Dear Department for Work and Pensions,

Please send me the held information, guides on using postal communication for non digital Universal credit customers

Including continued claim management, it seems to go from telephone management straight to home visits with no postal management option in between, so if someone cannot manage telephone option and jc attendance you are managing them with home visits over issuing postal information?

For example if the initial claim is by DWP home visit, more home visits are made for the next weeks follow up initial information required steps for claim to be processed,
everything is done home visit after?

Particular for managed migration, where the customer has lcwra so no work requirement, but has been forced onto UC.

Thanks

Matthew Elliott

DWP freedom-of-information-requests, Department for Work and Pensions

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freedom-of-information-request@dwp.gov.uk,

7 Attachments

Dear Matthew Elliott,

Please find attached a response to your request for information, received
29th November.

Yours sincerely,

DWP Central FOI Team

Dear Department for Work and Pensions,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Department for Work and Pensions's handling of my FOI request 'Non digital claimants'.

I requested but is missing is ongoing management of nondigital customers

For example it was asked if
"home visit, more home visits are made for the next weeks follow up initial information required steps for claim to be processed,everything is done home visit after?"

So what is the guidance of there's a home visit to complete a uc application, then another visit is booked for the id check within the month that the id check is required done?
then ongoing is all home visits for every interaction such as review of lcwra uc esa?
If the customers non digital and not telephone able, how are you booking the home visits?

What is the process?

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/n...

Yours faithfully,

Matthew Elliott

DWP freedom-of-information-requests, Department for Work and Pensions

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Dear Department for Work and Pensions,

I'm adding for clarification, what I asked is how long term manage of a claim, for a claimant with nondigital needs, the example i used was the needs of home visits.

What i was asking re long term management, is for example how is the need recorded, the process and how is it is always actioned, and the process so every time an interaction is needed such as id check or income/bank statements check or a ESA medical lcwra review is needed that the claimant is always contacted home visit and the required interaction is done home visit as no other way will do.

How is long term managed noted that if the interaction is attempted another way such as telephone then a failed interaction has not happened and benefits should not be stopped as the department used the wrong communication method? The information received makes no mention of it being a done process, it seems you may try telephone call etc and count that wrongly as a failed interaction when the claimant is home visit interactions. At the moment It seems that every interaction requires the claimant to receive it then have to request to reprocess the need for every interaction to be home visit on every interaction, as the information mentions nothing about making it long term need and managing long term, so non digital customers are getting communication in nonconforming way?

Yours faithfully,

Matthew Elliott

DWP freedom-of-information-requests, Department for Work and Pensions

Thank you for contacting the Department for Work and Pensions (DWP).

This is an automated confirmation that your request for information has
been received by the DWP Freedom of Information mailbox and will be
processed accordingly.

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Internal Review (IR) requests only – If you have submitted a non FOI or IR
related email then we may not be able to action it.

Timescales for responding

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If your email is a valid FOI request, as per Section 8 of the FOI Act
2000, you can normally expect a response within 20 working days.

Internal Review (IR) Requests

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We will respond to all valid FOI and IR requests within our statutory
timescales, if we are unable to do so then we will contact you to explain
why. Please note that we are not able to process your FOI or IR request in
any shorter timescales that you may indicate.

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Please note that email FOI and IR responses will be issued from [1][email
address]

We recommend that you add this address to your email contacts otherwise
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freedom-of-information-request@dwp.gov.uk,

2 Attachments

Dear Matthew Elliott,

Please find attached a response to your request for information, received
19th December.

Yours sincerely,

DWP Central FOI Team

freedom-of-information-request@dwp.gov.uk,

24 Attachments

Dear Matthew Elliott,

Please find attached a response to your request for information, received
20th December.

Yours sincerely,

DWP Central FOI Team