A small mistake for the DWP is a big disaster for those affected. Sometimes, in recent weeks, the demand for our services has been lower than in the past. People are getting more savvy about the rules, and more confident about taking on the system by themselves. But this week’s stall proved exceptionally busy, and this report threatened to grow to epic proportions. And one key theme emerged from a selection of this week’s cases: the DWP seem unable to get basic calculations right.

Under the old system, Siobhan would have qualified for Working Tax Credits. Under the new system she has to claim Universal Credit. She’s been handing in her wage slips, but the DWP say she’s been earning more than that. The result of this is that the DWP are underpaying her. The stress of dealing with the DWP, on top of not getting her money, is making her suicidal.

While we were talking to Siobhan, Fiona emerged with a very similar problem. HMRC had calculated Fiona’s income over the previous two months, but the DWP had decided that same income was over one month, which took her over her allowed income. This cock-up meant she was short of money. The DWP weren’t budging. Fiona’s reaction was a different emotion. Instead of anxiety, she was justifiably apoplectic with rage.

Greg was having similar problems with the DWP refusing to listen. He was paying off a DWP loan at £170 per month. His debt advisor says the DWP shouldn’t be talking all that money off him, but they still are. We told him to get further advice.

In Steve’s case, his jobcentre Work Coach had actually told him he was owed £190, but to date the DWP have only paid him half of that. As a result, he is getting into arrears on energy bills. We directed him to Dundee Council’s Welfare Rights unit and the Dundee Energy Efficiency Advice Project (DEEAP).

Even when the system is getting it right, we have advice to give. Bill has recently been made redundant, and had gone into the jobcentre with his wife Julie. When they emerged, we were delighted to find that the jobcentre had, for once, given them the correct advice. We confirmed that Bill needed to apply for the six months contribution-based New JSA, and that Julie should qualify for Personal Independence Payment (PIP). And we sent them off with our standard warning about PIP: get a welfare advice worker to fill in the form with you; give them as much detail as possible, and take a witness into the assessment.

Just as we were about to pack up, a young man emerged. He said he’d had no bother with the jobcentre but asked, “Would you like some chocolate eggs?” With our faith in humanity restored, we packed up the stall, and headed off to our usual pub for a well-deserved coffee.

Tony, Duncan, Jonathan, Cait, Ronnie, and Norma were at this week’s stall.