Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, whether it is her policy to use digital by default when contacting universal credit recipients; and if she will make a statement.
It is not the Department’s policy to use digital methods by default when contacting all Universal Credit recipients.
We have a number of methods to support us in communicating with claimants. When making an initial application for Universal Credit, individuals are able to opt for their preferred contact method.
Work coaches and claimants can also use Universal Credit online journals to communicate, unless it has been previously identified that this is not an option for the claimant. In these cases, the journal will be updated, however the claimant will also be contacted in a way that suits their individual needs, for example by a phone call.