To ask the Secretary of State for Work and Pensions, what criteria his Department is using to identify vulnerable people receiving legacy benefits during the managed migration process Move to Universal Credit.
Answered on
14 May 2024
DWP provides a tailored service that recognises those with complex needs at any point throughout their journey and ensures appropriate support is quickly made available. There is a range of support available to individuals, including a dedicated DWP telephone line, face to face support in the local Jobcentre, and independent support through Help to Claim, delivered by Citizens Advice and Citizens Advice Scotland.
DWP have developed and tested a new ‘enhanced support’ journey for ESA and Income Support customers who require more support to claim. This process is now in place for these customer groups and involves outbound telephony, system checks and home visits, dependent on individual support needs.