Claimants who are entitled to new style employment and support allowance (ESA) are being pushed into claiming universal credit (UC) instead, even though they may be much worse off as a result, due to the inflexibility of the claims system and the poor training given to DWP staff.
Welfare rights workers are reporting huge problems with claiming new style ESA, which is available to some claimants who have paid sufficient national insurance contributions.
Claimants phoning the UC claim line in Full Service areas discover that every single option relates to UC.
Even if you choose ‘Any other queries’ from every option, you are likely to be put through to a DWP call handler who knows nothing about how to claim new style ESA.
One advisor said that the call handler stated that they had specific guidance about new style ESA but, when…
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