Question to the Department for Work and Pensions:

To ask His Majesty's Government, further to the Written Answer by Baroness Sherlock on 4 February (HL14073), what is the average duration from initial contact to claim completion for claimants with a learning disability using (1) the digital service, and (2) the telephone or home-visit alternative service.

Claims are not awarded/paid until the end of the monthly assessment period, in order that an accurate assessment can be made, including any income/earnings received during that period. Therefore, there is no measure of claim completion prior to the end of the assessment period.

‘Payment Timeliness’ data, shows those claimants who are paid on time at the end of the first assessment period; however, this is not segregated by claimant characteristics or channel.

The latest published statistics for ‘Payment Timeliness’ are from October 2025, showing 93% received their payment on time and 88% their payment on time and in full.

Universal Credit is primarily a digital service, but there is a continued focus on accessibility and support, allowing claimants to transact via a variety of channels according to their needs, offering non‑digital routes. This includes making a claim by telephone or face-to-face and where appropriate, home visits may also be considered.

Independent support is also available through the Help to Claim service, delivered by Citizens Advice and Citizens Advice Scotland. For customers identified as vulnerable, including some customers with learning difficulties, the Department for Work and Pensions (DWP) also has an Enhanced Support Journey for those migrating from Employment and Support Allowance (ESA) who may need additional help to make and complete their claim.

Where a customer is unable to manage their own affairs, DWP can appoint a suitable individual, third party, or organisation to act on the customer’s behalf and manage their Universal Credit claim. This arrangement can be short or long‑term, depending on the customer’s circumstances.

The Department is committed to ensuring customers are supported in a way that meets their individual needs and DWP staff are required to discuss and review accessibility needs at every interaction, as reasonable adjustment needs can change over time.