Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, if she will publish the scripts that Universal Credit call centre workers use to answer calls from service users or applicants.

There are no scripts currently in use in Universal Credit for call handlers, the service does however guide colleagues through certain agent led processes to ensure correct steps are taken when appropriate. In addition there are supportive lines available to agents to assist claimants with being able to self-serve where this is appropriate.