Advice

beetlegirl_21
beetlegirl_21 Online Community Member Posts: 2 Listener
in Universal Credit (UC)

Hi,

I was looking for some advice please thank you in advance

Back in May 2025 my son attended a work capability assessment and in June 2025 I called UC to enquire about the outcome I was informed that he had been awarded LCWRA and back payment would be made he has yet to receive this decision letter we have been asking for months now as in November they have now says on his journal it was LCW so I questioned this and there response was the people that take the calls are not knowledgeable and they are sorry if the information that was given was wrong im so shocked to this response So my question is can they change this after confirming when payment will be?As I feel they aren't being truthful and that is why they aren't giving the decision letter what is my next step please.

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Comments

  • Kimi87
    Kimi87 Online Community Member Posts: 7,894 Championing
    edited December 15

    Unfortunately the UC helpline is the equivalent of a call centre and staff do much of their work reading off a screen and as a result give incorrect advice.

    If they said LCWRA incorrectly then they aren't changing the WCA outcome if it was LCW all along.

    Where are you seeing on his Journal that he has LCW?

    For an online claim all letters are sent electronically, nothing comes through the post.

    If you go back through the Journal entries and there isn't a decision letter added since May, you can submit a formal complaint about the delay in providing one.

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

    You can also request a copy of the medical assessment report (UC85) via Journal or add it to the complaint.

    Information if you disagree with the decision

    https://www.benefitsandwork.co.uk/universal-credit-uc/uc-faq/limited-capability-for-work-related-activity

    https://www.citizensadvice.org.uk/benefits/universal-credit/problems-with-your-payment/challenging-a-universal-credit-decision-mandatory-consideration/

  • beetlegirl_21
    beetlegirl_21 Online Community Member Posts: 2 Listener

    Hi Kimi,

    Thank you for your reply and useful information.On the telephone we were told my son was awarded LCWRA and on the journal an agent put a date he should receive his first payment which was 3 months after the assessment period and back payment so to my knowledge that was them saying he had been awarded otherwise there would not be any payment needed to be made as that was in August and November another agent says it was only LCW but the issue is not receiving the decision letter still after months of requesting this we have just received his medical report posted out so that is why I think there is something not right in them not uploading this decision letter to the journal it takes minutes to do so.I feel they are retracting and just want me to give up requesting this decision letter.

    Thsnk you for your help.

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