Dept Of Work And Pensions

[Ric.ror]

I rang them about 3 weeks ago requesting a statement letter from them detailing my mothers pension award - she also gets attendance allowance and is hoping to move to a ground floor flat
I have just rung again this morning and they have not sent it - I asked them if they could email a copy to me - of course not - what was I thinking that in the 21Century the DoW&P could email anything - How could I be so stupid

Now I have to wait another 10 working days to see if it gets done this time - or not as the case may be

[gness]

Ric....ring them every day.....say you're sorry but your mother is in a state over this and insisting you ring again...and again...and again....

Wear them down......They'll get their finger out......☺

[Ric.ror]

Good idea Gness - I think I will
I was going to leave it and ring again in 10 days and ask to speak to a team leader but why wait 10 days!!!

[boxtops]

I guess it's not so much that they can't email as they can't email it to you YOU, data protection and all that.....

My DWP paperwork took a couple of weeks to come through, when it came it was very comprehensive.

[Ric.ror]

Its basically just a copy of the award letter she received at the beginning of the year - she has lost the one she received then. But we need to establish her income before we can go any further with her application for a new flat
You could be right about the data protection issue though as I have just had to supply her with a letter for her GP to disclose her health issues

[bednobs]

oh dear, i work in a govt dept and i have enough work to do dealing with people who we need to communicate with, and if someone wanted a copy of something i'd already sent. it would probably go to the bottom of my list of things to do!

[gness]

Would it not be helpful and quicker just to send a copy, Bednobs....than have to keep responding to phone calls?

[bednobs]

yes probably, but i'm just saying ricrors (mum) isn't really in a position to moan about how long it's taking, when she already has it somewhere :0)

[gness]

But haven't we all lost something important now and again, Bednobs?

Being punished by delaying it is a bit much....and does being helpful in such a situation do any harm.......but you have convinced me to increase any pestering phone calls should I be in Ric's position....☺

Take note, Ric...I suggest twice a day to begin with..... ;-)

[bednobs]

i absolutely agree, it would be the helpful thing. However, when you have 20 zillion things to do, doing hte nice helpful things, rather than the essential things that have to be done by a certain time/date to meet targets sometimes does not compute.

[Mamyalynne]

3 Weeks Ric....do be patient,does Mum want to move this year or next ;-)

[Peter Pedant]

I was gonna say Ric she should have got one near 4th April

and it even has along the top - do not lose this or you will be absolutely screwed

I find a scanner and paperport invaluable

[wolf63]

I retired from DWP when I was 40 and this was 10 years ago - so much has changed.

If I had got the phone call I would have told the customer that it would take however many days that it took.

But if I had a ton of benefit payments to be processed that day the request for the statement would go onto 'the pile' of stuff to do.

Put your request in writing - either addressed to the supervisor or customer services. I don't know how easy it will be to obtain a duplicate statement - it may be that it takes 10 days.

Phoning every day usually doesn't help - you are just going to annoy the person who may have no control over how long things take.

I am so glad that they got rid of me, it is a job that would drive you nuts.

:-)

[rabet]

I have recently had dealings with the DWP and they are hopelessly inefficient. Information from one person, contrary advice from another. Apparently they are notoriously incompetent and dilatory.

[Ric.ror]

Ah - putting it in writing - I never thought about that but it is a good idea