Question to the Department for Work and Pensions:

To ask Her Majesty's Government what steps they plan to take to ensure that reasonable adjustments are made for people who are unable to use the online system for Universal Credit application and migration.

Anyone who requires help making their claim online can call our Freephone helpline to find out what help and support is available. Claimants can also access the internet for free at their local Jobcentre, Council or library. If new claimants, or those who have experienced a change in circumstances resulting in their migration to Universal Credit, need more intensive or specific support, help is available through our current Universal Support Assisted Digital Service. This provides bespoke help, support and skills for claimants to make and maintain their digital account online.

As part of the design process for managed migration, we are considering different approaches for how to best migrate claimants onto Universal Credit. We are currently working closely with a large and diverse range of stakeholders to design migration processes that work for everyone and which most effectively support those who will need more help.

Universal Credit has been designed with accessibility in mind and we are committed to providing personalised support for all claimants, including vulnerable groups, so we ensure that we make reasonable adjustments to meet claimant’s individual needs to allow them to access our services and information. This means that for example, the Department can communicate with customers in a variety of different formats such as Braille, audio, large print, or by arranging for a member of staff to visit the customer in their home.