Must my claim be by phone?

This page focuses on claims for Jobseekers Allowance but should also be helpful for other welfare benefits normally claimed by phone.

The usual way to claim Jobseekers Allowance is by phone. Jobcentre Plus then send out a 'customer statement', a computer printout of the information provided by phone for you to check and sign. Their national claim number is 0800 055 6688. (Calls are free even from most mobile phones, as from 18/1/10 - DWP Press Release.)

However, you do not have to claim by phone. Generally, Jobcentre Plus are required to make reasonable adjustments under the Disability Discrimination Act to facilitate a claim, and are subject to the Disability Equality Duty.

Filling in a paper claim form

Jobcentre Plus have been known to tell a person with a severe stammer that the claim must be made by phone. This is not correct. Though some staff may not be aware of it, claimants can go into a Jobcentre Plus to get a form for Jobseekers Allowance. The same presumably applies to Employment and Support Allowance.

Alternatively, if you ring the claims number above and are able to give your name and address in order to ask to be sent a claim form, you could also book an interview for Jobseekers Allowance over the phone, then bring the completed form back when you come for the interview.

Other possible ways forward, apart from than simply having a claim pack sent to you, include using textphone facilities or claiming online:

Using textphone facilities

You can make a claim on the phone through Jobcentre Plus' textphone number 0800 023 4888, and conduct your conversation with them by typing what you want to say and reading their questions/responses.

You will need textphone facilities - these are different from simply texting with a mobile phone. One option is to use a web based service called TalkByText Web Edition: go to www.ictrnid.org.uk/tbtweb.html. That is free, but an alternative is to buy software such as Talk by Text Home Edition to download onto your computer. Other ways of getting textphone facilities are explained in an RNID factsheet: Text communications. A couple of tips on making a text call:

When you are making a textphone call there are certain conventions, particularly typing GA (go ahead) to let the other person know it's their turn. You can read about making a textphone call at Making a call from a textphone (link to textrelay.org).

Note that there is a free service called RNID Typetalk - www.typetalk.org - where the operator can speak to the other person what you type in, and type back to you what they say in response. However, this service is for where you are phoning someone who is speaking. You do not need the service here as Jobcentre Plus have their own textphone facilities and so can type their replies.

Claiming online

You can submit a claim online at www.dwp.gov.uk/eservice/.

Normally when Jobcentre Plus get your online application, they will phone you for more information to complete your claim. However a note near the start of the online claim process advises that if there is a good reason why it is not suitable for them to phone you, you can tell them about this when making your application. For example, you may prefer a face-to-face interview, or a written claim form.

If you do claim by phone

If you do choose to use the phone, you should be given the time to say what you want.

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Must my claim be by phone?

Filling in a paper claim form

Using textphone facilities

Claiming online

If you do claim by phone

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