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

Form filling

You said forms sent to families to complete after someone had died were hard to understand and caused additional distress.

We introduced a new form which is easier to understand and complete.

Social Services

Social Services staff told us they found it difficult to fill in the DBD68HA form which provides information on funding customers in nursing homes. This was creating a backlog of work for them and led to delays in processing claims.

We sent a DWP visiting officer to train Social Services staff how to complete the forms.

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 make sure you are fully aware that benefit may be suspended.

No warning about Carer's Allowance stopping

You told us that your 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.

Unsuitable claim form

You told us that you 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.

Sensitivity

You told us you were 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.

Bank holidays

You told us you expected your 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.

Reporting a change of address

You told us you had to contact many different offices of the Department for Work and Pensions to let us know that you had changed address

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

Keeping representatives up to date

You told us that we did not keep your representative up to date about the decision on your 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.

Other DWP agencies

You said we don’t always talk to other DWP agencies involved in your complaint.

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