Oral Answers to Questions

Rosie Cooper Excerpts

Monday 18th March 2019 Commons Chamber

[Guy Opperman]

My hon. Friend raises a legitimate point. Video recording is an important step forward introduced by this Government. The pilot from last November appears successful, and we are looking to do a full roll-out later this year.

[Rosie Cooper (West Lancashire) (Lab)]

5. Which criteria her Department uses to decide whether people can make an application for universal credit by telephone.

[The Minister for Employment (Alok Sharma)]

Any claimant may claim universal credit by telephone. Each request will be considered on its merits, through discussions between the Department and individuals to see which method of claiming is most suitable and beneficial. After those discussions, phone claims are available to any individual who wishes to proceed with one.

[Rosie Cooper]

What efforts are made to engage by telephone with those who are considered to be in need of making a claim, who may include elderly, disabled or rural claimants with poor or no internet access?

[Alok Sharma]

There is a freephone line. Last month, in February, 1.2 million calls were received on the universal credit full service line, and for those who are particularly vulnerable, home visits are also available.