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Written question asked by Neil Gray (Scottish National Party) on Thursday, 14 January 2021, in the House of Commons. It was due for an answer on Tuesday, 19 January 2021 (named day). It was answered by Will Quince (Conservative) on Tuesday, 19 January 2021 on behalf of the Department for Work and Pensions.

Universal Credit: ICT

Question

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 13 January 2021 to Question 134451 on Universal Credit: Maladministration, for what reason can welfare benefits staff retrospectively amend information they have posted to a claimant's universal credit journal; and if she will make a statement.

Answer

Universal Credit guidance is routinely published in the House of Commons’ Library. Guidance is themed by topic and work areas; within these instructions the role of the journal is outlined, including how and when it should be used for messaging claimants.

Journal entries can be deleted in specific circumstances, including where messages are addressed to the wrong claimant, personal or sensitive information has been added, or an incorrect letter has been uploaded. However, as stated in my response to Question 134451, claimants should receive an explanation to explain any changes to their journal messages. There are exceptions to providing explanation of amendments which can apply if it would be inappropriate to do so due to a claimant’s personal circumstances.

Secondary information

Type
Written question
Reference
137946
Session
2019-21
Related items
Universal Credit: Maladministration
Wednesday, 13 January 2021
Written questions
House of Commons
Grouped for answer
Yes
Subjects
ICT Universal credit
Link
View this Written question on www.parliament.uk