Diary of a benefit claimant.

I used to work for the old DHSS and also the Dept of Employment. Whilst the benefits system was often complicated and sometimes tardy, I can’t help looking back nostalgically to the days when all claimants attended an interview when we took all the details, asked them the necessary questions and cleared up any misapprehensions. Ok, there could still be problems, but these could usually be cleared up by further interview/phone call. We were expected to communicate directly with the person most of the time. That is where todays system fails, in my opinion. And no good saying too many people claiming now! Unemployment reached an all time high, not yet surpassed either, when I worked for the D of E and we had plenty of part time workers to deal with too. The system is not fit for purpose in my opinion. And don’t get me started on how utterly appalling the job search ‘help’ is. In the hey day of the Jobcentre (where I also worked) we actually had knowledge sufficient to really help people get back into employment. I won’t tell you what I think of the system now!

About 10 years ago I had the misfortune to be out of work for a short period. I had to sign on for benefits, for the first time in my life ,.
It meant I had to go to the benefits office every week to sign on , with proof of job search for the previous week . I never missed an appointment despite the benefits office being 2 towns away from me..
At the time I was over 50, and we had snow that winter, and to get to the benefits office meant a trudge 2 miles downhill to the train station in thick snow , which I did, and about 1/2 a mile from the station, I slipped on the ice fell and cracked my tailbone . I couldn't walk so I called them immediately in some distress, explaining what had happened and that I wouldn't be able to get to the office that day.
I duly received a letter several day later, sanctioning me from receiving any benefits for 3 months . I appealed the decision showing proof of my injuries, etc., and they upheld their decision I was astonished at the lack of empathy and common sense. .

I would do anything now, so I never to have to claim benefits.. and I feel for those who are having to deal with these people, and are affected by their decisions

I haven't found any info on one at my job centre, and neither did my daughter have any help in that respect when she had to attend.

Yes MissAdventure- i used my sons journal to ask questions or to let them know when things were 'wrong' etc, even on his behalf, and a couple of times the manager got back to us.

I have never heard of the 'facilitator' either, and thought i knew all there was with this system- it was certainly never mentioned when my disabled son had to go on UC and he had to go months while i tried sort it for him when he should automatically have moved onto disability benefit, not UC.He did have an understanding young benefit officer who tried to help all he could, but it still took almost a year, and no one mentioned a vulnerable facilitator.?

That's good to know.

Joevfl, they bypass medical certificates.
When my daughter died, they wrote to my gp and told him not to issue anymore, which is another reason that 2017 is the worst possible year they can ask me about..
I left the doctors, didn't claim anything but also wasnt well enough to work for a while, so "fell off the radar".

I have been on universal credit for a number of years, my local job centre were excellent. since lockdowns ended have been receiving fortnightly calls to check how things are, i retire soon so will be reliant on pension, but i can honestly say i have no complaints although i know many do.

It took 5months of me chasing them till they corrected THEIR mistake with tax credits last september when my son changed colleges.We had a huge cut in our money all that time.And that was when they HAD acknowledged it was their error.Goodness knows how long it would have dragged on if it had been ours. ?

Not benefits, but NHS. Just done a 35mile round trip to a hospital appointment only to be told that the required machine is not working, and hasn’t been since February. Not only my time and petrol wasted, but also the time of the consultant who was to do the treatment. I am so annoyed!!

Yes H1954- of course it is engineered to put folk off! ? i filled in forms to 'renew' PIP back in november- still waiting to hear back.....?

Another experience, my son is medically most unwell and can't make appointments for UC, so I went in with him the first time and explained and they have since phoned and contacted him electronically and been very kind and supportive. Fully expecting issues, we have had none.

H1954

I often wonder if delay tactics, late phone calls and enormously long application forms are engineered to put people off applying.

I have certainly always believed that they are.

As is their general unhelpfulness, condescending attitude and often downright rudeness.

It is absolutely vital that you keep a record of every contact. Calls are recorded and they can make a real difference in the event of a problem.
The system is absolutely criminal where people with illness are concerned. There is absolutely no attempt to help people who are already struggling. We eventually went to our MP for help for my daughter and they put us in contact with someone high up in the Department who chased everything up for us.
I really hope that your journey through the system is not a difficult one but experience tells me it will be an unsympathetic one. Different departments tell you different things and nobody ever seems 100% certain about what it going on. Paperwork seems to go missing so keep a copy of every form you fill.
Good luck.

@ H1954 I think you are spot on!

My 19 year old granddaughter, who is in a horrible toxic relationship has waited over 5 months for any benefit.

Hello,
I used to be a benefits adviser for people with mental health needs.
You may be aware of this, but make sure you have a Medical certificate from your GP as you can use this to make sure that they don't push you too hard to look for work.
Also, if you supply a medical certificate they should put you forward for a Work Capabiltiy Assessment. Depending on the result of this assessment it could result in you getting an extra £350 per month, which would make some difference to the bills:
www.citizensadvice.org.uk/benefits/universal-credit/claiming/getting-universal-credit-if-youre-sick-or-disabled/

its awful isn't it? This Tory gov't want no-one on benefits for any reason whatsoever and they make it so difficult for you to get help.

If you get no joy contact your MP, I would never vote Tory cos people do need a hand sometimes

So I sit on the other side, not working there currently, but spent 12 long years in the JCP and did numerous UC claims and I promise you it’s the system & process not the staff ! Most are honestly trying their best (not always successfully) to get things moving along !! Feel free to PM me if you have issues

The online journal, it's called.
I hadn't thought of it as a method of putting my two pennies worth in.
I shall do that, if I they make me keep a journal..difficult on an old phone and with bad eyes (and fingers- i forgot those)

I was just going to suggest you keep a note of day and time of each contact / event with the relevant persons name.
If a diary is provided that would allow it to be read in sequence
You have been run ragged MissA at the very worst time in your life, in anyone’s life .

MissA Have they set you up with your online diary (or whatever it's called) yet?

I had this happen to me numerous times and I wrote a huge complaint in the diary and had an area manager contact me.

BTW Make sure you have the date when you first made a claim because it should eventually be backdated.

Hmmm.
I haven't heard of the facilitator before.
I certainly could have done with that when I was trying to clear my girls home out, get guardianship of my grandson, write a cv, spend 35 hours a week job hunting.
I'll ask this time if they have one, because they absolutely made my life hell, and couldn't have cared less last time.
I'm not letting them get me to such a low ebb again.

It's an absolute nightmare and I really do hope you get something sorted as soon as possible. I'm convinced, like another poster said, that they deliberately making claiming as difficult as possible to put people off.
We are convinced that my very elderly inlaws are entitled to some form of benefits - not sure whether it would be attendance allowance or something similar - but when we received the forms, they were so complicated and asked for information that we just didn't have that we eventually had to give up.

MissA your situation is one (of many) that the current system is inadequate to deal with and I’m truly sorry that you’re having to deal with this at a time when you’re at such a low ebb.

My local Job Centre has a ‘vulnerable client’ facilitator and the person in that role has always been extremely helpful, I hope yours does too so that you get the help you need quickly and without further stress.

Sorry to hear about your UC difficulties. When I had to claim after my DH was ill I made 12 calls altogether but eventually they 'had all the info they needed' shoe size, how often you shower etc etc ??

It's worth it in the end but I know the whole process can be so disheartening.

I have no idea.
I think it is just to try and check that I'm not trying to pull the wool over their eyes, as I did spend a couple of months claiming job seekers allowance at some point in 2017.
The whole period is very patchy, but then my girl had just died.