The Department for Work and Pensions (DWP) Managed Migration of Universal Credit is one of the biggest changes to social security benefits in recent times.

Challenges of moving to Universal Credit (UC)

Migrating to Universal Credit presents a number of challenges for people who: 

• have been on benefits for many years. Applying for UC requires acceptable forms of identification which some people may not have. 
• are digitally excluded.
• have mental or physical conditions and are unable to travel to a Jobcentre Plus where support to apply for UC is available. 

These challenges can potentially result in a delay in applying for UC, and possibly result in a period where people have no financial support. 

HOW TO SUPPORT PEOPLE IN ADVANCE OF RECEIVING A DWP MIGRATION NOTICE LETTER

People could be supported to be better prepared by informing them of the following:

• they will need to have appropriate forms of ID.  This is so that when they are invited to apply for UC, they will be required to verify their identification.  Appropriate forms of ID include: debit card or credit card, passport, driving licence, a recent payslip or P60.  
• they will need to access a computer with internet access because the application form is online
• after they have submitted an application form, the DWP will communicate with them about their claim using an online journal. Alternatively, they may use a  mobile phone to receive and respond to messages from DWP.

SUPPORT WITH APPLYING FOR UNIVERSAL CREDIT

For how to claim Universal Credit online or by phone, see section 6 of Universal Credit Managed Migration on the Practice Guide.

Support to apply for Universal Credit is available from:

CITIZENS ADVICE's FREE HELP TO CLAIM SERVICE

The service provides:

• 'Talk to an adviser' webchat located at the bottom of your screen when you visit the Help to Claim - Citizens Advice website
• help in a language that isn’t English
• text relay or British Sign Language video call service
• phone number to speak to an adviser on freephone 0800 144 8 444
  

DWP's UNIVERSAL CREDIT FREE HELPLINE

• The helpline provides direct contact with the Universal Credit team on Freephone 0800 328 5644

GOVERNMENT's YOUTUBE VIDEO ON HOW TO CLAIM UNIVERSAL CREDIT

• A Gov.UK YouTube video is available showing a step-by-step guide on how to claim UC.  The video is 8 minutes long and includes British Sign Language and a written transcript.

DWP’s ENHANCED CUSTOMER SERVICE

• For people who are unable to make a claim for UC, they should contact their local Jobcentre Plus to be connected to the Enhanced Customer Service. In some circumstances, the DWP will contact a claimant directly and offer the Enhanced Customer Service.  
• The Enhanced Service will send a SMS to the claimant to initiate contact.  Depending on the circumstances, the support offered may be a pre-termination check that is carried out prior to the deadline date to make a claim, a referral for a home visit or a referral to a Complex Case Coach. 

SUPPORT IF THE FIRST UNIVERSAL CREDIT PAYMENT IS DELAYED

If there is a delay in receiving UC payments, the following support is available:

• Food banks

The Camden Council website provides information on help to access food.  It includes food banks in Camden operated by The Trussell Trust as well as a Camden Find Food website which includes access to community fridges and ready to eat meals.  

• Purchase card payments

Practitioners who are supporting a resident who is in severe financial hardship and cannot afford necessities may be able to use the ASC Purchase Card Scheme to purchase one-off low cost items. 

Further details about the Purchase Card Scheme is available in the above link. 

• Grants and funds from the Money Advice Camden service (formerly Tackling Poverty team)

Camden residents who cannot afford essentials such as food, bills or housing, may be eligible for a payment from the Cost of Living Fund or Household Support Fund.  

Residents need to register with the free Money Advice Camden service so that they may be supported to access all the payments they are eligible for.