GMWRAG has recently posted twice about the DWP and new freephone numbers for Universal Credit. You can find these tremendously exciting posts both here and here. Additional to these we now have new JobcentrePlus freephone numbers as follows:
Telephone: 0800 169 0310
Textphone: 0800 169 0314
Welsh language: 0800 328 1744
Monday to Friday between 8am and 6pm
All of this information is coming out in what we believe to be quaintly knows as “dribs and drabs” or has been discovered more by accident than design on social media. One is left with the impression DWP marketing have signed off for Christmas and possibly forever. We’re struggling to keep up. One can only imagine what a UC claimant must feel about all of this! Simple, easy to find and transparent? Er, no.
We are doing our best to agree that things are indeed getting better. Proof positive can be found in the strangest places. 5 years ago the CPAG Welfare Benefits and Tax Credits handbook had 1,784 pages. This year we’re up to 1,800. Clearly the pace of change is finally changing! Simplification is afoot!
Much of 2017 has been characterised by the cognitive dissonance between what DWP do and what they say they do. Thus we have a whole pile of freephone numbers to make life cheaper and easier for claimants but nothing resembling an easy way of finding them.
GMWRAG is a huge fan of W1A, the BBC series in which the BBC comedically dismantles itself.
GMWRAG would therefore like to gift you all of the freephone numbers either in or linked to from this post and end 2017 with an entirely appropriate quote from W1A. It appears this was the year in which DWP identified “… what we do best and found more ways of doing less of it better”. Neil Couling clearly fits into this picture somewhere.
Are we rambling? Yes, we are. Okay, we’ll stop now 🙂
GMWRAG would like to wish all our members an excellent Christmas 2017 (“it’s been worse than good and it’s about to get worse than bad”) and an excellent 2018 (“Let’s nail the jelly to the hothouse wall!”).
GMWRAG has updated the sub pages of the NWMHWRAG with so that the presentations to the group page now includes recent DWP responses to group questions about Universal Credit.
Within our “Protected: Resources for advisers in the North West” section we have now added email contact details for every DWP Partnership Manager within the Greater Manchester area. You’ll be needing these for those rare UC failures you may occasionally come across when you need some soothing Vivaldi and a cushion to bite.
These are only accurate as of today and you will of course need the asymmetric encryption key and pass card…
Oh, okay. Ask nicely and we’ll give you the password.
Further to our recent post on UC freephone numbers we have noted that our colleague Barbara Knight from Derby has posted online at the following additional numbers.
Universal Credit housing line
0800 328 3844
0800 328 1744
0800 328 0128
At the same time GMWRAG feels it important to bring to your attention the details of Christmas closures for these lines as reported in a somewhat sensationalist manner by the media. We’ll just give you the Grauniad version and leave it at that.
Following the announcement by David Gauke that call charges for calls to Universal Credit would be scrapped it appears that the new freephone numbers have been published on Twitter. You can find the actual tweet at https://twitter.com/rightsnet/status/935754885794058240. Rightsnet think these could be free from today. They are as follows:
Universal Credit Live Service
Telephone: 0800 328 9344
Textphone: 0800 328 1344
Universal Credit Full Service
Telephone: 0800 328 5644
Textphone: 0800 328 1344
All numbers are available Monday to Friday between 8am and 6pm so it looks like little account has been taken of those people on UC and in employment. The very people who will mostly only be able to ring at lunch times or on their way home. Ah yes, employment. The thing UC was meant to incentivise!
Calls to these numbers have been free on all providers since 2015. However, GMWRAG has already noted that the textphone number for live and full service is the same. The potential for confusion for when dealing with hearing impaired clients should be obvious, but apparently not. Granted the tweet does says that “If you don’t have a Universal Credit online account and contact us by phone you are using Universal Credit live service… If you have a Universal Credit online account and contact us via your online journal you are using Universal Credit full service.”
GMWRAG is highly amused that “building a welfare system that is fit for the modern world” doesn’t seem to include spending money on having phone numbers which automatically re-direct so, yes, you guessed it… anyone unaware of the new freephone numbers will of course ring the old numbers and will have to listen to a message telling them to ring the new numbers. Will the original phone call still cost? No answer as yet but we think we can guess.
NAWRA has been liaising with a firm of solicitors talking about possible ways to take judicial review action on various aspects of Universal Credit. They are very interested in taking challenges on working disabled people and the self-employed – they are already taking a challenge on behalf of claimants losing the SDP.
They remain keen to hear about clients who have lost out moving to UC who are either –
• a working disabled person moving from WTC to UC and losing money due to loss of the disabled worker element;
• a self-employed person who is losing out because of irregular income and so gets less UC than an employed person earning a similar amount, or other self-employed people losing out under UC.
NAWRA are also widening their search for potential UC judicial review claimants to people in the following circumstances:
1. Claimants who are naturally migrating from ESA – failure to pay the LCW/LCWRA element straight away
2. The application of waiting days when they shouldn’t be applied as claimant was on legacy benefits before migrating
3. Submission of a DS1500 by a third party and a refusal to accept without explicit consent
If you have a client who is affected and would consider taking part in a legal challenge please email firstname.lastname@example.org
We posted full details of the next GMWRAG meeting as far back as the 12th of July 2017. To save yourself (well, us) some time, you can have a look at that post now. Everything you need is in there. The date, the time, the place , how to get there and even tentative details of a speaker.
A quick hint. It’s a full day meeting on Friday the 6th of October 2017 (that bit wot is in the title of this post) and you’re still going to have to read that previous post and remember to bring your own minutes from the last meeting.
We’re waiting for final confirmation on our morning speaker but we can confirm that our afternoon speaker will definitely be Vivien Robinson, DWP Partnership Manager, who will be talking about the local roll out of full service Universal Credit from 2:00pm onward.
Some of you may remember that in a previous post we detailed an update to UC roll out and this included the news that Oldham was rolling out from April 2017.
As soon as our a.m. speaker is confirmed the full agenda will be published here.
The National Audit Office (NAO) has called for evidence on the impact universal credit is having on both claimants and local stakeholders.
Following its two previous reports Universal Credit: early progress (in September 2013) and Universal Credit: progress update, (November 2014) the NAO is commencing a third study examining whether the DWP is on course to make the full service available in all jobcentres by September 2018 and to transfer existing claimants by March 2022. Anyone remember when UC was going to all be sorted 2018 or did we hallucinate that?
Evidence can be emailed direct to the study team (the director of this work will be Joshua Reddaway and there are two audit managers – Caroline Harper and Andy Nichols), presumably because if they set up an office there would be insufficient space to queue!
The report is due in Spring 2018 and will assess whether universal credit is delivering its objectives and the impact on claimants and local stakeholders.
For more information see Rolling-out Universal Credit from the NAO website.
Evidence for the study can be emailed to the study team via email@example.com putting the study title in the subject line. The team will consider the evidence you provide; however, please note that due to the volume of information they receive they may not respond to you directly. If you need to raise a concern please use their contact form
GMWRAG has been handed this handy little updated document detailing when various parts of the North West will finally experience the joy of full service Universal Credit. It looks as follows but you can download from the link above. If anyone hears of any changes to this please DM us via @GMWRAGTweets.
If anyone from Oldham would like to get in touch and maybe contribute an article about how things have been going since April then we’d be more than happy to publish.
Seems like a good moment to remind people of our hugely popular previous post on the high quality videos available about Universal Credit too.
Cheshire East – Crewe
Cheshire West & Chester – Chester
||Manchester – Alex Park, Didsbury, Rusholme
||Manchester – Newton Heath, Town Hall, Openshaw
||Cheshire West & Chester – Ellesmere Port, Neston, Northwich
Cheshire East – Congleton, Macclesfield
||Manchester – Cheetham Hill, Wythenshawe
GMWRAG has exhausted itself electing a new GM (Greater Manchester NOT genetically modified!) Mayor and has little enthusiasm for closely tracking the forthcoming General Election. However, we’re happy to point our members to a few resources which will help you do so if you wish. It is already very noticeable that this is not going to be an election in which welfare reform and poverty are at the top of anyone’s list.
The BBC have helpfully produced an election tracker, which you can find at http://www.bbc.co.uk/news/election-2017-39844115 or by clicking the magic words in this sentence. “Welfare” comes in at 11th on the number of things they’re tracking although you could argue that “Pensions” coming in at 5th has some significance! Lots of tabloids are tracking little more than who the pundits think will win but you could invest some of your diminishing faith in pollsters following the excess of statistics at Electoral Calculus.
Of more interest our friends at Rightsnet have identified at least three suggestions for manifestos. GMWRAG thinks it’s worthwhile digesting all three but may wonder out loud whatever happened to campaigning to change things rather than asking for tweaks to the status quo? Can Universal Credit ever be made to work, or make work pay (as opposed to merely function in the former case!)? No mention of the mess which is the Benefit Cap or even DHPs!
– Citizens Advice: Citizens Advice has 5 big asks for the next government
– CPAG: Election 2017 manifesto
– The Law Society: Law Society unveils election manifesto for Brexit Britain