Are they treating me badly for ID on 'managed' ESA migration to UC?

Hi, first post, hope it's in the right place, and ok, etc. Been extremely distressed. Historical and ongoing poor treatment by DWP incl. being driven to attempt su!cide. The ID online seemed to have a fault and skipped past where you could upload photo ID and said 'we can identify you another way'... told on the phone not to worry as it had confirmed me already. Then they insisted on a phone call for biographical? I eventually agreed against my better judgement due to past harm. Then, late on a Friday they changed this without notice/consultation to an in-person appointment at the job centre. This sent me into crisis. Now, a complaint response to my MP say this was a "mistake" for which they apologised and offered me another call which I declined. NONE OF THAT IS TRUE as evidenced by the journal records. Due to DWP's 'safeguarding', they referred me to social care saying I was about to have my claim cancelled they can't identify me. I applied mid-July and DWP have recorded back then I am now "financially vulnerable".. Social care told DWP that I cannot attend the job centre nor have home visit due to my disabilities and the huge distress I am in. I am autistic with PTSD from severe violence, struggle greatly outside, have blue badge, etc. DWP are very aware of the suicidality they have and are causing, and hold medical evidence that they were a factor in an attempt. No explanation has been provided why I cannot identify online to either my MP or me. The MP says they can't do anything more because this is 'DWP process'. DWP now say that if I don't complete the ID imminently, my claim will be cancelled and I will lose all transitional protection if I claim again and there is no rectification or appeal for that. They have sent final letter offering only a standard job centre appointment, attending job centre in a quiet room (doesn't help with the PTSD or my inability to make the journey), a home visit or calling me for details to try and identify with a previous employer. Only the last option doesn't clash with social care's request? (who DWP referred me to). I have asked again why I can't identify online. I have asked for the phone appt again. They have refused and say the ONLY options are the ones in the letter shared above. I am extremely isolated and rarely go outside the garden gate. I am terrified of people coming here as I was left unconscious after an attack. They are cancelling my claim next week. I have been on income-related ESA Support Group for over a decade. Please can anyone advise why they won't let me identify online, and now have even removed the option of a phone call? They message again today and state "we cannot verify you identification by phone" even though they previously agreed to do so that they then messed up by booking as an in-person job centre appointment by "mistake". I don't understand. They cause me so much distress and anxiety. I physically shake and have a panic attack when I have to sign in to the journal due to the serious harm they have caused me. What should I do? Sorry for such long post. I have no-one to ask or get support from. Thank you so much. I am grateful.

Thank you so, so much. A light shining for me in the darkness. Thank you for your kindness to reply. Unfortunately, the letter on the journal said this, so 'advanced support' already know. Copy and pasted from the job centre message/letter: "I would like to reassure you; I have escalated the matter to our policy team and our advance customer support team. They have confirmed that no additional alternatives are available beyond those already offered." Three of the options are what social care told them I could not do. This copy and pasted from social care's email to the same job centre after length call with me: "she is experiencing significant difficulties attending the Job Centre in person or accommodating a home visit to complete this process. Could the accessibility arrangements be reviewed to explore alternative options that would enable [me] to complete the identity check and avoid any disruption to her benefits?" I think this must be a data breach if they have made a referral without 'knowing who I am' ?? If they do know who I am for a safeguarding referral, then they do know who I am for this. They've closed off avenues to 'advanced customer support'. I just don't understand why I am being treated differently to other disabled people.

Thank you, David. Apologies for any misunderstanding, I think I could have been clearer. They pre-empted it, I think. By telling me they have already run it past them. On that basis, I didn't make the request as you outlined above. Should I do that now? I feel they are against me so it will be refused regardless.

The issue seems to be that there is a glitch in their online system that meant I did not have to go through the online ID although I ticked and had the photo docs etc. required. They confirmed to the MP that the message I received in July, "Confirm your identity completed" is sent automatically either when confirmed online or an appointment is being made for them instead. They said my docs could not be verified online at the time - but give NO EXPLANATION WHY?!

There is something wrong with the system and they are making me pay for it in my health. I have been reading this UT decision >>
ADMINISTRATIVE APPEALS CHAMBER
Appeal No. UA-2023-000802-USTA
[2024] UKUT 340 (AAC) which held that she had lodged her claim online so DWP could not add additional ID burden afterwards. I did lodge mine as well, but DWP are saying it is subject to an appointment to verify ID.

They have stated this: "In accordance with DWP Policy Guidance if the verification isn't completed within 1 calendar month and 1day, claims are closed. Please be aware that if verification is not completed by 24th October 2025, your claim will be closed.
If this happens, you will lose your entitlement to transitional protection, and this cannot be reinstated, even if you later reclaim, request backdating, or win a mandatory reconsideration or appeal."

My response was this: No explanation has been given why identification cannot be done by the biographical call as previously offered before it was messed up by DWP's "mistake" re-booking it to an in-person appointment.

DWP made a social care referral. If you 'don't know who I am', then that is a data protection breach. Social Services emailed you on 8.10.25 that I have "significant difficulties" with 3 of the options. They informed you they had spoken to me and I was in great distress and they have not proceeded with a needs assessment at this time because they believe it will be "overwhelming" for me due to the considerable strain and stress I am already being put under.

Additionally, I had already sent an email, as advised to you in this journal, to This email address is being protected from spambots. You need JavaScript enabled to view it. that my MP had used and also copied me into. This email had ID attachments of driving licence photocard, electricity bill, and water bill. Each of the attachments and the email subject line had my National Insurance Number on it (XXXXXXXX).

My National Insurance Number - XXXXXXXX - also had to be input to make my UC claim online.

I believe you are acting unlawfully. And that is besides any disability discriminations and the upset caused me.

Please confirm as a matter of urgency what steps DWP has taken to check my National Insurance number. What have you done to track it down to match the information that I am 'who I say who I am'?

My actual National Insurance number has been provided on a number of occasions. A lot of evidence has been provided in addition. Please confirm the checks DWP has undertaken to date to find out whether this national insurance number exists and whether it is mine.

Your assertion that my "claim will be closed" in this manner is erroneous in law and is not in accordance with DWP's own guidance, either.


Do you think I should make the request you suggest re: contact from the team leader still? Sorry for not being clearer earlier, it may not have changed things for you. But I won't make that request until I hear from you that I should definitely still make it. Thank you.

Wasn't sure if I could include links in my message. They are here in case that is allowed and/or they may help others.

This is the UT case: assets.publishing.service.gov.uk/media/6...2023-000802-USTA.pdf

and refers to this case: www.gov.uk/administrative-appeals-tribun...ns-2022-ukut-189-aac


Going by this www.gov.uk/guidance/move-to-universal-cr...ration-notice-letter I did "complete the claim" and commitments accepted online.

DWP guidance that I don't think they are applying as a result of the UT judgment: assets.publishing.service.gov.uk/media/6...0/adm-memo-03-25.pdf

They say I am entitled to UC in the journal, admit I am now "financially vulnerable" (since July), have not done what they said they would do, have been dishonest about things they have offered but have not (it's all in the journal evidenced) and proceeded to blame me for it that I have "declined", ignored social care requests that they initiated themselves.

I am worried about it despite the case law, because I am still in the appeals system currently. I have been in it for over 70% of the last 7 years with over 20 wrong DWP decisions. Every single decision and punishment I have got overturned either by DWP direct or by a first tier tribunal. I even went to the Upper Tribunal and won but they started on me again in less than a year over the same issue. Truly, I feel so upset and victimised by it all. They are never going to stop.