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Confusion about P.I.P letter.

samantha21samantha21 Member Posts: 64 Connected
Hello.
 I received a D.W.P. letter about P.I.P awards and Reviews.
I have been told my P.I.P award is extended until April 2022. I t also says something about a Review Award and having one month to return it.  I have not received the form as yet.

My confusion is that after a long delay which ran from 2018/2019 I was awarded my P.IP. I was waiting to go to appeal and out of the blue D.W.P wrote saying they were changing my award and I no longer had to go to appeal. Good news for me .I was awarded the P.I.P which they backdated and it was for on going period.. The D.W.P  also said in letter that they would once again contact me after 5th December 2028 just to make sure they were paying me the correct amount.
 I presumed that I must have my award under the "Light Touch"  which came in and was rolled out to pensioners who received the P.I.P and had the award for 10 years.
 Does this mean I will have to go through all the claiming again? also those terrible assessments.
Any one who knows about this benefit have you any advice.
I  have tried to phone them twice but after half an hour wait both times gave up.

Replies

  • leeCalleeCal Member Posts: 2,538 Disability Gamechanger
    I don’t have an answer for you but @poppy123456 may help soon.
    the only thing I would say is that I phoned the dwp yesterday and they answered me after approx forty minutes, which has happened before I might add, so thirty mins is a bit short. 🙂
  • samantha21samantha21 Member Posts: 64 Connected
    LeeCal

    I appreciate your reply.  I could not hold the phone any longer as I get pains in arms associated with the backpain
    I suffer from and then my hands started to get pins and needles so after dropping the phone twice I gave up.
    Forty minutes right now is too much and after too long I forget the full wording of what to say.
  • avakarlssonavakarlsson Member Posts: 331 Courageous
    Hi everyone 
    Hope everyone is doing well 

    I was on the phone to pip on Wednesday and took an hour and 10 mins to answer normally you don't have to wait too long but recently the phone lines have been manic

  • leeCalleeCal Member Posts: 2,538 Disability Gamechanger
    @samantha21 I don’t hold the phone I put it on the table nearby, usually it’s loud enough to hear the constant music and occasional verbal messages and to detect when the voice has changed to an actual operator.

    @poppy123456 is very knowledgeable about PIP I’m sure she’ll help when she can.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    HI,

    Are you sure your award is until 2028? it doesn't make sense to have received a letter extending your award until 2022, if they said they would contact you after 5th December 2028.

    I'd advise you to have a look at your previous award letter to see exactly what it says and look carefully at the dates. If it does say they will contact you after 2028 then you'll need to ring them and ask why you've been sent this new award letter. It may take a while for them to answer, sometimes as long as an hour.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Those phone lines must be manic and it would not be any use to me as at the moment after having my medication raised it makes me fall asleep and I would probably just doze off completely and miss them even if they answered don' they offer a call back?
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    edited October 9
     don' they offer a call back?

    Unfortunately, not. Ringing them is the only way to find out exactly what's going on.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Poppy 123456 :

    Thank-you for your reply, The letter very recently received from D.W.P  tells me they are reviewing P.I.P awards once more. I have been told they will review in April 2022.

    My own award letter came in April 2019 the exact wording began   "I'm writing to you about your appeal against the Personal Independence   Payment decision."  They said they looked at all the facts and evidence and they considered some points I had made about going to the appeal. They had made some careful consideration of my case they were changing the original decision my award was changing and no appeal will continue.
    It was stated I had an a award from 2019 and it will be for an ongoing period. Over  the page they write you have been awarded Personal Independance  Payment and will be entitled as long as you meet conditions. They then write We'll contact you after 15th December 2028 to make sure you are receiving the right amount of P.I .P. 

    They are aware I am of pensionable age and my condition cannot be cured and can only deteriorate so I presumed I had be given the 10 year light touch being given to those most vulnerable who would not have a cure for there condition.

  • samantha21samantha21 Member Posts: 64 Connected
    Poppy 123456:
     I am going off-line for now as the recent letter has upset me, also I tried the D.W.P on the phone and could not get them. I am getting tired as my medication has kicked in and it will make me even more tired.
    I have my D.W.P award letter and what I have told you is what it says, also them referring to 2028.
    It was a nightmare getting through the P.I.P award and everything else and it has only been 9 months since it all ended I can't go through that again and they are bothering me already.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Although they can review you at anytime, regardless of the length of award, recieving that letter with your award "extended to 2022" makes no sense to me at all. I know you find it difficult to hold on the phone for a length of time but this is the only way you'll know what's going on.

    Try ringing on Monday as soon as they open, lines are often less busy at this time.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Poppy 123456:

     Thank-you for the reply;  the letter makes no sense to me at all either.  In  fact I think that they were going to look at my award earlier but it says they have not carried out all reviews because of Covid-19 and so mine has been extended until April 2022.
     They say that means my P.I.P will continue to be paid as normal.

    I am certain that about a month ago my P.I.P payment went into my account about three days late I do not do internet banking. I had not been well and went to the bank one morning and they had paid it in on that day. I would have phoned them but as the money went in even though it was late I left it.
    I  shall phone D.W.P on Monday as early as possible depending how I am on my medication to find out what is going on.
      Obviously with so many people losing jobs and having to claim benefits with this awful Covid19 I expect the benefit system is getting overwhelmed.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Yes i know what the letter says because i received a letter also last Saturday, which said the same thing.

    People losing jobs has nothing to do with PIP because you wouldn't claim a disability benefit if you lost your job.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    I have had a thought and I know you won't know for definite until you ring the DWP /PIP,but could it be that the award has been extended to "run" from April 2022 for an ongoing period (due to Covid 19 sort of nullifying things).I hope this is the case.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    That's highly unlikely.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Dazl58  Thank-you for your reply.  I  would agree with Poppy123456 as saying That's highly unlikely.  The only thing I cannot make sense of is my original letter telling me they will not contact me until  after 15th December
    2028. I will be talking to them after the weekend and finding out what is going on.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Please do let us know the outcome.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Poppy123456; 

    I will post the outcome once I have spoken to them.
    I was so ill after the PIP assessment/long wait and then thinking I would have to then go to appeal.
    I use my PIP for my mobility car and as I had a car and it was time for a change of vehicle I was told I could lease my car for 1/2 years longer  if I wanted to.
     I was told in July  that I could now choose a new car that has been done but as there is a big backlog in all mobility operations the dealer has said that the vehicle will not be ready until November.
     I just hope that I am not about to experience more anxiety with this as the last lot almost pushed me over the edge, in fact two days before the letter came telling me of the D.W.P  doing a U  turn on my award I was ready to tell  Mobility just come and take the car I was at the point of giving up, luckily I held out.
  • Dazl58Dazl58 Member Posts: 19 Connected
    Hi.yes,I do agree it is highly unlikely,like you say the best bet is to ring DWP/PIP as soon as you can and get an explanation,I will be doing so myself tomorrow.Take Care.
  • samantha21samantha21 Member Posts: 64 Connected
    Poppy123456 :

    I am hoping you can offer me some advice.    Today I have been on the phone to DWP, I knew it would be a long wait and it was, I waited 65 minutes.  I suddenly became connected and said Hello, I am calling you about a letter I have received.  The customer Service operator in D.W.P replied "Is your phone on loud speaker?" I said  No it is not. The DWP operator then said I cannot hear properly there is background noise I cannot hear a word, and then the line went dead as they cut me off.
    I then phoned my telephone billing service  from the same phone and they could hear me perfectly well and it seems there is nothing wrong on my phone line.
     I had been sitting in a quiet room and just reading a book while I waited and I am fuming that after waiting all that time this is what happened, is this one of the tactics the D.W.P are using just to ignore people and do you think I should write to them with my query.
    Your advice would be appreciated.
  • leeCalleeCal Member Posts: 2,538 Disability Gamechanger
    edited October 12
    Commiserations @samantha21 that’s really bad! 

    As a note you should use the @ sign before the online name, that way the person is notified of your message or post.
  • BAFBAF Member Posts: 9 Connected
    @samantha21 Hi that's awful what happened to you trying to phone them, unfortunately like you I have rang in the past only to be cut off as they answer the phone after you have waited for over an hour, like you I felt I was cut off on purpose,  am not sure if you could email them, what I have done in the past when I have written to them  is post it recorded delivery so any post o send them I always send recorded delivery and that was suggested to me by one of the advisers I talked to after waiting over an hour and being cut off, I think if you Google them I am sure there is a way of messaging them online, hope it all goes well for you 
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    It's highly unlikely to be anything to do with "tactics". A lot of DWP advisors are working from home because of Covid. At home there maybe some back ground noise their end, especially if they have children around them. Working from home for some people isn't ideal but there's not much anyone can do about the current situation. There could have been a problem with the advisors phone, rather than your phone.

    I wouldn't advise writing to them because you probably won't receive a reply. I know you'd rather not ring back but it's the only way you'll know why you received the letter with your extended award.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    I toi was "cut off"after waiting for 51 mins,I suppose the volume of calls isn't ideal if you are working from home.Doesnt distract from the fact that they was able to send out the letter though.I will try again tomorrow.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Sending out letters and trying to get through to them are 2 totally different things.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    So they send out letters you are advising us not to,we ring them we are cut off .. tomorrow i will ring again and will also post a recorded delivery letter asking for an explanation.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Sending letters recorded delivery to DWP is a waste of money. All mail going to DWP goes through a mail sorting process and a signed for letter will be signed by someone from Royal mail sorting office, it doesn't mean it's arrived with DWP. Post going to DWP can take 7-10 working days to be added to the computer and this includes next day delivery signed for mail.
    If you must write to them then proof posting is all that's needed, which is free from a post office.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    The last time I sent one it was signed as delivered by the Royal Mail at the relevant DWP dept .Whether it takes 7 to 10 days to be in putted into the system or not at least one he question has been asked.It has taken 10 days from date on the letter to be received.
  • samantha21samantha21 Member Posts: 64 Connected
    @Dazl58

    Thank-you for your reply, and to be cut off after waiting so long is a waste of my time. As you point out they can send letters out though.

    Poppy123456 has got a point about writing to the D.W.P and just like cutting off the phones they can also say that mail has not arrived.
    In the past when I have written I always go for recorded delivery at least that way you have got a signature and at least that way if complaints really have to be made you have proof of accepted delivery
    Dazl158 another thing to do is keep a written record of any times you ring the D.W.P. and your receipt from any letters.

    I have got things to do at the doctors surgery tomorrow and cannot spend wasted time on phones if I am going to get cut off. I shall be trying them again Wednesday.  Good luck for ringing them tomorrow update us on how you get on. 
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Proof of posting is all that's needed. A signature from Royal Mail doesn't prove it's arrived with DWP.

    Hopefully you'll get through next time you ring. I rang  them some weeks ago first thing in the morning and got through in about 20 minutes, give or take.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    A signature at the DWP obtained by Royal Mail proves otherwise.It has to then be sorted by DwP/PIP and in putted ,length of time may be sometime,but at least it will be inputted and they are obliged to respond
  • Dazl58Dazl58 Member Posts: 19 Connected
    Poppy 123456
    I apologise for any confusion,the anxiety and stress is taking it's toll,my only wish is to get some form of resolution to this matter.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    No worries. Although i disagree about your thoughts with the signatures. It's not signed for anywhere in a DWP building. It's signed for at the Royal mail sorting office, which means it's not with DWP and isn't classed as arriving until it's been added to the computer. We'll just have to agree to disagree with this one.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • Dazl58Dazl58 Member Posts: 19 Connected
    Sorry but that is rubbish,mine was signed for at Royal Mail and signed for as received at DWP,when queried by phone was acknowledged as received by DWP,and checked  online as received.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    I don't speak rubbish, just the truth. I won't make any further comments on the thread but good luck with finding out what's going on with your award date.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samfits99samfits99 Member Posts: 154 Courageous
    @samantha21 my friend claim was suppose to run out on March 8th 2021. and was expecting to get w award review letter around Sep / October but he got a letter saying it’s been extended and he won’t get his award review letter un till June / July next year. I heard PIP on the phone and they told him he won’t get it till then. so least it gives him loads of time. 
  • Dazl58Dazl58 Member Posts: 19 Connected
    Yes,but he had a date for it to run out.You have an ongoing award with a time limit  of 10 years ..so why have you been given an extension.It is all very strange Also I have no problem with Poppy 123456 she is far more knowledge able than myself and her advise is invaluable. 
  • chiariedschiarieds Community champion Posts: 5,328 Disability Gamechanger
    Hi @Dazl58 - @poppy123456 is totally correct. If sending important info to the DWP, or anyone, all that is needed is a free 'Certificate of Posting' available from a Post Office. It's good that you received acknowledgement that the DWP received some written communication from yourself whenever that last happened, but it doesn't confer that it was 'signed for' by anyone at the DWP. How do I know? My best friend worked with Royal Mail for over 30 years; he might know a thing or two. :)
  • samantha21samantha21 Member Posts: 64 Connected
    '@Dazl58 just a message to say that I do not want to be confrontational towards Poppy123456 and also chiarieds, as they say that letters are signed for by Royal Mail.  I have to disagree as I have first hand proof that the letters are signed for in the D.W.P post room and then they have to be entered onto the computer for processing. Also some people may choose not to believe this often the letters can be lost in the post room.
    When I first started  sending letters about my P.I.P (before I got my award) my whole claim went missing and so I contacted my M.P. after he looked into it he wrote and told me although my letters had arrived at D.W.P somehow they had been lost in the post room that was found out because everything had been sent recorded delivery and had signatures. I too find all input from Poppy123456 valuable and she has much experience, I am just pointing out my own experience. Dazl58 you are right the anxiety and stress does take it's toll and anything I write s about my own experience ant to help others if I can.
    Good Luck.
  • Dazl58Dazl58 Member Posts: 19 Connected
    have written evidence that it was signed for at DWP ,perhaps we all have different experiences and also working for Royal Mail for 30 years makes no difference.We are now detracting from our original aim which is to clear up the confusion surrounding a letter from PIP and by doing so possibly help others,I am not here for an argument amongst fellow sufferers.Lets just try an get this sorted somehow 
  • samantha21samantha21 Member Posts: 64 Connected
    'Dazl58.  you post is correct to try and clear up any confusion surrounding letters is our aim. All our experiences are different. I will never look to cause an argument. When others are suffering and only want to move forward then we should help in that aim if we can. My goal to find out what is going on for me will be ongoing and hopefully I   will get a response from D.W.P. in the near future.
  • Dazl58Dazl58 Member Posts: 19 Connected
    Hi Samantha 21,I don't think you are trying to cause any arguments whatsoever.I think that we all have got off track with regards to this letter,probably due to lack of sleep,anxiety, stress  and time .With a clear and calm head we should be able to resolve this and I think Poppy 12345 is correct in saying that we are better speaking to them direct by telephone no matter how long it takes,I do not think I was cut off on purpose by PIP,it was just one of those things.
  • Dazl58Dazl58 Member Posts: 19 Connected
    Samanth21
    May I also say,a thought has crossed my mind that this is a poisoned chalice,if you phone and ask about the letter will they then decide to review you now and not in 2022 and if you don't phone the award will run out or come up for review then.Damned if you do,Damnedvif you don't.🤔😄
  • samantha21samantha21 Member Posts: 64 Connected
    'Dazl58  I agree that Poppy 123456 is correct  in saying in the first instance it is best to speak to D.W.P  direct by phone. In regard of the phones do you know if D.W.P. employees are working from their offices or working from home? that would be a start. With my phone call yesterday and waiting over one hour as soon as I was talking to someone I was abruptly cut off. I know my phone was not faulty.  It could be if the D.W.P agent was working from home perhaps a child of theirs accidently interrupted them so I was cut off.
     I do feel that whether they are working from home or in the office they still have a service to provide for which of course they are being paid.
     It  will sort itself out, at the moment I need to go out, if it is not any trouble please update us if you get through to them today. I shall be calling them again tomorrow.
  • Dazl58Dazl58 Member Posts: 19 Connected
    Samantha21
    I have no idea if the DWP/PIP staff are working from home or not,if they are why would they have a child present,surely a child would be at nursery or school,if the child is younger surely this person would not be taking calls about PIP.
    If they are working from home how do they access the computer and your data.
    More confusion.

  • Dazl58Dazl58 Member Posts: 19 Connected
    I will not be able to phone them this morning as i have just had a call from my dentist asking me to attend to complete my emergency treatment.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    The majority of the advisors are continuing to work from home and have done so since lockdown began.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • samantha21samantha21 Member Posts: 64 Connected
    Thank-you for your reply Poppy 123456 : perhaps that explains the long wait in trying to connect to someone, and just maybe the person I got yesterday had a fault their end on their phone.

    Dazl58  I  suppose if the person is working from home then they are supplied with a laptop and company phone.
    I assume if it is a D.W.P  laptop then they will be able to pull up a claimants data.
     I have a daughter that works for mental health and addictions, some staff have returned to the office although not that many. My daughter continues to work from home and she has done so since lockdown began.
  • mikehughescqmikehughescq Member - under moderation Posts: 4,940 Disability Gamechanger
    Dazl58 said:
    Sorry but that is rubbish,mine was signed for at Royal Mail and signed for as received at DWP,when queried by phone was acknowledged as received by DWP,and checked  online as received.
    Your post was signed for by the Royal Mail because they are currently contracted by DWP to open their post at the nail delivery centres. However, that is not proof that your post has arrived at the DWP because RM sort the post and move it between the MDCs before it finally gets scanned and, hopefully, connected to your case. In this context any kind of recorded delivery is throwing good money after bad. The post can be signed for by a security guard or anyone. It still offers no proof of receipt by DWP. In the shall number of cases at tribunal where this becomes an issue the general principle is that post being signed for at the recipients end is proof of nothing. 

  • Dazl58Dazl58 Member Posts: 19 Connected
    I am not interested in what the Royal Mail do or don't do Has anyone actually made contact with DWP/PIP.
  • leeCalleeCal Member Posts: 2,538 Disability Gamechanger
    I haven’t @Dazl58 but I’m intrigued by the whole thing.
  • samantha21samantha21 Member Posts: 64 Connected
    @Dazl58

    I had no time to try them today, tomorrow I shall make a further attempt on the phone. Have to keep trying I guess at some point  there may be success.
  • poppy123456poppy123456 Community champion Posts: 21,228 Disability Gamechanger
    Dazl58 said:
    Has anyone actually made contact with DWP/PIP.
    A few weeks ago i did yes. I rang as soon as they opened and it took about 20 minutes before someone answered. Although my experience may not be the same as someone else's. You just have to keep on trying and they will eventually answer. As i already advised, try ringing as soon as they open, for me this is always the best time.

    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • ernie2009ernie2009 Member Posts: 88 Courageous
    yes i was succesfull first time. i called as poppy did first thing in morning and got through after about 10 minutes to ask for a copy of my assessment report. no problems at all so guess i must of been very lucky reading through all the hastle some of you have had. 
  • samantha21samantha21 Member Posts: 64 Connected
    Updating everyone about getting through on the phone to D.W.P. I  got through today after 50 minute wait and 
    was at least able to speak to someone today.
     In regard of my query about the dates and the award, I was firstly told "Oh yes you are going to the appeal but we gave you one year award instead. I confirmed my letter I had and the person said oh yes I can see that letter and it also says 2028. I was put through to appeals section, and the advisor there told me that he could see it said ongoing and also said about 2028 but then he knocked my socks off and said my award letter could have been a mistake and instead of saying on-going it should have had an end date. and he would look into it. I told him I wanted any decisions or anything that was going on to be sent to me in writing. I was told they would put anything in writing and let me know. I just do not know what is going on and as far as my condition goes there is no cure and it has got worse instead of better  it is a mystery to me what they could be talking about.
    Any suggestions anyone?
  • mikehughescqmikehughescq Member - under moderation Posts: 4,940 Disability Gamechanger
    @Dazl58 it’s unfortunately not really relevant whether you’re interested in what RM do or don’t do. The point being made was that advising that recorded delivery options etc. solve this specific issue is not accurate and, regardless of your specific experience, a tribunal would give very short shrift to that perspective whether expressed by you or the poster in question. Getting a document signed for tells you nothing except that “someone” has signed for it. The only acceptable proof that it was definitely received by DWP is when it’s scanned into the system.

    In terms of making contact with DWP a letter will suffice. A call is to a call centre and a high percentage of DWP calls are taken by non DWP outsourced companies without full access to systems. The only reason to call one is to order a claim pack. The link in my previous post explains why a letter will suffice. You don’t need to send it by any kind of special service. It’s throwing money away for zero demonstrable gain. Keeping a copy will suffice.


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