I have been reading some of the posts on the ‘Work, Benefits And Money’ forum and I have noticed that the DWP always gets a very bad press on here! As a DWP employee, I would just like to say that we’re not all bad! The vast majority of us are just trying to do our best for our customers, in very difficult circumstances - often working in badly managed, under-staffed offices, using out-dated work practices and sub-standard IT systems.
The big decisions about benefits such as P.I.P. and E.S.A. are made by the ‘powers that be’ who are much higher up than the likes of me. My colleagues and I just have to follow orders and process claims for these types of benefits (with minimal training)....we do our best to get it right, but I know from experience that sometimes things can go wrong. That is unavoidable, unfortunately. But we work very hard to put things right when an error has occurred (which is quite often due to a system fault). DWP staff at my level DO care about customer satisfaction and we always strive to do our best for the customer - it's just that sometimes 'red tape' gets in the way!
So....next time you want to have a go at the DWP, please don’t shoot the messenger!!