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760283
star this property registered interest false more like this
star this property date less than 2017-09-13more like thismore than 2017-09-13
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
unstar this property hansard heading Universal Credit: Telephone Services more like this
star this property house id 1 more like this
star this property legislature
25259
unstar this property pref label House of Commons more like this
star this property question text To ask the Secretary of State for Work and Pensions, what steps his Department has taken to reduce waiting times on the universal credit telephone line in advance of a potential increase in the volume as calls arising from full service rollout. more like this
star this property tabling member constituency South Cambridgeshire more like this
star this property tabling member printed
Heidi Allen more like this
star this property uin 105003 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2017-10-09more like thismore than 2017-10-09
star this property answer text <p>The Universal Credit Full Service was expanded to an additional 29 Jobcentre sites in July and rollout will continue this month, with new claims and changes of circumstance reported online in the vast majority of all cases. All customers have an online account, online statement and journal for interacting with their dedicated Case Manager and Work Coach.</p><p> </p><p>We endeavour to resolve all enquiries from our customers at the point of contact, whether that be face-to-face, online, or on the phone. The percentage of calls being received as a proportion of our total caseload has been steadily falling this year, as customers interact more online, and we will continue to invest to make more functionality available online – for example, customers can now update their Claimant Commitments online before and after their meetings with the Work Coach, helping record job search as customers take the next steps forward into work.</p><p> </p><p>Every week we match the required capacity and resources to our telephony forecast to ensure we meet demand and deliver a good service across our channels. This capacity is organised to scale up in line with new claims as the service expands further to ensure a good customer service and experience.</p>
star this property answering member constituency East Hampshire more like this
star this property answering member printed Damian Hinds remove filter
star this property question first answered
remove filter
star this property answering member
3969
star this property label Biography information for Damian Hinds more like this
star this property tabling member
4516
star this property label Biography information for Heidi Allen more like this