DWP performance - general question.

MrBrightside

Hello, just a thought (I'm new!), mainly for admins. / volunteers....

Does the DWP get criticised or rebuked for their performance? The application process is a disgrace, especially for vulnerable people (I'm not, I just have 2 chronic health conditions). Waiting up to an hour on the phone to speak to someone. Waiting 6/12 months for decisions. MR's that don't change. Etc., etc. I just read a post where an applicant was treated horribly, had to go all the way to tribunal, and then received 2 x enhanced! The fact they had to go through all that, for that length of time, is outrageous. Does the sitting tribunal criticise the DWP on their performance as part of their review of that case? Are all benefit applications as challenging as PIP? Are advocacy agencies like CAB, Scope, etc. campaigning against the DWP on our behalf? I fully understand why an applicant might give up at MR or before. The whole thing is not right. 

Cartini

I`ve had, and have, no issues with DWP.  Phone calls are (or rather have been) answered almost immediately.  My PIP application was straightforward and received the result in the time frame I was advised.  I went to MR for mobility but nothing changed - as I expected, so have now initiated tribunal proceedings. 

The "problem" with DWP is that the processes are decided at the top of the ladder and left for those at the bottom to implement and conduct.  I know there are horror stories on here about assessors and Decision Makers, but I believe a state of mind can misinterpret events.  That is, in no way whatsoever, a criticism of those who have mental health issues; I don`t have mental health issues (that I`m aware of) but do misinterpret situations because I`m impatient and can be a bit of a "hot head" at times.

Now compare the DWP against The Veterans Agency.  I receive a War Pension for which I now qualify for an additional allowance, an allowance that has taken over a year to approve and implement compared to the 5 months in which PIP was granted.

All organisations have their good and bad sides, but humans being humans only tend to concentrate on the bad.

poppy123456

I've never personally experienced any problems at all, with my claims or my daughters. Yes, backlogs can be rather long but when you take into consideration the amount of people that are actually claiming then i'm not surprised theres backlogs.

The pandemic has also increased those backlogs significantly. The country may have returned to normal but everything is far from normal. People are still catching Covid, some employers will not allow their employees to work if they test positive, so staff shortages do happen.

Getting through to DWP does sometimes take a while but i can't say i've ever have a problem. I think with them starting to send out more text messages when claimants are waiting for decisions may help with phone waiting times. Hopefully this will stop people ringing to ask questions like "has a decision been made yet" which does increase the waiting times for those that really do need to ring.

Girl_No1

My experiences with DWP have been positive and respectful.  Wait times are lengthy but when you do get through, I've found the call-handlers to be friendly, patient and willing to take time to ensure you understand the process.

I really do have empathy with DWP/HMRC staff, particularly at the moment.  They have been landed with a massive (Cost Of Living) exercise at short-notice and during peak annual leave season.  More work, less staff is difficult in any organisation, doubly-so in a public-facing organisation.

I'm pretty confident their patience will be tested by the number of people calling to find out why they aren't first in the queue for the CoL payments. 

A lot of people fail, in my experience, to understand not everyone can be first in the queue .... (for anything!)

Tori_Scope

You're not the only one to feel this way @MrBrightside Many people feel frustrated by the system, and have negative experiences. Many other people have positive experiences too, of course.

Are advocacy agencies like CAB, Scope, etc. campaigning against the DWP on our behalf?

We recently had a campaign called Benefits Without the Fight, which you might like to have a look at  

Did you watch the Channel 4 Dispatches episode about the Truth About Disability Benefits? It was a tough watch.

AndrewHall

MrBrightside said:

Hello, just a thought (I'm new!), mainly for admins. / volunteers....

Does the DWP get criticised or rebuked for their performance? The application process is a disgrace, especially for vulnerable people (I'm not, I just have 2 chronic health conditions). Waiting up to an hour on the phone to speak to someone. Waiting 6/12 months for decisions. MR's that don't change. Etc., etc. I just read a post where an applicant was treated horribly, had to go all the way to tribunal, and then received 2 x enhanced! The fact they had to go through all that, for that length of time, is outrageous. Does the sitting tribunal criticise the DWP on their performance as part of their review of that case? Are all benefit applications as challenging as PIP? Are advocacy agencies like CAB, Scope, etc. campaigning against the DWP on our behalf? I fully understand why an applicant might give up at MR or before. The whole thing is not right. 

To answer your main question. When I received a benefit claim form too complicated to complete, I just signed and date and sent it back to DWP saying I am too ill to complete the rest.  I can then explain myself better at the assessment. I don't have much luck with DWP because I normally get awarded at the Tribunal. 
For me, DWP is irrelevance and inconvenience.

AndrewHall

Biblioklept said:

AndrewHall said:

To answer your main question. When I received a benefit claim form too complicated to complete, I just signed and date and sent it back to DWP saying I am too ill to complete the rest.  I can then explain myself better at the assessment. I don't have much luck with DWP because I normally get awarded at the Tribunal. 
For me, DWP is irrelevance and inconvenience.

Which forms do you find too complicated? Not filling in the forms at all might be why you're having to go to tribunal  

I prefer going to the Tribunal, to be honest.  You will find people that emphatise with you. I skip DWP entirely by partially engaging with them.