Total Number Of Universal Credit Applications Receiving Call-Back Requests

Jeff Smith made this Freedom of Information request to Department for Work and Pensions

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Dear Department for Work and Pensions,

I note that on applying for Universal Credit, the prospective claimant may request a telephone call-back from the Universal Credit call-centre . Thus avoiding premium rate call charges.
I request therefore copies of the guidance given to the UC call-centre operatives, regarding the provision of the call-back facility.
In addition I would like to know how many call-backs have been made by the UC call-centre to UC applicants at their request ,during the period 1st January 2015 to 1st January 2016 ?

Yours faithfully,

Jeff Smith

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

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DWP Strategy Freedom of Information, Department for Work and Pensions

Thank you for your Freedom of Information request.

You can expect a reply by 21 April 2016 unless I need to come back to you to clarify your request or the balance of the public interest test needs to be considered.

If you have any queries about this letter please contact me quoting the reference number above.

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DWP Strategy FoI Team

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If you are not happy with this response you may request an internal review by e-mailing [DWP request email] or by writing to DWP, Central FoI Team,
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DWP Strategy Freedom of Information, Department for Work and Pensions

1 Attachment

Please see the attached reply to your Freedom of Information request

Yours sincerely

DWP Strategy FoI team

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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 'Total Number Of Universal Credit Applications Receiving Call-Back Requests'.

I find it highly unlikely that the data requested is not retained by the DWP.
The original answer I received was both unhelpful and evasive. Deliberately avoiding the original question, and failing to provide any substantial data whatever. A bizarre secondary note seems to have been tacked on to the original answer , for what purpose is unclear.

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

Yours faithfully,

Jeff Smith

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

This is an automated confirmation that your request for information has
been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant
information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally
expect a response within 20 working days.
 
Should you 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...

DWP Strategy Freedom of Information, Department for Work and Pensions

Thank you for your Freedom of Information review request.

Please note that it is our internal target to answer reviews within 20 working days unless I need to come back to you to clarify your request, or the balance of the public interest test needs to be considered which we will keep you informed about.

If you have any queries about this letter please contact me quoting the reference number above.

Yours sincerely

DWP Strategy FoI Team

------------------------------------------------------------------------------------------------------
Your right to complain under the Freedom of Information Act

If you are not happy with this response you may request an internal review by e-mailing [DWP request email] or by writing to DWP, Central FoI Team,
Caxton House, Tothill Street, SW1H 9NA. Any review request should be submitted within two months of the date of this letter. Please remember to quote the reference number above in any future communications.

If you are not content with the outcome of the internal review you may apply directly to the Information Commissioner’s Office for a decision. Generally the Commissioner cannot make a decision unless you have exhausted our own complaints procedure. The Information Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow Cheshire SK9 5AF
www.ico.org.uk/Global/contact_us or telephone 0303 123 1113 or 01625 545745

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DWP Strategy Freedom of Information, Department for Work and Pensions

1 Attachment

Please see the attached reply to your Freedom of Information request

Yours sincerely

DWP Strategy FoI team

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Ian left an annotation ()

"I note that on applying for Universal Credit, the prospective claimant may request a telephone call-back from the Universal Credit call-centre . Thus avoiding premium rate call charges."

DWP does not use premium rate numbers. DWP changed their premium rate 0845 numbers over to inclusive 0345 numbers on 17 March 2014.

Calls to 03 numbers count towards inclusive allowances on landlines and on mobiles, else are charged at 'geographic rate' - the same as calling 01 and 02 numbers. These call cost rules were put in place by Ofcom in 2007 and there is no known non-compliance.

While it can be useful to have a call back feature, this must be offered very quickly after the call commences where it is clear that the call waiting time is likely to be significant. It is of absolutely no use for a call-back to be offered only after the caller has already sat in the queue for a very long time.