claiming UC by phone

In fact their full service guidance (which was deposited in the House of Commons Library in October 2016 by Lord Freud and can be accessed from our resources page) is not helpful - it says can be done online with help over the phone which is different from making the claim by phone.

That’s the only other guidance I know - I can raise the issue via stakeholders…

Anyone know if figures are available to show how many people have made a claim for full service UC by telephone, as opposed to online?

edit:
We have been told that for those unable to use digital services, “assistance” is available by phone to make the claim.

I was wondering how often that happens, or if such claims are even logged separately from UC claims which don’t require telephone help/assistance.

clive - 23 February 2017 02:00 PM

Apols if revisiting a sorted issue but am aware that the regs and guidance (as below) allow for a telephone claim for UC.

My question is - are there any national guidelines and examples by the DWP? It’s no good telling people this to be told on the UC helpline it is not possible!

Ref: Reg 8 of the UC, PIP, JSA and ESA (claims and Payment) regs 2013 No 380 and para A2028 of the claims guidance:  https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/563896/adma2.pdf - says:

“A2030 A claim to UC may be made by telephone call to a telephone number specified by the Secretary of State
1. if the claim falls within a class of case for which the Secretary of State accepts telephone claims or
2. where in any other case the Secretary of State is willing to do so”

“Note: Telephone claims will be accepted from claimants who do not have access to or cannot use a computer. “

The closest example they give is inviting into the office someone with difficulties speaking English.

CPAG’s Welf Bens Handbook say: “If you need support (eg, if you cannot use a computer), a one-to-one telephone service is available on 0345 600 0723 (textphone 0345 600 0743) and a DWP adviser completes an online form on your behalf. “

Ostensibly this FOI request is unconnected to the post, but see the two last paragraphs below - :

If they make a claim in an area offering the full UC service then they will be unable to proceed without entering a telephone number in the mobile phone box. A landline number would let you proceed further. However, everyone who makes a claim will need an email address. This is to enable a security feature which uses a code, sent via email, to progress the claim.
DWP Central Freedom of Information Team
e-mail: .(JavaScript must be enabled to view this email address) Our Ref: FoI 2121 DATE: 5 July 2016
We would actively encourage people to use the service in a digital manner in every instance but we understand there are circumstances in which this is not an appropriate means of claiming and so alternative routes are on offer such as telephony or visiting a Jobcentre where a work coach is on hand to offer support and assistance.

[/How to make a claim for Universal Credit without entering mobile ...
https://www.whatdotheyknow.com/request/how_to_make_a_claim_for_universa
7 Jun 2016 - However, the online claim form for Universal Credit does not allow a claim to proceed without entering a mobile phone number and an email address. ... If your email is a Freedom of Information request you can normally expect a ... Claiming New Style ESA or JSA when entitled to UC; Credits only UC claim.quote]

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Oh gawd apologies i was quickly skim reading, and didn’t read the dates of the posts!