Universal Credit: Disability
The question
To ask the Secretary of State for Work and Pensions, what steps he is taking to ensure that the process of applying for and being in receipt of Universal Credit is accessible for individuals with autism.
Answered by Sir Stephen Timms
The Department is committed to ensuring Universal Credit is accessible to autistic customers, and focused on understanding the barriers autistic people may face when visiting Jobcentres and using our services. The Autism Standards Framework provides resources informed by autistic people’s feedback and helps Work Coaches offer tailored support. Accessibility needs are recorded throughout the customer journey so agreed adjustments can be delivered, and these arrangements are kept under review.
DWP staff are trained to identify and support customers with complex needs, including autism. Over 4,000 DWP healthcare professionals have completed training to improve support for autistic people and those with learning disabilities. Work Coaches provide face-to-face support, referrals to specialist services and tailored support plans. Site leaders also use the Leader’s Place-Based Checklist to improve support for staff and claimants.
As Universal Credit is a digital-first service, alternative channels are available for people who cannot use digital services. Universal Credit offers alternative support for claimants who cannot use online services, including telephone claims, printed correspondence, tailored appointments and extra help to understand customer responsibilities. Additional support is available through Help to Claim, delivered by Citizens Advice, to establish the claim. Appointees or authorised representatives can also act on a customer’s behalf where needed.
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