Department for Work and Pensions: Telephone Services
The question
To ask the Secretary of State for Work and Pensions, whether the MP hotline can be used by hon. Members for raising non-emergency queries about claimants who have been sent housing payment demands as a result of being migrated from ESA to Universal Credit.
Answered by Andrew Western
We recognise that for some customers, the transition to Universal Credit can feel complex at the outset. To support individuals during this period, dedicated help is available through our Universal Credit helpline, where colleagues can provide guidance and reassurance tailored to their circumstances.
The Department’s MP Hotlines are specifically intended for urgent, non‑complex enquiries where a claimant may be at risk of harm to their wellbeing, facing an imminent loss of income, or experiencing another situation requiring immediate intervention. As such, they are not designed for routine or non‑urgent matters, including standard enquiries relating to managed migration from Employment and Support Allowance to Universal Credit or issues relating to the issuing of housing payment notifications.
Hon. Members wishing to raise non‑emergency enquiries of this type are encouraged to use the Department’s established written correspondence routes. This ensures that all enquiries are properly logged, triaged, and responded to in a way that allows us to provide thorough and appropriate support to constituents.
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