scotitch

Thank for very much for your observations.

It is stated that the DWP is always ready to ring back to those who find the cost of calling a 0845 number to be a burden. Can you confirm that this is what you mean when you say that you have a target of "moving on" any 0845 calls within 30 seconds?

I tried calling the Social Fund and related grants department today. This is part of the DWP and it was an 0845 number based in Milton Keynes. It took me 7 attempts to get through to speak to an advisor there because the long winded recorded message which played the moment I rang the number kept cutting me off telling me that all the advisers were busy so call again later. But, each time I rang through I had to endure (and pay a premium rate for) the long winded 55 second recorded message telling me that I had reached the Jobcentreplus which was part of the DWP and that this number was only for enquiries related to the Social Fund and would be recorded for legal and other reasons! I had NO OPTION but to listen to this 55 second message every time I rang because it was only at the end of the message that the line either rang and rang before telling me that all advisers were busy and telling me to call back before disconnecting my call or ringing endlessly to wait to speak to one of those 'advisers'. There was no way of telling at any point during the pointless and very long recorded message whether I would be put through to someone or automatically disconnected! So, I spent all afternoon and several pounds before speaking to a human. As I only have a mobile phone and no landline number it ended up costing me £9.80 for the joy of trying to reach the Social Fund helpline. I told the adviser how long I had been trying to get through on the 0845 number and how much every failed attempt had cost me and asked her for a landline, geographical number that I could ring instead. She said it was a new callcentre with only the 0845 number that I had rung to access it. That's just shameful government short-termism without considering the full consequences of their pointless policies.

DanB

Thanks for sharing your experience.

Can you confirm that there was no offer to call you back?

This point is frequently made, and I am anxious to confirm that it is simply a myth.

I note Silent callsvictims comment on the fact that the DWP will always call you back when a client has dialled an 0845 number-not the feedback I have recently received! I attended a meeting with the senior manager from the regional JobCentre Plus who are now tasked with rolling out ESA (employment support allowance).  We were advised that clients have to phone an 0845 number to initiate their claim and when asked how long this would take we were advised it would take 40 minutes. When it was stated that the cost implications were conciderable the reply was the usual "its a local rate call". It was pointed out this did not apply to mobiles, when the cost would be about £8 minimum, and with the length of the call credit or battery could run out.  The reply-use a landline.  The issue was then raised about receiving a call back from the contact centre-we were advised this would only be allowed in exceptional circumstances.  I note on the DWP website they give an 0800 number for contact-how long this will last I don't know but it would appear not long based on comments by scotitch.  It would be interesting to know if the offer to ring clients back exists in print and where!  If anyone can point this out would be obliged.

A very valid point Sherbert, I do note that when I tried the number this is pointed out on the preamble!

redant wrote on Nov 14^th, 2008 at 10:19am:

This is totally disgraceful. Anyone claiming such an allowance is the least likely to be able to afford to pay for a call, and least likely to have a landline. They should provide a freephone or geographical number, which are at least reasonable if called from a phonebox. Is there an option of attending an office in person to claim, or does it have to be done over the phone?

Dave wrote on Nov 12^th, 2008 at 7:06pm:



Okay i will answer as best i can, firstly all the switchboards are jobcentre plus so we only transfer calls to jobcentre staff those who work in the Benefit delivery centres are not classed as such.
Secondly the 0845 numbers are completely seperate from the swithboard service and are answered by DWP staff who as far as i know do not transfer calls to us on the switchboard.
Thirdly the thirty second target, I have no knowledge of who wanted this introduced whether it was my company or DWP, but in answer to your question there are a large amount of people who call that have been given the wrong number to call by various departments within the DWP(There seems to either be no communication between departments or the staff just dont bother there backsides ) ie they are given the switchboard number instead of the 0845 number this is the type of call we have to move on within thirty seconds which is a target i do not stick to as your member who called would be-able to verify, i think i spent roughly 10 minutes speaking to him about the subject.

If i have missed anything or you want  more info just ask i wil  try my best to answer although by one of the other replies it seems i am being misinformed as well.