PARLIAMENTARY WRITTEN QUESTION
Universal Credit (25 June 2019)

To ask the Secretary of State for Work and Pensions, what proportion of unsuccessful claims for universal credit were as a result of (a) a claimant's lack of digital skills and (b) inadequate support for that claimant.

Asked by:
Mark Tami (Labour)

Data on the proportion of unsuccessful claims to Universal Credit which were a result of (a) a claimant's lack of digital skills and (b) inadequate support for that claimant is not gathered by the Department.

The Universal Credit Full Service Claimant Survey found that 98 per cent of claimants claimed online. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey

For those claimants who are unable to access or use our digital services, there is assistance available to make and maintain their claim using the Freephone Universal Credit helpline. Face-to-face support is also available in all Jobcentres. In exceptional circumstances, a home visit can be arranged to support a claimant in making and maintaining their claim.

Running alongside the national Jobcentre offer from 1 April 2019 is the Citizens Advice Help to Claim which support claimants in making a new Universal Credit claim or moving from a legacy benefit to Universal Credit because of a change of circumstances. Help to Claim offers tailored, practical support to help people make their claim up to receiving their first full correct payment on time. It is widely available online, through a Freephone number and face to face through local Citizens Advice services.

Answered by:
Lord Sharma (Conservative)
3 July 2019