Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to ensure that staff who process Universal Credit advances take into consideration arrears owed to claimants by his Department.

The Department recognises the importance of ensuring that Universal Credit support is delivered fairly and takes account of individual claimant circumstances.

Staff who process Universal Credit advances are expected to follow established guidance and consider all relevant information held on a claimant’s record when determining eligibility and affordability. This includes ensuring that any known issues affecting a claimant’s financial position are taken into account.

Where arrears are owed to a claimant, DWP is committed to resolving these as quickly as possible. Guidance for staff emphasises the need to take a holistic view of a claimant’s situation, including any outstanding payments, when considering advances and recovery arrangements.

DWP continues to keep its processes and guidance under review to ensure they remain fair, proportionate and responsive to claimants’ needs. This includes ongoing staff training and operational improvements to support consistent decision-making.

Where a claimant believes that relevant information has not been taken into account, they can raise this through their Universal Credit account or request a review so that their individual circumstances can be fully considered.