DWP Takes Control to End Universal Credit Call Chaos
The Department for Work and Pensions (DWP) is shaking up the Universal Credit claims process to slash nerve-wracking wait times. Forget endless hours stuck on the phone – now the frontline team will ring you directly if they need to check any details from your claim. They’ll also ping messages to your online journal to confirm info, cutting the hassle and speeding things up.
Calls to Claimants, Not the Other Way Around
This overhaul comes after Universal Credit phone lines were flooded with calls, leaving many greeted by busy tones or wait times stretching for hours. Secretary of State for Work and Pensions, Therese Coffey, said:
“We are doing whatever it takes to make claiming benefits as straightforward as possible during a time when we are receiving an unprecedented number of claims. That’s why no one making a new claim to Universal Credit needs to call us.
Once you’ve completed your online application, you can rest assured we have received your claim and we will call you if we need to check any of the information you’ve given us.”
Million Plus Claims and Massive Staff Boost
Since March 16, 2020, the DWP has processed over one million new Universal Credit claims. To tackle the surge, 10,000 staff have been redeployed to frontline duties, with another 5,000 recruits on the way. Already, DWP workers are proactively ringing those who’ve struggled to get through themselves.
Safe, Supportive, and Speedy – Even Over Bank Holidays
The DWP isn’t taking breaks, either. Staff are working weekends and the Easter bank holiday to help claimants complete their applications and ensure no one slips through the cracks. The department emphasises safety too – they will never ask for bank details over the phone, and warn claimants to be alert for scams.
The bottom line? Struggling with Universal Credit is about to become a thing of the past – the DWP is calling the shots now.
