Universal Credit: Single Parents

The Department for Work and Pensions is committed to ensuring the accuracy of Universal Credit (UC) assessments and minimising overpayment errors for all claimants.

Improving Accuracy of Assessments

We have strengthened internal quality assurance processes and agent performance monitoring to ensure UC assessments are completed accurately, including:

• Targeted training

• Enhanced guidance

• Use of automated checks to reduce manual error.

We also continue to refine our data-sharing arrangements with other government departments to ensure timely and accurate information is used in assessments.

Preventing Overpayment Errors

The Department has introduced several measures to reduce overpayments, including:

• Enhanced Support Journey (ESJ) - Tailored support for claimants with complex needs, including working single parents, delivered through proactive outreach such as phone calls and home visits.

• Simplified Communications - Improvements to UC statements and letters to help claimants better understand their responsibilities and entitlements.

• Digital and Non-Digital Access Routes - Ensuring claimants can access support via telephone and face-to-face appointments where digital access is limited.

• Fraud and Error Reduction Initiatives - Focused interventions to reduce fraud-related overpayments, particularly in cases where claimants fail to engage with verification processes.

These efforts have contributed to a reduction in the UC overpayment rate from 12.4% in 2023/24 to 9.7% 2024/25. The Department remains committed to further reducing error rates and improving outcomes for all UC claimants.