Complex Case Manager, any experiences to share?

I’m due to migrate from ESA to UC and have had to request three deadline extensions as I’ve been in and out of hospital since December last year. I am normally bed bound so in February, my doctor provided a letter explaining my situation, and additional health issues, including the surgeries and procedures I would need, and requested an extension until the end of May

Unfortunately, DWP will only grant extensions on a four-week basis, so I’ve had to call monthly to renew it. I was told I could have as many extensions as needed, but only on a four-week basis.

An unplanned surgery last week has left me too unwell to manage the UC application, and I have another hospital procedure scheduled for this Thursday/Friday. A week ago, before going into hospital, I requested a final extension and was refused. I was told a Complex Case Manager would contact me, but no one has called or left a message. When I followed up again this week, I was refused another extension and told it was now in the hands of a Complex Case Manager — but my case doesn’t appear to have been allocated to anyone.

My migration deadline is this Friday, and I am currently too unwell to deal with the UC application due to a post-surgery reaction. I can only complete the online application in small sections with help and am unable to do it by phone.

All my calls to DWP have been made via Help to Claim, so there’s a record, but the call handlers can’t offer case support.

I understand transitional protection would still apply if I applied within four weeks of the deadline, but I’d much prefer to avoid that if possible. This is quite stressful to deal with on top of an already difficult health situation.

My question is: has anyone dealt with a Complex Needs Manager, were they helpful and what would you recommend when dealing with them? Also, if no one contacts me by Friday, is there anything else I can do to request a final extension or escalate this?

Thank you!

Thank you David.

David, in two weeks I will be well over the deadline which is Friday.

Could I obtain an Area Manager’s name now so I could file a complaint this week, before the deadline?