DWP complaints system is not working!Make Text Bigger
Since the roll out of Universal Credit many landlords have become more and more frustrated in DWP’s consistencies.
Recently, we have seen a large amount of complaints from landlords regarding DWP’s current complaint process. DWP are failing to respond to Stage One complaints within the 15 day period as stated in their policy and in most cases complaints are not even receiving a response. This is also the case when the complaint is escalated to Stage Two and Stage Three.
Bill Irvine recently wrote to Neil Couling and the Rt Hon Amber Rudd, MP, and neither the Director General nor the Minister acknowledged his complaints, which I think is a great reflection of the state of DWP’s complaints process. If DWP’s leaders are not even complying with their own policies and procedures that they have set down how can they expect there staff to adhere to them.
Bill makes a valid point that complaining to ICE already involves an 18 month wait before the investigation commences. Being denied the opportunity to make your complaint, by the organisation you’re complaining about (DWP in this instance) is just ridiculous. ICE do not have jurisdiction to investigate until DWP has properly completed its internal process. These very serious failings need to be investigated by Ms Amber Rudd, the Minister, and ICE otherwise genuine complaints will wither on the vine due to the landlords giving up through sheer frustration.
Complaints to DWP are increasing and DWP’s responses are very slow, but it is important for all landlords and professionals such as Caridon Landlord Solutions, Bill Irvine and RLA to continue to make complaints using the process and highlight DWPs failings.
In addition Bill Irvine has launched a new website on Universal Credit which is very informative, please feel free to have a look www.ucadvice.co.uk.
If you are a landlord that has a DWP complaint that requires escalation please feel free to contact us at Caridon Landlord Solutions using the form below who will be able to assist you through the complaints process.
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