Making a claim

3. Your jobcentre appointment

Changes to jobcentre appointments during the coronavirus outbreak

People receiving benefits do not have to attend jobcentre appointments for three months, starting from Thursday 19 March 2020.

You will continue to receive their benefits as normal, but all requirements to attend the jobcentre in person are suspended.

You should not attend the jobcentre unless directed to do so for an exceptional purpose.

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. 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.

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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