No ESA though appeal lodged

Client appeals (ESA WCA) – HMCTS receives appeal and writes to us, client and DWP to say the appeal is lodged.

DWP appear to have closed client’s JSA claim but not opened an ESA claim pending appeal.

Client has no money.

Adviser phones DWP to say we have HMCTS letter confirming appeal is lodged but they will not accept a copy of this, they insist on receiving an original.

They refuse to phone HMCTS to confirm that it is lodged.

So they insist on waiting for a letter. This means 10 (working?) days’ delay.

Phoned HMCTS - I thought they had an arrangement by which they would email DWP in urgent cases; I’m told this is not so. DWP are permitted to insist on waiting for the letter.

Meanwhile, client is penniless and desperate.

Hi Andrew

Do you have access to local escalation routes for contacting the DWP?

In Dundee I would call the escalation route and then email the letter confirming the appeal is lodged. I would expect that to sort out the issue promptly.

Awaiting a call back,as all our escalation numbers are out of date owing to DWP reorganisation, and we haven’t been given new ones.

I cannot see why they will not accept our copy of the HMCTS letter and it baffles me that with a government which boasts constantly of digital this and digital that, this system relies purely upon the post.

Andrew - i will email you latest list of escalation numbers from DWP - can’t post on here as can only be made accessible to advisers

I am surprised if DWP has terminated the JSA award. I can’t think of a basis to do this. If the customer tells DWP to cancel the award AND submits a medical certificate AND the appeal has been notified to DWP, ESA should indeed start as normal pending appeal.

I’d be inclined to find out why JSA was cancelled as well as seeking to getting the appeal recognised and ESA paid pending the hearing.

ESA back in payment from today. The hows and whys remain a mystery but i’ll try to get an explanation. At least client has money.

Daphne

Could you kindly email the list to us, as ours is also out of date?

.(JavaScript must be enabled to view this email address)

Many thanks

Andrew, would you email me that list of numbers, please? Thank you.

Daphne - 22 December 2014 12:38 PM

Andrew - i will email you latest list of escalation numbers from DWP - can’t post on here as can only be made accessible to advisers

Daphne, I would appreciate a copy of the list. .(JavaScript must be enabled to view this email address)
Best wishes

Hum - this raises an interesting point. How many other areas have found that their escalation list is out of date, previously helpful contact staff have gone and no-one seems to know where the DWP work is being done?

I feel a new year campaign coming on….

Will email the list to all that have asked :)

Thanks, Andrew and Daphne.

May I have a copy too please? .(JavaScript must be enabled to view this email address)
Many thanks

Daphne, could I have a copy of escalation numbers as well - .(JavaScript must be enabled to view this email address).

Many thanks and Happy New Year!

Daphne, please could I have a copy? .(JavaScript must be enabled to view this email address).  Many thanks.

Sent - happy Christmas :)