Universal Credit Helpline

Patricia Gibson Excerpts

Tuesday 7th May 2019 Westminster Hall

[Patricia Gibson (North Ayrshire and Arran) (SNP)]

The hon. Lady is pointing out challenges with universal credit. Does she agree that digital exclusion is already becoming a significant problem under universal credit? Many disadvantaged people do not have access to a computer or the internet, and even if they do, the application process is very difficult for them. Does the hon. Lady not think that the Minister should ensure that implied consent is part of the universal credit system, to rectify some of the problems?

[Danielle Rowley]

The hon. Lady is right: there are many issues with this system, and digital exclusion is a huge one.

Since obtaining the deflection script documents, I have had discussions with a former case manager on the helpline, Mr Tarpley. I talked with him about how the leaked script comes across, and he explained to me that really it only hinted at how much it was expected of call handlers to deflect people online. He explained to me that if someone called and asked to make a change over the phone, they would be told no by default. No matter what reason the caller gave, whether disability, bereavement or lack of digital skills, they would always be asked the same questions: “Do you have a mobile device?”, “Do you have any friends or family who can help?” and “Can you get to the library?” Call handlers would be told to explain that there are computers at the jobcentre that can be used for free, but I have heard from constituents that often, when the jobcentre is very busy, that is not the case; they are not able to access that help.

--- Later in debate ---

[The Minister for Employment (Alok Sharma)]

It is a pleasure to serve under your chairmanship, Mr Evans. As we saw at the start, you are characteristically generous when dealing with colleagues. I thank the hon. Member for Midlothian (Danielle Rowley) for raising this issue—I know she cares deeply about it. She has written to me, and I apologise that my response has not arrived yet. I signed that letter yesterday, so I hope she will receive it in the next 24 hours. She has also raised this issue in parliamentary questions and, in February, at DWP oral questions, when I responded to her. I will come on to that.

I will begin by setting out where we are in terms of universal credit. Universal credit rolled out to all jobcentres across the country last year. We now have 1.8 million people claiming this benefit. When we talk about support, it is worth pointing out that, over the last two Budgets, we have announced changes to universal credit worth an additional £6 billion—in particular to ensure that vulnerable claimants are supported in the transition to universal credit. That includes changes to work allowances worth an extra £1.7 billion a year. Those changes, which increase work allowances by £1,000, were brought in from April this year, providing a boost to the incomes of the lowest paid. That will result in 2.4 million families keeping an extra £630 per year of what they earn. I hope that underlines our learning and adapting approach.

We have always been clear that universal credit is primarily a digital service, which allows claimants to manage their own data and account online at a time that is convenient to them. Via their accounts, claimants can check their universal credit benefit payments, notify us of changes, and record notes via an online journal facility. Some activities still require a call from a claimant, as they are not yet automated, such as booking an appointment. The telephony channel remains an important part of our service offer.

The universal credit telephone helplines have been freephone numbers since the end of 2017. Claimants who call the universal credit helpline are connected directly to the person or team dealing with their case. We also have dedicated national service hubs, which provide telephony for third parties, such as landlords, welfare rights organisations and those citizens without a claim.

For those unable to access or use digital services—this is an important point—assistance to make and maintain their claim is available via the freephone universal credit helpline. The universal credit service centre will establish the best means of support for the claimant. We also provide comprehensive support for claimants who do not have digital skills or who do not have access to a computer. Support is provided in person in jobcentres and through the computers that are available for claimants to use, as well as through home visits for those unable to attend a jobcentre.

From April this year, we introduced a help to claim service delivered by Citizens Advice. This provides additional support for any claimant from point of entry to the first award of universal credit, and is available by phone, webchat and in person at local Citizens Advice outlets and jobcentres.

The hon. Lady asked about training. The DWP staff who service the universal credit helplines have a three-week facilitated learning period. That structured learning provides the skills and knowledge required to support them to answer claimants’ queries. For new universal credit helpline call handlers, the learning journey is broadly made up of soft skills such as customer service learning, which covers how to gather information through active listening; equality and diversity training; and bespoke IT system-based technical learning, all of which is supported by consolidation activity.

Colleagues receive ongoing learning in their roles alongside experienced case managers and have access to universal credit guidance, which is refreshed at regular intervals. We are committed to continuous improvement, and as part of that we regularly review call plans, service levels and intelligence to improve our offer and understand why claimants are calling.

[Patricia Gibson]

The Minister may know that a jobcentre employee described universal credit as like being in a leaky boat: a leak springs up, and someone sticks their finger in the hole, but then a new hole appears, and they end up sprawled across the boat trying to block all the leaks. The holes are not the problem though; it is the boat. The Minister will know that many people and many groups in civil society believe that universal credit should be paused. Will he think about pausing it so that all the holes in the boat can be fixed?

[Alok Sharma]

I gently say to the hon. Lady that I visit jobcentres, as do my ministerial colleagues, and that is not the feedback that we receive from people on the frontline. In terms of pausing universal credit, we have been rolling it out across the country since December, and we have been clear that it will be the main welfare provision for the country in future.

To return to the universal credit helpline, when someone calls it they are presented with a series of options to select from. They are then put through to the agent best placed to answer their inquiry. All further triage is done through conversations to establish the claimant’s needs. There are 26 service centres across the country that aim to support people with their universal credit claim.

We have between 5,000 and 7,500 staff answering calls in our service centres to support our customers. An important point in terms of the statistics—I would not want any hon. Member to be in any doubt that we are making a big effort when it comes to supporting people over the phone—is that, in March, we answered about 1.3 million calls to the universal credit full service helpline.

The hon. Member for Midlothian talked about waiting times. In March, the average waiting time for a call to be answered was two minutes and 43 seconds. In February, the average duration of a call to the UC helpline was just over six minutes. I hope she will appreciate that it is not about rushing people off the lines but about providing support to them.

As I said earlier, the hon. Lady raised this issue in parliamentary questions on 11 February. I reiterate what I said to her then, which is that she has already been sent a copy of the universal credit digital channel document. She talked about FOI requests, but she already has that document, which is what DWP staff use as a guide when taking calls from claimants. She will be aware that the document says clearly that staff must use a common-sense and sensitive approach in resolving queries ahead of any digital discussion. Again, I want to be absolutely clear that there is no intention to deflect and there are no targets for getting claimants to use a digital channel.

The hon. Lady made several other points, including about supporting people who struggle with English or Welsh. We have an interpreting service available for those with language barriers. The hon. Member for Strangford (Jim Shannon) raised the issue of people being held on the phone and not being given an answer. We regularly review service levels on the UC helpline to improve our offer. If we cannot answer a question, we will call the claimant back.