Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to support people migrating to Universal Credit who lack digital skills and are unable to complete online requirements, including accepting their claimant commitment.

The Department recognises that not all people moving to Universal Credit have the confidence or ability to use digital services independently. Universal Credit is designed to be “digital-first”, but not “digital‑-only”,‑ and a range of support is already in place to ensure that claimants who lack digital skills, or who cannot complete online actions such as accepting their Claimant Commitment, are fully supported.

All Jobcentres provide free access to WiFi and computers, alongside Work Coach support, so claimants can get help using online services if they need it. For those who cannot use digital channels at all, assistance to make and maintain their claim is available by telephone, and Work Coaches can accept Claimant Commitments verbally where appropriate. If a claimant is unable to accept their commitments digitally, agents may record verbal consent and accept the commitment on their behalf, ensuring no‑-one‑ is disadvantaged because of low digital capability.

Additional help is available through the Citizens Advice “Help to Claim” service, which provides independent support for people moving to Universal Credit, including navigating digital requirements.

These measures ensure that claimants who lack digital skills continue to receive tailored support throughout their migration journey, and that no-one‑ is prevented from accessing Universal Credit because they cannot complete online actions.