Customer compliance department - updated

Doug Paulley made this Freedom of Information request to Department for Work and Pensions

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The request was successful.

Dear Department for Work and Pensions,

With reference to my previous request made in September 2010 and available at http://www.whatdotheyknow.com/request/cu...

1) please supply updated copies of the Customer Compliance Guidance, or if this has not been updated, confirmation that this is the case

2) please indicate whether regional management have the power or authority to overrule the guidance such that they can empower staff to refuse permission for claimants to record compliance interviews, contrary to staff guidance, which clearly states staff must give permission for claimants to do so if asked); and, if so, whether any regional management have used this authority.

Yours faithfully,

Doug Paulley

DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

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DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

1 Attachment

Dear Mr Paulley

Please see attached response to your FoI request.

Kind regards

DWP Central FoI Team

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DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

11 Attachments

Dear Mr Paulley

Please see attached 11 guidance documents which should have accompanied
the response for FoI 1683 which was issued to you yesterday.

Apologies for the delay in issuing these documents.

Kind regards

DWP Central FoI Team

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Dear DWP Adelphi Freedom-of-Information-Request,

Thank you very much for the very useful information.

Yours sincerely,

Doug Paulley

DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

This is an automated confirmation that your request for information has
been received at the DWP Central FoI Team.

We will forward your request to the relevant information owner within the
Department who will respond to you direct. 

Should you also have any further queries in connection with this request
do please contact us.

For further information on the Freedom of Information Act within DWP
please click on the link below.

[1]http://www.dwp.gov.uk/freedom-of-informa...

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References

Visible links
1. http://www.dwp.gov.uk/freedom-of-informa...

Steve left an annotation ()

Hi, I am married to someone who cannot speak English, I was wondering about the customer compliance policy in regards to translator being present for a statement. Do they need a independent translator or would a family member be sufficient for a statement to translate on behalf of the non English speaking person. From steve

Doug Paulley left an annotation ()

Interesting question! I can't remember seeing anything in the procedures about this. I can only suggest asking them or the citizens advice bureau

Cathy left an annotation ()

Hi Doug, this is just to thank you for this information, I would have been completely ignorant of what to expect, and so unable to prepare, without it. I am apointee for my disabled daughter, who is being harassed by her neighbours, who maliciously reported her boyfriend was living with her. I was well prepared for the visit, although very anxious, and I must say when I explained the situation the official was actually very pleasant and kindly to her. I think we were lucky! Thanks again and keep up the good work!

Doug Paulley left an annotation ()

Thank you very much and I'm glad it went well for you

Jordan left an annotation ()

Today I followed the advice from here about how to undertake the interview and advised my CCO that I intend to record the interview, he said I will NOT. And the reason he gave is that their procedure is not to allow recording in the building. When I pressed that that he has to allow the request he asked what rule and directive and rule is this listed. As I could only refer to your page I said I'd find out. So is the allowance of recording interviews still valid? And if so, what rule and directive says they must allow it?

Doug Paulley left an annotation ()

Sorry to hear that.

My suspicion is that you're still entitled to record the assessment, but the only way I know of checking for sure is by asking again. Asking via this website works, and you could ask whether it is still the case ongoing, whether it was the case on the date of your assessment, and for the details of any regulation.

Would you like to ask, or would you like me to ask? Obviously up to you, but if (as I suspect) they should have allowed you to record it, please do kick up a stink!

All the best to you

Katie left an annotation ()

Hello, i'm just wondering, after a compliance visit and everything is cleared, is that up until the date of the interview? My visit was in January following a malicious report in June, and just want to know if there were anymore reports between June and January would that have come out in my interview or will I maybe having another interview in the not too distant future if this person in question decided that one fake claim was not enough?

Doug Paulley left an annotation ()

I don't know I'm afraid. I can only suggest adding the DWP or the Citizens Advice Bureau.Sorry to hear you've had a malicious accusation.

Poppy left an annotation ()

Thanks for obtaining all this information, it makes invaluable reading.
I have found and read through other parts, about the letter templates they send out
CCv1. is a home visit, however do the numbers (04/14) have any bearing? and if so where in F.O.I requests is this?
i did see the numbers (03/13) after the letter codes.
I'm also curious to know if where the letter address is from; IE sent from which Job-centre plus office, has any bearing on what they which to discuss, also the wording for the reason they wish to interview.
i ask this because of my letter from them, i discovered the JC office it was sent from deals primarily with disabled access to work grants. Letter is worded: This interview has been arranged because your circumstances may have changed and we need to ensure your payments are correct.
Are there any guidance notes regarding input of the above codes/information that would trigger the FRAMIS system?
Basically giving clues as to what the Compliance officer is actually calling to discuss.

Poppy left an annotation ()

Thanks for obtaining all this information, it makes invaluable reading.
I have found and read through other parts, about the letter templates they send out
CCv1. is a home visit, however do the numbers (04/14) have any bearing? and if so where in F.O.I requests is this?
i did see the numbers (03/13) after the letter codes.
I'm also curious to know if where the letter address is from; IE sent from which Job-centre plus office, has any bearing on what they wish to discuss, also the wording for the reason they wish to interview.
i ask this because of my letter from them, i discovered the JC office it was sent from deals primarily with disabled access to work grants. Letter is worded: This interview has been arranged because your circumstances may have changed and we need to ensure your payments are correct.
Are there any guidance notes regarding input of the above codes/information that would trigger the FRAMIS system?
Basically giving clues as to what the Compliance officer is actually calling to discuss.

Doug Paulley left an annotation ()

Hi

I'm afraid I honestly don't know.

I suspect the numbers after the letter codes are dates that the templates were written, 03/14 being March 2014, for instance. But that is just a guess and I don't actually know.

As to which JCP office does what: afraid I have no idea.

I have two suggestions:

1) see the Citizens Advice Bureaux. They are the experts for such situations.

2) put in your own FOI request for the info you haven't been able to find. Be aware that this isn't speedy though.

all the best