Source · Select Committees · Public Accounts Committee
Recommendation 4
4
Accepted
Set out how to monitor adequacy and effectiveness of in-house Universal Credit migration support.
Recommendation
The Department’s in-house support for claimants moving to Universal Credit has so far been limited, particularly face-to-face provision, and will need to improve as more vulnerable claimants move from its legacy benefits. The Department’s practical support for Tax Credit claimants moving to Universal Credit has mainly been through its telephone helpline, which received more than 30,000 calls between May and September 2023. The Department also provides face-to-face support at jobcentres and through home visits, although it had conducted just 23 home visits over the same time period. Organisations who work with benefit claimants are concerned about whether enough support is available and about how effective the support is. Ahead of moving claimants of its legacy benefits to Universal Credit from April 2024, the Department has been working to develop an enhanced support package aimed at making sure more vulnerable people claim the benefits they are entitled to. This will include expanding the number of home visits. The Department is recruiting more visiting officers and aims to have 33 supporting the migration programme by June 2024 and 56 by December 2024. It also plans to contact claimants who do not apply for Universal Credit before any decision is made to stop their legacy benefits. Progress in implementing Universal Credit 7 Recommendation 4: The Department should set out what it will do to monitor the adequacy and effectiveness of the in-house support it provides to claimants moving to Universal Credit, particularly whether it has sufficient capacity to meet the need for face-to-face support.
Government Response Summary
The government agrees and will monitor the adequacy and effectiveness of its in-house support for Universal Credit claimants by tracking claimant journeys, phone call volumes, face-to-face referrals, and introducing a Complex Case Coach role for oversight.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented The department has estimated the resource needed for enhanced support and will monitor the journey of claimants who are provided with this support, including claim rates, phone claims and support needed to make a claim. The volume of phone calls made and referrals for face-to-face visits will also be monitored to ensure operational capacity is available to continue to deliver the enhanced support journey. A Complex Case Coach role has been introduced to review cases where the initial stages of the Enhanced Support Journey do not result in a claim to Universal Credit, this will include an assessment of whether a face-to-face visit will be required. The Move to Universal Credit Implementation Control Centre will oversee the monitoring of how many claimants are in the enhanced support journey, paying focus to those who have been receiving enhanced support for a prolonged period and detecting, at an early stage, if there are concerns around resourcing for this function, including the face-to-face support element.