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Confessions Of A Universal Credit Case Manager

October 18, 2017

With many thanks to Benefits And Work.

A Universal Credit (UC) case manager has confessed to the Independent that DWP staff “cruelly close claims” of “tens of thousands of very vulnerable people” and that threats of suicide are a “frequent occurrence”.

The case manager, using a pseudonym, said that lack knowledge about UC regulations by DWP staff “can have an especially devastating impact on care leavers, the disabled and those with mental; health conditions”. He explained that it is often left to charities and support workers to explain the regulations to DWP case managers.

Amongst the allegations made by the claims manager:

  • Full-time case managers on average handle in the region of 300 claims each. As a result of the overwhelming caseload, many crucial tasks are not completed “until claimants contact us when their payments are inevitably paid incorrectly or not at all”.
  • If a case manager goes on holiday, their claimants are “completely neglected” as staff are told only to send out payments for people they manage themselves.
  • DWP staff are told that “claimants are entirely responsible for their own claim”. So the system only alerts staff after a deadline has been missed “allowing us to cruelly close claims and stop that person receiving any money. Tens of thousands of very vulnerable people have their lifeline switched off with a click.”
  • Claimants who state that they are facing eviction are “a penny a dozen. We are told that legal proceedings can take months so a claimant is ‘never really facing eviction’. That’s how we’re told to justify it.”
  • Staff are well-trained to deal with threats of suicide “simply because it’s such a frequent occurrence”.

You can read the full confessions of a UC case manager on the Independent website.


6 Comments leave one →
  1. mili68 permalink
    October 18, 2017 5:22 am

    Reblogged this on disabledsingleparent.

  2. mili68 permalink
    October 18, 2017 5:22 am

    Tweeted @melissacade68

  3. October 18, 2017 6:39 pm

    completely wrong where evictions are depends entirely on what type of tenancy a person has. . what their contract says. is it a full house, half of one, shared accomodation or just a room someones letting off to avoid paying bedroom tax or some other daughter had a rolling tenancy agreement after the first years was up. she lived in a 2 bedroomed house for 12 years till earlier this year. she was given the statutary 2 months notice to quit.took the authorities a month before they could do anything (R’s & R’s)…A young new mum rented a room in someones house . was given 2 weeks notice to quit while in hospital having just given birth only hours start from the day she got out of hospital. half an hour before the deadline was up, vulnerable adults finally got her an hotel room. supposed to be for 1 night. day after she was told she may be there a few more days or could be a few weeks. no cooking facilities. only a kettle and the babies bottle steriliser. no washing (clothes that is)facilities and not allowed any visitors at all, not even her own father, great aunt or 75 year old great gran.(all of which live in their own seperate 1 bedroom places. would gladly have taken her in but were told if they did it would jeopardise her chances of getting something more suitable where she can be independant and start her new life bringing up her child.

  4. October 18, 2017 7:37 pm

    The Independent *didn’t* delete my comment (for now)… cool 🙂


    “grave and systematic violations”

    UN Convention on the Rights of Persons with Disabilities – Articles

    UN Convention against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment –

    Article 2 –
    3. An order from a superior officer or a public authority may not be invoked as a justification of torture.

    Misconduct in Public Office –

    Criminal Justice Act 1988 – Torture

    Try telling me that attempting murder by fraud, neglect and starvation ISN’T torture.

    Re – eviction

    Once UK Government DWP criminals stop benefits they also tell their UK Government criminal local councils.
    The UK Governments criminal local councils then stop all of their benefits too… even if you have *already* reported UK Government DWP criminals Vulnerable Adult Abuse to UK Government criminal local councils.

    Care Act 2014 – Safeguarding adults at risk of abuse or neglect –

    Misconduct in Public Office –

    A bit difficult to report so much UK Government Hate Crime when you’re homeless and starving.

    Here are the tax payers cash payments over £25,000 that the UK Government DWP criminals dished out as BRIBES in the first five months of this year –

    That’s – £208,918 directly from the DWP for the UK Government criminal abusing filth at my Vale of Glamorgan Council just from Jan to May this year.

    See how much the UK Government DWP Hate Criminals have been BRIBING your council.

    The Bribery Act 2010 –


  1. How A Five-Week Wait for Universal Credit Wait Almost Drove a Woman To Suicide | Govt Newspeak

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