works pension. I knew the new amount wasn't going to be deducted. I've sent another message to inform them of the increase in my Civil Service Pension with a genle reminder that i'd already informed them of this.

Also, last month the wrong amount of ESA was deducted, in common with many other people who receive ESA, due to what must be a system error caused by the annual uprating of benefits (less than half of the monthly ESA amount was deducted). My latest statement includes a deduction for "Other DWP benefits recovery". However, i had no letter or communication to inform me that a deduction was to be made. I am aware that I was overpaid so this needs to be paid back but should I not get some sort of letter to inform me of this with some sort of option for repayment? I'd put the money to one side and wanted to pay it all back in a lump sum. The lack of communication from the DWP is astounding.

FIREDreamer

https://forums.moneysavingexpert.com/discussion/comment/81983533#Comment_81983533

Unlikely. Doesn’t UC cease at state pension age?

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/82008429#Comment_82008429

Not for mixed aged couples.

Robbie64

I got a reply to my Journal message. My pension amount has been updated and a new statement produced. I will have another change to my monthly pension to report next week (the annual increase takes effect from 6 April of each year and as my works pension payment each month covers a calendar month, it means that my pension amount increases in both April (6th to 30th April) and May (for the entire month) of each year.

I'll wait until I get my UC payment next Thursday and will phone Debt Management to pay the outstanding amount of the overpayment which was generated for last month re: under deduction of ESA. I don't want an overpayment being deducted for 17 further months as it will make my UC claim messy.

TimeLord1

I would phone Robbie, the journals are going unanswered lately probably lacking staff I suspect

Robbie64

https://forums.moneysavingexpert.com/discussion/comment/82008570#Comment_82008570

From what I've read in various boards, it's defintely down to staffing issues with each case manager having over 1,000 cases to look after. The problem is though, the Journal is still being sold by the DWP as the best way for a claimant to contact the DWP with the message being that it is a much preferred alternative to phone calls.

NedS

https://forums.moneysavingexpert.com/discussion/comment/82008570#Comment_82008570

The telephony staff are contracted out and are not trained UC agents, so cannot process any changes on your claim. All they can effectively do it take a message and pass on to your case manager to call you back, if a telephone call is required. Hence a written message on your journal is still the preferred method as a written record exists.