>> I think that's a deliberate nasty phrase in these circumstances suggesting wrong doing - is
>> it wrong to help be part of CA offering help, is it wrong to ask
>> for help from CA or or is it wrong to be a claimant:
I genuinely think it was a 'malapropism'. We're funded by the DWP to provide this service but as I'm hearing the answers to their security questions and their bank details, as well as details of their health (albeit that's already explored) it's not unreasonable for UC staff to check. There have also been issues with third parties 'helping' claimants with a view to fraud, usually to gain access to an advance of benefit'. As a consequence DWP staff are (rightly) cautious as to extra people in what would normally be a two way call.
My work is normally done on basis of using only my forename but when starting an assisted claim like this I always give the UC agent my full name, job title and office location before joining the claimant into the call.
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