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

UC and proof of ID - sent round in circles

Peter Turville
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Welfare rights worker - Oxford Community Work Agency

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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?

Dan Manville
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Greater Manchester Law Centre

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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.

Madamejones
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Benefits Take Up officer - Cheltenham Borough Council, Gloucestershire

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Peter Turville - 26 March 2020 09:41 AM

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!

KMJones
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Early Warning System, Child Poverty Action Group

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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

Carolyn McA
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Adviser, Citizens Advice and Rights Fife

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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.

Andyp5 Citizens Advice Bridport & District
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Citizens Advice Bridport & District

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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’.