First time PC and CTB application sent in November. All housing Costs and savings details sent in December. GC backpayment still unpaid and being sort by way of appeal, but weekly PC in payment. CTB appealed successfully.

Saga of lost/mislaid papers.Ineficiencies due to very poor processes. 10,000 words of complaint and suggested improvements ignored.MP on board.Watch this space.

Lessons learnt. If sending details of savings etc, then get clients to have them faxed via local DWP rather than send them to Newcastle.
pension Service has special section to receive calls from MPs complaining on behalf of constituents.This is when DWP gets very jumpy.

From hansard re PC processing in Northern Ireland -

'Mr. Beggs: To ask the Secretary of State for Northern Ireland pursuant to the answer of 2 February 2004, Official Report, column 720W, on pension credit, by what date he expects the current backlog of pension credit applications to be cleared; and how long he estimates it will take to process a new application for a pension credit.

Mr. Spellar: A recovery plan is being put in place and the situation is being addressed as a matter of urgency. Clearing the backlogs and improving the unsatisfactory standards of service to pensioners is the Social Security Agency's top priority.

It is estimated that it will take on average of 50 days to process a new application for pension credit.'