Hopefully you have received Paul Howarth’s note on the new number and resolving the issues with the IR staff. I presume this is a Call Centre; as usual with this horrible invention, whether the staff have actually been fully trained is impossble to know. I should add that I got through to a helpful person this morning too.
Incidentally, despite the just released Circular on official error overpayments, I(and some colleagues on the working group) maintain that it is for the LA to decide what is an “official error”, either by DWP or the Revenue, under reg 99. If there are errors on the proformas, these MUST surely be non-recoverable and attract the full rate of subsidy (and I do not think you have to jump through hoops to justify this either). I appreciate the customer has some responsibility but so many customers are saying “I applied months ago but have heard nothing” that I supect we got the forms back well before the award letters were issued.
