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UC Helpline number on letters from HAAS
I’ve had a client of mine who has had a letter from Health Assessment Advisory Service saying that they’d not had a UC50 form back yet and to urgently return it. A colleague rang the number on the letter on Monday and was told that they had no information and would arrange a case manager to contact the client. My client came back this morning and the case manager gave them a different number to ring as they also had no information.
Turns out the number on the letter was for the UC helpline not for Maximus (the WCA provider in my area). I rang the number for Maximus and sure enough was immediately connected to someone who could check and see the form had been recieved and the letter had just crossed with the form.
It feels distinctly unhelpful if the letters from HAAS are being sent out with the UC Helpline number when the helpline is, of course, unable to help! Has anyone else seen this or was it just an unlucky one off? If it’s not just me perhaps Daphne would be able to raise it with with the partnership team as this feels like a distinctly customer unfriendly development.
The letters I have seen have had the number for Maximus (who work in partnership with Capita).
The letters I have seen have had the number for Maximus (who work in partnership with Capita).
That’s encouraging, hopefully it was just a one off mistake then.
Do post here if there are other examples as I can definitely raise via the stakeholder forum