Equality Act 2010 - Use of Jobcentre facilities

10. Unfortunately two years ago I became ill and unable to work. While a number of specialists were trying to diagnose by condition I applied for Employment Support Allowance (ESA). In addition to my savings this meant I was able to pay my bills and stay in my home, but only just. Setting the ESA Assessment to one side I was called to attend a work focused interview (WFI) at my local JCP whilst I was appealing a decision (which I won comfortably).

11. My condition means that I frequently suffer with extremely poor bladder and bowel control which can be highly embarrassing. Upon arriving at the JCP I asked if I could use a toilet. The gentleman on reception refused. I explained my situation and that if I did not get to a toilet very soon her was going to see a grown man wet himself. He laughed to my face and told me that “I would just have to cross my legs”. Fortunately I managed to make it across a main road to local council offices where I was allowed to use a toilet.

12. During my WFI I explained how unhappy I was and that I wanted to make a complaint. The advisor ignored me went into what I can only describe as a script that was totally irrelevant to me. When challenged as to what help the JCP could offer me given my academic and professional background she had to admit that there was nothing and that being forced to attend the WFI was in effect a total waste of my time. The whole experience and associated stress exacerbated my illness for several weeks afterwards.

13. I decided to complain about my treatment by the staff at the JCP building. This proved to be a complete farce. I was initially ignored and when forced to address my complaint I was told a pack of lies (this is not an exaggeration). JCP policy was presented as law and no adequate explanation was forthcoming when I proved otherwise. The “final letter” from the Chief Operating Officer’s office was laughable. If a senior executive at any of the multinational companies I have worked for had allowed such a letter to leave their office they would have been dismissed.

14. To date, in relation to my complaint, the Information Commissioner has confirmed that the Freedom of Information Act was breached, the Equality and Human Rights Commission has confirmed that the Equality Act was breached and the Independent Complaint Examiner is investigation a number of other serious issues. One of these is the fact that the adviser has stated that they remembered me and confirmed that I did not complain. Unfortunately, for JCP and the advisor I record all of my dealings with the DWP and JCP and have a clear audio recording of me stating that I wanted to make a formal complaint about my treatment.

15. If JCP is to stand any chance of addressing the points listed by the Committee it requires a complete cultural change. I suggest that JCP staff see claimants as the enemy and their role being to get them off benefits as quickly as possible and by any means.