Helping someone claim

3. Getting help with an application

If someone needs help with an application, they should ask straight away – the sooner they apply for Universal Credit, the sooner they will get their first payment.

There are 2 ways to get help with a Universal Credit application:

Help to Claim

Help to Claim can provide support in the early stages of a Universal Credit claim, from the online application, through to support with the application before the first full payment.

It’s a free, independent, confidential and impartial service provided by trained advisers from Citizens Advice. They can help with things like how to gather evidence for the application or how to prepare for the first jobcentre appointment.

Get Help to Claim:

If you live in England and Wales

If you live in Scotland

Universal Credit helpline

The applicant should contact the Universal Credit helpline if they:

  • cannot use digital services at all, this might be due to a disability or their circumstances
  • have a question about their claim and can’t access their online claim

During the coronavirus outbreak

To help us get through the unprecedented number of Universal Credit claims, we’ve changed how we process them. This means there is no need to call us. If we need to check any information provided as part of your claim with you – we will call you. Don’t worry, we are working hard to progress all of the claims. There is no need to contact us to check progress.

You should apply for Universal Credit online. You do not need to call DWP to arrange an appointment and you shouldn’t attend the jobcentre. We will know that you have applied and will contact you if we need any more information from you to process any payment you are due. We will put a note into your online account and follow up with a phone call – this may appear as a private number. Please check your online account and look out for calls from us.

We are working hard to ensure the online application reflects these changes – in the meantime please do not call us. If you’ve recently applied for Universal Credit, your claim starts the day you submit your application online. This date is not reliant on your identity being verified online or linked to the date of any further contact.

DWP will never text or email asking for personal information or bank details.

If you cannot use digital services at all, Universal Credit applications can still be made over the phone.

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