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1132410
unstar this property registered interest false more like this
star this property date less than 2019-06-17more like thismore than 2019-06-17
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
unstar this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons remove filter
star this property question text To ask the Secretary of State for Work and Pensions, whether there is a freephone number that universal credit claimants can use when attempting to make phone contact with her Department from abroad. more like this
star this property tabling member constituency Brighton, Kemptown more like this
star this property tabling member printed
Lloyd Russell-Moyle more like this
star this property uin 265570 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-06-25more like thismore than 2019-06-25
star this property answer text <p>You can dial all of the 0800 numbers from abroad using the 0044 prefix. If a claimant does find themselves needing to dial an 0800 number from abroad, then they may incur charges at the standard international rate. This cost will vary depending on where they are calling from.</p><p><strong> </strong></p> more like this
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-06-25T12:30:10.323Zmore like thismore than 2019-06-25T12:30:10.323Z
star this property answering member
4423
unstar this property label Biography information for Will Quince more like this
star this property tabling member
4615
star this property label Biography information for Lloyd Russell-Moyle more like this
1140594
unstar this property registered interest false more like this
star this property date less than 2019-07-19more like thismore than 2019-07-19
star this property answering body
Department for Work and Pensions more like this
star this property answering dept id 29 more like this
star this property answering dept short name Work and Pensions more like this
unstar this property answering dept sort name Work and Pensions more like this
star this property hansard heading Universal Credit: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons remove filter
star this property question text To ask the Secretary of State for Work and Pensions, what the (a) average and (b) longest response time was to answer universal credit freephone numbers; and how many complaints about telephone response times for those numbers have been made in the last six months for which figures are available. more like this
star this property tabling member constituency Newport East more like this
star this property tabling member printed
Jessica Morden more like this
star this property uin 279395 more like this
star this property answer
answer
unstar this property is ministerial correction false more like this
star this property date of answer less than 2019-09-03more like thismore than 2019-09-03
star this property answer text <p>Universal Credit is a 24 hour, seven days a week, digital service that allows claimants to manage their own data and account online at a time which is convenient for them. Via their account, claimants can check their Universal Credit benefit payments, notify us of changes and record notes via an online journal facility. In addition, established claimants who call the Freephone Universal Credit helpline are connected directly to the person or team who are dealing with the case.</p><p> </p><p>For June 2019 the average speed of answer for a call to the Universal Credit helpline was 2 minutes 39 seconds. The longest response time was 55 minutes 33 seconds. In June we answered 1.2 million calls. The longest response time refers to a single caller and is not reflective of the experience of the majority of our customers.</p><p> </p><p>The average speed of answer measure is the average customer wait time from the point of entering a queue to connection to an agent. This excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers prior to answer.</p><p> </p><p>The information requested about telephony complaints is not available in the format requested and doing so could only be provided at disproportionate cost. We do not capture data specifically on complaints about response times for answering the Universal Credit helpline.</p>
star this property answering member constituency Colchester more like this
star this property answering member printed Will Quince more like this
star this property question first answered
less than 2019-09-03T16:18:26.4Zmore like thismore than 2019-09-03T16:18:26.4Z
star this property answering member
4423
unstar this property label Biography information for Will Quince more like this
star this property tabling member
1548
star this property label Biography information for Jessica Morden more like this