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 help support Universal Credit claimants during the review process.

Universal Credit Claim Reviews (UCR) primary purpose is to identify any incorrectness in a Universal Credit (UC) claim and correct retrospectively. This includes both over and under payments and helps ensure the claimant is paid the right entitlement, that they keep their claim up to date and avoid falling into or accumulating further debt.

Whilst a standard review process is followed, agents tailor their approach to the review on a case-by-case basis and decide the correct course of action, including provision of additional support.

This can include, but is not limited to, offering a call to discuss the process and understand any support required, advising the claimant on how to upload the requested information, giving the claimant further time to provide the requested information, and organising a home visit.

Customers are also signposted to contact their agent if they have any questions or concerns about the review.