| CRISIS LOANS ANSAPHONE MISERY |
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| Written by Administrator | |||||
| Friday, 15 June 2007 | |||||
Page 1 of 3   “I have heard from manyconstituents that have spent days trying to get through on the phone but find the lines constantly engaged.“ Michael Moore MP 13th January 2005. "The impact of not being able to make an application can be disastrous for vulnerable people, points out Citizens Advice Scotland." 30 Jun 2005. PRESS RELEASE. Citizens Advice Scotland It reports of:
This Ansaphone just tells you that the staff are all busy and to try calling again later. It then hangs up. No call queuing, why? Crisis implies urgency and emergency. So why are the call centres so understaffed that it's hard to speak to an assessor? This is the "Loan Ranger Campaign " The DWP and Jobcentre Plus have been making monkeys out of loan applicants by allowing call centre bottlenecks to persist, thereby effectively rationing access to their assessors. They won't use call queuing because the time spent waiting for a reply would be indicative of gross under staffing, whereas, no records are kept of unanswered calls, thus the National Audit Office is oblivious to the inadequacy and duped into thinking that all is well, even though innumerable claimants are enduring untold suffering as a result. Perhaps some would be claimants (daunted by the inordinate ansaphone bottleneck) simply give up. But it's not as though the DWP weren't told of their sub-standard service by pre-eminent persons, or, that Jobcentre Plus (who administer Crisis Loans under the DWP) haven't heard innumerable complaints from their clients. |
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| Last Updated ( Saturday, 06 October 2007 ) | |||||
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