I used to work for the CSA and I’d never advise anyone to get involved with them
November 26, 2013
I worked at the CSA Clerical Case Unit in Bolton for a year (till I was lucky enough to escape to another job) and having seen the way it works I totally sympathise with people who have complaints.
The whole purpose of the place is to get as much money out of NRP’s as possible to meet Government targets. Having said that I saw cases where NRPs had never paid anything for years so some of them deserved to be hounded for payment.
Standards are low, management is poor with constant changes in working practices and ‘new initiatives’. This could mean staff being taken off the cases they are working on to do something else, leaving their clients with unacceptable waits for their cases to be dealt with.
Training is inadequate, with new employees being given complex cases that they can’t possibly have the experience to deal with.
Good experienced staff (and there are plenty of them) are not allowed to process cases correctly, they just have to get them through quickly and ‘get them paying’.
The Data Protection Act makes it even more difficult to communicate properly with clients and the computer systems are outdated and slow.
Everything is delayed by bureaucracy.
Everything is about targets so cases cannot be dealt with properly.
I would say to anybody I know NEVER get involved with the CSA