Universal Credit update as DWP confirms 'last resort' reason for closing claims

The Department for Work and Pensions has revealed its approach to handling Universal Credit applicants who are unable to meet certain requirements, specifically those who can't attend a face-to-face identity verification check usually conducted at their local Jobcentre.

Liberal Democrat MP Lisa Smart questioned in a written statement what provisions would be made for people with severe mental health conditions or physical disabilities to ensure they wouldn't be penalised for not being able to attend this check in person.

Sir Stephen Timms, Minister for the Department for Work and Pensions, reassured that several accommodations are available for these claimants.

He detailed the comprehensive process the DWP follows to assist in these checks, stating: "The claim will only be closed as a last resort once all avenues are exhausted. There is an option to reopen the claim once contact is made."

For any claimants worried about these in-person checks, Timms highlighted: "DWP recognises that not all claimants can attend in-person appointments due to health or disability-related barriers. To accommodate this, the department offers multiple identity verification channels."

Online verification could be a viable alternative to in-person checks for some, using passport details or credit reference data to confirm the applicant's identity. Timms clarified: "DWP can conduct biographical interviews by phone or arrange a home visit to verify the claimant's evidence or undertake the biographical questions."

If online verification does not work, telephone or home visits are also an option. This would involve a DWP representative conducting a biographical interview with the claimants over the phone or arranging a visit to their home.

In some cases, claimants may be able to authorise a trusted person to assist with their claim, including the ID verification process. The DWP can appoint this person to help manage the claim, discuss verification options and the available accommodations.

For those required to attend in-person appointments, Timms pointed out: "If a claimant fails to attend, for the next month an agent will endeavour to contact the claimant to understand the reason for non-attendance. They will try numerous times to make contact using the claimant's preferred contact channel.

"Where contact is made there will be an assessment of whether the claimant had a 'good reason', which may include mental health conditions or physical disabilities. The agent will consider whether alternatives to the initial face-to-face appointment are needed, how the claimant can be supported to complete the ID verification process and work with any support network in place."

Claimants from six legacy benefits are transitioning onto Universal Credit through a migration process that also involves verification checks. This includes those on working tax credits, child tax credits, income-related employment and support allowance, income support, income-based jobseeker's allowance, and housing benefits.

Timms clarified that people moving onto Universal Credit through the migration process would "discuss what support they need with appropriately trained agents, so that suitable arrangements can be put in place".

Those affected will receive a migration notice letter informing them of the necessary steps they need to take next in order to maintain their benefit payments and the deadline they have to apply to Universal Credit.