Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether she plans to publish easy-to-read guidance on making a non-digital claim for universal credit.
Answered by Will Quince
The Department makes use of a range of channels to increase understanding of Universal Credit through social media and wider advertising. This includes signposting to sources of information which are written in an ‘easy-to-read’ format to help people make decisions on whether Universal Credit is appropriate for their circumstances.
We publish information in two key locations to help improve awareness of, and how to claim Universal Credit, which can be found at the following websites:
https://www.understandinguniversalcredit.gov.uk/making-a-claim/before-you-claim/
https://www.gov.uk/government/collections/universal-credit-detailed-information-for-claimants
If a person wishes to claim Universal Credit but requires assistance, they are clearly directed to either the Help to Claim service, or to the Universal Credit telephone helpline. Both can be useful to anyone who cannot use digital services.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support from helping people make a Universal Credit claim up to receiving their first full correct payment on time. This service is available online, on the phone and face-to-face through local Citizen’s Advice services.
We regularly engage with a range of stakeholders, including welfare rights organisations, to ensure we gather and understand a diverse range of opinions, which helps us to design improvements to Universal Credit.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether an online universal credit claim can be converted into a non-digital claim.
Answered by Will Quince
The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.
Any digital claim can be treated as a non-digital claim. For instance, if a claimant’s circumstances change and contacting them digitally is no longer suitable for a short or significant period of time, agents can annotate the claim and take the same action as they would have if the claim had originally made as a non-digital claim.
We are already committed to placing Universal Credit guidance in the House of Commons Library and last updated it on 28 March 2019.
Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey
All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline – which is clearly displayed on GOV.UK.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, and so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account, will be communicated in an alternative format which is best suited to an individual’s circumstances.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, if she will consult (a) welfare rights advisers and (b) professionals with experience of supporting people with complex needs on drafting guidance on making a non-digital claim for universal credit.
Answered by Will Quince
The Department makes use of a range of channels to increase understanding of Universal Credit through social media and wider advertising. This includes signposting to sources of information which are written in an ‘easy-to-read’ format to help people make decisions on whether Universal Credit is appropriate for their circumstances.
We publish information in two key locations to help improve awareness of, and how to claim Universal Credit, which can be found at the following websites:
https://www.understandinguniversalcredit.gov.uk/making-a-claim/before-you-claim/
https://www.gov.uk/government/collections/universal-credit-detailed-information-for-claimants
If a person wishes to claim Universal Credit but requires assistance, they are clearly directed to either the Help to Claim service, or to the Universal Credit telephone helpline. Both can be useful to anyone who cannot use digital services.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support from helping people make a Universal Credit claim up to receiving their first full correct payment on time. This service is available online, on the phone and face-to-face through local Citizen’s Advice services.
We regularly engage with a range of stakeholders, including welfare rights organisations, to ensure we gather and understand a diverse range of opinions, which helps us to design improvements to Universal Credit.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether people are entitled to claim universal credit by telephone; and if she will place in the Library a copy of her Department's internal guidance for staff on accepting telephone claims for universal credit.
Answered by Will Quince
The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.
We are already committed to placing Universal Credit guidance in the House’s Library and last updated it on 28 March 2019.
Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey
All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline – which is clearly displayed on GOV.UK.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, and so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account, will be communicated in an alternative format which is best suited to an individual’s circumstances.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what guidance her Department has issued on making a claim for universal credit by telephone.
Answered by Will Quince
The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.
We are already committed to placing Universal Credit guidance in the House’s Library and last updated it on 28 March 2019.
Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey
All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline – which is clearly displayed on GOV.UK.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, and so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account, will be communicated in an alternative format which is best suited to an individual’s circumstances.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, with reference to the Answer of 3 April 2019 to Question 238679 on Universal Credit: Telephone Services, whether calls which are transferred to a different case manager or helpline advisor continue to be (a) recorded and (b) retrievable; and what steps she is taking to ensure that all calls on universal credit are recorded to maintain a complete record of a claimant's interactions with the Department.
Answered by Mims Davies - Minister of State (Department for Work and Pensions)
Service centre calls are recorded and retained for a period of 14 months; this includes inbound and outbound calls to and from UC telephony service centres and any transfers within the service centres.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what plans she has to update the information on gov.uk that universal credit must be claimed online to include reference to non-digital or telephone claims.
Answered by Will Quince
The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.
We are already committed to placing Universal Credit guidance in the House’s Library and last updated it on 28 March 2019.
Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey
All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline – which is clearly displayed on GOV.UK.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, and so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account, will be communicated in an alternative format which is best suited to an individual’s circumstances.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether written information on managing non-digital and telephone claims is (a) sent by post and (b) read over the telephone to universal credit claimants.
Answered by Will Quince
The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.
We are already committed to placing Universal Credit guidance in the House’s Library and last updated it on 28 March 2019.
Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey
All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline – which is clearly displayed on GOV.UK.
Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, and so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account, will be communicated in an alternative format which is best suited to an individual’s circumstances.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many households with three or more children made a new claim for universal credit during the period between April 2017 and January 2019 on the ground that they were within the six month period of a previous and now closed universal credit claim.
Answered by Will Quince
The information requested could only be provided at disproportionate cost.
Asked by: Laura Pidcock (Labour - North West Durham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 11 March 2019 to 228698, when electronic access will be provided to a claimant in order for them to access their previous universal credit claim without the need for a claimant to ask a case manager for information.
Answered by Alok Sharma - COP26 President (Cabinet Office)
The Department has no plans, at present, to provide claimants with direct access to their previous claims.
A key reason a claimant cannot access a previous claim is that it could contain information the Department has an obligation to protect. This could include, for example, information about a previous partner. However, if a claimant, who has had a previous claim closed, needs to access their own information contained in previous statements or their journal, a case manager can access this information on their behalf and provide them with any information they might require.