Still desperate for news as to whether my Income Support (3rd) claim has been processed yet, I phoned 0345 6088545, my call was answered after 4 minutes by “M” at Stockport Service Centre. She said a Decision was made yesterday to disallow my claim! The only notes that “M” could see on the system was that I didn’t satisfy the conditions of entitlement, (& I think she mentioned something about backdating too…).
I asked “M” to take a formal complaint from me. I said on Monday 31st October 2016 when I’d rang 0345 6088545, I’d asked for a Senior Manager to call me back. But Mr “K” had called me back from Handsworth Benefit Processing (DWP), and he wasn’t a Senior Manager. I had then asked Mr “K” to ask a Senior Manager to call me back, & he’d said he would ask his Line Manager to call me back. Suffice to say, I’ve received no further call back!
“M” also took my formal complaint that the Decision Maker had failed to call me as soon as they’d processed my claim & made their Decision, which I had specifically requested previously and a note had been put on their system to ensure I’d receive a call. Yet Decision Maker failed to call me. (It can take several days for a Decision letter to be sent & received by claimant, & time is of the essence).
“M” said I should receive a call back – I’m specifically requesting call back from a Senior Manager – by 9:26am tomorrow morning, to discuss my Income Support (3rd) claim. If no-one calls me by 9:26am tomorrow, I’ll ring DWP again on 0345 6088545, then I should receive a call back within just 1 hour.
As for my formal complaint, I should be contacted within 48hrs, though a fuller response can take up to 15 (working?) days. [Total of 26 minutes on phone]
I have had no DWP benefits now for 8 weeks! It was the DWP that advised me on 28th & 29th Sept 2016 that I was entitled to Income Support! Yet it’s taken over 1 month for them to now decide that I’m not entitled!
For the record, “M” at Stockport Service Centre was as lovely & helpful as she could be, given that my complaint is about the processing & decision making at Handsworth Benefit Processing Centre.