Recording of phone calls to UC helpline when no active claim
Written answer yesterday advised that content of phone calls to UC helpline when no active claim is not noted anywhere but all calls recorded so can get copy -
All calls taken by helpline staff and case managers in UCFS are recorded in full and are retrievable from our telephony provider based on the originating telephone number.
For callers with an active claim, agents will update the Universal Credit system with any relevant information from the call to allow for a continuous service across multiple interactions. Where a caller does not have an active claim this is not possible and the call recording would be the repository for the content of the call.