Making a claim

3. Your jobcentre appointment

Changes to jobcentre appointments during the coronavirus outbreak

You do not need to attend 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 need to attend a jobcentre, they are open and one of our colleagues will be able to assist you. Please wear a face covering when entering a jobcentre. See the latest government guidance on meeting with others safely and social distancing

If we need to make an appointment with you, this will be on the phone. We will leave a message in your journal before we call you.

People can still make applications for Universal Credit online if they are eligible.

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 unless we ask you to. 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.

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. However, your identity will need to be verified before you can receive your first Universal Credit payment.

Depending on your circumstances, you might need to take part in a telephone interview with a work coach. We will contact you if this is the case – you do not need to call us.

If you can’t attend your telephone interview please let us know as soon as possible using your online account so that it can be rearranged. If we ask you to attend a telephone interview, your Universal Credit claim won’t be able to proceed until that interview has taken place.

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.

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 using your online journal

Read more about coronavirus and Universal Credit.

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