PARLIAMENTARY WRITTEN QUESTION
(13 July 2026)

The Department offers a range of appointment channels, including face-to-face, telephone and video appointments and will use the most appropriate channel based on the purpose of the appointment, the claimant’s individual circumstances and the support identified by their Work Coach.

Face-to-face support remains an important part of Universal Credit service delivery. Claimants are asked to attend face-to-face appointments with Work Coaches where this channel is considered most appropriate to their circumstances. However, all channels provide an opportunity for tailored support; ensuring claimants receive the assistance they need to progress their claim and optimise their labour market outcomes.

This is consistent with the Department’s wider commitment to ensuring individuals recieve support through the channel that best meets their needs. For example, the Department is increasing the proportion of face-to-face health assessments, while continuing to provide reasonable adjustments and alternative delivery channels, including home visits where appropriate, for people whose disability or health condition makes attendance difficult.

The proportion percentages for attended appointments for the most recent 12 weeks are 58.5% in person, 16.2% by video and 25.3% by phone.