Dear Department for Work and Pensions,
When helping a client make a Mandatory Reconsideration request on the Universal Credit journal. We were told by Ballymena Service centre that accepting a Mandatory Reconsideration request and actually processing it are two very different things.
To progress the Mandatory Reconsideration Reconsideration, we were told despite lodging it on the journal, client has to phone the enquiry line. When asked why a phone call is necessary when he has already made it clear he would like a Mandatory reconsideration, this was the response on the journal below.
‘The document which provides the instructions for the Universal Credit mandatory reconsideration process requires a telephone call to have a recording of the decision being explained to the claimant, along with a declaration being read out for the claimant to consent to. I cannot provide the exact wording of this process as this comes from a document classified as Official-Sensitive’.
1. What is the legal basis for not deciding a Mandatory Reconsideration made on the journal, without a phone call.
2. Please can we have a copy of the above guidance alluded to on the client's journal.
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