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Stratford contact centre - no to implicit consent!
I know this is a regular problem but is anyone else having particular problems with Stratford contact centre stating there is no such thing as implicit consent (and refusing to pass the call to a superviser)?
We seem to be having a run of implicit consent problems with this particular contact centre at present.
Dear DWP - there appears to be a training need regarding the DWP’s Working with Representatives Guidance at Stratford!
The vast majority of our claims are at Stratford and they’ve always been a nightmare; escalation point numbers out of service as soon as they’re issued, denying claims are with them when they are, several times refusing to issue MR decisions because ‘there’s no right of appeal’ when there clearly is - but of course simultaneously refusing to put that statement in writing - and so on….
Yes, when I was at CPAG, the foodbank advisers had exactly the sort of problems you’re describing on a routine basis.