1
DWP
Scotland
Escalation
Points
Communication and escalation routes for Benefit Centres, Jobcentre Districts, DWP & Partners
Key to delivery of service to our customer is a robust two way communication. Please use these communication and escalation routes to raise issues, discuss solutions and share good practices.
- All enquiries, in the first instance, should access DWP services through the normal telephony numbers i.e. 0845/0345.
- These escalation points provided by DWP are to be used by Stakeholders / Partners in exceptional circumstances where urgent resolution is required.
- Escalation points are for the sole use of Stakeholders / Partners only and under no circumstances should they be shared any further, especially not to claimants.
- DWP will review these escalation points quarterly and will provide an updated version to reflect changes.
Please note that the escalation telephone numbers must not be issued to the public.
Contents
Created by JB, Group ScotlandVersion 2Dec 2014
1
Benefit Centres Page 4-7
Jobcentre Offices; by District Page 8-14
Pension CentresPage 14
PIP Centre Page 15
ATOS Page 15
Vulnerable CustomersPage 16
Benefit Centres
Aberdeen BC
ESA / Roz Clunie / 01224 618142IB Reassessment / James Stephenson / 01224 618104
JSA / Debbie England / 01224 618155
Any official correspondence or complaints should be addressed to:
Aberdeen Benefit Centre
Mail Handling Site A
Wolverhampton
WV98 1PR
Postcodes dealt / with / /
AB10 AB11 AB12 AB13 AB14 AB15 AB16 AB21 AB22 AB23 AB24 AB25 AB31 AB32 AB33 AB34 AB35 AB36 AB37 AB38 AB39 AB41 AB42 AB43 AB44 AB45 AB51 AB52 AB53 AB54 AB55 AB56 EH49 EH51 FK1 FK10 FK11 FK12 FK13 FK14 FK15 FK16 FK17 FK18 FK19 FK2 FK20 FK21 FK3 FK4 FK5 FK6 FK7 FK8 FK9 G63 HS1 HS2 HS3 HS4 HS5 HS6 HS7 HS8 HS9 IV25 IV27 IV28 IV30 IV31 IV32 IV36 IV40 IV41 IV42 IV43 IV44 IV45 IV46 IV47 IV48 IV49 IV51 IV52 IV53 IV55 IV56 KW1 KW10 KW11 KW12 KW13 KW14 KW15 KW16 KW17 KW2 KW3 KW5 KW6 KW7 KW8 KW9 KY13 PA34 PA38 PA80 PH1 PH10 PH11 PH12 PH14 PH15 PH16 PH17 PH18 PH2 PH3 PH30 PH31 PH32 PH33 PH34 PH35 PH36 PH37 PH38 PH39 PH4 PH40 PH41 PH42 PH43 PH44 PH49 PH5 PH50 PH6 PH7 PH8 PH9 ZE1 ZE2 ZE3
Bathgate BC
ESA Claims / Liz Watson/Margaret Colquhoun / 01506 658011ESA Maintenance / Avril Sinton
Carol Cormack
Karen McCluskie / 01506 772015
01506 772140
01506 772167
JSA Claims / Maureen O’Hare / 01506 772094
JSA Maintenance / Barbara Henderson / 01506 772093
WCA / Sharon Wallace / 01506 772149
Mortgages & Third Party Deductions / Kirstie Swan / 01506 772162
Any official correspondence or complaints should be addressed to:
Bathgate Benefits Centre
Mail Handling Site A
Wolverhampton
W98 1AN
Tel: 01506 772129
Postcodes dealt with
EH1, EH10, EH11, EH12, EH13, EH14, EH15, EH16, EH17, EH18, EH19, EH2, EH20, EH21, EH22, EH23, EH24, EH25, EH26, EH27, EH28, EH29, EH3, EH30, EH31, EH32, EH33, EH34, EH35, EH36, EH37, EH38, EH39, EH4, EH40, EH41, EH42, EH43, EH44, EH45, EH46, EH47, EH48, EH49, EH5, EH52, EH53, EH54, EH55, EH6, EH7, EH8, EH9, FK1, ML6, ML7, TD1, TD10, TD11, TD12, TD13, TD14, TD15, TD2, TD3, TD4, TD5, TD6, TD7, TD8, TD9
DG1 DG10 DG11 DG12 DG13 DG14 DG16 DG2 DG3 DG4 DG5 DG6 DG7 DG8 DG9 G78 KA1 KA10 KA11 KA12 KA13 KA14 KA15 KA16 KA17 KA18 KA19 KA2 KA20 KA21 KA22 KA23 KA24 KA25 KA26 KA27 KA28 KA29 KA3 KA30 KA4 KA5 KA6 KA7 KA8 KA9
Clydebank BC
JSA / Claire Pollock / 0141 951 3595ESA Claims and Maintenance / Clare Hannah / 0141 951 3167
ESA WCA and Decision Making / Angela Forrester / 0141 951 6332
IB and IS / Morag Craigie / 0141 951 3124
Any official correspondence or complaints should be addressed to:
Clydebank Benefit Centre
Mail Handling Site A
WOLVERHAMPTON
WV98 1BL
In addition, we can accept escalations by email to:
Postcodes dealt with
AB30 DD1 DD10 DD11 DD2 DD3 DD4 DD5 DD6 DD7 DD9 G60 G63 G81 G82 G83 G84 IV1 IV10 IV11 IV12 IV13 IV14 IV15 IV16 IV17 IV18 IV19 IV2 IV20 IV21 IV22 IV23 IV24 IV26 IV3 IV4 IV5 IV54 IV6 IV63 IV7 IV8 IV9 PA1 PA11 PA13 PA14 PA15 PA16 PA18 PA19 PA2 PA20 PA21 PA22 PA23 PA24 PA25 PA26 PA27 PA28 PA29 PA3 PA30 PA31 PA32 PA33 PA34 PA35 PA36 PA37 PA38 PA4 PA41 PA42 PA43 PA44 PA45 PA46 PA47 PA48 PA49 PA60 PA61 PA62 PA63 PA64 PA65 PA66 PA67 PA68 PA69 PA7 PA70 PA71 PA72 PA73 PA74 PA75 PA76 PA77 PA78 PA8 PH20 PH21 PH22 PH23 PH24 PH25 PH26 PH32 DD8
Greenock BC
ESA Claims / Mary Delussey / 01475 491131ESA Maintenance / Carol Atkinson / 01475 491098
ESA Telephony / Linda Gilliland / 01475 499564
WCA / Brian McCloy / 01475 881679
JSA Telephony / Ellen Glass / 01475 883474
Mortgages/Third Party / Lynn Kelly / 01475 881525
JSA New Claims / Jane Weston / 01475 881531
JSA Maintenance / Gill Stoddart / 01475 883475
Any official correspondence or complaints should be addressed to:
Greenock Benefit Centre
Mail Handling Site A
Wolverhampton
WV98 1DJ
From 11/08/14 ESA for the following areas will be dealt with at Greenock BC (previously Coatbridge):
Lanark, East Kilbride, Motherwell, Hamilton, Airdrie, Cambuslang, Rutherglen, Cumbernauld, Bellshill, Kirkintilloch
Glasgow (Northgate) BC
ESA New Claims - 3rd Party Deductions / Sharon Collins / 0141 207 0545ESA Changes – Scotland / Thomas Gordon / 0141 354 8670
ESA Decision Making / Margaret Gillespie / 0141 240 5399
ESA WCA / Kenny Phillips / 0141 207 0956
Decision Making & WCA Scotland / Carol Morris / 0141 338 5134
IS New Claims, IS Decision Making, Third Party Deductions & Mortgages / Irene Duff / 0141 354 8659
IS Changes & Decision Making / Elaine Smith / 0141 338 4108
JSA New Claims - / Myra Mack / 0141 354 8758
JSA Third Party Deductions / Fred Musleh / 0141 207 0017
IB Changes / Eddie Perrett / 0141 338 4006
JSA Changes & JSA Decision Making / Elaine Gamble / 0141 207 0390
Universal Credit – live running, currently Inverness LA / Moira Watson
Ricky Thomas / 0141 240 5315
0141 240 5321
Any official correspondence or complaints should be addressed to:
Clyde & Fife Benefit Centre
Mail Handling Site A
Wolverhampton
WV98 1DD
Postcodes dealt with
G1 G11 G12 G13 G14 G15 G2 G20 G21 G22 G23 G3 G31 G32 G33 G34 G4 G40 G41 G42 G43 G45 G46 G5 G51 G52 G53 G58 G61 G62 G64 G69 G77 G78 G9 KY1 KY10 KY11 KY12 KY14 KY15 KY16 KY2 KY3 KY4 KY5 KY6 KY8 KY9 G44 G76 KY7
From 18/08/14 JSA and Incapacity Benefit Re-assessment (IBR) for the following areas will also be dealt with at Glasgow BC (previously Coatbridge):
Lanark, East Kilbride, Motherwell, Hamilton, Airdrie, Cambuslang, Rutherglen, Cumbernauld, Bellshill, Kirkintilloch
Local Jobcentres (JCP)
Glasgow, Lanarkshire & East Dunbartonshire District (GLED)
Local Authority áreas covered by JCP District:East Dunbartonshire, Glasgow, North Lanarkshire, South Lanarkshire
Insert work area / Insert name / Insert contact details: phone number, email
Airdrie JC / Margaret Beaton / 01236 503476
Anniesland JC / Yvonne Currie / 0141 950 5318
Bellshill JC / Elaine Hughes / 01698 844272
Bellshill JC / Lynn McAteer / 01698 844141
Bridgeton JC / Jeni Park / 0141 551 3154
Bridgeton JC / Kathleen Dickie / 0141 551 3016
Cambuslang JC / Gerry Seenan / 0141 800 6931
Castlemilk JC / Gail Craig / 0141 800 3464
Cumbernauld JC / Nicky Carrick / 01236 503226
Cumbernauld JC / Yvonne Bell / 01236 503251
Drumchapel JC / Karen Currie / 0141 800 2640
Drumchapel JC / Glen Martin / 0141 800 2627
Easterhouse JC / Karen Fenwick / 0141 800 6045
East Kilbride JC / David Curley / 01355 564337
Govan JC / Jean Miller / 0141 800 6442
Govan JC / Kathryn Caldwell / 01418/006609
Hamilton JC / Trefor Walker / 01698 484046
Hamilton JC / Kenny Bell / 01698 484049
Kirkintilloch JC / Tracy Gallacher / 0141 800 6222
Lanark JC / Andy Morrison / 01555 554617
Lanark JC / Lorraine Robinson / 01555 554613
Langside JC / Lesley Montgomery / 0141 800 3151
Langside JC / Anne Butler / 0141 800 3131
Laurieston JC / Eric McBride / 0141 800 3739
Maryhill JC / Cathy McGregor / 0141 800 2459
Motherwell JC / Colette Flynn / 01698 483585
Motherwell JC / Patricia Sneddon / 01698 483521
Compliance / Fraser Martin / 0141 636 8145
Newlands JC / Andy Irvine / 0141 636 8107
Parkhead JC / Tom Mellon / 0141 800 3023
Partick JC / Alan Cuthill / 0141 337 8060
Rutherglen JC / Tony Ercolino / 0141 800 3803
Shettleston JC / Dougie Kay / 0141 532 8656
Springburn JC / Gordon Smith / 0141 241 7093
Escalation to GLED District Complaints Resolution Team
Linda McGuire / GLED District Office / 0141 800 3782
Patricia Dillon / GLED District Office / 0141 800 3769
Marion McNeill / GLED District Office / 0141 800 3788
North Of Scotland District
Local Authority áreas covered by JCP District:Orkney, Shetland, Dundee, Perth & Kinross, Angus, Highlands, Aberdeen City, Aberdeenshire, Western Isles, Moray
Insert work area / Insert name / Insert contact details; phone number, email
Aberdeen City / Preston Colville
Jobcentre Manager / Telephone ~ 01224 802505
Dundee City / Cath Lorimer
Jobcentre Manager / Telephone ~ 01382 373 339
Inverness / David Milroy
Jobcentre Manager / Telephone ~ 01463 888174
Dingwall / Neil Harris
Jobcentre Manager / Telephone - 01349 812405
Fort William / Neil Harris
Jobcentre Manager / Telephone ~ 01349 812405
Stornoway / Rosemary Robertson
Jobcentre Manager / Telephone ~ 01851 763 111
Invergordon / June Ross
Jobcentre Manager / Telephone ~ 01349 812 380
Wick / Treasa Hamilton
Jobcentre Manager / Telephone ~ 01955 673 210
Portree / Lorraine Dagnall
Jobcentre Manager / Telephone ~ 01478 633040
Kirkwall / Rhona Shearer
Jobcentre Manager / Telephone ~ 01856 885 315
Lerwick / Rhona Shearer
Jobcentre Manager / Telephone ~ 01856 885 315
Elgin / Annona Catto
Jobcentre Manager / Telephone ~ 01343 528 075
Forres / Annona Catto
Jobcentre Manager / Telephone ~ 01343 528075
Buckie / Mandy McIntosh
Jobcentre Manager / Telephone ~ 01542 783 840
Banff / Mandy McIntosh
Jobcentre Manager / Telephone ~ 01542 783 840
Peterhead / Carol Morrison
Jobcentre Manager / Telephone ~ 01779 428 405
Fraserburgh / Carol Morrison
Jobcentre Manager / Telephone ~ 01779 428 405
Montrose / Dennis Low
Jobcentre Manager / Telephone ~ 01674 623 930
Forfar / Rhona Ogilvie
Jobcentre Manager / Telephone ~ 01307 452 819
Arbroath / Donna Cormie
Jobcentre Manager / Telephone ~ 01241 446 601
Perth / William Hynd
Jobcentre Manager / Telephone ~ 01738 412961
Blairgowrie / William Hynd
Jobcentre Manager / Telephone ~ 01738 412961
The contact details below, covering the LA areas noted, can be utilised should the initial escalation point, detailed above, be unsuccessful.
Aberdeen City / Operations Manager - Elma Hall
Telephone ~ 01224 804 589
Dundee City / Operations Manager - Darren Kelly
Telephone ~ 01382 373344
Inverness, Dingwall, Fort William, Stornoway, Invergordon, Wick, Portree / Operations Manager – Shirley Baker
Telephone ~ 01349 812414
Kirkwall, Lerwick, Elgin, Forres, Buckie, Banff, Peterhead, Fraserburgh / Operations Manager - Wendy MacDonald
Telephone ~ 01343 528 020
Montrose, Forfar, Arbroath, Perth, Blairgowrie / Operations Manager - Evonne Dawson
Telephone ~ 01738 412 948
In addition a complaint can be submitted direct to:
Complaints Resolution Team Manager / Ruth Rothnie / Telephone ~ 01224 804512
@dwp.gsi.gov.uk
East & South East District (ESE)
Local Authority áreas covered by JCP District:Fife, Clackmannanshire, Falkirk, Stirling, East Lothian, Edinburgh City, Mid Lothian, Scottish Borders, West Lothian
Insert work area / Insert name / Insert contact details; phone number, email
City Of Edinburgh Council
Edinburg City Jobcentre / Angie Murray / 0131 456 3375
High Riggs Jobcentre / Aileen McBrierty / 0131 456 4078
Leith Jobcentre / Denise Donaghy / 0131 555 8065
Wester Hailes Jobcentre / Joyce Stobbie / 0131 456 4365
East Lothian Council
Musselburgh Jobcentre / Anne Munro / 0131 456 5136
Midlothian Council
Dalkeith Jobcentre / Elaine Brown
Kelly Harcus / 0131 456 4748
0131456 4738
Penicuik Jobcentre / Caroline Day / 01968 623205
West Lothian Council
Bathgate Jobcentre / Gillian Macdonald
Jacqueline Neil / 01506 772300
01506 772301
Broxburn Jobcentre / Susie Stone / 01506 772880
Livingston Jobcentre / Sandra Wood / 01506 772691
Scottish Borders Council
Eyemouth Jobcentre / Anne Miller / 01450 403025
Galashiels Jobcentre / Karen Law / 01896 612404
Hawick Jobcentre / Anne Miller / 01450 403025
Clackmannanshire Council
Alloa Jobcentre / Dorothy McClure / 01259 294007
Falkirk Council
Falkirk Jobcentre / Tony McGoldrick / 01324 505036
Grangemouth Jobcentre / Clare Murray / 01324 508144
Fife Council
Cowdenbeath Jobcentre / Anne Dudzik / 01383 315419
Cupar Jobcentre / Audrey Middlemass / 01334 413873
Dunfermline Jobcentre / Jacky Sneddon / 01383 813909
Glenrothes Jobcentre / Andy Briggs / 01592 253628
Kirkcaldy Jobcentre / Debra Martin / 01592 253201
Leven Jobcentre / Stephen Wilson / 01333 593539.
St. Andrews Jobcentre / Audrey Middlemass / 01334 413873
Stirling Council
Stirling Jobcentre / Helen Millard / 01786 432759
West of Scotland District
Local Authority áreas covered by JCP District:Inverclyde, Renfrewshire, East Renfrewshire, Argyll & Bute, West Dunbartonshire, Dumfries & Galloway, East Ayrshire, North Ayrshire, South Ayrshire
Insert work area / Insert name / Insert contact details; phone number, email
West of Scotland covering LA areas as detailed above / Evelyn McColl / Tel: 0141 800 6878
E-Mail:
Marie Reilly / Tel: 0141 800 6782
E-Mail:
Other DWP departments
Pension Centres
Motherwell Pension Centre / Fiona Robertson, Pension Centre Liaison Officer (PCLO) / 01698 272918Any official correspondence or complaints should be addressed to:
Department for Work & Pensions
Motherwell Pension Centre
The Pension Service 5
Mail Handling Site A
Wolverhampton WV98 1AH
Dundee Pension Centre / Lorna Convey; Pension Centre Liaison Officer (PCLO) / 01382 515008
Any official correspondence or complaints should be addressed to:
Department for Work & Pensions
Dundee Pension Centre
The Pension Service 3
Mail Handling Site A
Wolverhampton WV98 1AF
Scotland (Glasgow) Benefit Centre (Disability – Personal Independence Payment (PIP))
Customer Service Team: / Lindsay HammondElaine Murphy / 0141 241 1140
0141 241 1154
E-mail:
ATOS; Assessment providers for Personal Independence Payment (PIP) / ATOS Issues with PIP claims when at assessment provider:
- Tel – 0300 33003120 or
- Email –
- In writing – Client Relations, Atos Healthcare,
- PO Box 1006, Stockton-on-Tees, TS19 1UL
Final reminder:
- The details in this document must NOT be given to the public.
- The numbers are for use by partner organisations when they have exhausted the normal contact channels with a requirement to escalate an issue on a claimant’s behalf.
A useful reminder:
Vulnerable Customers
Description of Vulnerability for DWP purposes is:
“An individual who is identified as having complex needs and/or requires additional support to enable them to access DWP benefits and use our services”
Identification of Vulnerable Customers
When making a judgment about whether a customer is vulnerable communication is vitally important.
Vulnerability is not a static state associated with a particular circumstance or situation.
When communicating with the customer the following may be indications of vulnerability:
•Are in distress;
•Not understanding;
•Are giving one word responses, for example ‘yes’ or ‘no’;
•Are upset;
•Are frustrated
The following personal factors can be associated with being vulnerable:
•Mental health conditions;
•Sensory impairments;
•Drug or alcohol dependency or both;
•Physical disabilities;
•Learning disabilities;
•Literacy Levels;
•Language Skills; or
•Difficulty in communicating
Whilst there may be many customers who fall into the categories, these circumstances and behaviours are associated with vulnerability and cases may be referred through the escalation route for customers who, due to their circumstances, require immediate assistance..
Created by JB, Group ScotlandVersion 2Dec 2014