Registering a Mandy guidance

Well that was a nice relaxing break… Back to the grindstone!

Knowing my frustration registering mandys over the phone I asked DWP for the guidance given to contact centre staff.

Here it is!

I haven’t read it yet.

“In order to reduce Mandatory Reconsideration and appeal requests
this is the preferred method and you must encourage the Claimant to
follow this option initially. It is important that the claimant gets a full
verbal explanation that provides: the reason for the decision, the
evidence used, the rules applied and the facts considered when
making the decision. This gives the claimant the opportunity to ask
questions about the decision, prior to moving to the next option.

Note: It is important that the claimant gets a full and detailed verbal
explanation and crucial in avoiding repeat contact. It is unlikely that
agents will have the technical knowledge or access to all the
necessary information to do this. You must only follow this step if
you are able to state the reason for the decision, the evidence used,
the rules applied and the facts considered when making the decision”.

Key phrases here are “in order to reduce Mandatory Reconsideration and appeal requests” and “crucial in avoiding repeat contact”.  Tony B, aka Cassandra (or Helenus, for the more sceptical), will feel well and truly vindicated.

Yes indeed - the layers interposed between the claimant and an independent appeal are manifold:

‘Decision Assurance Call’
’ Verbal Explanation’
‘Written Statement of Reasons’

3 telephone calls will be made - what happens if DWP cannot contact the claimant? Is the default position that they take the claimant as accepting or not accepting the decision?

And if the claimant refuses MR - ‘end call’ - do they accept this as a disputed decision or not???

Any chance of advising people to see a CAB or advice centre????

AND I don’t like ‘written statement of reasons’ being employed here - that phrase is already in use, chaps!

Interesting they can ask HMCTS to send an appeals pack in some exceptional cases - but this will stop after 1/11/14 - I can’t think offhand what changes after 1.11.14 to affect this practice. Help????

Up to November 2014 it might be possible to lodge a late appeal against a decision made in October 2013, before MRs were introduced.