tel claims for full service - no longer possible!?
We are working with the elderly appointtee for a young person (also caught by the ‘disabled student’ catch 22 https://www.rightsnet.org.uk/forums/viewthread/11927/0. Appointtee has no digital access / skills and will not be able to maintain an online claim.
At end of Feb we spent 90 mins trying to arrange a home visit (as advised by DWP regional partnership team) for a FSUC claim and a ESA(C) claim (for the ‘disbled student’ work around) client has received no contact from UC HV team. having completed the ESA1 UC also tried to make an ESA ‘new claim’ appointment without success.
Today (another 90 mins) attempted to make a telephone FSUC claim via live service contact centre (again advised by partnership team this is the correct route). Both Wrexham and Stockport LSUC adamant that since abolition of new claims for FSUC they do not deal with FS telephone claims either. insisted this has to be done via FS contact centre (except this is not possible!).
Eventually regional partnership team gave direct contact number for partnership support manager at local Jobcentre. We were finally able to make an appointment for appointee to make the UC claim in person with the local partnership funded ‘digital support’ provider.
So far all we have managed to achieve is an appointment for the new UC claim.
As I type this the appointee has phoned to say the provider have now phoned to say they cannot help make a UC claim with an appointee.
BACK TO SQUARE ONE!