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Pension Credit Processing Delays
Yes this year’s Pension Credit Day of Action on 15 June led to a 275% increase in PC claims being made compared to same week in 2021
https://questions-statements.parliament.uk/written-questions/detail/2022-07-07/32578
We are just getting outcomes in now from PC claims made in January this year. A 6 month delay in a subsistence income payment is outrageous really. Especially when some claimants are in poor health.
Changes of circs (supersessions) are similarly delayed.
So claims made in June may not be paid until the dead of winter… after receipt of autumn’s fuel bill.
FOI - ‘What is the current ratio of Decision Makers to Pension Credit Claimants nationally’?
‘Under Section 12 of the FoI Act the Department is not therefore obliged to comply with your
request and we will not be processing it further. The reason being is that The Department is
unable to provide any of the information you seek within the appropriate costs limit, as the
definition of a decision maker covers a wide range of the Pension Credit claims process,
including clerical intervention and system-based decisions’.
‘We have considered, as required by S.16 of the FOI Act, how we might help you to bring your
request within the cost limit. However, because your request is so specific, we are unable to
help you do this’.
https://www.whatdotheyknow.com/cy/request/what_is_the_current_ratio_of_dec
‘We currently aim to process claims within approximately 35 days from receipt, although this
time can vary if we have to seek additional information from a customer in support of their
claim. However, following the successful launch of our campaign to increase take up of
Pension Credit, we have received an unprecedented number of claims, which means some
claims are experiencing further delays but we are processing claims as quickly as possible.
All successful claims and arrears are paid accordingly to ensure no one misses out’.
https://www.whatdotheyknow.com/request/what_are_the_current_waiting_tim#incoming-2086957
So claims made in June may not be paid until the dead of winter… after receipt of autumn’s fuel bill.
And what wrangling to secure the COL payment after that…
We’ve heard about a PC claim made online on 4 April who still hasn’t heard anything, who has had confirmation email to acknowledge claim was made, yet when they have spoken to Pension Service (after all the fun and games that entails anyway) was told the claim hadn’t been submitted.
It’s turning into quite a shambles and as Dan says, there are knock-on implications for being paid the Cost of Living Payments now. We’re trying to contact DWP colleagues again to see if we can gain any clarity.
Absolutely impossible to get through on the phone. If you phone helpline and they cannot put you through to the service centre on the first go they refuse to try again and you have to start from the beginning with another 25 mins for the call to be answered.
They’re telling people 8 weeks but we’ve had ones which have taken 6 months.
Anyone remember the days when it was touted as a gold standard service?
They’re telling people 8 weeks but we’ve had ones which have taken 6 months.
Me too - not too bad if the entitlement is small but if most of income will be PC it’s potentially devastating for claimants (fortunately in my case family were able to support while waiting).
Some recent answers by DWP Minister Guy Opperman to Parliamentary Questions about PC processing delays
https://questions-statements.parliament.uk/written-questions/detail/2022-07-13/36119
https://questions-statements.parliament.uk/written-questions/detail/2022-07-13/36116
The answer of a 40 day processing time jars with our experience that Feb/March claims only recently decided in July
I came on RightsNet to kill time whilst hold on PC and see my client is not alone…
She called today asking for help as she claimed PC last December and is still waiting. Apparently, she rings every couple of months and is told someone will get back to her in 10 working days. She’s not had a single call back. This really is outrageous. The client has limited leave to remain so I am wondering if the HRT delay means averaged processing time is measured in years, rather than days. Sigh!
We are similar here with a number of new claims outstanding after several months. The oldest being 29th March - well before the take up campaign was launched.
This was a straightforward claim with no further info being required. Initially advised would hear by 26th April, then told 35 days, then told there were large backlogs - never received any call backs despite promises. Never recd any response to official complaints and now in hands of MP but no response yet there. So frustrating!
Made another online claim today for a different client - it still quotes 5 weeks - you think they would try and manage expectations at the very least!
Latest Touchbase has this on PC:
DWP deals with influx of Pension Credit claims
Following the success of DWP’s campaign to increase take-up of Pension Credit, the service has received an unprecedented number of claims.
Additional resources are being deployed to ensure claims are dealt with as quickly as possible. Once an application has been received claim decisions will be sent out in the post within 6 weeks.
People can be reassured successful claims will be backdated to the date the application was made. It is important those who are entitled do not miss out.
Pensioners can check their eligibility on GOV.UK and DWP urges anyone who believes they may be eligible for Pension Credit to make a claim.
Would be interested to know if people have got clients waiting longer than six weeks for a decision. We’ve raised this issue repeatedly with DWP but we’re not really making much headway, other than similar reassurances as above.
So delays which long preceded the take-up campaign are now being pinned on the take-up campaign. That is not impressive.
Of course someone in central government almost certainly notes this lie and advises a minister that this is why the government doesn’t do take-up work.
<i>DWP deals with influx of Pension Credit claims
Following the success of DWP’s campaign to increase take-up of Pension Credit, the service has received an unprecedented number of claims.
Additional resources are being deployed to ensure claims are dealt with as quickly as possible. Once an application has been received claim decisions will be sent out in the post within 6 weeks.
/quote]This is a characteristically weaselly press release from the DWP spin doctors. They want you to believe that the delays are due to the takeup campaign. But if it is suggested to them that that would be a lie they can point to the precise wording, which doesn’t actually say that. They want your mind to subconsciously insert the words “Because of that…” before the second sentence, but can deny misleading you if you do.
Latest Touchbase has this on PC:
DWP deals with influx of Pension Credit claims
Following the success of DWP’s campaign to increase take-up of Pension Credit, the service has received an unprecedented number of claims.
Additional resources are being deployed to ensure claims are dealt with as quickly as possible. Once an application has been received claim decisions will be sent out in the post within 6 weeks.
People can be reassured successful claims will be backdated to the date the application was made. It is important those who are entitled do not miss out.
Pensioners can check their eligibility on GOV.UK and DWP urges anyone who believes they may be eligible for Pension Credit to make a claim.
Would be interested to know if people have got clients waiting longer than six weeks for a decision. We’ve raised this issue repeatedly with DWP but we’re not really making much headway, other than similar reassurances as above.
Clt claimed 12 May, in advance of her 66th birthday on7 June. Heard nothing, so called them on 10 August and somehow got transferred to a “processing officer”. Decision letter arrived a week later. Am wondering if the 6 weeks could refer to the date of claim or indeed the date an applicant reaches pension age??