Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what assessment he has made of the effectiveness of the Universal Credit online journal as a substitute for face-to-face engagement with claimants.

The UC service is designed as a digital-first platform, with the online journal serving as a central communication tool between claimants and DWP. It enables claimants to successfully and securely:

• Receive appointment reminders and mandatory updates.
• Communicate with Work Coaches and case managers.
• Manage their responsibilities and maintain entitlement.

The Journal is a digital channel which helps two-way communications between claimants and DWP, however it was never intended to and does not replace face-to-face appointments. Claimants have a range of channels available to them, and can mostly use their preference, unless the activity mandates a particular option.