Your online journal provides a record of all your exchanges with the DWP. It is vital evidence in case of any dispute – but that won’t help if the DWP has altered or deleted earlier comments. This is what had happened to the journal of a couple who we met outside the jobcentre recently. They are going through a long and complicated dispute, and found that their history had been rewritten. What the DWP had perhaps not calculated on was that they had been careful to keep their own records and copies of everything! (We don’t know how common this is, but we are aware of another example where, after months of correspondence to get the correct benefit, the journal record didn’t show this as the back-payment that was actually received, but instead uprated all the previous payment records to what they should have been.)
The couple reminded us that we had helped them uncover an error some time back, when the DWP had tried to move them wrongly onto Universal Credit. Although they had been making a new benefit claim following a change in circumstances, they have three children, and no new claims were being accepted in the Universal Credit system for families with three children or more. This restriction was supposed to come to an end at the beginning of this month, but like so much else in Universal Credit, the change has been pushed back and won’t now happen until the end of January. Putting people onto Universal Credit when they should be on other benefits has been a relatively common error; and all errors seem to be absurdly complicated to remedy.