Page 118 - Reforming Benefits Decision-Making

Signposting

4.43 Good signposting by the DWP at the start of, and during, the benefits
application process is an important opportunity to provide claimants with
information on what advice and support is available and how they can access
it.

4.44 The DWP already do some signposting, but it is limited and inconsistent.
Online the UC webpages only signpost to Help to Claim or the UC helpline
and there is no signposting during the online UC application process. The
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gov.uk/pip page directs claimants to either Citizens Advice or a ‘local support
organisation’. The latter link takes you through to a Government ‘find a
344
community support group or organisation page’ which asks you to enter
your postcode and then directs you to your local council’s website. However,
often the page it directs you to is “page is not found” and even where the link
does work it was difficult to find any specific benefits related advice on the
council’s website.

4.45 Consultees and Working Party members, thought that the current signposting
in DWP decision letters and mandatory reconsideration notices was
particularly inadequate, given the importance of advice at this stage of the
process. Currently DWP letters contain the following by way of signposting:

Support and advice

If you need help or advice to decide what to do, you can talk to
your carer, family or friends.

343 The UC “how to claim” webpage, includes signposting to Help to Claim and the Universal Credit
You could also contact a local support organisation who can
helpline. The “apply for universal credit” webpage only signposts to the UC Helpline. There is
provide independent help and support – for example, the
signposting to Help to Claim and the UC helpline on the understandinguniversalcredit.gov.uk pages
Citizens Advice Bureau. You can find details online, at your
however these are not linked to from the gov.uk UC pages. The Universal Credit: Health conditions
local library or in the telephone directory.
and disability guide contains a section ‘Get help to make your Universal Credit Claim’, which
signposts to Help to Claim. The guide states that if you need help completing the UC50 questionnaire

to ask a friend, relative, carer or support worker and if you still need help or have not one to support
If you need help managing your money please contact the
then to contact the Centre for Health and Disability Assessments (CHDA) with a link to their website.
Money Advice Service….
The CDHA provides a helpline to call “if you need help filling in the form”. The UC50 form states that

if you need help filing in the questionnaire you can call the Universal Credit Helpline.
344 Gov.uk, ‘Find a community support group or organisation’.

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