Since 2012, the rollout of the new Intreo service delivery model has meant that customers should no longer be experiencing a delay in obtaining an appointment for one of our schemes.
When applying for a jobseeker’s payment or a one parent family payment, customers merely present at the integrated reception of their local Intreo Centre and are given the relevant application forms and an early appointment date. They are also informed if any additional supporting information is required.
Provided that the customer presents at his/her appointment with the relevant forms completed and any other requested material, then there would normally not be any undue delay in putting the claim into payment.
Jobseeker's benefit claims are actually decided, on average, in just one week. For jobseeker's allowance, claims are decided, on average in two weeks. For one parent family payment claims, the average is 6 weeks to award, reflecting the complexity of this payment and the requirement to provide more detailed information.
Historically, where there were delays in processing primary claims, then supplementary welfare allowance payments could be made to customers in the interim period pending award. However, with the improved processing times delivered by the Intreo process, the overall number of supplementary welfare applications pending jobseeker's claims has significantly reduced, as an early decision on the primary claims has negated the need for such applications.
The Intreo process is in line with the Department’s Customer Service Charter.