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<p>The Department takes seriously the need to support claimants during the COVID-19
outbreak, and wants Universal Credit to be easy to access. It is designed to be a
‘digital-first’ service, ensuring we make best use of technology to deliver a modern
and effective working-age welfare system. This allows our staff to concentrate on
those people who require additional support through different channels.</p><p> </p><p>Although
the Department offers comprehensive support for claimants to use our digital service,
there will be occasions when people are unable to make their claim online, so telephone
applications can be accepted through the Freephone Universal Credit Helpline.</p><p>
</p><p>Jobcentres are currently closed to claimants, except for the most complex cases
where help can only be delivered face-to-face. As a consequence, new Universal Credit
claimants will have their identity verified by telephone through the use of biographical
questions generated by information already held by the Department.</p>
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