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Girlfriend just had BIZARRE phonecall to DWP

PIPnewbiePIPnewbie Member Posts: 268 Pioneering
As some know, she called for her assessment report yesterday for the second time, to which she was told they don't send out assessment reports any more, etc.

She just called again, and it's the same time of day as yesterday (as soon as the line is about to close), and she is utterly convinced it was the same guy she spoke to yesterday, who told her she has to wait until it's sent with the award/decision letter.

This is how the conversation went:

Him: Phone number?
Her: *gives phone number*
Him: Any other benefits?
Her: Yes
Him: Phone number?
Her: *gives phone number again*
Him: System is slow
Her: *silence*
Him: Phone number?
Her: *gives number yet again*
Him: Unfortunately we don’t send out the report until a decision is made as we don’t want to mislead you in any way...

(This is where his tone of voice changed stern and snappy, then said)

Him: ...actually, a decision was made this afternoon so I’ll get one in the post for you thanks.
Her: Thank you
Him: What is your address?
Her: *Gives address*
Him: Phone number
Her: *gave number one final time
Him: I’ll get it straight out to you
Her: Thanks

What was that about?!

Replies

  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    If a decision was made this afternoon then it takes about 24 hours to transfer from one computer to another. Ring again tomorrow early afternoon and ask if a decisions been made, if it has they'll tell her. If a mobile number was added to the form then they usually send a text when they have all the information they need to make a decision.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • PIPnewbiePIPnewbie Member Posts: 268 Pioneering
    edited October 2018
    If a decision was made this afternoon then it takes about 24 hours to transfer from one computer to another. Ring again tomorrow early afternoon and ask if a decisions been made, if it has they'll tell her. If a mobile number was added to the form then they usually send a text when they have all the information they need to make a decision.

     So even though he said a decision has been made and he'll send it out in the post straight away, it's best to call again?
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    Yes, to ask what the decision is if it's been made they will tell you over the phone. You could have asked today.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • PIPnewbiePIPnewbie Member Posts: 268 Pioneering
    Yes, to ask what the decision is if it's been made they will tell you over the phone. You could have asked today.
    I thought they couldn't tell you over the phone what the decision is, just that it's been made?
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    I have no idea who told you that but it's definitely not correct.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • YadnadYadnad Posts: 2,856 Member
    I have no idea who told you that but it's definitely not correct.
    probably the DWP again!!
  • PIPnewbiePIPnewbie Member Posts: 268 Pioneering
    I have no idea who told you that but it's definitely not correct.

    So they can say you’ve been awarded either component, and how many points scored?
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    They will tell you what the decision is. The award letter will tell you everything else.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • YadnadYadnad Posts: 2,856 Member
    They will tell you what the decision is. The award letter will tell you everything else.


    Things have then changed a lot. Years ago (ESA claim) they refused to discuss or disclose anything over the phone. You had to wait for the decision in writing.
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    Yes, they certainly have. Now that's no longer true, if a decision is made they tell you what it is, whether you're successful or not.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • YadnadYadnad Posts: 2,856 Member
    Yes, they certainly have. Now that's no longer true, if a decision is made they tell you what it is, whether you're successful or not.
    wow!! it's like ringing someone up and telling them of the death of a loved one if no award was to be made. I wonder if the DWP actually are trained as to how to deal with claimants if it is bad news? 
  • miilreefmiilreef Member Posts: 21 Connected
    I asked for the decision over the phone as it had been made. I was awarded 4 for care and 0 for mobility. 
    The person I was speaking to was very helpful and went through the decision with me. She indicated that she herself didn’t understand some of the report because it didn’t make sense and talked to me about requesting an MR.
    I would call back today and ask for the decision.
    I should add I had to go to Tribunal and went from 4 points to 29 points.
  • YadnadYadnad Posts: 2,856 Member
    miilreef said:
    The person I was speaking to was very helpful and went through the decision with me. She indicated that she herself didn’t understand some of the report because it didn’t make sense and talked to me about requesting an MR.
    So the DWP accepted that the report didn't make sense and was difficult to understand and presumably suggested that you should do a MR?
    Why didn't she contact the case manager that made the decision then and ask him/her to make sense of it? Do they really know what they are doing?
  • miilreefmiilreef Member Posts: 21 Connected
    @Yadnad I don’t think the call centre staff really have any insight into what goes on at the F2F assessments. The woman who I talked to said it made no sense that I had a Blue Badge but had been awarded no points for mobility.
    The decision maker at MR agreed with the F2F despite me pointing out the Blue Badge and medical supporting evidence.
    The Tribunal panel agreed it didn’t make sense and overturned the DWP decision.
    The application of a little common sense and a lot of time and taxpayer money could have been saved.
  • YadnadYadnad Posts: 2,856 Member
    miilreef said:
    @Yadnad I don’t think the call centre staff really have any insight into what goes on at the F2F assessments. The woman who I talked to said it made no sense that I had a Blue Badge but had been awarded no points for mobility.
    The decision maker at MR agreed with the F2F despite me pointing out the Blue Badge and medical supporting evidence.
    The Tribunal panel agreed it didn’t make sense and overturned the DWP decision.
    The application of a little common sense and a lot of time and taxpayer money could have been saved.
    I'll add a bit more - My wife also had a Blue Badge and had been assessed by an OT from Social Services to see what help she needed in the house. She is also in receipt of the highest rate (Care) of Attendance Allowance partly because she has difficulty walking/stumbling around indoors never mind outside.
    Yet her renewal for her Blue Badge was refused!

    So having/not having a Blue Badge is not acceptable evidence of difficulties in walking.

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