Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, if she will make an estimate of the number of claimants for universal credit who have been affected by digital exclusion including the closure of libraries, day centres and other public sources of digital support during the covid-19 outbreak.

The information requested is not readily available and to provide it would incur disproportionate cost. Universal Credit is designed to be a ‘digital-first’ service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.

Although the Department offers comprehensive support for claimants to use our digital service, there will be occasions when people are unable to make their claim online, so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account will be communicated in an alternative format, which is best suited to an individual’s circumstances. Throughout the pandemic, Jobcentre Plus offices have remained open to support the most vulnerable claimants.

Help to Claim, delivered through Citizens Advice and Citizens Advice Scotland, was already a multi-channel offer prior to the outbreak of COVID-19, capable of supporting people through the entire Universal Credit claim process by telephone and web chat, up to receiving their first full correct payment on time.