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Forum Home  →  Discussion  →  Coronavirus (COVID-19)  →  Thread

Work and Pensions Committee asking if any evidence of problems getting through to DWP on phone - URGENT

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Andyp5 Citizens Advice Bridport & District
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Daphne - 26 March 2020 01:50 PM

I only know what was said in the evidence hearing yesterday Andy - they seemed to be saying they would try and verify over the phone in outbound call - clip of the relevant bit below -

https://parliamentlive.tv/event/index/f4fa274e-9c0e-4a7a-a981-a9c3e49c1a5b?in=10:01:13&out=10:01:50

we have asked for proper guidance about the process for both digital and non-digital claims including the verification process

Thanks Daphne!

Dan Manville
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Greater Manchester Law Centre

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Daphne - 26 March 2020 01:50 PM

we have asked for proper guidance about the process for both digital and non-digital claims including the verification process

Will that, or might that,  include guidance covering when the biographical checks can’t access enough information?

I’ve seen guidance covering what happens when people fail their biog but “sorry we don’t know you” from DWP is a new one for me but has been reported today.

Thanks

Andyp5 Citizens Advice Bridport & District
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From CITA for UC

‘Verify

We have received an update on Verify ID appointments from the HTC programme team.

Currently the client is still required to ring the 0800 number they are given. At the point they get through, they will be told not to attend the JCP but will be offered a telephone appointment instead.

The client will receive a call back from a work coach who will confirm circumstances and process their claim. They ask clients to gather all available evidence for this call’.

KMJones
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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