Universal Credit

(asked on 9th January 2020) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, how many and what proportion of job centres operate a universal credit full digital service.


Answered by
Will Quince Portrait
Will Quince
This question was answered on 14th January 2020

Rollout of the Universal Credit Full Service was completed on 12 December 2018 and is available in every Jobcentre Plus.

Universal Credit is a 24 hour, seven days a week, digital service that allows every claimant to manage their own data and account online at a time which is convenient for them. Claimants can check their Universal Credit benefit payments through their account, notify us of changes and record notes on the online journal facility.

Universal Credit has been designed to be as quick and easy as possible for the user, 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.

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 and 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, 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.

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