Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, where and how the universal credit helpline staff and case managers record the contents of a telephone enquiry including any advice given in cases where a person has not yet submitted their universal credit claim or has a previous universal credit claim which is now closed.

All calls taken by helpline staff and case managers in UCFS are recorded in full and are retrievable from our telephony provider based on the originating telephone number.

For callers with an active claim, agents will update the Universal Credit system with any relevant information from the call to allow for a continuous service across multiple interactions. Where a caller does not have an active claim this is not possible and the call recording would be the repository for the content of the call.