Claimants are having their right to challenge PIP decisions threatened by massive failures in the DWP’s mail and telephone call handling systems, Benefits and Work readers are reporting.
Benefits and Work has a page devoted to the PIP Enquiry Line, where readers can report problems with the service.
It is always extremely difficult to get through to the PIP line, but we have noticed a considerable spike in the number of comments over recent days, suggesting that there are even more problems than usual:
“Tried several days in a row at different times and can not get through now my claim will be stopped before it’s even started due to them not answering. Been on hold over and hour each time.”
Chrystal
“Impossible to speak to anyone. No matter how long you hold, you still get cut off. Absolutely disgusting.”
Robert
“Unable to get through, have tried calling many times just to be cut off every time, obviously they're trying to piss people off so you basically give up on the claim.”
Alex
However, some readers are now reporting that their PIP decision notices are arriving so late that they are out of time, or almost out of time , to request a mandatory reconsideration (though see below for the solution to this). When they then try to telephone to request a mandatory reconsideration they find it impossible to get through.
“I have been trying to get a mandatory reconsideration. Filling a award notice received today [11 April], letter states sent 8th March. I only have one month to appeal, which has expired due to the letter only arriving today. 11th April. When I got through to the mandatory reconsideration line, it says go to gov. Org.. then 4 loud bleeps and cuts off. Tried numerous times . Sometimes I can't get past the press one for English. I tried contacting CAB, and that's as frustrating. I feel my letter was deliberately held back as requested my award letter twice.. knowing the appeal date would lapse. I'm so frustrated!!”
Jan
“Pip refused, letter dated March 6th and received April 11th. They know they're sending letters out with huge delays on them so people won't bother to attempt a mandatory reconsideration. It's disgusting.”
Kate
“I have had exactly the same thing - letter dated 4th March arrived yesterday (April 11th). On hold now - hopefully can get it sorted.”
Jonathan
“Trying to do mandatory reconsideration. I have tried 4 times and call has been rejected every time.”
B
It is shameful that the DWP are providing such a broken service and it is undoubtedly leading to claimants losing benefits they are entitled to.
However, in relation to mandatory reconsiderations, readers need to be aware that the one month deadline for a mandatory reconsideration is not an absolute one. If you miss this deadline, you can put in a late request up to 13 months from the date of your PIP decision letter.
You will need to provide reasons as to why your request is outside the one month time limit. If the DWP don’t accept your reasons for lateness you can still appeal.
We would strongly advise readers who find themselves in this position to write requesting a mandatory reconsideration and include the lateness of the decision letter and the number of attempts to get through by telephone in your explanation of why your request is late
There’s more on this in our PIP appeals guide for members on the PIP Guides page.
