Why demand original evidence for DWP, ESA and Jobcentre payments
Lee Johnson made this Freedom of Information request to London Borough of Barking and Dagenham Council This request has been closed to new correspondence. Contact us if you think it should be reopened.
Dear Barking and Dagenham Borough Council,
Further to my previous FOI request concerning the council's ability to confirm DWP, ESA and Jobcentre payments via connected computer systems; Which you confirmed is the case.
1, Why does the council demand that housing benefit claimants provide original supporting documents regarding their DWP, ESA and Jobcentre income, for benefit income data that the council already has..
2, Has the council made any study, or conducted any investigation, into the unjustified expense, stress and distress, that the council causes housing benefit claimants to suffer, by needlessly demanding original documents for benefit income data that the council already has.
2b, if the council has conducted a study or investigation; Then where may I access the report and conclusions.
3, Has the council made any study, or conducted any investigation, into the malfeasance that the council, and the council's officers, are liable to, for subjecting claimants to, by needlessly demanding original documents for benefit income data that the council already has.
3b, if the council has conducted a study or investigation; Then where may I access the report and conclusions.
Yours faithfully,
Lee Johnson
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Dear Mr Johnson
Request for information reference: LBBD/55866
Your request for information about the Council’s ability to confirm DWP, ESA and Jobcentre payments has now been considered.
Please see details below in response to your request:
1, Why does the council demand that housing benefit claimants provide original supporting documents regarding their DWP, ESA and Jobcentre income, for benefit income data that the council already has.
If a customer is claiming a “passported” benefit such as Income Support, Job Seekers Allowance (income based), Employment Support Allowance (Income Related) or Pensions Credit (Guaranteed), we check the DWP systems to confirm their income and do not ask the customer for evidence. Sometimes, despite the customer telling us that they are receiving a means tested benefit, the customers income does not appear on the DWP systems and so we have to ask for evidence of income. Also, if the DWP have not yet made a decision on a claim there is no information on their systems regarding income and in these cases, again we have to ask the customer for evidence of their income. If a customer receives a non-means tested benefit such as Job Seekers Allowance (Contribution based), Incapacity Benefit, Statutory Maternity Pay etc. we still need to ask for evidence of any other forms of income which the DWP do not verify.
2, Has the council made any study, or conducted any investigation, into the unjustified expense, stress and distress, that the council causes housing benefit claimants to suffer, by needlessly demanding original documents for benefit income data that the council already has.
As per the answer to Q1, in some cases it is necessary to request evidence of income from Customers receiving DWP benefits. Where we do not have to request evidence of income, in the first instance we rely on the DWP’s verification. Consequently, we consider that we request evidence of income where necessary and as such, have not made any study or investigation into this matter.
2b, if the council has conducted a study or investigation; Then where may I access the report and conclusions.
As per Q2
3, Has the council made any study, or conducted any investigation, into the malfeasance that the council, and the council's officers, are liable to, for subjecting claimants to, by needlessly demanding original documents for benefit income data that the council already has.
As per Q2
3b, if the council has conducted a study or investigation; Then where may I access the report and conclusions.
As per Q2
If you need any more information, or if I can be of any further help, please contact me.
If you are not satisfied with the way that I have dealt with your request you can make a complaint by writing to the Corporate Complaints Team, Room 104, Town Hall, 1 Town Square, Barking IG11 7HE Alternatively you can make your complaint on-line at www.barking-dagenham.gov.uk or you can e-mail your complaint to [email address].
If you are still not satisfied, after following our Corporate Complaints procedure, you can take your complaint to the Information Commissioner. Full details of how to do this will be made available on request.
Nicola Ross | Complaints and Quality Assurance Officer | Revenues and Benefits Service
London Borough of Barking and Dagenham | 90 Stour Road | Dagenham | RM10 7JD
Phone: 020 8724 8635 | Fax: 020 8227 2574
Email: [email address] | Website: www.barking-dagenham.gov.uk
Working together for a better borough that is safe, clean, fair and respectful, prosperous and healthy, and where our young people are inspired and successful.
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Dear Barking and Dagenham Borough Council,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Barking and Dagenham Borough Council's handling of my FOI request 'Why demand original evidence for DWP, ESA and Jobcentre payments'.
I have now received a response from the DWP confirming that B&D council can access DWP systems online, and the DWP provided sample screens that are available to B&D council.
It is my personal experience that B&D always demand proof of benefits, and it is also my experience that this demand is always made with the insistence that original copies of DWP letter are provided. Scanned images are not accepted by B&D, despite B&D being able to confirm DWP payments via DWP computer systems.
You will please take note that if the DWP has made payments, then the details are always available to B&D.
This procedural stance by B&D, where all claim must be proved with provision of original DWP documents forces Claimants to apply to the DWP for duplicates.
And I question if this unreasonable time wasting stance by B&D is maintained by B&D to delay payment of benefits, and perhaps the Claimant will just give up.
This stance causes claimants to suffer stress, delay, and perhaps a loss of benefits. It is not justified, nor is it reasonable.
Please can you comment on this unacceptable situation. I would like you to review your procedures, and consider amending your procedures to NOT require original DWP paperwork, maybe even NOT to require any DWP paperwork at all. But I do accept that if the DWP system is not up-to-date, then it is reasonable to require some DWP paperwork.
The insistence on original documents however, is just perverse and time wasting if you can confirm a claimants DWP benefits, and thus verify scanned images.
A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.whatdotheyknow.com/request/wh...
Yours faithfully,
Lee Johnson
Dear Mr Johnson
Please see attached.
Yours sincerely
The Complaints Team
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E-mail confidentiality notice. This message is intended for the addressees
only. It may be private, confidential and may be covered by legal
professional privilege or other confidentiality requirements. If you are
not one of the intended recipients, please notify the sender immediately
on +44 0 20-8215-3000 and delete the message from all locations in your
computer network. Do not copy this email or use it for any purpose or
disclose its contents to any person:to do so maybe unlawful.
Dear Mr Johnson
Stage 2 Corporate Complaint Reference Number: LBBD/56424
Thank you for your complaint received on 03 September 2011 about your request for a review of the handling of your FOI request.
I am sorry it has been necessary for you to complain to the Council regarding this matter. I have investigated all the issues you have raised in your complaint and my findings are detailed below.
You stated that in your personal experience the Council always asks for proof of benefits even though we are able to access the Department for Work and Pensions (DWP) computer systems. As previously advised, we always check the DWP systems and if we can confirm a customer’s income, we will not ask for the customer to provide us with that information. However, as previously stated, sometimes despite the customer telling us that they are receiving a means tested benefit, it does not appear on the DWP systems and we need to ask the customer for evidence of their income. For example, if a customer receives clerical payments or if the DWP have not yet made a decision on the claim. So that I can investigate your situation further, can you please provide evidence that we always ask for this information.
You also questioned why the Council asks for original paperwork as this causes stress and delay to customers. The Council asks for original documents to ensure documents have not been tampered with as this helps to reduce Fraud. This is also good practice advice issued by the Department for Work & Pensions which local authorities are encouraged to follow.
I would like to reiterate that our procedure is that we only ask for proof of income if the DWP systems cannot confirm that income.
Having investigated the issues you have raised in your complaint, I can conclude that I do not uphold your complaint. This is because the Council only asks for documentation when we are unable to view all the required information on the DWP systems.
Please accept my sincere apologies for any distress or inconvenience you have been caused in your complaint to the Benefits section. Should you wish to discuss the matter further, please do not hesitate to contact my colleague, Nicola Ross on 020 8724 8635.
I trust that I have dealt with your complaint satisfactorily. If however you are not satisfied with my explanation, you will needs to appeal to the ICO www.ico.gov.uk
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
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Tel: 0303 123 1113 (or 01625 545745 if you would prefer not to call an ‘03’ number, or +44 1625 545745 if calling from overseas)
Yours sincerely
Amanda Stevens | Benefits Group Manager
Elevate East London | Revenues & Benefits Service | 90 Stour Rd | Dagenham | RM10 7JD
Phone: 020 8227 2743
[mobile number]
Email: [email address]
Web: www.ElevateEastLondon.co.uk
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