Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to improve access to digital services for claimants who are unable to use online platforms for Universal Credit applications and management.

Universal Credit is a digital-first service and our digital approach enables proactive communication with customers, including tailored prompts and support through their account, alongside personalised assistance from Work Coaches who can signpost to wider support and employment services.

However, the Department recognises that some claimants cannot access or use online services. Support is available to these claimants through alternative channels, including telephone claims, printed correspondence where needed and tailored Assisted Digital support delivered by trained DWP staff in Jobcentres and by phone.

For customers who need additional help to engage digitally, we work with external partners to provide tailored support. This includes the Help to Claim service delivered by Citizens Advice and Citizens Advice Scotland, as well as locally delivered digital support provision, which helps claimants make and manage their Universal Credit claim online. This confidential support is free for claimants and is available to them online, by phone and face to face. Vulnerable claimants may also receive personalised support through the Enhanced Support journey, including proactive contact, home visits and alternative communication methods where appropriate.

Where a claimant cannot manage their affairs independently, appointees or authorised representatives can act on their behalf. The Department keeps these arrangements under review to ensure Universal Credit remains accessible to all claimants.

We continue to provide a full range of alternative channels and personalised support, ensuring that all customers can access our services in a way that meets their needs. This blended approach ensures we combine the benefits of digital innovation with appropriate safeguards, improving overall service quality while supporting more customers to move confidently towards digital services.

The Department keeps accessibility and support arrangements under regular review to ensure Universal Credit remains accessible to all claimants, regardless of their ability to use digital services.