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Universal Credit

Question for Department for Work and Pensions

UIN 130878, tabled on 5 March 2018

To ask the Secretary of State for Work and Pensions, what assessment she has made of the ability of vulnerable households without access to the internet to (a) make a new claim for universal credit and (b) manage their claim once it has been set up.

Answered on

13 March 2018

All Jobcentres across the country have free Wi-Fi, and there are more than 8,000 computers available to support customers who need help with making their claim digitally and applying for jobs online. This provides access to digital channels in every Jobcentre for claimants to use when they do not have access at home.

There will always be people for whom engaging with us digitally is not a feasible proposition. As a result, a freephone telephone helpline and face to face support are also available for claimants to make and manage a Universal Credit claim. Where needed, the Work Coach will provide the claimant with a written note to remind them of the date of their next appointment, especially if the claimant has difficulty accessing or using online services. A home visit can also be arranged to support a claimant in making their initial claim and completing any other administrative tasks required to ensure the claimant receives the correct payment on time.