Source · Select Committees · Public Accounts Committee
Recommendation 18
18
Department does not fully understand why legacy benefit claimants fail to transfer to Universal Credit.
Conclusion
The Department does not fully understand why some people on legacy benefits do not transfer to UC.35 It told us that it drew some comfort about the non-claim rate from 28 C&AG’s Report, paras 2.11, 2.12, Figure 12 29 Qq 93–94 30 Q 75 31 C&AG’s Report, para 2.11 32 Qq 18–21 33 Q 21 34 Qq 20, 76 35 C&AG’s Report, para 14 14 Progress in implementing Universal Credit the very low level of complaints received.36 On the day of our evidence session, it published statistics showing that, from April to December 2023, it received 20 complaints about the migration process.37 We asked whether there was a point at which the Department would consider the non-claim rate was too high. The Department said it would be concerned if people were going to their MP, for example, and reporting they had not understood the migration process and had been left without support.38