The DWP has announced it will adopt a “Don’t call us - we’ll call you” approach for those claiming Universal Credit.
Instead, a bolstered frontline team will proactively call claimants if they need to check any of the information provided as part of the claim, as well as messaging them on their online journal to confirm details.
DWP says the move is designed to take some of the worry and frustration out of submitting a claim, while speeding it up by putting an end to long call wait times.
Secretary of State for Work and Pensions Therese Coffey said:
“We are doing whatever it takes to make claiming benefits as straightforward as possible during a time when we are receiving an unprecedented number of claims.
That’s why no one making a new claim to Universal Credit needs to call us.
Once you’ve completed your online application, you can rest assured we have received your claim and we will call you if we need to check any of the information you’ve given us.”
The Secretary of State added that appropriate measures to protect people from fraud have been put in place to safeguard the new process.
She stressed that the DWP will never ask you for your bank details over the phone and people should never give out personal information unless they are sure it is the DWP calling.
Since 16 March 2020, more than a million new claims for Universal Credit have been processed, and 10,000 staff are being redeployed to help on the frontline. A rapid recruitment drive has been launched for an additional 5,000 to aid the effort.
Ken Butler DR UK’s Welfare Rights and Policy Advisor said:
"This is a welcome change that will make the process of claiming Universal Credit easier. It is already difficult for many disabled people to make a claim as they find it difficult to complete the online process.
Hopefully, positive benefit changes that have recently been introduced will continue after the coronavirus pandemic is over. Especially the £20 per week increase to the Universal Credit personal allowance. This should be extended to other benefits and made permanent."
For more information see Don’t call us – we’ll call you available from gov.uk.
See also New gov.uk advice on coronavirus and benefits available from gov.uk.