Jobcentre delays 'cause hardship'

Citizens Advice called for urgent action to end problems caused by the reorganisation of Jobcentre Plus, the Government agency responsible for delivering welfare benefits to five million people.

Despite improvements in recent months, long delays in processing claims are causing "serious disruption and hardship", said the advice group. The telephone system claimants now rely on cannot cope with the volume of calls, often leaving people unable to claim crisis loans, said the report.

Citizens Advice called for face-to-face services to be offered to people such as those who are homeless and disabled and who find it difficult to use the phone.

Advice bureaux said thousands of people face weeks without any money, while it was claimed that others were made to wait in public phone boxes for hours trying to claim crisis loans. There were cases of deaf people being told to make a claim by phone rather than in writing.

Four out of five bureaux said Jobcentre Plus services are worse since they were reorganised.

Citizens Advice chief executive David Harker said: "In introducing a telephone-based system that suits the majority of customers, Jobcentre Plus failed to ensure there was adequate alternative access to benefit services for claimants who are unable to use the phone, who don't have access to a landline, or who simply can't get through.

"The most disadvantaged and vulnerable people have suffered disproportionately as a result. Jobcentre Plus have started to respond to the problems experienced by our clients, but our evidence shows that many of the most vulnerable claimants still face enormous obstacles in dealing with Jobcentre Plus and getting the money they are entitled to when they need it."

Jobcentre Plus chief executive Lesley Strathie said: "Although we deliver a high-quality service for the vast majority of our customers, clearly some people are still encountering difficulties.

"We are in the midst of a rapid change programme that should address the issues highlighted by this report and will look to involve Citizens Advice in monitoring our progress in doing so."