Doubt that ‘missing’ benefits letter was ever sent

Postal delivery services make mistakes. They all do, from time to time. To err is human and those services are run by …. wait for it …. humans.

Those services can deliver mail after a delay and sometimes, but extremely rarely, they manage to lose it, so it never turns up at the intended destination.

Then, there are those “it’s in the post” people who say they have sent you a letter, but haven’t really. Worse still, though, are organisations that make a habit of saying “we sent you a letter”, when they didn’t.

The UK government’s Department for Work and Pensions (DWP) causes numerous allegations of this sort of behavior. Just look at these examples, originally published by website.

Example 1 A new mother – and her baby – are facing eviction because the DWP cut off her Employment and Support Allowance (ESA). Why? The DWP claimed she had missed an appointment for a Work Capability Assessment (WCA) even though she protests that she was not told about the appointment.

Letter delivery assumed by DWP

letterThe department says it “can be assumed” that the letter was delivered as there was no evidence to the contrary. But, how can anyone prove they did NOT receive a letter? Evidence of something not happening never exists. As some organisations say ‘proof of posting is not proof of delivery’.

This young mother says she had no idea any letter had been sent, until the DWP sent her one – which did arrive – asking her why she hadn’t turned up to the WCA.

Example 2 Nicol Hart, on the Vox Political Facebook page, wrote: “They (the DWP) DON’T care…!! No one believes that the letters are even sent out…!! It is a deliberate ploy by the DWP to manufacture a reason to stop paying people benefits…!! I know people who have never had the letters and have had their benefits stopped because they never received any letter informing them of an interview that had been arranged for them.

Sitting in the home of a claimant, I watched him open his mail and there WAS a letter there notifying him of an appointment made for him by the DWP…!! The only PROBLEM was – that the appointment was for 2 days BEFORE the letter arrived at his house…!!

Example 3 A lone parent family member arrived at usual signing on time. She was told: “You should have been here two hours ago. We sent a letter. You’re sanctioned.” “I didn’t get a letter,” she said. “We sent it,” they maintained.

She rang me in tears, I told her to go back in and ask to see a supervisor, and to ask the supervisor to print a copy of supposed letter or record thereof, off her file. Surprise, there wasn’t one, because it was never sent. Payments restored. Trust destroyed.

Letter of the law?

Vox Political  commented: “The evidence is clear: The Department for Work and Pensions lies about its activities. DWP officers either deliberately fail to send appointment letters to vulnerable people or they delay those letters until after the date of the appointments. Then they claim they are above suspicion and accuse innocent people of dishonesty.

“This has to end.”

I agree. It’s high time, that people who are sick, have a disability, or are vulnerable, were treated with respect and honesty. Whether or not the DWP is capable of that is another matter. It’s certainly open to doubt.

Don’t get me wrong, I am not blaming individuals here. The real problem is the all-pervading culture of the DWP, a culture that starts at the top.

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Affiliate disclaimer: This affiliate disclosure details the affiliate relationships of MS, Health & Disability at with other companies and products. Read more.

* * * * * is the personal website of Ian Franks, a freelance medical writer and editor for various health information sites. He enjoyed a successful career as a journalist, from reporter to editor in the print media. He gained a Journalist of the Year award in his native UK. Ian received a diagnosis of MS in 2002 and now lives in the south of Spain. He uses a wheelchair and advocates on mobility and accessibility issues.


2 thoughts on “Doubt that ‘missing’ benefits letter was ever sent

  1. I had my benefit stop bye the pip people,I now only get low rate mobility and not high rate I have lost my car because of this and also my care money has been taken of me .The lady said I could walk more than what I said she lied on my form and was a worded 6 points so now house bound can not go no were.when I go for appointment have to have an ambulance service to get me thay sent my letter to late for me to apply against the deadline.can you please help me.


    • Hi Patricia, so sorry to hear of your experience. I recommend you consult They are dedicated people with a great track record. Seek their guidance.


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