To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 13 January 2021 to Question 134451 on Universal Credit: Maladministration, if she will publish the guidance her Department provides to staff on retrospective amendments to journal entries.
19 January 2021
Universal Credit guidance is routinely published in the House of Commons’ Library. Guidance is themed by topic and work areas; within these instructions the role of the journal is outlined, including how and when it should be used for messaging claimants.
Journal entries can be deleted in specific circumstances, including where messages are addressed to the wrong claimant, personal or sensitive information has been added, or an incorrect letter has been uploaded. However, as stated in my response to Question 134451, claimants should receive an explanation to explain any changes to their journal messages. There are exceptions to providing explanation of amendments which can apply if it would be inappropriate to do so due to a claimant’s personal circumstances.