Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what data is collected by her Department on the experience of claimants using universal credit helplines.

The Department conducts a regular independent customer survey for all main benefits, composed of around 15,000 telephone interviews per year. During 2018/19 around 4,500 Universal Credit claimants will be interviewed and questions will cover the whole of the customer experience, including telephone contact. In future we will conduct Universal Credit specific surveys. The Department uses standard call recording technology, the data is used to assess the quality of service our staff provide.