Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he is taking to improve the migration process for claimants transitioning from income-related Employment and Support Allowance to Universal Credit; and what measures are in place to ensure that vulnerable individuals are adequately supported during this transition.

The Department for Work and Pensions (DWP) reviews and amends its approach for migration to Universal Credit based on lessons learned from earlier migrations (Tax Credits, Income Support) and continues to refine support strategies for customers.

We recognise that many claimants making this transition have complex health conditions and additional needs, which can make the process particularly challenging. DWP is committed to ensuring that these individuals receive the support they need.

We have dedicated support mechanisms in place for customers with vulnerabilities. This includes clear communication, accessible guidance and personalised assistance where needed.

The Migration Notice itself signposts to our helpline, gov.uk website and ‘Help to Claim’, a service provided by Citizens Advice Bureau. Contact via these routes allows further support to be provided, based on individual need from the outset.

All Employment and Support Allowance (ESA) customers who have not made their claim to Universal Credit within two weeks of the deadline of their migration notice will automatically enter the Enhanced Support journey. This journey provides tailored and flexible assistance, including phone calls and home visits, to support the migration process.

We recognise that the digital nature of Universal Credit can pose significant challenges for claimants with learning disabilities, dyslexia, or limited digital literacy. To address this, we offer alternative access routes, including telephone support and face-to-face appointments, which can be arranged upon request. Additionally, Universal Credit statements and letters are written and formatted in plain English and undergo rigorous content design testing to ensure clarity and accessibility. DWP is regularly reviewing its correspondence templates to ensure that responses are concise, clear and free from unnecessary technical language while maintaining transparency and accuracy.

Furthermore, Jobcentre staff are trained to discuss complex needs and vulnerabilities. There is a facility in the Universal Credit account to record these, along with any agreed reasonable adjustments. Customers can request email communications, home visits, or support from an authorised representative (family member, friend, or adviser).

In addition to this, we also offer:

• Enhanced Support Journey for vulnerable claimants, including proactive calls, text reminders, and home visits.
• Financial safeguards such as Transitional Protection and two-week run-on payments for ESA claimants.
• Digital and manual process enhancements to ensure accurate transitional protection calculations and prevent payment delays.

DWP continues to review and iterate our services to optimise our services and any further feedback is welcomed.