Switching to non-digital on reclaim- possible?

This is possible now.

There’s been a few threads on this already, for instance: https://www.rightsnet.org.uk/forums/viewthread/14657/

If I recall it is actually DWP guidance to move phone claims to digital, but I can’t remember where I read that.

That is helpful- thanks.
Been to a partnership meeting about a fortnight ago and we were firmly told no way can claim be switched from digital to telephone.
Sigh…

This DWP guidance- if anyone’s got it, I’d be grateful.

Hi - I think this what’s needed.

We are still getting varied responses - flat refusal and claims that it is impossible followed by sudden agreement that it is possible.

Thanks Andrew, I have this guidance but I thought there is a separate guidance about switching the channels; digital to non and vice versa. Does it exists?

Or was it this:

file:///C:/Users/71012868/Downloads/Making_and_maintaining_a_phone_claim_DWP_August_2019%20(2).pdf

Claimants who are no longer able to maintain their claim online
There may be reasons why claimants with a digital claim are no longer able to manage their claim online. This could be short term, such as a brief admittance to hospital; or longer term, such as a new health condition. Where a claimant has an online claim but now needs support similar to a claimant with a phone claim, the following actions should be taken: • a profile note explaining the claimant’s circumstances should be added to the claimant history and ‘pinned’ to the claimant’s dashboard so agents are aware of their needs and any additional support required • communication with the claimant will need to be through alternative methods, such as phone or post, rather than the journal • any requirements placed on the claimant should consider their new circumstances These arrangements should be regularly reviewed with the claimant by both work coaches and case managers to ensure they remain appropriate. Please visit the Complex Needs pages in Universal Learning for more information on how we can support non-digital claimants.

Andrew Dutton - 12 March 2020 04:28 PM

Or was it this:

file:///C:/Users/71012868/Downloads/Making_and_maintaining_a_phone_claim_DWP_August_2019%20(2).pdf

Claimants who are no longer able to maintain their claim online
There may be reasons why claimants with a digital claim are no longer able to manage their claim online. This could be short term, such as a brief admittance to hospital; or longer term, such as a new health condition. Where a claimant has an online claim but now needs support similar to a claimant with a phone claim, the following actions should be taken: • a profile note explaining the claimant’s circumstances should be added to the claimant history and ‘pinned’ to the claimant’s dashboard so agents are aware of their needs and any additional support required • communication with the claimant will need to be through alternative methods, such as phone or post, rather than the journal • any requirements placed on the claimant should consider their new circumstances These arrangements should be regularly reviewed with the claimant by both work coaches and case managers to ensure they remain appropriate. Please visit the Complex Needs pages in Universal Learning for more information on how we can support non-digital claimants.

That’s the one :)

Thanks!

Oh and this too for completeness!

https://www.whatdotheyknow.com/request/agent_led_process_for_requests_t#incoming-1414563

I’ve just done this.  I completed the reclaim online and then called the UC helpline to ask them to treat the claim as a phone claim.