Universal Credit

Peter Aldous Excerpts

Wednesday 17th October 2018 Commons Chamber

[Peter Aldous (Waveney) (Con)]

The full roll-out of universal credit in Lowestoft that started in May 2016 has not been straightforward. Almost from the outset, my office received a very large number of complaints, some of which have been addressed through working with the DWP, the council and Citizens Advice. However, it is clear that many people, often the most vulnerable in society, have been put under enormous pressure and have faced real challenges in getting by on a day-to-day basis.

One of the main challenges initially faced was rent arrears in the private rented sector. This has been addressed, to a large extent, by the changes that make it easier for landlords to receive direct payments. This, together with the additional funding introduced in last year’s autumn Budget, has been helpful and has addressed many problems. The roll-out has presented a significant challenge to local DWP staff, who have had to acquire new skills to work with people in a completely different way from the way they worked in the past. They have risen to this challenge. It is vital, going forward, that the necessary support and training are available as the Government move on to the managed migration phase of the roll-out.

What has emerged from the roll-out is the vital importance of the DWP working with local authorities, Citizens Advice and other voluntary organisations. Over the past two years, the east Suffolk universal credit support partnership has evolved. This grouping is co-ordinated by Waveney District Council and is providing vital support to universal credit customers. That includes budgeting and digital support, special disability advice and liaison with landlords. The creation of the partnership means that the area is better placed to handle the increase in demand that will emerge from the managed migration. It was, therefore, very disappointing that on 1 October Waveney District Council was advised that it would no longer be asked to provide universal support and from that date Citizens Advice would deliver that service. I have nothing but praise for Citizens Advice, but local support requirements should be decided locally and not through a top-down, one-size-fits-all approach.

The torrent of complaints that my office was receiving in 2016 and early 2017 has reduced, but it would be wrong to say that it is now down to a trickle. We probably receive three new complaints per week, most of which revolve around the migration from ESA to universal credit. Some of the complaints are resolved quickly, while others are not. The latter largely revolve around customers who are placed in serious financial difficulty as a result of the withdrawal of severe disability payments. That shortcoming needs to be addressed. With managed migration, the Government need to move very gradually, learning and adapting as they go along.