Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what progress her Department has made in implementing the recommendations of the Social Security Advisory Committee on alternative ways of claiming universal credit other than online.

We want the application process for Universal Credit to be as quick and easy as possible to ensure that claimants receive their money at the earliest opportunity.

The Department takes seriously the need to support vulnerable claimants. Comprehensive support is available to claimants to use our digital service, however we recognise there will be occasions when people are unable to make or maintain their claim online, so telephone applications can be accepted. In these instances, information normally available through a claimant’s online account will be communicated in an alternative format, which is best suited to an individual’s circumstances.

Job Centre staff can refer claimants to personalised provisions which support those who find navigating technology challenging. We are currently testing a range of additional support offerings and employment provision, including more integrated health and employment support. This includes the Local Supported Employment trailblazer, which will be focusing on people with a learning disability or autism who are known to Adult Social Care, or those in touch with mental health services.

The most recent report from SSAC suggests 80% of claimants are comfortable with using the online features such as the journal, and recent interaction with stakeholders suggests a high proportion’ of claimants were very comfortable with claiming online.