Employment and Support Allowance claims by telephone

Jobcentre Plus is looking at ways to encourage Employment and Support Allowance claimants, who are able to use the telephone, to make claims using this method instead of completing paper-based forms. This is part of DWP’s aim to give people a modern and efficient service.

The results of a recent survey showed that claimants are happy to make a phone call to request a form. However, in many cases, they do not want to continue the call and make a claim at the same time.

Yet there are many advantages for people making a claim over the telephone:

• Can call the claim line (0800 055 6688) for free from BT landlines. Some mobile phone operators also do not charge for the calls.
• Will speak to someone at DWP who will go through the application, fill out the claim form, give advice and answer questions.
• Are given advice when extra evidence is needed to process the claim. This helps to reduce delays.
• Are sent a copy of the completed form, so they can check that the information is accurate.
• Have their expectations managed, including being told about what will happen next with their claim.