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<p>The Department follows a test and learn approach to Universal Credit, with a number
of changes being delivered following feedback from stakeholders and other interested
parties during the last few months. These include:</p><ul><li>From 29 November 2017,
introducing Freephone numbers for Universal Credit phone lines.</li><li>From 3 January
2018, extending the repayment period of Universal Credit advances to 12 months, with
claimants now able to apply for up to 100 per cent of their estimated monthly entitlement
upfront (and from July 2018 claimants can apply for an advance online). These can
be paid on the same day where there is urgent need.</li><li>From 14 February 2018,
removing the seven day waiting period that some claimants faced at the start of their
claim.</li><li>From 11 April, providing an additional payment for claimants already
receiving support towards their housing costs of two weeks of their Housing Benefit
to support them as they transfer onto Universal Credit. Claimants will not be required
to repay this money.</li></ul><p>We engage at a personal and individual level with
all of our claimants and are committed to tailoring the support we give, and any conditionality
requirements, to the specific circumstances of the individual. Our work coaches undergo
a comprehensive training and accreditation programme. Telephony or face to face services
are also in place for those vulnerable claimants who cannot self-serve online.</p><p>
</p><p>Universal Support is available to help claimants with the transition to Universal
Credit and we are investing £200 million into budgeting and digital support to help
claimants with the transition to Universal Credit.</p><p> </p><p>In 2016, the Department
trialled a new process for JSA sanctions in response to the Work and Pensions Select
Committee’s recommendations to review the JSA sanction process. The trial involved
6,500 claimants, with the findings (Jobseeker’s Allowance Sanctions Early Warning
Trial Evaluation – Final report) published on 21 May 2018. Given the low proportion
of cases in which claimants provided further evidence and the even lower proportion
of cases where decision outcomes were changed, the Department has decided not to implement
this trial process more widely, and will instead consider alternative processes.</p><p>
</p><p>As part of our test and learn approach we will continue to work closely with
a wide range of stakeholders to ensure Universal Credit continues to be introduced
in a measured and careful way. Universal Credit ensures claimants are better off when
they move into work, by smoothing the transition into work and replacing the benefits
cliff edge of the past.</p>
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