Page 141 - Reforming Benefits Decision-Making

33. All forms, key information and guidance and letters from the DWP should be
(i) in plain English; (ii) available in easy read, Braille, audio, large print and
BSL if required; and (iii) should be available in the most prevalent languages
of those applying (para 4.18).

34. 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 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
(para 4.25).

35. Consideration should be given to making it easier for a UC claimant to secure
their date of claim, in advance of completing all sections of the online form
(para 4.26).

36. Legal aid funding be reinstated for early benefits advice (para 4.32).

37. We support the Work and Pension Select Committee’s recommendation that
“the Department invests in expanding and developing Help to Claim so that
the service can provide support to people beyond the application process. This
should include debt advice, support for people who are struggling with
Advance repayments, and tailored support for people with complex needs
who need additional support throughout their claim. The service should also
offer digital support—for example, supporting people to make use of the
online journal to maintain their claim” (para 4.35).

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