by Mick Roberts
10:38 AM, 14th October 2019, About 2 years ago 8
Dear Universal Credit Stage two,
This complaint is about you sending letters to me/for me, to someone else in Nottingham where I do not live. Breaking data protection rules and not correcting your mistake quickly. So simple to solve, 10 second phone call, you have my address wrong, job done. Why is it 4 weeks later now and still no communication?
I’m copying a few of you in this is about the most simple complaint/query you could ever receive. So why hasn’t Stage one replied?
I’m copying you in because you are very successful at getting complaints to reply. The complaint below is so simple, you could take it to your local nursery and the 4 year olds could solve it.
I have to say, even though you do get complaints to sometimes reply, they have not solved ONE query. ZERO! You should really be following these up as it is making a mockery of you being their boss. I also have to say those in complaints are the most stupendous people you could ever meet in the UK, and the managers, how could they be worse? But they are!
When are u going to get involved to stop people being evicted for not paying rent? When we as Landlords know what the solution is, but no one at UC will listen to us. Go talk to my local Job Centre and ask them to see some of the VERY SIMPLE things they have solved only because they would talk to me. Whereas eviction was imminent being left to the UC route.
I am also copying in Frank Field MP who chairs the work and pensions committee, who as you know is constantly investigating DWP failings. He wants to hear of my stories ‘On the Street’ so he has an idea of what’s happening.
I am also copying in secretly some UC staff who have said they might look at this simple complaint if they get time.
S****, what I don’t get is, why you have not rang me ONCE to try and solve this going forward.
In 2 years or so, I am going to have about 100 complaints with ICE. All Avoidable Preventable. So easy.
S****, here is an example of what you did on 21 Sep 19:
Sat 21 Sep 19 I receive letter from UC Stage 2. Saying I sent email to S****, & Mr C**** Correspondence manager has asked to reply. He says it will take until 30 Sep to reply. No phone number on it.
I expect no phone call unlike other complaint places where they ring you to understand the situation. And no details on this letter what complaint was about.
S****, no one has replied to me. What are you doing about this?
S****, your complaints people are a disgrace. They are contributing massively to homeless. Where do you employ these people from? In our lowest classes at school, they wouldn’t have acted like this.
You are safe at the moment as ICE with no teeth cannot apparently currently make you award us compensation. But that may change. And if when it does, boy are you lot in trouble. And when the Media finally pick up and how much your complaints department are contributing to the homeless and ignoring the vulnerable tenants, again more ridiculing publicity will follow.
I got awarded dozens of thousands every year with HB years ago. You know what they did to stop the complaints JUST LIKE THAT?
They gave me one person with common sense and their email and phone number and it saved Nottingham Council Housing Benefit department and taxpayers hundreds of thousands. No complaints against the HB department from me for about 8 years or so.
You give me one person’s email, we’re sorted.
If Landlord knows there is something wrong with tenant/claimants claim, he should be able to ring UC, say look, don’t tell me any thing confidential, there is something wrong with this claim, please go way and check it.
I had this exact scenario last 4 months. Payment HE coming short. I rang UC, UC said tenant knows why it is short, tenant has to ring and look on journal. I looked on journal, could see nothing. Tenant rang UC, they said they could see nothing. Aahh what do we do?
It was only after my meeting with D*** from your service centre, she said tell claimant to go on journal to put note on there to ring Landlord about it. D*** picked this up, emailed me & said it was UC system error: The was a system error regarding the correct payment of rent the short fall of £3.73 for 3 assessment periods, a payment has been made to your company of £11.19 which will clear on the 15th of April. The system has now been corrected so the next assessment period the rent will be £395.00.
UC created a complaint over this that has gone to ICE. If we had common sense people like D*** allowing us to email them, YOU SOLVE HOMELESSNESS. SO SO SIMPLE. Only Muppets couldn’t understand this.
I knew that payment was short for something me or claimant had no control over, nor knew. Only UC could solve it. Email access would solve this. This does work as has worked with HB.
I am not saying tell me, I will give you search the info, and you go away and check and Ooh yes he is right, this is stupid whoever made that decision.
I again ask for compensation. Now £600 for 4 hours. And I shall keep putting this in. As at some point, there will be a ruling.
Enclosed is a log which shows to get electronic notification (to avoid these envelopes full stop), you send us the below instructions. I’ve took these to the University of Nottingham, gave them to a Maths Professor. He smirked. He said surely they are not expecting normal run of the Mill Landlords without computer degrees to understand how to do this, are they? I said It seems so. He laughed. He said It looks like Section 3, No wonder Landlords are exiting & homeless is rocketing.
Option 1 – EDI Transfer Your File
Transfer Your File is a secure, online file repository system which allows users to log in, access a folder where their file is kept, and download the file at any time. Files will be available for up to 30 days after the schedule has been created. Transfer your file will initially be available only to Local Authorities.
No testing is performed as you will already have an established connection for Housing Benefit data. LA’s going ‘electronic’ will need to ensure they have liaised with their current Transfer Your File users and arrange who will download the TPP schedule files and place them with the appropriate team within the LA every 4 weeks.
See Appendix 1, 1a & 1b for further details.
Option 2 – EDI PGP Secure Email This is available for Creditors/Suppliers (excluding Local authorities).
DWP will require your organisation’s secure email address for receipt of Secure Email (S/MIME) and a copy of your public key from your server which needs to be sent securely and will be used to encrypt the electronic transaction.
Estimated set up time scales are around one month.
See Appendix 2 & 2a for further details.
Option 3 – EDI Generic File Transfer Service This is available for Creditors/Suppliers (excluding Local authorities).
Your FTPS file transfer system needs to comply with the GFTS Code of Connection (GFTS CoCo). Please review the GFTS CoCo as it explains the things you will need to agree to in order to set up a secure file transfer route.
DWP will need: Username, Password, Server IP address, Server Public Certificate bound to the user, FTPS Control Port Number (for connection setup and firewall), recommended port is 21, FTPS dynamic data port range (for firewall), recommended port range are 8050-8249. Folder path where file will be sent to
Estimated set up time scales are around two – three months.
See Appendix 3 & 3a for further details.
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