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Friday, 16 November 2012

Case Notes

2nd August 2012
Client came to advice centre. Very difficult to communicate with as has quite severe mental health issues and found it very difficult to focus. Client has received an overpayment of Income Support for the period ... . Client says that he can't remember what he was doing during this time but that he wants to appeal. Difficult to write reasons for appeal on form as little is known about situation surrounding overpayment. Completed an appeal form with client and advised that he will be contacted when paper work arrives.

9th August 2012
Received a call from DWP. Was told that reasons given on appeal form are not adequate. Tried to explain that client has mental health problems and was therefore not very coherent regarding his reasons for the appeal but that it was thought best to submit appeal form to get ball rolling and so that client can be given advice about his prospects of success when paper work detailing reasons for decision about overpayment arrives. Was told that appeal will not be accepted. Requested a statement of reasons for the decision instead so that client can be given advice about why the decision was made. Requested that statement be sent to the advice centre rather than client. Was told that this was fine.

17th August 2012
Called client to advise that statement hasn't arrived yet. Called DWP. Was told that statement has been requested and that it cannot be confirmed how long it will take but it 'shouldn't take too long'.

17th September 2012
Wrote to client to tell him that statement still hasn't arrived and to advise him to send statement to advice centre if he receives it instead. Sent client stamped, addressed envelope.

11th October 2012
Client came to advice centre. Statement has still not been sent. Called DWP with client present. Was told that there was no record of request for statement. Explained that another DWP rep said that statement will be sent so there must be a record of the request. Was told that this will be looked in to. Asked if this phone call could be treated as request for statement. Was told that it needs to be in writing. Wrote again.

25th October 2012
Reviewing case. Statement of reasons still not received.

31st October 2012
Called DWP as still no sign of statement. Was told that email was sent to relevant department on 12/10. Was told that someone would call back today with an update. Did not receive call back.

7th November 2012
Called DWP for another update about statement and its whereabouts. Was put on hold. Phone went dead. Called back. Was put through to another department. Phone went dead. Called again. Explained situation. Was told that someone will call back within 24 hours.

8th November 2012
Did not receive call back. Called DWP. Was advised that call back would be made within one hour in accordance with 'escalation procedure'. Did not receive call back after one hour. Called DWP again. Was told that manager will now escalate this as an urgent issue and that call back will be made before 5pm today. Did not receive call back at 5pm. Waited until 5:45pm.

15th November 2012
Called DWP. Was told that there was no record of any requests for call backs. Explained to rep that all that is needed is a statement of reasons for decision about overpayment. Was told that this would require a call back from another department. Insisted that call back be made to advice centre ASAP. Was told that call back would be made within one hour. Did not receive call back. Called client to ask if he had been called by DWP. He said not.

16th November 2012
Called DWP again. Pleaded with them to call back today with information about why it's been so difficult for the statement to be sent to client. Was told that call back would be made within 30 minutes. Waited for an hour and no call back. Called DWP again after two hours. Was told that there was no record of phone number for advice centre. Explained that this is impossible as this had been given and confirmed during each call. Was told that someone will call back within 24 hours. Explained that this time scale was unacceptable given that this has been going on since August. Was told that call back will be made within one hour. After one hour, finally received call back. Was told that a statement could be prepared but that there was no record of client having given his authority for advice centre to act for him. Explained that client had given his authority on his initial appeal form for advice centre to act for him. Was told that appeal form is with another department. Asked why it can't be scanned and emailed to the correct department. Was told that it is not clear which department it is with. Was advised to write to DWP an enclose a form of authority signed by client and that when this is received, statement of reasons will 'hopefully' be sent.

Cool. Really glad that's all totally sorted.

1 comment:

  1. Ah! the marvels of bureaucracy. I hope you have better luck with your other clients.

    ReplyDelete