Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, with reference to the Answer of 3 April 2019 to Question 238679 on Universal Credit: Telephone Services, whether calls which are transferred to a different case manager or helpline advisor continue to be (a) recorded and (b) retrievable; and what steps she is taking to ensure that all calls on universal credit are recorded to maintain a complete record of a claimant's interactions with the Department.

Service centre calls are recorded and retained for a period of 14 months; this includes inbound and outbound calls to and from UC telephony service centres and any transfers within the service centres.