My July bulletin on how to pursue queries and complaints explained how you could raise queries and make complaints to DWP, concerning Universal Credit administration processes, where problems of delays or non-payment of Landlord Managed Payments (LMPs) or Third Party Payments (APAs) occur. We continue to press DWP hierarchy to improve the processes and timescales for responses.
As a result, in the past few days I’ve been supplied with a list of the regional Complaint Resolution Teams to whom you should now address your complaints.
I’ve been asked to advise you to put in the subject matter of your e-mail, the words “Formal Complaint” but nothing else. In the body of the e-mail you should provide all the details of the tenant, address, national insurance number, date of birth etc. and a summary of your concerns and the issues to be addressed.
The centres can be emailed at these addresses:
email@example.com – Southern England CRT (covering Cornwall, Devon, Somerset, Hampshire, Dorset, Wiltshire, Sussex)
firstname.lastname@example.org – North West CRT (covering Manchester, Liverpool, Cumbria and the lakes, Cheshire, Wirral)
email@example.com – Scotland CRT
firstname.lastname@example.org – Wales CRT
email@example.com – Central CRT (East Anglia, Derbyshire, Nottinghamshire, Rutland, Lincolnshire, Birmingham, Warwickshire, Shropshire, Northamptonshire)
firstname.lastname@example.org – North East CRT (North) – (covering Durham, Tyne & Wear, Teesside, Northumbria)
email@example.com – North East CRT (South) – (covering Yorkshire & Humberside)
firstname.lastname@example.org – London and Home Counties CRT (covering Kent, Essex, Hertfordshire, Bedfordshire, Middlesex, Surrey, Berkshire)
If after receiving the DWP’s response, if you remain unhappy or need further clarification you can escalate your complaint to stage 2, through emailing Correspondence@dwp.gsi.gov.uk – a single address covering the whole of operations. This is effectively the Director General’s support staff you’re writing to.
The DWP has committed to turning round complaints in 15 working days – although with complex review cases they say it can take longer.
Bill Irvine is an RLA trainer and Universal Credit expert. If you require any further information on this or any other aspect of Universal Credit or welfare reform contact email@example.com