Terms & Conditions

[Accura]

We are currently having problems with the DWP delays in processing new claims. Some of which are taking in excess of 10 weeks to process.

This leaves us with no option but to assess based on either “nil income” or the income declared on the form. At present a form is received and if the assessors see that its IS/JSA instantly write out for all other income and capital details. As this is now a fairly stable problem my suggestion is to actually issue the information request with the new claim, so all IS/JSA claimants are advised to supply tax credits, capital etc etc at point of first contact. This way, as soon as the claim is received we can go ahead and process and reduce days to process.

Furthermore we are unable to call the DWP to check claims, the reasons for delays in order to determine first info date and any other queries. This means that we are potentially going to be visiting several claims twice, as we will need to adjust dates once the awards of IS / JSA are made.

1) what are other sites doing in this situation? – I can’t see there being any issues in terms of audit as we are ensuring we can pay HB/CTB to customers based on their current income and to do otherwise would create hardship.

2) have any sites managed to get the DWP to dedicate phonelines for LAs in an attempt to ease the situation

One of my concerns is that customers new to benefits view the DWP and the LA as one and the same and with the upcoming customer surveys we could be in for a pounding!

[jmembery]

1) We are doing much the same as you. We process based upon the income declared on the form and offer to visit them to collect any necessary evidence.

2) Sadly no.

[Accura]

thanks for that – its reassuring to know we’re not alone!

This issue needs to be addressed by the DWP, the site I have just come from had the beginnings of the same problem, it seems the phone lines have been turned off before the new RATs have gone live and the teething problems with CMS have been sorted out.

[Accura]

We are finding that customers are claiming via CMS then submitting a HBCTB claim directly to us – can LAs refuse to accept a claim if a CMS claim has already been made?

[andyrichards]

Short answer – no. You cannot “refuse to accept” a claim duly made.

[Accura]

thanks for that….

It seems we will have to take the claims and continue to assess them as its unacceptable for a claimant who has claimed via CMS to wait more than 2 months to have both a primary benefit and CTB / HB paid.

[Accura]

thanks for that….

It seems we will have to take the claims and continue to assess them as its unacceptable for a claimant who has claimed via CMS to wait more than 2 months to have both a primary benefit and CTB / HB paid.

[raquel]

Recently had liaison meeting with JC+ and other Local Authorities in the district. JC+ District Manager said she was unaware of the issues with CMS being raised by any other LA’s elsewhere!

Just want to confirm if anybody else has/is raising CMS issues at local level, or is anybody escalating problems to higher levels?

[raquel]

Recently had liaison meeting with JC+ and other Local Authorities in the district. JC+ District Manager said she was unaware of the issues with CMS being raised by any other LA’s elsewhere!

Just want to confirm if anybody else has/is raising CMS issues at local level, or is anybody escalating problems to higher levels?

[Author]

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