Call recording - outgoing calls from the Jobcentre (Universal Credit)
Would anyone know if work coaches calls are all recorded and if so, would it be a ‘Subject Access Request’ to get it or is there another route I’m missing? I know the calls are recorded on the UC enquiry line and outgoing calls from the service centre but I don’t have enough contact with the jobcentres to know if all their calls are recorded. I have an awful case of a work coach behaving appallingly towards an 18 year old.
Thanks in advance
Work Coach phone calls to claimants from Jobcentres are not generally recorded and I have never come across an instance.
If you need further information I would contact the PCS Union which represents Jobcentre staff.
You might also be able to SAR their internal records, which might back up your client’s version of events.
In terms of resolving the issue I don’t know that you’ll particularly need evidence. I recently had a case where as far as I could tell the WC had actually done the client a fair few favours, but nonetheless he felt wronged. After we refused to help he went to his MP, and the WC was reassigned within 14 days.