Can SPVA get any worse

#1
Put in my deterioration claim for my condition in April 2012 plus the motability supplement also. They received it on 15th May 2012.
It then took them from May to October to get my a medical at the ATOS office as they needed further information ( because my 19 years of past medical history just wasnt enough :scratch: as im at the hospital every 3 months for check ups as it is "TWATS" ), so ok took the medical and was told should be done and dusted before christmas now.
So phoned up and was told they are just waiting on notes from my doctor and consultant.... hold on didnt you just do that previous to october ?? No they needed more... ok fine
Checked with the doctors and the hospital to see if they sent my docs to the SPVA was told that was all done in November and that no new letters where received from SPVA after those dates.

Phoned up again at the start of January to see what the problem is was then told its with the doctors now shouldn't be long. At the time im doing a complaints procedure about how my case seems to have been misadministrated back in 1995-2001 ( so my previous posts if you can be arsed ) so it sent to SAR to get copied for the VA&PC to look at jobs a good`un would take a week at most to complete.

So i phoned back in Middle feb through to yesterday and was told my case notes are still with the doctors, so being a suspicious bastard that i am asked to speak to a case worker, was put through and they couldnt locate the file. I told them it was with the doctors and was told no its not there ???? hasnt been there since end of december???
Seems they dont copy my notes for the VA&PC as they didnt get my signature ( that old chestnut ) but when asked why did they pull it out of the queue without a request being present as it seems they would do extra work of there own back, it was meet with silence and its in the doctors now though.

This SPVA place is out of control and needs to be brought into line with other depts working for the government, no other DWP etc can say to you there is no time limit on any case you bring before it.
So im back onto the bugger this morning and asking to speak to a manager and the complaints dept again.

This is a ******* joke and some bastards need to earn the wages they are paid.
 
#2
I've always found them quite good and helpful.
 
#3
In nearly 20 years with them ive never had no matter how small the problem a 100% satisfactory solved result without the minimum off fuss. Sorry i lied they did send my free prescriptions letter too me in under 15 days.
oh and now the phone lines are off.
 
#4
aside from taking an age to do anything ive not had major problems with them, there annoying and pedantic at time but I couldn't accuse them of failing, especially when there timelines are protracted for new or revisions of cases that are not related to those on a medical discharge who arguably require a swifter service than those of us sitting around
 
#5
The problem with the swifter review is that in some cases its rushed and done wrong, which in turn creates more problems which just mount up and send other people on the waiting list go further back down the line.
The last review of SPVA performance was in 1994 which is the only one i can find on the DWP website. Even back then it wasn't that great a review in certain area`s.
I know they have had cuts to staff and the work loads are bad but mislaying a file for 3 months and then lying about its whereabouts is negligence in any depts books. In any job the buck stops somewhere and people need to answer for there mistakes. It cant all be swept under the carpet time and time again as this reflects badly on the whole system and people lose confidence in the system, i think overall ive given them the benefit of the doubt over may years only to be kicked in the teeth at every corner.

Just found out that there e-mail system doesnt work in SPVA as they never go where intended, and the only way they work is if someone prints out the e-mails and hand delivers them to there intended destination from the main e-mail server......even my kids primary school is better run.
 
#6
I have had a couple of problems over the 20 years dealing with WP but any place that big with there work load lack of staff and cut backs is going to struggle at times

Why not write to your MP and also the boss at WP see what they have to say?
 
#7
Just chatted to the welfare officer for my area and apparently the VA&PC is the best bet which hopefully after the balls up, which they were meant to get my paperwork for should get sorted out this week. (Hopefully).
He reckons due to the errors in the case and subsequent failures this will be a test case with another war pensioner in the same position as myself getting help from the VA&PC.
And it could goto the courts for further recommendations to how the SPVA act in future cases. We will wait and see how this pans out.


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#9
My advice (if you haven't already done so, would be to visit one of the centres below, or to request a home visit if that would suit you better. Far more likely to get a result than firing off letters to all and sundry, and you have a very good chance of getting somebody involved who can actually give you an accurate reflection of where they sit with your current claim, and who will assist you to progress it.


The SPVA Veterans Welfare Service has four Veterans Welfare Centres, providing advice and support across the UK.

The contact details for each office are:

Centurion (London, SE & SW England)
Tel 02392 702232
Email: spva-vwscenturionmailbox@mod.uk

Kidderminster (South and Central Wales, Midlands & East England)
Tel 01562 825527
Email: spva-vwskidderminster@mod.uk

Norcross VWC (NW England, Yorkshire and Humber, North Wales & IOM)
Tel 01253 333494
Email: spva-vwsnorcross@mod.uk

Glasgow (Scotland, NE England, NI & ROI)
Tel 0141 2242709
Email: spva-vwsglasgowmailbox@mod.uk
 
E

EScotia

Guest
#10
My experiences of SPVA are listed in other places but they are a mixture of quite good & poor.

The latest good bit is after 13 months they've finally acted on converting my SIP to a SAP.

The latest bad bits are taking 3 months from the tribunal finding in my favour to awarding a GIP. Unfortunately the GIP was based on the wrong wage, wrong pension and was backdated to the wrong date.

It wasn't until the GIP was awarded that I found out they had put on hold another injury application and hadn't told me.

They also advised me that once the GIP was awarded I should put in an article 56 review as post med discharge I suffered another bad injury that was directly related to the one for which the GIP was awarded. As I'd already lost 5 months of the permitted 12 to submit my article 56 claim due to the "hold" put on my other claim and the very real possibility to run out of time I asked for confirmation this was correct. This week I received another email telling me to complete another application form instead and make sure I put on it "accepted injury, the new injury being consequential to the original".
 
#12
I'm overall reasonably ok with the service except their flash-to-bang time re letters. On one occasion I traced a letter into their mail room on 29 Jul. For several weeks they gave me the "not arrived yet" chestnut, followed by the "we only received it on 01 Sep" routine. They back tracked when presented with the track & trace details. Where possible I use email supported by hard copy as I too am in SE Asia.
 
M

Michaelo

Guest
#13
'Fingers_1661', I too have been confused about the SPVA and their mail. When I send and receive standard airmail to and from the UK, time taken is usually 4-5 workings days. But when the SPVA send to here it's a standard minimum 16 days delivery. Please look at their franked envelopes and you will notice they are postmarked 'P.O Box7000 3109AA Scheidam', which is in Holland. I have received mail from the SPVA which has taken 84 days. I've had some franked with Singapore postmark, and others with Arabic postmarks on them. And in the last 15 months I've had one sent to Thailand 'signed for' delivery, which must have cost some money. 'Fingers_1661' could you confirm that you also receive mail via Holland?
I've tried asking the SPVA about them sending post via Holland but they're either genuinely dumb as to the answer, or they're not being honest. As for Emails, I've come to the conclusion that they're a waste of time as they rarely respond to them. Phoning them is a hit and miss task also. I phoned my caseworker Thursday to gain permission to visit my doctor. "Caseworker isn't in, back Tuesday. "Can I speak to her boss?" "She too isn't in". "Can I speak to someone who can give me permission?" "Sorry no one else available. All I can do is get them to phone you Tuesday". "My appointment is Tuesday and according to the rules I have to gain permission beforehand". "Sorry, but I can only ask them to phone you Tuesday". I now have to attend an appointment without permission and hope the SPVA sanction the visit, post appointment.
 
#14
1. Mail comes via the same roundabout route(s) in envelopes designed for internal UK delivery (ie 3-5 days max). By the time they arrive they're usually 'dog-eared' or ripped to the point of the contents being compromised.

2. Write a log of your call to SPVA inc DTG; It'll help if they prove difficult. I call them via skype which also shows the duration of call in mins/secs; I add this info to my notes as it presumably coincides with the recordings SPVA make of the calls & therefore enables them to find it/makes it harder to deny a call took place.

HTH
 
#15
the mail gets chucked to the mail office for consulates, if they cock up and send it to the wrong office then the receiving office will try to make amends by posting it at the "cheapest rate" and this will account for the delays,

the coming changes should actually remove this problem as mail will start being sent directly by SPVA and the mail monkeys should apply the correct postage from the off
 
M

Michaelo

Guest
#16
1. Mail comes via the same roundabout route(s) in envelopes designed for internal UK delivery (ie 3-5 days max). By the time they arrive they're usually 'dog-eared' or ripped to the point of the contents being compromised.

2. Write a log of your call to SPVA inc DTG; It'll help if they prove difficult. I call them via skype which also shows the duration of call in mins/secs; I add this info to my notes as it presumably coincides with the recordings SPVA make of the calls & therefore enables them to find it/makes it harder to deny a call took place.

HTH
1. Mail comes via the same roundabout route(s) in envelopes designed for internal UK delivery (ie 3-5 days max). By the time they arrive they're usually 'dog-eared' or ripped to the point of the contents being compromised.
I agree with that as mine are so "dog-eared", when they get here, that the contents are hanging out. I have had a few that have been repaired over the journey by whoever. What also gets me is that they always enclose a white post paid return envelope, which is a better quality than the brown ones they send me. Unfortunately a 'post paid return envelope' is of no use to me as the Thais don't recognise them.
2. Write a log of your call to SPVA inc DTG; It'll help if they prove difficult. I call them via skype which also shows the duration of call in mins/secs; I add this info to my notes as it presumably coincides with the recordings SPVA make of the calls & therefore enables them to find it/makes it harder to deny a call took place.
I too use Skype. There is a number for overseas callers but I never use it as I've no idea if I pay for the call. So I just registered my Skype account to a false UK address and that allows me free calls to the SPVA free phone line. Chok Dee.
 
M

Michaelo

Guest
#17
the mail gets chucked to the mail office for consulates, if they cock up and send it to the wrong office then the receiving office will try to make amends by posting it at the "cheapest rate" and this will account for the delays,

the coming changes should actually remove this problem as mail will start being sent directly by SPVA and the mail monkeys should apply the correct postage from the off
the mail gets chucked to the mail office for consulates
I don't think so. My post are sent in brown envelopes with clear windows for viewing the delivery address. If they had gone to a consulate first then the envelope will have the stamp of where the consulate is. There is no consulates in Scheidam Holland. If it eventually passed on through a consulate here then it would certainly be written in Thai. It never is. I used to get mail from the British Embassy so that's how I know the difference. =-| Also all SPVA mail to Embassies are forwarded in diplomatic bags, so therefore there can never be a cock up.

mistersoft /images/statusicon/user-offline.png Senior Member /images/ranks/5gongw.gif/images/ranks/donor1medal.gif /avatars/mistersoft.gif?dateline=1278324461 Join DateFeb 2006Posts11,202Images2
/images/misc/quote_icon.png Originally Posted by fingers_1661
/images/misc/quote_icon.png Originally Posted by oldbaldy
You have to give them a phone call to get the supplementary allowances forms:
http://www.veterans-uk.info/pensions/claim.html




I've asked them to fax or email the forms but as yet i'm still waiting.

A letter dated 22 Jan 10 arrived today....:(



FFS! Where do you live? The Pitcairn Islands?

I recently had a letter from t'other lot (them at Newcastle) and they kindly gave me a month to get the info back to them. The month happened to be February so a short month and the letter took NINE days to get from Newcastle to eastern France. The main reason it took so long is that they use a Postbox at Schiedam in the Netherlands.
 
#18
I don't think so. My post are sent in brown envelopes with clear windows for viewing the delivery address. If they had gone to a consulate first then the envelope will have the stamp of where the consulate is. There is no consulates in Scheidam Holland. If it eventually passed on through a consulate here then it would certainly be written in Thai. It never is. I used to get mail from the British Embassy so that's how I know the difference. =-| Also all SPVA mail to Embassies are forwarded in diplomatic bags, so therefore there can never be a cock up.
and no mail room has ever put mail in the wrong bag, and no consular or embassy staff have ever used random post offices to correct the mistake on the grounds it "should be faster" to use surface mail than sending it on in next weeks low priority collections, people are fallible and it used to happen all the time when I was in a BFPO, random mail would get delivered to us when it was destined for people or units in different countries on a fairly frequent basis.....
 
M

Michaelo

Guest
#19
and no mail room has ever put mail in the wrong bag, and no consular or embassy staff have ever used random post offices to correct the mistake on the grounds it "should be faster" to use surface mail than sending it on in next weeks low priority collections, people are fallible and it used to happen all the time when I was in a BFPO, random mail would get delivered to us when it was destined for people or units in different countries on a fairly frequent basis.....
Embassy's have a thorough system in that all mail is stamped with a delivery day, including the envelope and then copied. If there was a delivery mistake then the stamps would still on the items.
As for the SPVA I've proven that there is no mistake when posting overseas. They use a P.O Box in Holland which is the cause of delay from the SPVA.
 
#20
Embassy's have a thorough system in that all mail is stamped with a delivery day, including the envelope and then copied. If there was a delivery mistake then the stamps would still on the items.
As for the SPVA I've proven that there is no mistake when posting overseas. They use a P.O Box in Holland which is the cause of delay from the SPVA.
your the person who stated they used that post box, and some quick Google results would tend to suggest the post box listed belongs to a company called FOTO.com ( FOTO.com in the World - FOTO.com United Kingdom )although there is a Dutch company called SPVA (Sociale Positie en Voorzieningengebruik Allochtonen) so its possible your mail gets diverted though them when it "lands" hence the delays caused when utilising surface post

no doubt nobody has actually sent a letter to the various departments within SPVA and alerted them to this and being a relatively new problem created when certain countries mail is diverted incorrectly there's a good chance they don't actually know about it officially as an organisation.

no doubt there are other letters landed in other countries that suffer similar problems of being viewed as unofficial markings attempting to circumvent paying postal fees (SPVA is national postal service) printed brown envelopes are going to be delayed whilst there "checked" in those countries

SPVA was using embassies/consulates to send overseas mail as it was a cheaper less problematic system, a review determined it took too long for the mail to travel in the low priority, if there told of the current problems no doubt a further review will determine that there mail requires a new method of demarcation for overseas post to remove the problems........
 

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