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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To wonder if anyone has ever actually got through to DLA helpline

34 replies

mstroutpout · 24/08/2021 13:53

On hold for an hour and 45 minutes currently... This is my 8th attempt. Sometimes the line just goes dead, other times I'm on hold for an hour or more and have fo give up due to commitments.

I've tried pressing a different option and hit through to a person who orders forms for you but she couldn't help with queries, she could only send forms.

I just want to know if they got our form or not. It's been 8 weeks

OP posts:
blueberrywaffle · 24/08/2021 14:04

Can take up to 16 weeks,.. they take the piss

Original poster
mstroutpout · 24/08/2021 14:09

Bloody hell.

I'm not so worried about the waiting for the money - well, I am, but it is what it is.

I mostly just want to know they've got the form as what if I'm waiting in vain and the form went missing. I'm still on hold Shock

OP posts:
Original poster
mstroutpout · 24/08/2021 14:10

It amazes me there's not an acknowledgement email saying "we've received your form, here's an account number or claim number or whatever, we'll be in touch" so people at least know something will happen at some point

OP posts:
Hankunamatata · 24/08/2021 14:10

We got a text message or email.when forms were received but in NI so might be different

Hankunamatata · 24/08/2021 14:15

Yep NI is different 🙄

Original poster
mstroutpout · 24/08/2021 14:23

Ah I'm glad you said that about NI as I'd have worried I didn't get a text. I'm glad they've got their act together there at least!

OP posts:
Sirzy · 24/08/2021 14:25

I got a letter about 6 weeks after they had received the renewal to say they had received it and that it would up to 8 weeks before I heard anymore.

Original poster
mstroutpout · 24/08/2021 14:35

@Sirzy

I got a letter about 6 weeks after they had received the renewal to say they had received it and that it would up to 8 weeks before I heard anymore.
Hmm that's interesting. Well I'm not giving up today... I'm reminded of that episode of friends where pheobe is on hold for days
OP posts:
Sirzy · 24/08/2021 14:40

Good luck hope you get through soon

DontBeAHaterDear · 24/08/2021 14:41

I got a text telling me that they’d received the form. I waited 8 weeks and rang them to check if a decision had been made. I was on hold for maybe 45 minutes that time. I think it might depend on what time of day you call. I rang at about 4pm. It could be lots of staff are on annual leave right now due to the time of year but there is usually a pretty long, annoying wait on hold. 45 minutes seems to be the rough time I wait for when I’ve had to call them. That’s after a bored voice of someone who’s had their soul crushed, tells me to ring other numbers for other things. I’m in Wales btw which I imagine is the same system as England.

MyDcAreMarvel · 24/08/2021 14:44

You will get a letter but it could take up to 9 weeks. When you renew always send special delivery.

TheQueef · 24/08/2021 14:48

It's deliberate.
Don't let them stall you, the waiting/ decision times are a disgrace.

Original poster
mstroutpout · 24/08/2021 14:55

I got through!! Hurrah!!

I agree they are either deliberately making the wait times long to dissuade people from bothering. Or they have chosen to under staff that department in particular. Or, I suppose, a bit of both.

They have my form and I'm in the system so that's good news. They couldn't tell me anything about the actual claim but at least I know something will be down eventually. Thanks all, it helped to vent while I waited

OP posts:
Sirzy · 24/08/2021 14:55

@TheQueef

It's deliberate. Don't let them stall you, the waiting/ decision times are a disgrace.
I agree.

I sent DS renewal off in July it’s due in November and I already have a horrible feeling it will get to October and I will be chasing it in a panic.

nonotmenotI · 24/08/2021 14:59

I got through after 3 phone calls and being cut off as I answered the security questions. They did call back.

We were 12 weeks for a change of circumstance. My friend was 14 weeks for new application.

I never got a text. You should get a letter about 8 weeks later with the number and reference number on it telling you they've got your applications but it's delayed for whatever reason and they will be in touch soon. We got one at 4 weeks, 8 weeks and 12 weeks then got another letter a week later with my sons new award.

Original poster
mstroutpout · 24/08/2021 15:06

Thanks all. It seems everyone experiences something slightly different. What a strange system!

OP posts:
dentydown · 24/08/2021 15:23

I fell asleep waiting for someone to pick up the phone at the DLA. In my defence I was exhausted! I woke just in time for them to answer.

MulberrySquash · 24/08/2021 15:37

I've got through twice and they were really helpful both times. Think I was on hold around an hour though..

LadyOfLittleLeisure · 24/08/2021 15:54

Nope, I've never managed to get through to them and ended up writing to them

x2boys · 24/08/2021 16:10

Try first thing or just before they close, i have got through much quicker at those times.

Confiscatedpopit · 24/08/2021 16:25

The whole system seems designed to make you fail to be honest. Everything from the six week deadline (more like 4 when you have to receive the form and allow time for them to receive it back). Can’t believe you can’t register for the form online is order to start a claim- particularly as they seem to have issues with post generally. I sent mine yesterday- I’m guessing I must have spent at least 30 hours of my time filling it in. Lots of printing involved, chasing of evidence- very hard work.

Original poster
mstroutpout · 24/08/2021 17:21

@Confiscatedpopit

The whole system seems designed to make you fail to be honest. Everything from the six week deadline (more like 4 when you have to receive the form and allow time for them to receive it back). Can’t believe you can’t register for the form online is order to start a claim- particularly as they seem to have issues with post generally. I sent mine yesterday- I’m guessing I must have spent at least 30 hours of my time filling it in. Lots of printing involved, chasing of evidence- very hard work.
They absolutely do make it very difficult on purpose when by the very nature of the benefit we are claiming means we're likely to be time poor. I found the form quite upsetting and had to keep putting it down and coming back to it and the time pressure didn't help
OP posts:
Confiscatedpopit · 24/08/2021 17:33

Can definitely relate. I felt down completing it- listing all the worst things about one of the people I love the most is pretty damn draining. :( hope you are ok.

Original poster
mstroutpout · 24/08/2021 18:07

Thank you. I'm sorry it was hard for you too. I know what you mean, I kept wanting to put down all the things she's good at and the positives but obviously that's not the point. All done now though fingers crossed it was worth it Smile

OP posts:
MyDcAreMarvel · 25/08/2021 09:24

I agree they are either deliberately making the wait times long to dissuade people from bothering. Or they have chosen to under staff that department in particular. Or, I suppose, a bit of both.
Neither of these things are true, Covid has caused delays with dm being unable to work for short periods either self isolating or if they actually have Covid or are caring for a child with Covid.

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