UC is administered by the DWP. It is an online system, (but see below for alternative ways of making a claim), and claims should be made via www.gov.uk/apply-universal-credit. If you have the digital skills needed make an online claim but don’t have access to a computer, you may be able to make your claim using a computer at a local library or Jobcentre. If you claim online, you will need to ensure you can access your UC account regularly to check for messages and tasks.
You register your details, set up an online account and then make a claim, adding details of employment, income, savings, sickness, housing costs and other people who live with you. If you live with a partner, you will need to set up separate online accounts and then link your claims, so your joint circumstances are considered when your UC entitlement is calculated. This is the case even if your partner is not entitled to UC, for example if they do not have the right to claim benefits in the UK.
After submitting a claim, you will need to attend an initial interview at the Jobcentre. You may need to verify your ID at this appointment if you were unable to do so online. You will also be asked to discuss and sign your ‘claimant commitment’, which details what actions you will need to do to maintain your UC claim and avoid sanctions. You may be asked to call the UC helpline to book this interview, or UC may indicate that they will call you. Calls from UC may come from an 0800, withheld or private number so it is important that you don’t ignore these at the start of your claim.
Telephone claims
If you are unable to make an online claim, you can make a telephone claim by calling:
- The UC helpline 0800 328 5644 (England, Scotland and Wales)
- Northern Ireland claims 0800 012 1331
- Welsh language 0800 328 1744
- Textphone 0800 328 1344
If you cannot make a telephone claim, the DWP can arrange a home visit to support with a claim in exceptional circumstances.
When your claim starts
Your claim only begins from when it is fully submitted so if you don’t complete the application on the day that you start it, your entitlement won’t usually start until you submit a completed claim. Do not delay your claim – if you need to collect evidence to support your claim, you can continue to do this whilst waiting for your Jobcentre appointment.
Actions and ‘to do’ tasks
One common problem with claims is that people don’t complete tasks they have been set by the DWP. Your UC account will have a “To Do” list tab which details the actions you need to complete, and the date that you need to complete them by. Ensure that you check and complete this “To Do” list regularly, particularly in the early days of your claim to ensure that you supply information, respond to requests and complete actions within the deadlines.
