Question to the Department for Work and Pensions:

To ask Her Majesty's Government what support they will provide to those who are unable to use online forms and communications in relation to Universal Credit.

The Department is committed to providing personalised support for all claimants, including vulnerable groups. Each individual’s circumstances are different and therefore their barriers to work and the support needed must be tailored to these needs.

Face to face and telephony support is in place for those vulnerable claimants who cannot self-serve online; the Universal Credit telephone helpline is now a free phone number.

Universal Support provides Universal Credit claimants with additional help to use a computer to make or maintain their claim (Assisted Digital Support), help in managing their monthly Universal Credit payment and possible advice on their finances (Personal Budgeting Support).

In certain circumstances, where a claimant is unable to manage their own affairs, an appointee can act on their behalf, taking responsibility for making and maintaining any benefit claim. An appointee can be an individual, e.g. a friend or relative, an organisation or representative of an organisation, e.g. a solicitor or local council. The process for enlisting a DWP appointee includes a visit to the claimant and an interview with the potential appointee.