dwp - web viewthese escalation points provided by dwp benefit delivery operations are to be used by...

1

DWP Escalation Points

v1 – updated 1st October 2015

2

Memorandum of Understanding

These escalation points provided by DWP Benefit Delivery Operations are to be used by Stakeholders in exceptional circumstances where urgent resolution is required.

Escalation points are for the sole use of Stakeholders 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.

Graham DumbellRegional Manager for Wales Benefit Services, DRT, LMDM & MA.


3

Contents

Central Page 4 - 6

London & Home Counties Page 6 - 11

North East Page 12 - 13

North West Page 14 - 17

Scotland Page 18 - 19

Southern Page 20 - 21

Wales Page 22

Dispute Resolution Teams Page 23

Labour Market Decision Making Page 24

Social Fund Page 25


4

Central England

Bury St Edmunds BC

ESA Claims Ken Bradshaw 01284 354429

ESA ChangesPeter Webb

James Dennehy

01284 773230

01284 775515

WCAJackie Bax

Denise Murray

01284 775567

01284 770506

Derby SC1

JSA Claims Naomi Satchwell 01332 212118

JSA Changes Dawn Lister 01332 213090

JSA DM Alison Buxton 01332 212797

Handsworth BC

IS Ian Reading 0121 507 8189

ESA & WCAIan Lewis –Claims/WCA

Elaine Brown-Changes

0121 253 5106

0121 507 8249

Mortgages Ian Reading 0121 507 8189

Third Party Deductions Ian Reading 0121 507 8189

Decision Making Bhanu Patel 0121 507 8130

Hanley BC

ESA WCA and ESA Non WCA DM’s Mandy Basford 01782 223902

ESA New Claims (inc.Decision Making) Sheila Tuck 01782 224521

ESA Changes Faye Chatterley 01782 224751

ESA WCA Nicky Redfern 01782 223889


5

Nottingham BC

JSA New Claims Wendy Wilkinson 0115 950 5106

JSA Changes Mark Burden 0115 941 6670

Income Support, Mortgages & Third Party Payments all benefits/ICO & Finance Income Support,

John Lilley 0115 850 5101

Peterborough BC

ESA Changes Denise Burton 01733 421939

ESA New Claims Chris Skinner 01733 296417

IS Changes Sue Pitman 01733 421929

IS New Claims Louise Cosham 01733 421932

Incapacity Benefit Enquiries (Chesterfield) Susan Long 01246 553 175

Wellingborough BC

ESA New Claims Dave Egan 01933 221205

ESA Changes A-E Delcia Hixon 01933 221328

ESA Changes F-Mi Caroline Heldt 01933 220451

ESA Changes Mo-Z Ella Dicu 01933 221232

ESA WCA Suzanne Williams 01933 221380

Mortgages / Third Party Deductions Ella Dicu 01933 221232

FARIO Team Tamsin Briddon 01933 221372


6

Walsall

JSA New Claims Sam Cole 01922 852039

JSA Changes Steve Davis 01922 852018

IS Changes / Mortgages Rachael SmallYvonne Heaton

01922 85206201922 852137

Third Party Deductions Deb Bevan 01922 852227

Wolverhampton

ESA New Claims Eleanor HaddonYvonne Wilson

01902 363270 01902 363295

ESA Changes A-Ck Donna Sumner 01902 363315

ESA Changes Cl-G Judith Hunter 01902 363266

ESA Changes H-M Ann Turley 01902 702769

ESA Changes N-Si Hayley Footman 01902 363323

ESA Changes Sj-Z Andy Taylor 01902 363312

Third Party deductions & Mortgages Pete Carter 01902 703210

Worcester

ESA New Claims Julie Mathews 01905 720521

ESA Changes Lisa Page 01905 871467

ESA WCA Gina Scott 01905 871474

I S New Claims Jason Lojko 01905 720393

IS Changes Denise Spittle 01905 720392

Third Party Deductions & Mortgages Mel Bufton 01905 720353


7

London & Home Counties

Stratford BCESA WCA Decision Making Paula Bamford 020 8209 5546

JSA SDM / DRT Maggie O’Brien 020 8209 5457

IS Changes Cynthia Babb 020 8209 5336

IS New Claims Jeanette Mundy 020 8209 5471

Third Party Deductions Farangis Hekmat 020 8209 5392

JSA New Claims for North and South London Paula Florence 020 8209 5501

JSA Changes Tunde Adelakun 020 8209 5397/5469

ESA WCA Mala Ramen 020 8209 5276

ESA New Claims Doulla Markou 020 8209 5314

ESA Changes / Mortgages Moses Adetunji 020 8209 5500

JSA Telephony Andrew Hampton 020 8209 5234/5538

ESA Telephony Lorna Carlow 020 8209 5120

Watford BCJSA New Claims, Mortgages & Third Party Deductions

Hash Nathwani 01923 208269

JSA Changes Garry Butler 01923 204784

Income Support Tina Murphy 01923 208202

Business Support, IS & JSA Decision Making Ian Roffe 01923 204771

ESA New Claims Basildon 01268 635766

ESA Changes / Telephony Basildon 01268 633791

01268 633775

ESA Mortgages & Third Party Deductions

Karla Thomas 01268 633454


8

ESA WCA Appeals Kwesi Sakyi-Prah 0208 734 1478

ESA WCA Decision Making

Carole ProctorPam Saunders

01268 63335301268 633184

Bereavement Benefit New Claims Sue Lawrence 01304 868101

Bereavement Benefit Changes Cath Kirkpatrick

01304 868009

Canterbury BC

IS New Claims Julie Stokes 01227 591201

IS Changes Julia Rose 01227 596848

ESA New Claims Sue CookLiz Nicholson

01227 59112401227 591117

ESA Changes Sarah FullbrookSharon MoxomLesley Rugg

01227 59656401227 59656301227 596894

ESA WCA Lise HoyleClarke Marsh

01227 59651901227 596552

JSA New Claims Chris FullbrookRichard Scarborough

01227 59653901227 596559

JSA Change Of Circs Latifa AinaStephen Reynolds

01227 59652501227 596517

Mortgages Emma Conroy 01227 596833

Third Party Deductions Jane Emery 01227 596833

IS/JSA Appeals Julie Rains 01227 596316

ESA/IB/IBR Appeals Lise Hoyle 01227 596519


9

Belfast BCJSA Claims

West London Hammersmith, Harrow, Harlesden, Hayes, Hounslow, Kilburn, Kingston, Shepherds Bush, Southall, Twickenham, Uxbridge, Wandsworth, Wembley & Willesden

Kate McCollum 02890 041382

JSA Claims West LondonActon, Ealing & Fulham

South LondonBexleyheath, Elalham, Forest Hill, Lewisham , Mitcham, Sutton, Thornton Heath

Brenda Boggs 02871 851891

JSA ChangesWest London & South London

Rosheen MCCrory 02890 041179

ESA Claims Joan Fitzpatrick 02890 888762

ESA Changes Janet Maguire 02890 041493

ESA Decision Making & Customer Services Johnny Hamilton 02890 041410

ESA WCA Patricia McKeown 02890 888758

ESA Telephony Catherine Topping 02890 041429

IB ChangesDiane Dawe

(St Helens)

01744 698284

IBRJane Dineen

(Hyde)0161 253 8307

IS Claims North, South, West London & Basildon – East Anglia

Viola McGee 02871 851857

IS Changes North, South, West London & Basildon – East Anglia

Annette Gallagher 02871 851932

ESA / IBR / IS / JSA Appeals Patricia McKeown 02890 888758


10

Basildon BC

WCA Changes Pam Saunders 01268 633027

ESA New Claims, Jan Wilson 01268 633317

ESA ChangesTrish Crudgington

Peter Morgan

01268 635730

01268 635764

IS New Claims Martin McIntyre 02871 851553

IS Changes Martin McIntyre 02871 851553

JSA Changes See Watford

JSA New Claims See Watford

ESA Decision MakingPeter Morgan

Jan Wilson

01268 635764

01268 633317

ESA WCA Decision Making Pam Saunders 01268 633027

ESA WCA Decision Making Pam Saunders 01268 633027

Bereavement Benefit Changes Cath Kirkpatrick 01304 868 009

Bereavement Benefit New Claims Susan Lawrence 01304 868 101

Industrial Injuries Disablement Benefit Kay Baker 01229 842805

Customer Services Team manager Tina Hill 01268 633093

Accuracy & Governance, Debt, & Fario Manager, Third Party Deductions & Mortgages

Tina Hill 01268 633093


11

Hackney BCJSA New Claims & Decision Making Hossen Beebeejaun 0208 5114167

JSA Changes, M&TPD & Decision Making Tyson Campbell 0208 511 4017

ESA New Claims & Decision Making Sharon Hercules 0208 511 4189

ESA Changes & Decision Making Sharron O’Connell 0208 511 4013

WCA Band B & C Decisions Rose Fergus 0208511 4348

WCA Band C Decisions

Lynn Campbell

Ahmed Rawat

Trevor Watson

0208 511 4215

0208 511 4008

0208 271 5230


12

North East

Sunderland

ESA New Claims Donna Hunter 01915546688

ESA Claims Changes Donna Hunter 01915546688

ESA WCA Derek Ellison 0191 554 6823

JSA New Claims Karen Sopp 0191 554 3401

JSA Claims Changes Sharon Grant 0191 554 6396

Mortgages Denise Nicholson 0191 554 3575

Stockton

Income Support Elizabeth Gray 01642 795900

Jobseekers Allowance Phil Oxley 01642 796527

ESA Julia Henderson 01642 795898

Decision Making Karen Hibbert 01642 795603

Mortgages & Third Party Deductions Gail Stansbury 01642 796530

DoncasterMortgages & Third Party Payments Jackie Pell 01302 504577

IS New Claims Ann Marie Mills 01302 503756

IS Changes Sharon Brown 01302 504530


13

Barnsley

All ESA Decisions Janet Parnaby 01226 705319

Third Party Deductions Diane Roper 01226 777256

Mortgages Diane Roper 01226 777256

ESA Claims Maintenance Stefan May 01226 705323

ESA New Claims and Telephony Manager Julie Hibbert 01226 777408

Industrial Injuries Disablement Benefit Bev Irvin 01226 262118

Hull

Third Party Deductions & Mortgages

Andrea hunt - TPD

Beth Shaw- ESA

Beth Shaw – JSA

01482 756570

01482 756061

01482 756061

JSA New Claims Manager Lisa Cooper 01482 756182

JSA Changes Manager Sophie Nutbrown 01482 756042

JSA and STBA Decision Making Phil Freeston 01482 756256

ESA WCA Decision Making

Dave Akester

Fiona Fisher

01482 756131

01482 756131

ESA Decision Making Beth Shaw 01482 756416

ESA Decision Making Andrea Hunt 01482 756570

ESA New Claims Andrea Hunt 01482 756570

ESA Changes Beth Shaw 01482 756416


14

North West

Birkenhead BC3

ESA New Claims Lorraine Greene 0151 649 5732

ESA Changes Richard Murdoch 0151 649 5267

ESA WCA Nigel Parr 0151 649 1114

JSA New Claims Caroline Day 0151 649 5216

JSA Changes Caroline Day 0151 649 5216

Blackburn CC

ESA Becky Smith 01254 204011

ESA Enquiries Jen Frankish 01254 343060

PIP Nicola Simmons 01254 343045

Blackpool CC

ESA Enquiries Alex Blackburn 01253 468021

FC-IS Leonie Bateman 01253 468016

JSA Enquiries Joanne Smith 01253 468009

PIP Maxine Higginbottom 01253 468013

JEL Joanne Smith 01253 468009


15

Bootle CC

ESA New Claims Sharon Fitzsimmons 0151 221 6347

ESA Enquiries Ashley Smith 0151 944 3102

IB Migration Ashley Smith 0151 944 3102

JSA Bernadette Brightman 0151 944 3064

JEL Enquiries Bernadette Brightman 0151 944 3064

Burnley BC

IB Reassessment Robert Shaw 01282 473467

IS Carole Hemingway 01282 473278

Chorlton CC

ESA Allison McKay 01618824310

ESA Enquiries Rachel Watson 01618824210

Claim Termination Sue Hooley 01618824333

JSA Enquiries Sue Hooley 01618824333

SF Enquiries Jon Gray 01618824306

JEL Lindsey Cowley 01618824414

Hyde BC

IB Reassessment Jane Dineen 0161 253 8307

JSA Caroline Wilmot 0161 252 8440


16

Makerfield CC

ESA Enquiries Michelle Hampton 01942 626793

IB Enquiries Michelle Hampton 01942 626793

IS Enquiries Michelle Hampton 01942 626793

JSA Enquiries Michelle Hampton 01942 626793

PIP Carol Eden 01942 268219

JEL Michelle Hampton 01942 626793

Oldham BC

ESA David Foster 0161 912 8153

IS Gary Poole 0161 912 6828

JSA Changes Barry Piggott 0161 912 8065

JSA Claims Ian Newton 0161 9128214

Preston BC

ESA Cathy Allen 01772 841354

JSA Cathy Allen 01772 841354

ESA WCA Decision Makers Team A-K Cathy Allen 01772 841354

ESA WCA Decision Makers Team L-Z Cathy Allen 01772 841354


17

St Helens BCESA New Claims & Changes Angie Pye 01744 698316

ESA WCA DM Sue Grethe 01744 698152

IB Diane Dawe 01744 698046

IB Bernadette Smith 01744 698187

Stockport CC

ESA Enquiries Debbie Butler 0161-972-1036

IS Enquiries Karen Dagnall 0161-972-1028

JSA Enquiries Sue Dwan 0161-972-1006

PIP Enquiries Michaela Waters 0161-972-1163

Social Fund Enquiries Kath Nunn 0161-972-1052

JEL Sue Dwan 0161-972-1006


18

Scotland

Aberdeen

ESA Simon Fraser: ESA New Claims Kenneth Barclay: ESA ChangesAnna McCabe: ESA WCA

Roz Cluni Roz Clunie: ESA Manager

01224 81368801224 61824101224 81353201224 618142

IBR Lesley Simpson – IBR Team LeaderGeorgie Finch – IBR Manager

01224 61810601224 618104

JSAMarianne Kane: JSA ClaimsJenny Anderson: JSA ChangesDebbie England: Manager

01224 81357401224 81357601224 618155

Bathgate

ESA Claims Margaret Ann Colguhoun 01506 658838

ESA Changes Avril Sinton 01506 772015

JSA Claims Tracey Boyes 01506 772097

JSA Chnages Maureen O’Hare 01506 772093

Mortgages & Third Party Deductions

Helen Rankine 01506 772073

Clydebank

JSA Claire Pollock 0141 951 3595

ESA Clare Hannah 0141 951 3167

ESA WCA & DM Angela Forrester 0141 951 3102

IS & IB Morag Craigie 0141 951 3124


19

Greenock

ESA Claims Mary Delussey 01475 491131

ESA Changes 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 Changes Gill Stoddart 01475 883475


20

Southern

Bristol BSCESA Enquiries

ESA First Contact

IS Enquiries

JEL

SF Enquiries

Dee Ritchie

Andrew Smith

0117 3001119

0117 3001121

Chippenham BSC

ESASally Whetherly

Judy Emms

01249 428155

01249 428255

Cosham BSC

ESAAndrew Mobsby

Debbie Houghton

02392 308228

02392 308181

Exeter BSCESA Enquiries

IS Enquiries

JSA enquiries

JEL

Steve Harries

Anne Forsyth

01392 287501

01392 287531

Gloucester BSC

ISKim Adams

Caren Spindler

01452 366045

01452 366189

Poole BSCISS First Contact

JEL

JSA enquiries

Maternity Allowance

Pensions

Julie Cameron

Carolyn Chant

01202 271010

01202 271019


21

St Austell

ESAMark Tapley

Pete Batten

01726 293304

01726 293303

WorthingJSA

ESA

Grahame Widdowson

Jason Wood

01903 286188

01903 286157


22

Wales

Brigend BSC ESA Enquires

IBR Enquires

PIP Enquiries

Jo Williams 01656 762172

Caerphilly BC

All BenefitsDarren Lozano

Carole Gratton-Smith

02920 518138

02920 518244

Merthyr BC

All BenefitsPaul Protheroe

Geraint Evans

01685 301080

01685 301001

Llanelli BC

All BenefitsPaul Protheroe

Gareth Jones

01685 301001

01554 871249

Wrexham BC

All BenefitsTracey Leese

Mark Galloway

01978 368360

01978 368359

Wrexham Maternity AllowanceClaims & Changes Tracy Williams 01978 714623


23

Dispute Resolution Teams

Springburn Deborah Hunter 0141 241 7197

Clydebank John Hughes 0141 207 1582

Coatbridge Alan Sneddon 0123 650 2992

Sunderland Karen Carter 0191 554 6891

Nottingham Andrew Bates 0115 941 6850

Chesterfield Cathy Galazyka 0124 655 3334

Makerfield Kath Crompton 0194 626034

Sheffield Janice WelfordAnne Rogers

0114 278 52260114 259 6603

Milton Keynes Tracey Stevens 0190 820 8619

Norwich Louise Humphrey 0160 369 3753

Norwich Backup - Phil Dunford 0160 369 2523

Lowestoft Martin IvesChris Howard

0150 253 61100151 253 6110

Wembley Joshna Natalia 0208 734 1114

Balham Brian Caulfield 0208 475 1430

Llanelli Fred Clegg 0155 487 1353

Dundee Ann Ness 01382 315 097

Inverness and Wick Susan BrodieCharlie Gallacher

01463 663 53301463 663 645

Inverness Ann Gavin 01463 663 220


mailto:[email protected]

mailto:[email protected]

24

Labour Market Decision Making

Birkenhead Maureen Rogan

Jane Metcalfe-Brown

0151 394 1361

0151 649 5289

HanleyDarren Condliffe

Neil Lockett

01782 216679

01782 223856

Merthyr Kath Ekinci 01685 301233

Sunderland Michael Hutchinson 0191 568 3547

Watford Bruce McLean

Debbie Howell

01923 204771

01923 208362

Annesley Tracy Shaw 01623 689252

Wellingborough Path Bhatt 01933 221284


25

Social Fund

BalhamFuneral Payment processing David Ajao 020 847 51083

Funeral Payment Dispute Resolution Sìne Green 020 847 51036

Birmingham Fiveways

SF- Budgeting Loans Sat Minhas 0121 626 2834

Chesterfield

SF- Budgeting Loans Alan Helps 01246 553261

Milton Keynes

SF Debt Agenda Bev Taylor 01908 541701

Wembley

Budgeting Loans Gaynor Osborne 020 873 41010

SSMG Frances Jackson 020 873 41291

Budgeting Loans Reviews Ancy Patel 020 873 41454


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