Universal Credit
The question
To ask the Secretary of State for Work and Pensions, what his Department's policy is for staff (a) reviewing and (b) interviewing Universal Credit claimants records ahead of conducting appointments.
Answered by Sir Stephen Timms
The Department for Work and Pensions expects staff to use relevant information held on DWP systems when preparing for and conducting Universal Credit appointments.
This includes reviewing claimant circumstances, work search activity, agreed requirements and any evidence or updates provided through the claimant’s Universal Credit account.
Line Managers also case review with Work Coaches during coaching sessions, one-to-one meetings and training. Work Coaches may seek additional support and advice from specialist Work Coaches such as Disability Employment Advisers and Domestic Abuse Champions.
During appointments, Work Coaches use this information to discuss progress, tailor support and ensure claimants understand what is required of them. Staff then update the claimant’s account in readiness to review next time.
Staff are also expected to consider individual circumstances, including health conditions, vulnerabilities or barriers to work, and adapt their approach where appropriate.
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