In return for receiving Universal Credit you will need to do certain things. If you are able to prepare or look for work, this will include attending appointments with your work coach.
At the moment these could be by phone or safely in our Jobcentres and we’re starting to offer video calls too.
No matter how your appointment is due to be held, it’s important that you attend. If you are asked to attend an appointment but don’t attend and don’t have a good reason why, your Universal Credit payments will be affected.
If there is a good reason why you can’t attend, let us know as soon as possible.
You will be required to wear a face covering when entering a jobcentre, unless you are in an exempt category. Do not visit a jobcentre if you have any symptoms of coronavirus. Please also follow the latest government guidance on meeting with others safely and lockdown restrictions.
You do not need to come to the jobcentre unless we ask you to do so. If you need to contact us, the quickest way to do this is online or by phone. If you do need to visit a jobcentre, they are open and one of our colleagues will be able to assist you.
You still need to tell us if anything changes – use the ‘Report a change of circumstances’ link in your online account. If you’re already claiming Universal Credit and think you may have been affected by coronavirus, please contact your work coach as soon as possible.
DWP will never text or email asking for personal information or bank details.
Read more about coronavirus and Universal Credit.
What is asked of you will depend on your situation, and will be recorded in your Claimant Commitment
If you fail to do what you have agreed in your Claimant Commitment without good reason, your Universal Credit payments may be reduced for a set period. This is known as a sanction.
If you are asked to attend a work search review but don’t attend and don’t have a good reason why, you will receive a sanction until you arrange and attend another work search review.
There are different levels of sanctions and they’re decided based on the reason for the sanction. If you have had previous sanctions, this may mean new sanctions will be for a longer period.
If you claim Universal Credit as a couple and only one of you doesn’t meet their responsibilities, you may receive a sanction to your joint payment.
If you receive a sanction and you think this is wrong, you can ask for it to be looked at again. This is known as a mandatory reconsideration
Help if your payment is stopped or reduced
You can ask for a hardship payment if you have received a sanction and can’t pay for basic needs such as rent, heating or food.
You will need to pay back your hardship payment a bit at a time from your future Universal Credit payments, so they will be lower until you pay it back.
To apply for a hardship payment you’ll need to:
- be 18 or over
- show that you’ve tried to find the money from somewhere else, and
- show that you’ve tried to only spend money on essentials
To ask for a hardship payment call the Universal Credit helpline