Question to the Department for Work and Pensions:

To ask Her Majesty's Government what provisions are in place to support Universal Credit claimants who need to make a non-digital claim.

The Department takes seriously the need to support claimants, and wants Universal Credit to be easy to access. 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. This allows our staff to concentrate on those people who require additional support through different channels.

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. A copy of the survey is attached.

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. In addition, Citizens Advice and Citizens Advice Scotland have been delivering the ‘Help to Claim’ service 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 currently available online and by telephone.

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.