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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

AIBU to wonder why Universal Credit journal entries barely ever get a reply??

75 replies

UndertheCedartree · 14/10/2021 19:22

I have a longstanding 4 year battle with Universal Credit. According to the annoying messages when you try to phone them the journal can be used for anything. But how so when an answer is so rare. And usually just states the query will be passed over to the case worker who will contact me - but of course they never do. I can't make the phone calls alone as I end up in tears and have a lack of support right now - Care Co is long term sick, Children's social worker left as did my DV counsellor. My volunteer was stopped.

Does anyone have any inside knowledge as to what is happening? Why does noone answer the journal??

OP posts:
UndertheCedartree · 14/10/2021 22:27

@CiderJolly - I am asking for an update on my housing costs. The 3rd form (last 2 were lost by UC) were sent in May. Trying to find out if they have been received and actioned and what the next step. I have also asked if the disabled child allowance can be back dated. Believe you me ALL of my queries require a response!

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UndertheCedartree · 14/10/2021 22:30

@Musereader - I'm not expecting a reply the same day. But my query was in May - 5 months ago!! This whole thing has dragged on for 4 years! I'm not blaming any individual but as a service it is diabolical and noone I speak to on the phone seems to care except the odd gem who is appalled and then is able to do something to push things along!

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UndertheCedartree · 14/10/2021 22:32

It seems if you have a work coach you get answered but if a caseworker you get ignored. Caseworkers are never available to talk on the phone - they will apparently get back to you - except they never do.

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CiaoForDiNiaoSaur · 14/10/2021 22:37

@UndertheCedartree I have a work coach who doesn't reply. And when I do speak to him he has no idea what I'm talking about. Hmm

UndertheCedartree · 14/10/2021 22:38

@Musereader - well yes, I did ask as soon as my DS got his award - still radio silence.

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Bythehairywartsonmywitchychin · 14/10/2021 22:44

@Musereader raise a CIL/SIL question.

MyDcAreMarvel · 14/10/2021 22:46

@UndertheCedartree yes they will backdate the disabled child element. Join the universal credit essentials Facebook group , they are a registered charity and very knowledgeable.

UndertheCedartree · 14/10/2021 22:49

@CiaoForDiNiaoSaur - I just wish they didn't claim how great the journal is for everything. It's complete rubbish at doing anything! I was given a date for completing my application for housing costs except it was completely out of my control as UC needed to action it. I was assured at the time it would definitely be done by that date. Think that was about 18 months ago!

I just wish the people on the phone would be honest that they clearly have little training and are snowed under so they can't respond to things within a reasonable time frame. They show no empathy and just seem bored. It is only very occasionally you speak to some wonder person who is very unhappy with claims taking so long and go on to unearth all the mistakes made by colleagues further back and can correct. Then you are one tiny step forward. And then it just continues the same, ignored on journal and given conflicting and incorrect information when you phone. And then oh of course they lost the forms again. The bloody forms it took them 2 years to send in the first place. It's exhausting! And it affects vulnerable people the worst. It really is a scandal.

OP posts:
UndertheCedartree · 14/10/2021 22:49

Is there any way to even raise a complaint??

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UndertheCedartree · 14/10/2021 22:51

@MyDcAreMarvel - thank you so much - I will join the group.

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Bythehairywartsonmywitchychin · 14/10/2021 22:52

Complaint online form makeacomplaint.dwp.gov.uk/

UndertheCedartree · 14/10/2021 23:16

@Bythehairywartsonmywitchychin - thank you!

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MyDcAreMarvel · 15/10/2021 00:24

@UndertheCedartree I just noticed the group is archived atm but they have a forum also.
forum.uceplus.co.uk/

MyDcAreMarvel · 15/10/2021 00:24

@UndertheCedartree better link
forum.uceplus.co.uk/

mellongoose · 15/10/2021 05:14

Is there a way to make an appointment face to face or even just drop in? Sorry your MP wasn't able to help. Their caseworkers are usually great IME.

Whiskyinajar · 15/10/2021 05:19

@Musereader

Because we have 1,500 claimants each and journal messages are the penultimate thing we do, so we usually get to them by Wednesday or Thursday and have so many to do that it takes all day.

As a case manager we have 5 'triggers' (Numbers in brackets are the average we have to deal with in a day)

Trigger 1 is to triage new claims that came in overnight, (10) and a few other time critical things (to-dos), like verifying childcare,(0-5) verifying terminal illness, (rare) verifying social housing (2-3) and verifying caring (1) this is up to 1/2 hour per day

Trigger 2 is manual payments (2-10), so for whatever reason approx 10% of claims have payment that need manual intervention, either to calculate the deductions (2-8) or to calculate the entire payment because of non standard housing, (2 per week) or to print statements for telephone claims and put them in the post.(2-4) this is up to an hour per day

Trigger 2 is blocked cases (40-60), figure out why they are blocked from making payment and take steps to unblock them, like calling self employed people to ask them to fill in their income and expenses, this takes 2-3 hours per day.

Trigger 3 is Journal messages, (10-14) this can take upwards of 1 hour per day usually about 3 or 4

Trigger 4 is payment accuracy where all the overpayments and underpayments and students and mortgage to-dos are.

Trigger 5 is other actions, like consider close claim .

Inbetween all that, outside of triggers are the handovers (4-8) and contacts from telephony and work coaches to help out customers (3-4)

I usually get up to my journal messages in a day and stay there for the rest of the day. As you can imagine, there are a broad range of things in there and it can be a simple as 'no, you can't have an advance' to spending hours to try to find out who can do this specific rare to-do. Usually there are advance requests (3-4) rti disputes (1-2), questions about the statements (3-4), explanation/mandatory reconsideration requests (1-2) explanations of a change (2-4) requests that we pass onto the jobcentre (1-2) questions about how to report changes (3-4) and stumpers that you hang on to for weeks until you solve them

I am up to journals for the 11th (have 7 older that I had to pass over for someone else to action), and currently have 35 so I am 3 days behind, and I am relatively quick, one of my colleagues has 70+ journal messages, I try to help her out sometimes but she just can't seem to keep them down, most people have between 10 and 30 at any one time.

So yeah, we don't always get to them every day, and we are not always able to answer them

Thank you @Musereader, that's hugely helpful to know. Sounds like a nightmare.
CiderJolly · 15/10/2021 11:25

@UndertheCedartree

Are your housing costs private rented, social housing or mortgaged?

WellThisIsShit · 15/10/2021 12:14

How helpful is your GP? Mine lambasted universal credit and the job Centre, and I have no idea what she did but she was so angry at what was happening she got me 5 months backdated disability premium (or whatever it’s called).

My ‘work coach’ kept refusing to refer me for an disability assessment, although I’d got a sick note saying I was permanently disabled and unable to work, & a universal credit person had come round to the house to verify all my details and look at medical letters etc, as I was home bound (well, bed bound really).

Then followed months of terrifying (phone) interviews and processes where she kept saying she ‘had’ to tick yes I was looking for jobs for 35hrs+ a week and I was saying of course I haven’t done that, the issue isn’t LOOKING, it’s actually WORKING. I’ve been in bed unconscious for 22 hrs a day and this call is hugely painful and will impact my health for days after… and she’d just sigh and say ‘well you’ll end up being sanctioned and if I sanction you I can make sure you don’t get benefits for two years, so you better start trying to get better hadn’t you?!’

The first time I thought she hadn’t understood it was a permanent, degenerative condition that you don’t ‘get better’ from. And that I’d worked in a professional job for years, slowing cutting back my hours as I became ill, until it was impossible to work any longer. Due to my health. So carefully explained again. Emailed over more evidence. Huge amounts of evidence. Helpful websites. Doctors notes explaining it again for her Etc.

But after the fifth call I realised she was doing it deliberately. Blocking the disability assessment, & refusing to move me off the full on job seekers track, taking pleasure in terrifying me each week by setting hurdles it was impossible for me to do… grim times.

I completely sympathize with you OP. My mental health took a battering and I was pretty resilient at the beginning, but by the end of 9 months I was in bits.

I’ve blocked a lot of it out now, as thank goodness it was a number of years ago, but I do remember a particular highlight of the way she behaved was this:

She told me (threatened me) that she was putting me to work in Sainsburys, shelf stacking, in their ‘get back to work’ scheme. Where you have to work to get your universal credit (I think they might have stopped this now? Or maybe not, I remember the outcry at the time though, modern day workhouse slavery!)…. Anyway…

Me… shelf stacking. It would hugely impact my health to even try and lift one or two light products for my own shopping, let alone for a job. I have carers to do my shopping for me for that reason. Perhaps she was expecting the carer to come along too and do it all for me whilst I just sat there directing them like a very embarrassed gooseberry?!

That’s assuming I lasted long enough to get up, dressed, and out of the door, and to the shop, wherever it would be. Oh and if it wasn’t in wheelchair distance that would be a problem as I have to take ambulance transport to get anywhere further as I have to travel lying down flat. And oh yes, sitting us really hard for me too, as well as staying awake… so just a few barriers to this terribly good and appropriate, humane, plan!

All of which she, and her manager was well aware of.

At this point my wonderful GP finally flipped and phoned ‘a few people’ at universal credit, and it all went away… thank god. I no longer have to talk to the job centre. And have been recognized as disabled. And got 5 out of 9 months backdated.

I love my GP.

My GP was grimly satisfied when I told her that her intervention had been successful, and observed that doctors still have some ability to be heard and fight on behalf of their patients. I suspect it’s rare though… but worth trying?!

CiderJolly · 15/10/2021 13:45

@mellongoose yes you can just drop in to the JC now if you wish

UndertheCedartree · 15/10/2021 19:17

@CiderJolly - mortgaged.

OP posts:
UndertheCedartree · 15/10/2021 19:19

@mellongoose - all that happens if you go to the Job Centre they give you access to a computer to write on the blasted journal!!

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UndertheCedartree · 15/10/2021 19:30

@WellThisIsShit - how scary and exhausting for you! Absolutely disgraceful how you were treated and so glad you had a GP. Fortunately I've not had to deal with that next level awfullness - so sorry for you Flowers

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CiderJolly · 15/10/2021 21:19

@UndertheCedartree so you can get Support for Mortgage Interest payments which is now a loan, in effect, I think and you have to have had no earnings income for 9 consecutive assessment periods. Case Managers deal with this, not work coaches.

UndertheCedartree · 17/10/2021 09:04

@CiderJolly - yes, I know and I've been trying to get it for over 3 years. I don't have a work coach. When I ring up they always promise the case manager will get back to me but they never do.

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CiderJolly · 17/10/2021 18:56

Ask them to attach the application form to your journal, you can print it off, fill it in and send it to your mortgage provider. Is your ex on the mortgage? Because if they are, they will need to agree too.
Are you telling me you’ve been waiting 3 years for a form?