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Forum Home  →  Discussion  →  Housing costs  →  Thread

UC, admin errors and closed claims

MKM35
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Hello,

Tapping into the collective wisdom (yet again!)

Client applied for UC in FS area in Oct 2017. He did not receive any assistance with housing costs because there was an incorrect HB claim added to his account. This was resolved in April and DWP admitted it was an admin error on their part and that they will backdate the amount once claimant submits a MR request.

Claimant found a job in the meantime working 24 hours pw. He did not submit MRR but closed his claim as he was concerned that a taper will be applied to the backdated amount along with his earnings.

As a result, he has not been paid his housing costs, is in considerable rent arrears, and we cannot submit a MR through his journal. DWP have refused to accept it over the phone; JCP has refused to accept it as he is no longer a claimant.

Any suggestions?

Thank you in advance!

Daphne
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I would definitely escalate the refusal to accept the MR over the phone and point them to this page - https://www.gov.uk/mandatory-reconsideration/how-to-ask-for-mandatory-reconsideration

MKM35
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Thanks, Daphne.
Will escalate it.

Jon (CANY)
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Welfare benefits - Craven CAB, North Yorkshire

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Any reason not to send off a paper CRMR1 to the freepost address?
Or, is that what they have already “refused to accept”??

MKM35
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We have a day left for the 1 month deadline to pass, so prioritised phone and JCP over paper.
Will also post the CRMR1.

Andyp5 Citizens Advice Bridport & District
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The DWP CAMS records conversation, dates and times of phone calls, what about the UC online complains resolutions process, its handy as a process/tactic to break through logjams and impasses, rather than merely a complaints complaints process.

In other words arguing via the complaints process on such and such a day a MR was requested via the telephony process etc etc, we would ask that attempt is acted on etc etc.

As far as i can tell it goes to the regional wotsit (regions vary though, so response will depend on their expertise, i say that because we are on the cusp of two DWP regions), if unfortunate, then there is further option to take further dealt with in the North east. 

Its out of date but see attached.

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MKM35
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Would GDPR affect the data retention?
(Academic curiosity)

Good idea re: online complaints. Will submit.

Andyp5 Citizens Advice Bridport & District
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MKM35 - 20 September 2018 05:25 PM

Would GDPR affect the data retention?
(Academic curiosity)

Good idea re: online complaints. Will submit.

See links below regarding ‘academic curiosity’.

https://www.gov.uk/government/publications/dwp-information-management-policies/dwp-managing-customer-records-guide

https://www.whatdotheyknow.com/request/telephone_calls_to_dwp_offices_a

MKM35
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Thanks, Andy! 😊

HB Anorak
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Why do they even need an MR to revise on the official error ground?  They should just do it

MKM35
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Exactly our point, but the DWP in all it’s wisdom refused until we “followed correct procedure so decision makers can reconsider their decision”

https://www.ted.com/talks/barry_schwartz_on_our_loss_of_wisdom?language=en

Benny Fitzpatrick
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HB Anorak - 21 September 2018 09:48 AM

Why do they even need an MR to revise on the official error ground?  They should just do it

Exactly my thoughts. The refusal to do so surely just compounds the original error.

Elliot Kent
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HB Anorak - 21 September 2018 09:48 AM

Why do they even need an MR to revise on the official error ground?  They should just do it

That’s a good one Peter, made me chuckle.

UC are just about reaching the point where they are routinely accepting that a claimant is allowed to request an “any grounds” revision if the claim is still open and if the request is made within 28 days*.

It will be some time before we are able to slowly introduce them to the concept of an “any time revision”.

*For some reason, the call centre staff always seem to think its 28 days rather than 1 month. I suspect some dodgy training has been round.