Source · Select Committees · Work and Pensions Committee
Recommendation 30
30
Paragraph: 132
We recommend that the Department invests in expanding and developing Help to Claim so that...
Recommendation
We recommend that the Department invests in expanding and developing Help to Claim so that the service can provide support to people beyond the application process. This should include debt advice, support for people who are struggling with Advance repayments, and tailored support for people with complex needs who need additional support throughout their claim. The service should also offer digital support—for example, supporting people to make use of the online journal to maintain their claim. This would bring Help to Claim closer to the original plans for Universal Support.
Paragraph Reference:
132
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.