Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 14 January 2021 to Question 137948, what the exceptions are to providing an individual with an explanation of amendments to their universal credit journal.

In response to Questions 137946, 137947 and 137948, where a journal entry is modified or removed, an explanation should also be supplied through the journal. As claimant circumstances can be varied and complex, Work Coaches and Case Managers, using their knowledge of an individual claimant’s needs, are also able to use their discretion to communicate through an alternative channel, such as telephone or SMS, where this better suits the needs of the claimant, or where actions on the journal need additional clarification.