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 ensure that claimants with (a) severe mental health conditions or (b) physical disabilities are not penalised for non-attendance at in-person Universal Credit identity verification appointments.

DWP has committed to identifying and supporting claimants with complex user needs, including those with mental health conditions or disabilities.

Where a claimant has received a migration notice they discuss what support they need with appropriately trained agents, so that suitable arrangements can be put in place.

This would include identifying the best option to make the claim, what support network a claimant already has and what measure DWP can put in place to accommodate by making reasonable adjustments. The claimant can be referred to the Help to Claim Service which is delivered by Citizens Advice, this offers support via phone, webchat, and face-to-face appointments to successfully make the claim, complete any verification and support the claimant until the first payment of universal credit is made at the end of the first assessment period.

Any support requirements and conditions identified are carried over into the claimants Universal Credit account for future reference.

DWP recognises that not all claimants can attend in-person appointments due to health or disability-related barriers. To accommodate this, the department offers multiple identity verification channels:

• Online Verification: Claimants can verify their identity using secure online methods, such as passport details or credit reference data. This is part of the initial on-line claim process. If successful, identity is verified, negating the requirement for a face-to-face appointment.
• Telephone or Home Visit Alternatives: In cases where online verification fails or is not possible, DWP can conduct biographical interviews by phone or arrange a home visit to verify the claimant’s evidence or undertake the biographical questions.
• Third-Party Support: Claimants may give explicit consent for a trusted individual to assist with their claim, which would include supporting with ID verification. If the claimant lacks capacity, DWP can appoint a personal or corporate appointee to manage the claim and fully discuss identity verification options and any flexibilities to complete the process successfully.

Claimants receive digital alerts to remind them about their appointment. They have an option for these to be delivered by text message or email. All agents and work coaches receive training on tailoring our approach to accommodate the specific needs of the claimant.

If a claimant fails to attend, for the next month an agent will endeavour to contact the claimant to understand the reason for non-attendance. They will try numerous times to make contact using the claimant’s preferred contact channel. Where contact is made there will be an assessment of whether the claimant had a “good reason”, which may include mental health conditions or physical disabilities. The agent will consider whether alternatives to the initial face-to-face appointment are needed, how the claimant can be supported to complete the ID verification process and work with any support network in place.

Where the claimant does not respond and is not contacted, staff are trained to consider safeguarding measures, making referrals to appropriate agencies and referring cases for a home visit. The claim will only be closed as a last resort once all avenues are exhausted. There is an option to reopen the claim once contact is made.