PS took over five months to process clients PC claim. The internet application form and associated detailed guidance for advisors made no reference to capital over £6,000 being required. A phone call 4 weeks later elicited that papers could not be found but that savings details now required. There was nothing on computer to confirm the application had been received. Savings evidence was sent and a few weeks later declared lost. Mysteriously they turned up a week later without a reference; some of these could have been fraudulently sold had they gone to the wrong address. The Pension Service post room procedures were ineffective. Housing costs had also been applied for.

Eventually savings credit was processed, but nothing happened on the Guarantee Credit because the application was rotting in the Housing section. In the end PS advised that the way to make the processing of the GC actually happen was to lodge an appeal. This was successful and weekly payments were set up. Some £500 of arrears was due but this took several more weeks to come through.

Then PS delays caused the application for CTB to be declined and an appeal had to be lodged, which also was successful.

As much as it was possible I took parts of the PS procedures apart and offered solutions based on my previous commercial management experience. I discovered that endless complaints had be been lodged inter alia by MPs and that the staff had been asking for improvements for ages.

Three complaints consisting of 9 pages were written to the Chief Executive personally but she answered none. With patience exhausted a complaint was lodged with the Parliamentary Ombudsman. And lo!, things started to happen. At least three letters came from PS. I have seen some apologies but these were the legs in the air variety. One very fulsome letter said that most of my suggestions had been or were about to be taken on board. Compensation for £75 was received, which since there was no affect on health or significant financial loss by PS standards was not a bad figure although by other standards totally paltry. If these figures were made to be punitive the DWP would really start to get in gear. The Ombudsman’s findings will come later.

I am not claiming responsibility for the improvements as I expect some plans might already have been started. However I do feel reassured that a lone voice can occasionally help to push things forward. So if readers can bear to invest hours in complaining and threatening to use all available procedures in a measured and strategic way - about just one issue - then some success may be achieved.

I would like to see readers tackle the HB and CTB systems. I see far too many possession proceedings which arise because of sheer incompetence and the lack of will on the part of the Civil Service and Ministers to make the processes work properly. Possession proceedings issued by cynical housing officers with just the intent to make the HB department fall into line has to be investigated. The fact that claims for HB can become invalid after just one month seems outrageous when actually claimants are just being deprived of their absolute rights. I just do not believe that the Inner London Boroughs are fully up to date with their processing.

I am also starting to see people on IS ( and no savings) just turn 60 and have their benefits book removed (I call it confiscated) because they have not applied for PC about which they have no knowledge. Do the authorities not know that postal services on many estates are poor and letters just do not get through? To have such a system which humiliates and terrifies some people who then wonder how they can eat puts the government in the most shameful position.

Please remember that cynicism neuters the will to fight for justice.