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UC and proof of ID - sent round in circles
This is a follow on example from https://www.rightsnet.org.uk/forums/viewthread/15788/
Client is a taxi driver. Has made a claim for UC. Thought he had successfully confirmed ID via Verify. He now has a ToDo (have seen a screen shot - it is clearly a standard ToDo instruction) which directs him back to use Verify or phone for a telephone verification call. He cannot get through to the contact centre to arrange a call. Although he has plenty of time to complete the ToDo until he has done so he cannot request an Advance.
Must assume the standard advice to complete proof of ID at the new claim interview if issues with Verify is no longer appropriate?
Yep; reports of people being told they’d have ID verification calls at a given time but the phone doesn’t ring. TBH though; here in Wolverhampton the phone coverage has been patchy.
This is a follow on example from https://www.rightsnet.org.uk/forums/viewthread/15788/
Client is a taxi driver. Has made a claim for UC. Thought he had successfully confirmed ID via Verify. He now has a ToDo (have seen a screen shot - it is clearly a standard ToDo instruction) which directs him back to use Verify or phone for a telephone verification call. He cannot get through to the contact centre to arrange a call. Although he has plenty of time to complete the ToDo until he has done so he cannot request an Advance.
Must assume the standard advice to complete proof of ID at the new claim interview if issues with Verify is no longer appropriate?
Saw somewhere else to advise they go into Journal/Appointments and put a request in….should trigger a phone call. Would be good to hear if this actually work!
I noticed that UC APPG shared tips by this guy on Twitter: https://mrfrankzola.wordpress.com/2020/03/26/uc-and-verify/
Not official guidance but we’ve been hearing that this works well:
Whilst waiting in the Verify queue, log into your UC account via a new browser tab and go to the Journal section and use the ‘Appointments’ option to request the DWP call you back and explicitly ask for Biographical Test/Bio Test (pdf) (ID verification) to be done over the phone. The Journal facilitates direct messages to the DWP and replies are auto notified via email, which allows for calls to the UC claim line to continue as well as waiting for Verify process to complete.
Claimants should note that call back from DWP is usually from unknown/withheld number.
As ever, do let me know about cases that illustrate issues and/or solutions like this for the Early Warning System: https://cpag.org.uk/policy-campaigns/early-warning-system
I had feedback from a claimant’s family member that this worked; journal message was left on Wednesday or Thursday, by Friday morning claimant had had callback making a telephone appointment for today.
Reply from DWP regional head ‘There is guidance available to the public and providers that is being update as changes to services evolve at the moment. Information can be found at https://www.understandinguniversalcredit.gov.uk/coronavirus/ I would recommend you review this regularly.
In essence the same answer applies to all your ID questions. The face to face Jobcentre interview has been replaced by a telephone interview for all of these benefits. As part of this call we will verify the ID requirements by the phone.
In specific answer to your question regarding UC general contact, the primary method of contact for UC is through the journal and online rather than by phone.
For a New style ESA claim the customer can initiate these through either their Universal Credit account or by phone. General advice on making claims is at https://www.gov.uk/employment-support-allowance/how-to-claim. this covers both these process’.
Re UC. I work in specialist NHS setting so understand this won’t suit many but thought would share.
This worked for ID verification today. Client terminally ill, NFA and vulnerable in other ways. Claim launched through the CAB Adviser Line for those unable to manage digital claims pre lockdown. With usual caveats for reasonable adjustments for disability added to the notes.
Verification interview then never set up. Client had very little ID but we had made successful PIP claim special rules so argued dept could use that as a starter
JCP rang me today. Said they could do telephone verification with ‘anyone in authority’ . Questions asked very minimal and info we already hold ie DOB, NINO, correspondence address. UC claim accepted.
Wonder if this is a route through to verification for those needing support to launch and maintain claims, whatever the vulnerability. We aren’t appointees. He wasn’t even present which now is an issue in itself of course .
For clients who can’t get through verification but have a personal journal might be appropriate for the more vulnerable to ask JCP to verify through ’ anyone in authority “. That person being the Advice team ( or anyone at all deemed appropriate).
See Daphne’s post from yesterday at 2.42pm here: https://www.rightsnet.org.uk/forums/viewthread/15825/
Thanks.
Hopefully enough acceptable routes will put some flexibility in to this.
This client wouldn’t have managed any DWP phone call and is hard to track down to support so a family supported f2f was agreed but just never happened in time . JCP didn’t want to accept verification from same said family so I was just very relieved to get this done .
I noticed that UC APPG shared tips by this guy on Twitter: https://mrfrankzola.wordpress.com/2020/03/26/uc-and-verify/
Not official guidance but we’ve been hearing that this works well:
Whilst waiting in the Verify queue, log into your UC account via a new browser tab and go to the Journal section and use the ‘Appointments’ option to request the DWP call you back and explicitly ask for Biographical Test/Bio Test (pdf) (ID verification) to be done over the phone. The Journal facilitates direct messages to the DWP and replies are auto notified via email, which allows for calls to the UC claim line to continue as well as waiting for Verify process to complete.
Claimants should note that call back from DWP is usually from unknown/withheld number.As ever, do let me know about cases that illustrate issues and/or solutions like this for the Early Warning System: https://cpag.org.uk/policy-campaigns/early-warning-system
Hi
If you have not been verified, do you have a journal to open? Sorry if a stupid question?
yes the journal opens as soon as you press the ‘submit’ button at the end of the claim :)
Daphne,
Many thanks - don’t have much to do with UC claims, as they are picked up by our Help to Claim team!