I was made redundant and filled in an online claim for jobseeker’s allowance. The website says you must attend an interview and that a text will be sent telling you when it will be. It also warns that the interview could be on the same day as you receive the text. That’s not a problem as my nearest Jobcentreplus is 10 miles away.
But when the text came it told me to report to Plymouth Jobcentreplus in 20 minutes. Plymouth is an hour’s drive away. Realising that my lack of superpowers might cost me the allowance, I spent 20 minutes on hold on the 3p-a-minute phone number given in the text. An adviser rescheduled the appointment for the next day, but said venues were allocated by postcode so it had to be Plymouth.
I duly attended, which cost me £15 in fuel and parking, and was told I would have to sign on every week in Plymouth. So far it’s cost me £25 just to make the claim. What about those who don’t have a car or £10 credit on their phone to rearrange an impossible appointment?
I understand the need for a robust system, but this is obstructive to people that really need the help. AH, Lifton, Devon
It turns out it wasn’t the “system” that forced you across country, but good old “human error”. The official who called you after I contacted the Department for Work and Pensions told you that when she made an experimental phone call to the claims line she was given the same information as you – that residents with your postcode had to travel to Plymouth. She promised to raise the issue with “management”. The DWP says the text was sent five hours before the appointment but somehow didn’t reach you. “We’ve apologised and plan to refund the costs AH incurred,” it says.
The worry, of course, is that this is not a one-off and other claimants are being sent needlessly round the country for crucial appointments.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
