Page 109 - Reforming Benefits Decision-Making

have to call up and wait in the queue every time a claimant needs to do
anything in relation to their UC. Some claimants do get in-person assistance at
a Job Centre, however, again, we were told that to do so they would have had
to try to submit their claim online or have gone through the UC Helpline first.
Another issue flagged by advisors was if a claimant choses to engage via the
telephone, then they are not able to access their journal at all. This means that
those claimants’ advisors also have to wait on the UC helpline to find out
what a note in the claimant’s journal says, even though they would be able to
access the journal on behalf of the claimant.

4.25 All these obstacles lead to an inefficient system which unnecessarily frustrates
users and advisers and causes unacceptable stress and anxiety. In order to
remove as many barriers as possible to individuals getting the assistance they
need to make and manage their UC claims, and to ensure compliance with its
Equality Act duties to provide reasonable adjustments, the DWP should
adopt a ‘no wrong door’ approach to applying for and engaging with UC.
This means that:

a) It should be made clear to people what the UC Helpline can and
cannot assist with before they call.
b) People should be able to go, without an appointment, to their local
Jobcentre, which should have a helpdesk staffed by someone who
will be able to assist them with the application process, including
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explaining the documents and information they need.
c) Independent advisers should be located at Jobcentres to provide
advice on the impact of claiming UC on legacy benefits and overall
entitlement.
d) If someone is not able to engage with the system digitally, there
should be the option of a fully paper-based or telephone-based
system, including the application process and a paper and telephone
alternative to the online journal for ongoing engagement with work
coaches. Ongoing telephone engagement should be directly with the
claimant’s work coach, or at a minimum, their Jobcentre, rather
than through the UC Helpline.

313 We note that the nidirect Help with your Universal Credit claim page directs claimants to their local
Jobs & Benefits office to get help, advice and support with their UC claim.

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