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Social Security Benefits

Answer

Universal Credit is a digital-first service, but it is not digital-only. Support is available by telephone and face to face where appropriate, including for vulnerable claimants or those who cannot access digital services.

Claimants can opt to make and manage their claim by telephone. Work Coaches and Case Managers can use alternative contact methods, with appropriate easements and safeguards in place to help claimants maintain their claim. Home Visits are also made if this is deemed the most appropriate method for the claimant.

Where a claimant cannot manage their affairs independently, an appointee or authorised representative may act on their behalf in dealings with the Department. A representative is any person or organisation acting on behalf of, or making enquiries for, the claimant. This can be arranged at any stage of the claimant’s Universal Credit claim if a claimant is unable to understand more complex issues or unable to maintain their account. This information can only be provided to the third party if there is explicit consent. Certain information, such as documents relating to identification, can never be released to a third party under any circumstances. If the claimant has given consent, then the third party can contact the department by phone on their behalf.

Accessibility needs and reasonable adjustments are considered individually on a case-by-case basis and reviewed regularly.

Secondary information

Type

Written question

Reference

11255

Session

2026-27

Subjects

Jobcentre Plus Social security benefits Telephone services

Link

View this Written question on www.parliament.uk