I see what you mean. Honestly though, the UC implementation is a million miles away from being anything like fully functional and we are looking at the benefits system going to hell in a handbasket in quite a short timescale. I can see millions of people being overpaid or being left without money. The good news is some DWP offices are going back to offering some form of face to face service. The call center approach has not been a success (surprise, surprise), although it will still be the first point of contact. It's bad now, but it's going to get much worse.
Someone needs to go back to Junior School himself.
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to lighten the SAD effect.