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03456088545 - evidence for waiting times

Jac
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Welfare Benefits Adviser, Melville Housing Association, Midlothian

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Joined: 16 June 2010

30/11/16
8.10am
Centre n/k
16 minutes

     
Phil R
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Nestor Financial Group Ltd

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Joined: 20 January 2016

30/11/16
11:15
14 minutes
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Phil R
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Nestor Financial Group Ltd

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Joined: 20 January 2016

30/11/16
12:30
10 minutes
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Cut off immediately

     
Mairi
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Welfare Rights Officer, Dunedin Canmore Housing Association

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Joined: 25 June 2010

21/12/16
15:33
2 minutes
Barely got to the end of the recorded message, the phone rang twice and I turned to tell someone they could speak to me as I was now on hold when the call was answered.  I was so surprised I missed what office it was.

     
SamW
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Lambeth Every Pound Counts

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Been really busy with the run up to Christmas and not been logging the details but in general from my end I can report a significant improvement in waiting times, especially in the last couple of days where calls are being answered in less than 5 mins and often being answered almost immediately. Call centre staff also seem to me to be very helpful and on the ball at the moment.

Hope it lasts smile

 

     
Mairi
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Welfare Rights Officer, Dunedin Canmore Housing Association

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Joined: 25 June 2010

Still lasting Sam…. (crosses fingers that Monday 9th when the world goes back to normal won’t change things…..)

Today’s calls:

10:58
2 minutes
Missed the office

11:44
2 minutes
Blackburn

     
Rosie W
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Northumbria Healthcare Welfare Rights Service

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I rang our ESA escalation number (Stockton)  last month and was told by the person who answered it that it is not used for that purpose any more and they had been told that a lot of people have been moved from Benefit Centres into the helpline and contact centres with a view to improving response times and standard of information and assistance provided.

I have no idea whether this is correct, and if so, it is a very mixed blessing - the person I spoke to who was an ESA manager was actually very helpful on that occasion but I was definitely left with the impression that they do not want us using the escalation numbers any more and that calls might very well go unanswered.

     
Dan Manville
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Mental health, Wolverhampton CC Welfare Rights

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11/1/17
6 minutes
Exeter

Grounds for optimism

     
roecab
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Welfare Benefits Supervisor, Roehampton CAB

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Has anyone else noted that call backs have gone from 3 hours to 24?