The Department makes use of a range of channels to increase understanding of Universal Credit through social media and wider advertising. This includes signposting to sources of information which are written in an \u2018easy-to-read\u2019 format to help people make decisions on whether Universal Credit is appropriate for their circumstances.<\/p>
<\/strong><\/p> We publish information in two key locations to help improve awareness of, and how to claim Universal Credit, which can be found at the following websites:<\/p> <\/p> https://www.understandinguniversalcredit.gov.uk/making-a-claim/before-you-claim/<\/a><\/p> <\/p> https://www.gov.uk/government/collections/universal-credit-detailed-information-for-claimants<\/a><\/p> <\/p> If a person wishes to claim Universal Credit but requires assistance, they are clearly directed to either the Help to Claim service, or to the Universal Credit telephone helpline. Both can be useful to anyone who cannot use digital services.<\/p> <\/p> Citizens Advice and Citizens Advice Scotland have been delivering the \u2018Help to Claim\u2019 service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support from helping people make a Universal Credit claim up to receiving their first full correct payment on time. This service is available online, on the phone and face-to-face through local Citizen\u2019s Advice services.<\/p> <\/p> We regularly engage with a range of stakeholders, including welfare rights organisations, to ensure we gather and understand a diverse range of opinions, which helps us to design improvements to Universal Credit.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
, "answeringMemberConstituency" : {"_value" : "Colchester"}
, "answeringMemberPrinted" : {"_value" : "Will Quince"}
, "dateOfAnswer" : {"_value" : "2019-10-31", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : {"_value" : "6509"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-31T17:51:08.3Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-28", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether she plans to publish easy-to-read guidance on making a non-digital claim for universal credit.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "6508"}
, {"_about" : "http://data.parliament.uk/resources/1166657", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1166657/answer", "answerText" : {"_value" : " The Department makes use of a range of channels to increase understanding of Universal Credit through social media and wider advertising. This includes signposting to sources of information which are written in an \u2018easy-to-read\u2019 format to help people make decisions on whether Universal Credit is appropriate for their circumstances.<\/p> <\/strong><\/p> We publish information in two key locations to help improve awareness of, and how to claim Universal Credit, which can be found at the following websites:<\/p> <\/p> https://www.understandinguniversalcredit.gov.uk/making-a-claim/before-you-claim/<\/a><\/p> <\/p> https://www.gov.uk/government/collections/universal-credit-detailed-information-for-claimants<\/a><\/p> <\/p> If a person wishes to claim Universal Credit but requires assistance, they are clearly directed to either the Help to Claim service, or to the Universal Credit telephone helpline. Both can be useful to anyone who cannot use digital services.<\/p> <\/p> Citizens Advice and Citizens Advice Scotland have been delivering the \u2018Help to Claim\u2019 service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support from helping people make a Universal Credit claim up to receiving their first full correct payment on time. This service is available online, on the phone and face-to-face through local Citizen\u2019s Advice services.<\/p> <\/p> We regularly engage with a range of stakeholders, including welfare rights organisations, to ensure we gather and understand a diverse range of opinions, which helps us to design improvements to Universal Credit.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
, "answeringMemberConstituency" : {"_value" : "Colchester"}
, "answeringMemberPrinted" : {"_value" : "Will Quince"}
, "dateOfAnswer" : {"_value" : "2019-10-31", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : {"_value" : "6508"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-31T17:51:08.343Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-28", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, if she will consult (a) welfare rights advisers and (b) professionals with experience of supporting people with complex needs on drafting guidance on making a non-digital claim for universal credit.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "6509"}
, {"_about" : "http://data.parliament.uk/resources/1166658", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1166658/answer", "answerText" : {"_value" : " The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a \u2018digital-first\u2019 service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.<\/p> <\/p> Any digital claim can be treated as a non-digital claim. For instance, if a claimant\u2019s circumstances change and contacting them digitally is no longer suitable for a short or significant period of time, agents can annotate the claim and take the same action as they would have if the claim had originally made as a non-digital claim.<\/p> <\/p> We are already committed to placing Universal Credit guidance in the House of Commons Library and last updated it on 28 March 2019.<\/p> <\/p> Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey<\/a><\/p> <\/p> All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline \u2013 which is clearly displayed on GOV.UK.<\/p> <\/p> Citizens Advice and Citizens Advice Scotland have been delivering the \u2018Help to Claim\u2019 service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen\u2019s Advice services.<\/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, and so telephone applications can be accepted. In these instances, information normally available through a claimant\u2019s online account, will be communicated in an alternative format which is best suited to an individual\u2019s circumstances.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
, "answeringMemberConstituency" : {"_value" : "Colchester"}
, "answeringMemberPrinted" : {"_value" : "Will Quince"}
, "dateOfAnswer" : {"_value" : "2019-10-31", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-31T17:59:57.96Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-28", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether an online universal credit claim can be converted into a non-digital claim.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "6510"}
, {"_about" : "http://data.parliament.uk/resources/1156206", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1156206/answer", "answerText" : {"_value" : " The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a \u2018digital-first\u2019 service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.<\/p> <\/p> We are already committed to placing Universal Credit guidance in the House\u2019s Library and last updated it on 28 March 2019.<\/p> <\/p> Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey<\/a><\/p> <\/p> All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline \u2013 which is clearly displayed on GOV.UK.<\/p> <\/p> Citizens Advice and Citizens Advice Scotland have been delivering the \u2018Help to Claim\u2019 service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen\u2019s Advice services.<\/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, and so telephone applications can be accepted. In these instances, information normally available through a claimant\u2019s online account, will be communicated in an alternative format which is best suited to an individual\u2019s circumstances.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
, "answeringMemberConstituency" : {"_value" : "Colchester"}
, "answeringMemberPrinted" : {"_value" : "Will Quince"}
, "dateOfAnswer" : {"_value" : "2019-10-29", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "5095"}
, {"_value" : "5097"}
, {"_value" : "5098"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-29T16:42:10.36Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-24", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, whether people are entitled to claim universal credit by telephone; and if she will place in the Library a copy of her Department's internal guidance for staff on accepting telephone claims for universal credit.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "5094"}
, {"_about" : "http://data.parliament.uk/resources/1156207", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1156207/answer", "answerText" : {"_value" : " The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a \u2018digital-first\u2019 service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.<\/p> <\/p> We are already committed to placing Universal Credit guidance in the House\u2019s Library and last updated it on 28 March 2019.<\/p> <\/p> Our Universal Credit Claimant Survey, found that 98 per cent of claimants have internet access and did claim online, and the majority of those said they found the claim process overall to be straightforward. This can be accessed at: https://www.gov.uk/government/publications/universal-credit-full-service-claimant-survey<\/a><\/p> <\/p> All Jobcentre Plus offices across the country have Wi-Fi and computers available for claimants to access the internet. For those that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline \u2013 which is clearly displayed on GOV.UK.<\/p> <\/p> Citizens Advice and Citizens Advice Scotland have been delivering the \u2018Help to Claim\u2019 service on a pilot basis since April 2019. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen\u2019s Advice services.<\/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, and so telephone applications can be accepted. In these instances, information normally available through a claimant\u2019s online account, will be communicated in an alternative format which is best suited to an individual\u2019s circumstances.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4423", "label" : {"_value" : "Biography information for Will Quince"}
}
, "answeringMemberConstituency" : {"_value" : "Colchester"}
, "answeringMemberPrinted" : {"_value" : "Will Quince"}
, "dateOfAnswer" : {"_value" : "2019-10-29", "_datatype" : "dateTime"}
, "groupedQuestionUIN" : [{"_value" : "5094"}
, {"_value" : "5097"}
, {"_value" : "5098"}
], "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-29T16:42:10.407Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-24", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, what guidance her Department has issued on making a claim for universal credit by telephone.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "5095"}
, {"_about" : "http://data.parliament.uk/resources/1156212", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1156212/answer", "answerText" : {"_value" : " Service centre calls are recorded and retained for a period of 14 months; this includes inbound and outbound calls to and from UC telephony service centres and any transfers within the service centres.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4513", "label" : {"_value" : "Biography information for Mims Davies"}
}
, "answeringMemberConstituency" : {"_value" : "Eastleigh"}
, "answeringMemberPrinted" : {"_value" : "Mims Davies"}
, "dateOfAnswer" : {"_value" : "2019-10-29", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2019-10-29T11:52:00.357Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "29"}
, "answeringDeptShortName" : {"_value" : "Work and Pensions"}
, "answeringDeptSortName" : {"_value" : "Work and Pensions"}
, "date" : {"_value" : "2019-10-24", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Universal Credit: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Secretary of State for Work and Pensions, with reference to the Answer of 3 April 2019 to Question 238679 on Universal Credit: Telephone Services, whether calls which are transferred to a different case manager or helpline advisor continue to be (a) recorded and (b) retrievable; and what steps she is taking to ensure that all calls on universal credit are recorded to maintain a complete record of a claimant's interactions with the Department.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4665", "label" : {"_value" : "Biography information for Laura Pidcock"}
}
, "tablingMemberConstituency" : {"_value" : "North West Durham"}
, "tablingMemberPrinted" : [{"_value" : "Laura Pidcock"}
], "uin" : "5096"}
, {"_about" : "http://data.parliament.uk/resources/1156214", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1156214/answer", "answerText" : {"_value" : " The Department takes seriously the need to support vulnerable claimants, and wants the application process for Universal Credit to be as quick and easy as possible, ensuring that claimants receive money at the earliest opportunity. It is designed to be a \u2018digital-first\u2019 service, ensuring we make best use of technology to deliver a modern and effective working-age welfare system, allowing our staff to concentrate on those people who require additional support.<\/p> <\/p> We are already committed to placing Universal Credit guidance in the House\u2019s Library and last updated it on 28 March 2019.<\/p> <\/p>