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Forum Home  →  Discussion  →  Work capability issues and ESA  →  Thread

Issues with lost IS10 forms

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Catblack
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Benefits specialist - South Somerset District Council

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Is anyone else having issues with IS10 forms not being received by the benefit delivery centres?

Aside from the refusal of the telephony to actually send the things out in the first place (we have a pdf version now) it appears that the majority of our claimants forms are lost.

One of our clients has sent in three forms to Wolverhampton in pre-addressed envelopes and yet none have been received.

It seems to be specific to the IS10 forms so what the hell is going on?

We are now advising our clients to take them to the local Jobcentre and ask for them to be scanned on although this is not always practical for client’s in rural areas.

I’ve attached the IS10 in case anyone else wants a blank one.

File Attachments

  • is10.pdf (File Size: 1876KB - Downloads: 1716)
Peter Turville
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Yes we have regular problems with ‘lost’ IS10’s (typically following award of DLA/PIP). Also problems with caller centre and benefit centre (on a call back) not knowing what an IS10 or SDP is (or what are the qualifying criteria for SDP)!

Similar issues with failure to award EDP following same - many caller centre / benefit centre staff seem to think EDP is only payable if claimant is in ESA SG - also that claimants can’t get SDP and EDP!

Just a typical day in the life ........

Edmund Shepherd
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I find JCP is extremely efficient at sending IS10s. Someone has just been awarded PIP and a day later an IS10 arrives. Belfast are clearly on it. I keep a stock, as it’s more efficient than waiting. perhaps I should be doing it with the PIP2.

Catblack
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Benefits specialist - South Somerset District Council

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We have been experiencing complete refusal to send IS10’s unless the claimant themselves requests it (not us on their behalf). Really can’t understand why this would be but apparently it’s something to do with setting up a call back on the system so basically “Computer says no”! Our BDC is Chippenham (although call centres are virtual) and Chippenham have many issues….........

Dan_Manville
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Frequent problems; usually explained by thier recieving them but not reporting as much on notepad. I do a handoff to the relevant team and usually someone rings me back saying “found it” if not I send a clerical one.

Edmund Shepherd
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For interest, a while back the Pension Service advised me that they do telephone IS10s, namely asking the relevant questions verbally and not issuing paperwork at all. I still see PC10s though, so perhaps it’s not standard.

Catblack
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Edmund Shepherd - 12 March 2015 09:04 AM

For interest, a while back the Pension Service advised me that they do telephone IS10s, namely asking the relevant questions verbally and not issuing paperwork at all. I still see PC10s though, so perhaps it’s not standard.

Yes it seems Pensions are very trustworthy as most we have been involved with award the SDP based on telephone confirmation.

Whereas all working age claimants are clearly not to be trusted with such things.

Peter Turville
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There is no requirement to complete an IS10 for SDP to be included in an award- its just an administrative convenience for DWP. They certainly can / will take the required info. over the phone. Equally there is no reason why they cannot accept a written declaration:

I have an award of ........
No other person lives with me (etc)
No one has claimed or receives CA in respect of me.

Edmund Shepherd
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One thing about IS10s that I think it overlooked by DWP is that it assesses you at the point the form is completed and makes no attempt to advise of any change of circumstances throughout that period. As PIP claims can take a year to be decided, any number of changes could have taken place during that period. Advisers know the implications of this, but claimant’s can’t be expected to know and it could quite easily lead to overpayments of benefit.

Dan_Manville
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I’m going to bump this as the last 3 IS10s I have know to be returned recently have all disappeared at JCP.

I get a feeling they’re getting relucant to consider the SDP for some arcane reason.

Or am I just paranoid? It couldn’t get that bad… could it?

Catblack
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Another week, another FOUR IS10’s gone missing.
Each time this happens I am requesting call backs from the processing teams as apparently they’re not necessarily logged on the system.
So far all have said not received so I have requested they send another out. We are also making appointments at our local jobcentre for clients to go in and have their IS10’s scanned on and e-mailed.
I am hoping that the more work we create for them as a result of this there might be a chance that the problem is addressed.
One of our clients today has been his third time of sending!

benefitsadviser
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Edmund Shepherd - 13 March 2015 02:42 PM

One thing about IS10s that I think it overlooked by DWP is that it assesses you at the point the form is completed and makes no attempt to advise of any change of circumstances throughout that period. As PIP claims can take a year to be decided, any number of changes could have taken place during that period. Advisers know the implications of this, but claimant’s can’t be expected to know and it could quite easily lead to overpayments of benefit.

Bang on!

Ive had no issues with IS10s or PC18s going missing but i have found many clients who have been entitled to SDPs for years sometimes but not got it.

Its difficult to work out entitlement if a claimant cant work out the date their last adult child, for example, moved out 2 years ago.

 

Peter Turville
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Catblack - 20 March 2015 03:24 PM

Another week, another FOUR IS10’s gone missing.
Each time this happens I am requesting call backs from the processing teams as apparently they’re not necessarily logged on the system.
So far all have said not received so I have requested they send another out. We are also making appointments at our local jobcentre for clients to go in and have their IS10’s scanned on and e-mailed.
I am hoping that the more work we create for them as a result of this there might be a chance that the problem is addressed.
One of our clients today has been his third time of sending!

Just a Friday afternoon stab in the dark -
Are so many IS10’s disappearing into the black hole because DWP have never produced (to my knowledge) an equivelent ESA or JSA10? Therefore once received it is sent off to Income Support (or not sent anywhere because no trace of an IS claim can be found to link it to) regardless of whether it is IRO an IS claim because nobody at Wolverhampton (or wherever) actually understands what it is for and which benefits it can apply to.

This is another reason not to use an IS10 but send an equivelent declaration by letter (see my post above) correctly addressed to the relevant BC and covering any additional issues including date SDP should be paid from, change of circs in the relevant period etc.

Dan_Manville
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Peter Turville - 27 March 2015 01:24 PM

This is another reason not to use an IS10 but send an equivelent declaration by letter (see my post above) correctly addressed to the relevant BC and covering any additional issues including date SDP should be paid from, change of circs in the relevant period etc.

I am quite sure that would get “lost” as well. I’ve just managed to get a recon sent to DRT that they’ve “lost” twice and it miraculously appeared when I start ringing round to try and jostle the matter into action.

I’m quite sure it would have gathered dust for all eternity had I not picked the phone up.

Peter Turville
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Dan Manville - 30 March 2015 10:06 AM
Peter Turville - 27 March 2015 01:24 PM

This is another reason not to use an IS10 but send an equivelent declaration by letter (see my post above) correctly addressed to the relevant BC and covering any additional issues including date SDP should be paid from, change of circs in the relevant period etc.

I am quite sure that would get “lost” as well. I’ve just managed to get a recon sent to DRT that they’ve “lost” twice and it miraculously appeared when I start ringing round to try and jostle the matter into action.

I’m quite sure it would have gathered dust for all eternity had I not picked the phone up.

Yeah, same old, same old. If IDS doesn’t know how he is going to save £12b it’s not surprising he keeps losing bits of paper!

Dan_Manville
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I am seriously considering the prospect of issuing money claims in respect of dubious administration… Bailiffs at the doors of Caxton house would doubtless scare free that big pile of IS10s out of his cupboard.