Universal Credit Helpline

Nick Thomas-Symonds Excerpts

Tuesday 7th May 2019 Westminster Hall

[Danielle Rowley (Midlothian) (Lab)]

I beg to move,

That this House has considered the universal credit helpline.

Thank you very much, Mr Evans. I am very pleased that this debate has been granted and to serve under your chairship.

We so often hear in this place about the devastating impact that universal credit has on people’s lives, and there is mounting evidence that those struggling to use this system are not getting the help that they need, so I think it is very important that today we discuss some of the issues and look at how we can work to resolve them.

It is the duty of the Government to support people who are struggling with universal credit, including those who, for many good and valid reasons, are not able to access the digital element of universal credit. I get in my office all the time constituents who are struggling to access the online system, for many different reasons. There might be financial barriers: they might not have a smartphone, or a computer at home, and they might not have the money to get the bus to their local jobcentre or library—indeed, those facilities may have been closed down. Those who struggle with digital access also include people with poor mental health, anxiety or disabilities; older people; people who are computer illiterate; and people with English as a second language.

I met with the Minister who is here today and I asked why the universal credit system was available only in English, because there are Syrian refugees in Midlothian who have struggled with the system, as English is not their first language. The Minister reassured me that it was available not only in English but in Welsh—I do not believe that that is helping people who really need this crucial support.

According to Citizens Advice, people who do not have online access are disproportionately likely to be disabled or to have a long-term health condition, and to be unemployed or on a low income. It is clear that the most vulnerable people will be the same people who will struggle to use a fully digital service and who will need extra support.

[Nick Thomas-Symonds (Torfaen) (Lab)]

I congratulate my hon. Friend on securing the debate. I welcome the fact that the helpline is at least now free, which it was not in the first place, but does my hon. Friend agree with me that there are far deeper problems and that actually the whole system needs to be looked at? Certainly in my constituency, universal credit is driving up debt, driving up rent arrears and driving up poverty for those in work and those out of work.

[Danielle Rowley]

I thank my hon. Friend for that very important point. I campaigned for the helpline to be made free and also welcome the fact that it is now, but my hon. Friend is right: the system is driving vulnerable people into hardship. They must be given the right support and not be rushed off the phone and directed to the online system, yet in February we saw, from the leak of a deflection script being used in call centres, that that was what was happening; people were being rushed online.