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Universal Credit: Internet

Question for Department for Work and Pensions

UIN HL3151, tabled on 2 November 2022

To ask His Majesty's Government how they are publicising to (1) claimants, and (2) advisers, the facility that exists for claimants to make and maintain a universal credit claim not online in cases where they would have difficulty with a digital claim; and what steps have they taken to ensure that (a) universal credit work coaches, and (b) subcontracted telephony agents, are aware of this facility.

Answered on

16 November 2022

Guidance is available on GOV.UK Universal Credit: Universal Credit: How to claim - GOV.UK ( outlining how claimants can make a claim to Universal Credit and the provision available to claim via the Universal Credit helpline telephony service for those who can’t claim online. Guidance is available to both Work Coaches and telephony agents regarding the option for claimants to make and maintain their Universal Credit claim by phone. In addition, DWP staff regularly receive reminders via senior leader calls of the facility to make claims by phone for those claimants who need it.

DWP also grant funds Citizens Advice (CA), in partnership with Citizens Advice Scotland (CAS), to provide Help to Claim support to any persons making a new claim to Universal Credit. If they identify that a claim by phone is appropriate, then they will support the person in completing this.