Frequently Asked Questions
- I am unemployed, how do I claim benefits?
Jobcentre Plus (JCP) has introduced a new way of claiming benefits in South Tyneside. It's called the Customer Management System (CMS) and claims are made over the phone.
The system was introduced to make claiming benefits more efficient and to prevent the need to give the same information again and again. It covers new and repeat claims for the following benefits for people of working age:
- Income Support
- Jobseeker's Allowance
- Incapacity Benefit & associated benefits like Housing and Council Tax Benefit.
You must now ring a call centre number where you give your basic details. A staff member then arranges to call you back within a few days at an agreed time. On this occasion more information is gathered for input into the CMS computer and a date is arranged for a work-focused interview at a local office. Where appropriate, information is shared with other agencies, including the Local Authority for Housing and Council Tax benefit.
JCP staff from other areas (where the system has been up and running for some time) have voiced concerns about the inflexibility of the computer system. Staff have to follow a set of scripted questions with each claimant and where calls are scheduled to take 20 minutes they can last up to 1 hour, causing distress for some claimants. Other concerns relate to inadequate training, delays in calling claimants back and delays in benefit payments.
The call centre phone number is 0845 608 8637. The phone line is open from 8am to 6pm Monday to Friday and calls are charged at local rate.
Our advice to you
You can ask for a paper claim form if you feel you are unable to cope with a lengthy phone call. If you are refused, ask to speak to the Supervisor or Manger. You can ask for a crisis loan or an interim payment if your money is delayed, though these payments are discretionary. If necessary, seek advice.
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