What opportunities are in place for customers who have difficulty in making a claim to ESA by telephone?
A small percentage of customers may be unable to use the new telephony service and in these cases they can ask that a claim form be issued. Vulnerable customers who contact the ESA Centre are directed to their local Jobs & Benefits Office for assistance in completing an ESA claim form. Arrangements are also in place to enable ESA claims to be made on behalf of vulnerable customers by representatives, family members or other advocates using the telephone claim service.
