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Forum Home  →  Discussion  →  Access to justice and advice sector issues  →  Thread

DWP call-back times

Benny Fitzpatrick
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Welfare Rights Officer, Southway Housing Trust, Manchester

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A colleague phoned ESA this morning, and , it being a complex enquiry, requested a call-back from the processing centre. Instead of the usual 3 hour callback, He was informed that the timeframe has now been officially raised to 24 hours.

Anyone else heard anything about this?

Peter Turville
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Welfare rights worker - Oxford Community Work Agency

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Benny Fitzpatrick - 26 January 2017 03:28 PM

A colleague phoned ESA this morning, and , it being a complex enquiry, requested a call-back from the processing centre. Instead of the usual 3 hour callback, He was informed that the timeframe has now been officially raised to 24 hours.

Anyone else heard anything about this?

Yes we have been advised several times by ‘working age’ contact centre that it was changed to 24 hrs in mid-Dec.