We are getting a number of enquiries from people facing long delays getting their ESA assessed. Initial payments are not being made and we have also found terminally ill claimants facing long delays in payments and getting the support component from the start of the claim. Our local benefits office (Hyde BDC) has told us they are still processing claims from June and claimants are being told to claim crisis loans until a payment can be made. Are other areas finding similar problems?

I am having loads of problems with Hackney/Ilford/Makerfield BDC

Delays, incorrect payments being made. Really difficult to speak to anyone, letters not being answered. Severe dis premiums not being awarded from the start of claims etc.

Regarding the severe disability premium. I spoke to a team leader at the BDC who told me that the severe disability premium didn't exist anymore for ESA because the support component had replaced it!

What I am getting a lot of now is claims just stopping with no notifaction, then my clients being totally unable to get through.

We are gradually finding out that the client's have either failed on the ESA50 or the med assessment, or need to send a med cert in,

After a few months of calling and writing with no idea why their money has stopped a GL24 lands on their doorstep, with a letter saying "we have not revised our decision". No mention what decision exactly that may be.

I am tearing my hair out at the moment at the problems people are having.

A client of mine has just had his ESA decision revised in his favour after we submitted further medical evidence and has been told by some muppet in the BDC that he is not going to get it backdated (not even to the date of the medical never mind the 14th week of claim). We’re waiting for the entitlement decision notice to see what transpires. My colleague is sharpening the sword as I type.

In the interests of balance and fairness I have to put in a good word for the ESA folk at Cobalt House, North Shields. Assuming the claim is complete and proofs provided, new claims seem to be going into payment within 2 weeks of the claimant making the telephone claim. Once the claim has been built on the system (a couple of days after the telephone claim) local Jobcentres accept the sick notes and put the dates covered straight on the system, thereby avoiding postal delays and lost sick notes. Sometimes there is difficulty getting through to telephony due to the volume of claims (when they lose their jobs everyone is applying for ESA rather than JSA), but once through we have no undue difficulties with them accepting implicit consent now that we know what security questions they are likely to ask, the staff are helpful, and requests for hand-offs to processing usually result in a call back within 3 hours. On individual cases I've had some excellent help and co-operation.

Brian you are a lucky chap,

The latest new ESA claimant I saw attempted to make an initial claim to JC+ but the adviser only spoke limited English, when the customer statement arrived not only did my client have no illnesses listed... but these non-existent illness started in 1901. However they did get his year of birth - 1955 - right!! That was the week before last....
Cl was frightened to ring back - as suggested in the letter - to correct customer statement. I offered to do this with him but after 20 minutes on hold we gave up.

Last week he had 5 letters asking for a new sick note (already provided and noted as received and valid for 3 months) with a deadline to provide the sick note of 4 days before the letters were dated!!!

Northumberland here I come

I've seen some similiar issues with Canterbury BDC. Most notably:

- it almost impossible to get through on the phone (the galling thing for clients is that they are charged for each attempt only to be cut-of)
- delays in getting payment
- difficulties in administration (in one recent case a client sent a document three times to the BDC - once via local JC and once by recorded delivery - and we've faxed the same twice. They still don't have it!).

There also seems to be some inconsistency in arranging payment for those who appeal a failed WCA. Some seem to get paid automatically and others don't. Haven't seen enough though to recognise any pattern though.

On the plus side - where I've seen clients with transitional issues, these all seem to be dealt with well.

No problems with Carlisle yet - unless you need to get particularly technical with them and then they don't have a clue unfortunately.

They seem to have had poor training - even the DM's.

Our BDC for ESA is the same as Sister Chaos, much the same experience, given up on the BDC number, can't spare the time involved (thats assuming the phone lines are open), and ring customer services instead (who have recently taken on board issues we've raised and been very helpful).

As for quality of decision making, the signs are that its dysfunctional in some areas. We've sent examples to relevant people in NAWRA.

I rang to get the support component sorted for one of my terminally ill clients (claim made in June) and have just been told that my client doesn't qualify for any additions because he gets contributory esa only. I was put on the the supervisor when I challenged this who said he would have to seek advice because they might be wrong about this. Aaargh.

Just heard from a seriously ill man needing to reclaim ESA after a few months visiting family abroad. He was told to make a rapid reclaim, but that he'll have to apply for weekly crisis loans for a minimum of 6 weeks while his claim is in a backlog.

Judging by the requests we're getting for help with appeals, the quality of medical examinations also seems to be questionable, especially for mental health cases.