Improvements through customer feedback

We take your complaints very seriously and aim to improve our services as a result. Here are some examples of what we have done to make things better for our customers.

Examples of your feedback

Carer's Allowance forms

You told us that the Carer’s Allowance form we sent out after the person being cared for passed away was insensitive. We have introduced a new form to minimise distress.

You reported that the annual Benefit Review form was causing you confusion. This form is about the changes you need to tell us about when you have entitlement but do not receive payment. We have abolished this form.

Suspending Carer's Allowance

You told us you were not aware that your Carer’s Allowance could be suspended, to avoid an overpayment, when you notified us about starting a new job.

We included extra information on our earnings enquiry form to ensure you are fully aware that benefit may be suspended.

Handling complaints

You told us that you were not always happy with the way we handled your complaints.

We have tested a new way of handling complaints and you have said you like what we are doing. During 2010/11 we will be adopting this new process throughout the Pension, Disability and Carers Service.

My Carer's Allowance stopped without warning

We now automatically send you a letter 28 days before the end of a Disability Living Allowance or Attendance Allowance award to let you know you that Carer's Allowance will also stop.

I didn’t think a shortened claim form being used by Carer's Allowance Unit (CAU) was suitable

We looked at the content and length of the claim form and found that there were some inconsistencies with the way different claims were handled. We introduced a new and more consistent approach and abolished the shortened claim form.

The overpayment notification gave a from and to date for the overpayment, which made it appear as if the whole period was recoverable

We changed the wording on the overpayment notification to make it easier for you to understand.

The Child National Insurance Number (NINO) is the same as the Disability Living Allowance (DLA) reference number

We changed our help screen and the clerical claim pack to explain that the Child NINO should be the same as the DLA reference number.

I was concerned at some of the enquiries you made when the disabled person being cared for died in hospital

We developed a new form and removed some of the more insensitive questions. The form asks the questions they need but also offers you the option to call if you feel able to.

I expected my Carer's Allowance to be paid on a bank holiday

Carer's Allowance is usually paid on a Monday but on a bank holiday this is likely to change. We now put a message on our telephone line during these periods with further information.

I had to contact many different offices of the Department for Work and Pensions to let you know that I had changed my address

You now only need to contact us once to report a change in address.

When I phoned the contact centre I found the music played, whilst on hold, inappropriate

We changed the music to something more suitable.

You did not keep my representative up to date about the decision on my claim for Disability Living Allowance

When we let you know about the decision on your claim decision makers are now prompted to send a copy to your representative too.

When you wrote back to me about my complaint the letter was poorly worded

We check letters before we send them to you to make sure they are well written and that all your points are covered.

You don’t always talk to other DWP agencies involved in my complaint

We have improved our guidance to make it clear who should take the lead when more than one agency is involved in dealing with a complaint.

You don’t really understand what it is like to be a customer contacting your service

We carry out ‘mystery shopping’ which gives us an objective view of how our staff deal with customers. It looks at things like:

• How easy it is to contact us.
• How quickly we answer customer calls.
• How we deal with customers.
• Whether we have to pass the customer on to anyone else.
• The accuracy of information.

We meet regularly with front line staff to discuss performance. We also work with centres where performance falls below the national average.