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

Escalation Lists?

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S Taylor
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Welfare benefits adviser - Macmillan Caring Locally, Christchurch

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Does anyone have the most recent DWP Escalation Points they can send me please? I’ve just got mine out and it’s version 20 dated April 2022!?

Thanks in advance

Sushila
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Mary Ward Legal Centre, London

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Hi Daphne,

I’ve started a new job at Mary Ward Legal Centre - would it be possible to change my contact email address for the mailing list and to be sent the latest version of the escalation list? My new work email is .(JavaScript must be enabled to view this email address)

Many thanks!
Sushila

shawn mach
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rightsnet.org.uk

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$u$hila - 14 June 2023 09:02 AM

Hi Daphne,

I’ve started a new job at Mary Ward Legal Centre - would it be possible to change my contact email address for the mailing list and to be sent the latest version of the escalation list? My new work email is .(JavaScript must be enabled to view this email address)

Many thanks!
Sushila

Hi Sushila -

If you could drop us a line via https://www.rightsnet.org.uk/contact ...

... we can also organise a new login for you.

Cheers Shawn

past caring
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Welfare Rights Adviser - Southwark Law Centre, Peckham

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Is there any point to the lists? The numbers seem to go out of date almost as soon as the things are published - and with the last list being April 2022, I’m not sure any of the numbers are live any longer. certainly I’ve not got through to anyone on the last 5 occasions I’ve tried to use them.

CHAC Adviser
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Caseworker - CHAC, Middlesbrough

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past caring - 14 June 2023 10:41 AM

Is there any point to the lists? The numbers seem to go out of date almost as soon as the things are published - and with the last list being April 2022, I’m not sure any of the numbers are live any longer. certainly I’ve not got through to anyone on the last 5 occasions I’ve tried to use them.

We still been having success with the email contact side of things. We’ve used it a few times over the last few months and each time have got a response swiftly and usually a resolution to the issue as well. So I’d be keen to know if that ever changes!

But admittedly the phone number side of things has been useless for a while now.

Benny Fitzpatrick
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Welfare Rights Officer, Southway Housing Trust, Manchester

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I’m not convinced that the lists are relevant anymore, particularly with the Pension Service, who since covid, simply ignore all enquiries until referred through the client’s MP. (The same is true of our LA revs and bens unit, who utterly ignore a legitimate request for 9 months plus (causing considerable distress to the client), then have the temerity to complain when we refer the case through the client’s councillor.)

Do DWP still have a “Customer Charter” or any sort of commitment to adhere to some sort of standard of service?

past caring
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Welfare Rights Adviser - Southwark Law Centre, Peckham

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CHAC Adviser - 14 June 2023 02:56 PM
past caring - 14 June 2023 10:41 AM

Is there any point to the lists? The numbers seem to go out of date almost as soon as the things are published - and with the last list being April 2022, I’m not sure any of the numbers are live any longer. certainly I’ve not got through to anyone on the last 5 occasions I’ve tried to use them.

We still been having success with the email contact side of things. We’ve used it a few times over the last few months and each time have got a response swiftly and usually a resolution to the issue as well. So I’d be keen to know if that ever changes!

But admittedly the phone number side of things has been useless for a while now.

I’m not seeing any email addresses on that last April 22 Escalation List other than the one central address for complaints - is that what you’re referring to?

KB BWC
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Visiting caseworker, Bank Workers Charity

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Hi Daphne

please could you send me the escalation list for DWP when you get chance - got a private patient whose PIP was stopped and should not have been and then still not put back into payment over a month after they left hospital - PIP saying they can’t pay out since leaving hospital without proof from the hospital itself.

thanks so much

Kate

Daphne
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Sorry - seem to have missed a few posts on here but catching up now.

Firstly there hasn’t been a list since April 2022 and they say they’re aren’t going to be any more. They’re looking at another way to get escalation numbers out. I’ve chased them on this a number of times but it’s still a work in progress.

But just in case it’s needed I will make sure everyone’s names are on there and I’ll send you the list now Kate.

KP@Mac
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Macmillan Benefits Helpline

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Any updates on this?

Daphne
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I’m afraid not - something we continue to raise, and have brought to the attention of the Work and Pensions Committee also - but still no joy.

Suzie Welfare Rights
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Welfare Rights Team - Potter Rees Dolan Sols

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Hi Daphne,

Thank you for all of your ongoing hard work on this one.  Given that the department currently insist that we contact Partnership Managers as opposed to ACSSLs and then simply direct to gov.uk websites is there a national list of Partnership Managers available at all?  I know it can be effective to build local relationships but we provide pb support nationally via various charitable referrals so have a really wide geographical area to cover.  Currently trying to build a DEA directory.

Thanks as ever,

JP 007
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Welfare rights - Dundee City Council

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CHAC Adviser - 14 June 2023 02:56 PM
past caring - 14 June 2023 10:41 AM

Is there any point to the lists? The numbers seem to go out of date almost as soon as the things are published - and with the last list being April 2022, I’m not sure any of the numbers are live any longer. certainly I’ve not got through to anyone on the last 5 occasions I’ve tried to use them.

We still been having success with the email contact side of things. We’ve used it a few times over the last few months and each time have got a response swiftly and usually a resolution to the issue as well. So I’d be keen to know if that ever changes!

But admittedly the phone number side of things has been useless for a while now.

Please supply the email you are using as I had one in Wales but no response to recent email from them.
Thanks

Daphne
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Suzie Welfare Rights - 08 March 2024 12:09 PM

Hi Daphne,

Thank you for all of your ongoing hard work on this one.  Given that the department currently insist that we contact Partnership Managers as opposed to ACSSLs and then simply direct to gov.uk websites is there a national list of Partnership Managers available at all?  I know it can be effective to build local relationships but we provide pb support nationally via various charitable referrals so have a really wide geographical area to cover.  Currently trying to build a DEA directory.

Thanks as ever,

Sorry Suzie missed this till the post below came on. The regional partnership managers can be found at https://www.gov.uk/government/publications/dwp-partnerships/national-partnership-teams and jobcentre district managers at https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/398695/jcp-district-managers.pdf (not sure how current this one is - just found on a google search.

But I’ll ask the DWP if they will provide lists of local partnership managers and let you know if I hear anything…