Universal Credit

(asked on 11th March 2019) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps his Department is taking to help support (a) older people and (b) people with (i) mental and (ii) physical health conditions to transition to universal credit.


Answered by
Alok Sharma Portrait
Alok Sharma
COP26 President (Cabinet Office)
This question was answered on 14th March 2019

The Department is committed to ensuring that all claimants, especially the most vulnerable, are supported as they move onto Universal Credit.

Claimants, including vulnerable claimants and those with mental and physical health conditions, can receive continuous tailored support managed through work coaches. DWP staff working with claimants complete extensive training that prepares them for their role. Specific training is provided for working with different vulnerable groups, with guidance to signpost claimants to relevant support, and these circumstances will be recorded on a claimant’s online account. We have started to deliver additional training in mental health that will help work coaches to build their expertise and provide the most effective support.

We take a number of steps to identify individuals who will need support in making a claim to Universal Credit. For example, we identify claimants either prior to or at the initial claim stage, to discuss what support mechanisms need to be in place to make a claim. This can be through discussions with their Work Coach, the Universal Credit helpline and/or through home visits.

From April 2019 Citizens Advice (England and Wales) and Citizens Advice Scotland will deliver a new ‘Help to Claim’ service to claimants, including the most vulnerable, who are making a new Universal Credit claim or moving from a legacy benefit to Universal Credit because of a change of circumstances. The Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time. This service will be available online, over the phone and face to face through local Citizens Advice services.

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