Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what representations she has received on the impact of using the universal credit online journal on people with mental health conditions .

Universal Credit is a 24 hour, seven days a week, digital service that allows claimants to manage their own data and account online at a time which is convenient for them. Via their account, claimants can check their Universal Credit benefit payments, notify us of changes and record notes on the online journal facility.

To enable Work Coaches to provide a tailored experience for all claimants, including those with mental health conditions, Work Coaches are able to record in a free text format, through the use of ‘pinned notes’ in the Universal Credit system, information which supports staff in identifying and recording circumstances of individual claimants.

However, if claimants are unable to make a digital claim, they can make and maintain their claim via our Freephone Universal Credit helpline. When a claim is made by telephone, claimants do not need to provide an email address and are not given an online account to maintain, nor an online journal to manage. A telephone claim is also clearly marked on the service to remind DWP staff to use alternative channels to communicate information with claimants and their monthly award statement will be sent via post.

Additionally, Help to Claim support delivered through Citizens Advice and Citizens Advice Scotland offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time. This support has been bolstered by the announcement in March this year of a further 12 months of funding for Citizens Advice and Citizens Advice Scotland to deliver Help to Claim.