Universal Credit

(asked on 20th April 2020) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, when her Department plans to review the wording of system-generated letters to universal credit claimants.


Answered by
Will Quince Portrait
Will Quince
This question was answered on 28th April 2020

The Department has recently experienced a large increase in Universal Credit claims as a result of COVID-19 outbreak and our priority is to ensure benefit payments are made on time to provide financial support.

We recognise our claimants have a diverse range of circumstances and requirements, so our system-generated letters are designed to be clear and easy to understand. They can be supplied in alternative formats, such as large print or Braille, which are best suited to an individual's circumstances where required. Contact details are provided in each letter issued, allowing questions and/or queries to be directed to the right team or person within the Department. This is in addition to the online messaging function within the Universal Credit journal.

The Department maintains a range of standardised Universal Credit letters to ensure claimants notifications are consistently and efficiently delivered. We regularly review our communication products and are always seeking to improve how we engage with our claimants.

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