Source · Select Committees · Work and Pensions Committee
Recommendation 29
29
Paragraph: 131
Help to Claim is a hugely valuable service for people who are applying for Universal...
Conclusion
Help to Claim is a hugely valuable service for people who are applying for Universal Credit. But its focus is on helping people to complete their initial claim. It does not provide support for people throughout their claim, to help them to manage debt, personal budgeting, and maintaining their claim through their online journal. In that respect, Help to Claim is still a long way from providing the support originally envisaged as integral to the successful rollout of Universal Credit. We cannot agree with the assertion made by Neil Couling, Senior Responsible Owner for Universal Credit, that the Department is currently providing a “de facto Universal Support”.
Paragraph Reference:
131
Government Response
Not Addressed
HM Government
Not Addressed
The previous Universal Support offer had met with regular criticism from stakeholders, including the Work and Pensions Select Committee, which described support as inconsistent and “far from Universal”. Help to Claim replaced the previous Universal Support offer in April 2019, and is delivered alongside existing support that the Department provides. From its start, Help to Claim demand has steadily increased and in the first year of delivery over 250,000 people received support. The feedback has demonstrated that the offering has been positively received and that 95% of claimants accessing Help to Claim in England and Wales, and 90% in Scotland, rated the support as good or very good. Help to Claim continues to offer tailored and practical support to help people make a UC claim and use their on-line journal, up to receiving their first full correct payment on time. Through Help to Claim, Citizens Advice and Citizens Advice Scotland can help signpost and connect claimants to other support services, including debt advice, budgeting support and digital skills – within Citizens Advice or Citizens Advice Scotland, or through other, trusted organisations to ensure that claimants receive relevant, often localised, support as needed. Additional support is available through the Money and Pensions Advisory Service.