Source · Select Committees · Public Accounts Committee
Recommendation 20
20
Department's UC migration support relies heavily on helplines, with minimal home visits provided.
Conclusion
The Department provides practical support for claimants moving from legacy benefits to UC through a variety of channels including online through the gov.uk website, via a free telephone helpline, and face-to-face at jobcentres and through its home visiting service. So far, the Department’s support for Tax Credit claimants moving to UC has been mainly through its telephone helpline, which received more than 30,000 calls from May to September 2023. In contrast, over the same period, the Department had conducted just 23 pre-claim home visits.42