Hi, my son had an assessment for his home, I was there, and there was a no show. I rang them during the allocated appointment slot and they told me there was no such appointment, even though we had the letter. They apologised and said they will send a new appointment. His appointment was meant to be at home, but they sent him one to attend Cardiff, which we are unable to do. So I rang and got my appointment for his home.
We were there for that appointment, and ten minutes after the time slot, we rang Capita as the assessor hadn't turned up. A lot of people mix his address up as it's a converted flat, so I was anxious. Capita tried to phone the assessor and was unable to get through to him as our mobile signals here are poor. So we were advised to call back half an hour later. We did that. The appointment was for 12, and I rang at 10 past 12, and at 20 to 1. Both times, Capita could not reach the assessor.
I was standing up looking at his pathway and front door the whole time, through his huge bay window, as I suffer anxiety and like I said, people often can't find his address.
At 20 to one, Capita was still unable to reach the assessor and so he left him a voicemail to confirm we were waiting for him and to phone us if he was lost etc. We were advised to wait until 20 past 1. So that's what we did.
At 4.30 pm, I rang Capita back up to find out what happened. It was then, that they told me the assessor, walked through a little wooden gate, up a white path and knocked on a white front door and there was nobody in. For a start my son has a metal gate and grey concerete path, and there are a few houses nearby with wooden gates. Secondly, I rang from his landline number, not a mobile and even asked them to phone us on it. Proof we were actually there inside the building. But Capita refuse to listen and have accused us of wasting their time and totally dismissed my sons claim.
I phoned DWP crying, I was so upset, I broke down and my son had a meltdown, he is on the ASD spectrum. They told me they would try to get a reassessment booked for us. I emailed complaints at capita, and the following day, they still ignored the fact that they can make a mistake and knock the wrong door, and blamed us for wasting their time and to go through DWP.
We are still waiting for a decision from DWP.
I just don't know what else to do. Nobody seems to believe me even though we phoned from inside the building. I have been extremely upset over this as we have no control over it, and my son could lose his money over something we haven't done. We were there for the appointment from half 11 until half 1, (the appointment was for 12) and then when I went home, my son was still there. We had no tv on, no background noise, we were watching the door and path the whole time. Nobody believes me even though we phoned from his landline twice, and asked them to phone us which they didn't. I have been so anxious and upset over this, and I just don't know how to sort it out. Nobody knocked my sons door, and it's obvious they went to the wrong door. Thank you for listening.