PARLIAMENTARY WRITTEN QUESTION
(8 September 2025)

To ask the Secretary of State for Work and Pensions, what assessment he has made of the effectiveness of the Universal Credit online journal as a substitute for face-to-face engagement with claimants.

Asked by:
Helen Whately (Conservative)

The UC service is designed as a digital-first platform, with the online journal serving as a central communication tool between claimants and DWP. It enables claimants to successfully and securely:

• Receive appointment reminders and mandatory updates.
• Communicate with Work Coaches and case managers.
• Manage their responsibilities and maintain entitlement.

The Journal is a digital channel which helps two-way communications between claimants and DWP, however it was never intended to and does not replace face-to-face appointments. Claimants have a range of channels available to them, and can mostly use their preference, unless the activity mandates a particular option.

Answered by:
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