[holding answer 26 April 2006]: As part of the new Jobcentre Plus process, we encourage all new claims to be made over the telephone. We do however recognise that this is not suitable for some of our customers and alternative arrangements are in place, including:"arranging a face-to-face interview at the customers local Jobcentre Plus office, or if more appropriate, a home visit;""arranging for a third party/nominated advocate to represent them on the telephone;""the completion of a clerical claim form;""the use of our Textphone/Minicom service which is available for customers who are deaf or hard of hearing."This advice and guidance has been communicated to Jobcentre Plus staff and is part of their learning and development.