Guest post from Panther
After having sent all the paperwork and extra medical evidence in for an appeal in November I still hadn’t heard anything so I spoke to the appeals person from my welfare rights team who had helped me fill the forms in yesterday and they advised me to ring the benefits people. Although the welfare rights person is acting on my behalf he said he wouldn’t be able to phone as I wasn’t with him to answer the security questions and give my permission for him to talk to them for me.
For 10 minutes yesterday I was left hanging on the phone while I waited to speak to an advisor, when I eventually got to speak to someone I was told that yes there was a note on my file that said I had requested an appeal and she could see the letter on the system that had been sent in dated 21st November 2011. The advisor told me it can take months for them to reach a decision when they look at your ESA claim again but she would put a link through to the department dealing with it and ask them to contact me to give me an update.
So this morning I got a phonecall from a DWP office in Hyde why I was getting a phonecall from an office in Hyde when I’d been told to send all the paperwork to Cosham I don’t know. The person at the Hyde office told me there was no note on the system saying that I had requested an appeal and that they hadn’t received any paperwork relating to it. They were going to put another link through to Cosham to see if they had the paperwork somewhere.
I then made another phonecall to the DWP on the number I’d rung yesterday and after another wait of over 10 minutes I was told by another advisor who I discovered aren’t advisors at all just call centre workers that the Hyde office are right there is no record of me asking for an appeal or any of the paperwork that I’d sent in to support my appeal. After a very stressful phonecall where I got very upset arguing how could one person tell me there were notes of an appeal being requested plus when I said a letter was sent requesting for an appeal and that letter was dated 21st November I was told yes I can see that, in less than 24 hours all these things have disappeared!!
I’ve now got an appeal form being sent out to me so have to arrange another visit from the welfare rights appeal person again and have been advised by the call centre that I can either send it back in the envelope provided or I can go to my local job centre. But even going to my local jobcentre isn’t straight forward I can’t just pop in there when it is done I have to phone the call centre back and make an appointment to go into the jobcentre because that is the only way I will be given a receipt for the paperwork I take in. How hard can it be for someone to write a receipt?
Apparently on this second appeal paperwork I have to state that this is a second request for an appeal and we want it accepted because the first paperwork was lost. I’ve got to do this because by only now finding out that none of the appeal stuff was received I am passed the time period I had in which to request an appeal.
This afternoon as I sat still thinking over all I’ve heard this morning I decided to try and speak to the Cosham office so I rang again and yet again was in a queue for over 10 minutes to find out that you can’t be put through to a specific benefit office it all has to go via the call centre who put a link on the system then asking that particular office to call you back!
By talking to this third person I learnt that at the call centre they only have access to certain things on the system they are unable to see any correspondence that has been sent in etc so she can’t understand how the first person I spoke to told me she could see the letter I was talking about.
I also finally had it explained to me why there were two offices involved, if I was a new claimant of ESA then my claim would be dealt with in Cosham that’s why letters I receive have Cosham’s address on it. But because I am moving from Incapacity Benefit to ESA it is dealt with by Hyde.
I did get told this afternoon that the person I’d spoken to this morning had put a link into Cosham and they have said they never received any of my paperwork regarding an appeal.
So now I’ve been advised that when I’ve filled out the appeal form and got any supporting evidence together to phone and make the appointment to go to the job centre and get them to fax it over to where it needs to go to as that will be the quickest and safest way of ensuring it is received.
I suggested to the call centre worker that perhaps letters of acknowledgement should be sent out for example when I do a DLA form I receive a letter to say they have received it and it should be processed in X number of weeks. At least if ESA did that I would of known within 2 weeks of send all the information in that my request hadn’t been received and could of acted on it sooner. I said this whole change over of benefits is stressful enough without having to deal with hearing different things from various people when you phone up and paperwork getting lost. The call centre worker agreed with me and said many of the suggestions disabled people had made the call centre workers agreed with but they were just call centre workers on behalf of DWP so couldn’t do anything
Now I just have to hope when I’ve filled everything in for the appeal that it is accepted and then wait for the outcome.