Department for Work and Pensions: Advisory Services
The question
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that advice services can meet increased demand.
Answered by Sir Stephen Timms
The Department for Work and Pensions provides a range of support to customers claiming Universal Credit. This includes a dedicated Universal Credit helpline, information on gov.uk, face to face support in Jobcentres as well as support from the Help to Claim service.
Help to Claim is delivered independently by Citizens Advice, in partnership with Citizens Advice Scotland, to provide practical tailored support to enable individuals to make a new claim to Universal Credit or move from legacy benefits. Help to Claim is available to anyone making a claim to Universal Credit and is focussed on providing help that meets an individual’s needs at any time until the first full payment of Universal Credit is made.
The Department for Work and Pensions forecasts demand as part of its Grant Funding Agreement with Citizens Advice to ensure they have the resources required to deliver Help to Claim. Since April 2019, Help to Claim has supported over 1.1 million people, with 9 in 10 people rating their overall experience as good or very good and would recommend it to friends and family.
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