DWP complaints system is not working!

DWP complaints system is not working!

15:31 PM, 23rd January 2019, About 3 years ago 2

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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.

Contact Sherrelle for offline Universal Credit advice

Sherrelle is an independent consultant and is recommended by Property118 for landlords who require professional advice and assistance in regards to dealing with Universal credit related matters


Mick Roberts

6:45 AM, 24th January 2019, About 3 years ago

It is shocking.

I too have several cases going to ICE. One is a tenant with ZERO rent coming in. Not many Landlords can survive 18 EIGHTEEN months with no rent coming in. I'm prepared to play the game to get things changed. Most Landlords give up & evict the tenant, which is surely DWP's intention.

It is dumbfounding that the people who oversee ICE (Independent Case Examiner) and who fund ICE-is the SAME people who get investigated by ICE. Yes ICE investigate DWP & Universal Credit UC, yet it is UC who decide how much money ICE can have. Hence 18 months, & most Landlords give up & evict the tenant. The Govt should be stepping in & changing this.
And if any media new radio people are listening, please pick up on this, ring me or Caridon or Bill Irvine https://universalcreditadvice.com/ & we will tell u the truth which DWP & the Govt aren't.

I even had some higher up staff in Stage 2 complaints ring me early Dec, Please Mick send 'em me direct first, don't go to ICE, put FAO xxxxx & I will look into them. I did this & they din't even reply.

ICE won't look till u get this Stage 2 reply, so u just sit on a park bench all day wondering what to do.
ICE now (after many months of saying this is wrong, by Me, Bill, Caridon, Sherrelle) now tell us to email Neil Couling, Amber Rudd, Stage 2, to give 'em one last chance to reply. Yes you've guessed it, even the Director of ICE Neil Couling & Amber Rudd, head of UC, don't reply, they are definitely not bothered about preventing homeless.

I have to ask Caridon Landlord Solutions to deal with some of my cases & I'm supposed to be a Housing Benefit expert. That's how bad UC is & how good Caridon is.

I urge all Landlords to complain about their UC tenants rent not coming in. Quite often with UC, it's not the tenants fault & their local Job Centre just have not got a clue about the rules & housing people & preventing homeless etc.
Landlords, don't give up, the only way we gonna' get this changed is by keep complaining. As u know, it takes the Govt 4 years to see what we knew was normal 4 years previously.


12:35 PM, 24th January 2019, About 3 years ago

Reply to the comment left by Mick Roberts at 24/01/2019 - 06:45
Dear Mick,

Thank you for your comments.
I can not emphasis enough that all landlords need to complain when they experience flaws in the UC system, so that the needed changes can be implemented.
We together with RLA and Bill Irvine have brought many issues to DWPs attention and have had some good results, however there still needs to be some improvements.
Mick is an example of a proactive landlord however some landlords do not have the time and patience to complain hence why there are organisations like us that are happy to see the long winded process through.

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