Employment and Support Allowance Claims

This is how Jobcentre Plus belives the claims system will work. Comments in brackets are ours.

Day 1 Customer rings 0800 number to make a claim for benefit.
The customer selects the new claim option for sick/disabled people.
Jobcentre Plus receives the call, confirms identity and takes the claim. Call recording means there is no requirement for a customer signature.

Day 2-3 The Customer receives a printed Customer Statement for checking, and gathers any further evidence required. (This would be evidence about such things as savings and income, where relevant).

Day 8-9 The Customer sends required evidence to the Benefit Delivery Centre in envelope provided.
Evidence received in Benefit Delivery Centre.
Medical Certificate received and consideration given to early entry to the work capability assessment process by Jobcentre Plus. (This is likely to be claimants who the DWP think should go clearly straight into the support group. For example, claimants with severe learning disabilities)

Day 11 The Customer’s claim to ESA processed.
The Customer receives payment on the due pay day.
The Local Authority is also advised of the customer’s ESA entitlement.
The customer receives an ESA50 questionnaire from Medical Services if early referral was made on receipt of Med Cert. This needs to be completed and returned as soon as possible, but within 6 weeks from date of issue.

Day 30 All remaining customers will receive an ESA50 questionnaire from Medical Services.
This needs to be completed and returned as soon as possible, but within 6 weeks from date of issue.

Day 34 The customer completes and returns the questionnaire in the envelope provided.

Day 36 Customers allocated to the Support Group from the information on the questionnaire receive their decision.

Day 37 Other customers receive an appointment for their Work Capability and Work Focused Health Related Assessments.

Day 43 The customer attends a joint appointment for a Work Capability and a Work Focused Health Related Assessment.

Day 45 The customer receives their benefit payment decision. The customer also receives an outcome letter for the Work Capability Assessment and a copy of the Work Focused Health Related Assessment report. The customer also receives a phone call from the Jobcentre inviting them to attend a Work Focused Interview with a Personal Adviser.

Day 47 Then customer receives a letter from the Jobcentre confirming their Work Focused Interview appointment.

Day 57 The customer attends and participates in a Work Focused Interview with a Personal Adviser at the Jobcentre.

Day 92 The customer enters the main phase of Employment and Support Allowance and is paid at either the Support Group or the Work Related rate. Customers in the Work Related Group start to receive Pathways support to return to work.

Introduction to Employment and Support Allowance training day
Tuesday 7 October 2008 10am - 4.00pm Bristol
Download Employment and Support Allowance training flyer in .pdf format