Wigan's Jobcentre staff speak out as benefits system comes under fire

The team in the Jobcentre Plus at Brocol House in the town centre, which is one of three facilities for those seeking work in the borough, said there is a great deal of good work going on in the borough and employees enjoy a good relationship with their customers.

That comes as a regional JPI Media investigation has found a litany of problems with the controversial Universal Credit, with claims that people are being pushed into council tax arrears and debt and struggling to get the help they need on the phone lines.

Wigan politicians, including the town’s MP Lisa Nandy and the council’s housing and welfare boss Coun Terry Halliwell, have not held back in their criticism of the system.

Jobcentre Plus staff, though, say they have received no indication that Wigan customers are experiencing chronic problems and pointed out the numerous options available to those struggling.

However, they said staff can only intervene if they are aware of the full facts about an individual or family’s circumstances.

The JPI Media investigation found two million calls to the Universal Credit helpline have gone unanswered.

However, Jobcentre Plus staff strongly hit back at claims Wiganers were experiencing chronic difficulties with the phone system, although they also encouraged residents to consider other means of sorting out any issues they have.

Senior operations lead Amy said: “We’ve had no feedback from our customers in Wigan suggesting they are not having their calls answered and we do work with the service team covering Wigan.

“We also encourage people to maintain their account digitally. All aspects of their account, whether it’s a change of circumstances or uploading documents and evidence, can be done online at any time of the day.

“For those without the digital capacity we support them on the computers here or signpost them to further help.

“We encourage people to do things digitally rather than going through to a call centre.”

Claimants have also recently spokenof problems filling in the forms to get Universal Credit and experiencing a wait of five weeks for completed applications to be processed.

Jobcentre Plus staff reassured Wiganers help is available and urged people to trust their work coaches and the other employees even with sensitive personal information.

Partnership manager Nicky said: “When we are having conversations with customers we ask them about their financial situation and budgeting.