Don’t call us, we’ll call you – changes to Universal Credit process

9 April 2020

People making new claims for Universal Credit will no longer need to call the Department as part of the process.

Instead a bolstered frontline team will proactively call claimants if they need to check any of the information provided as part of the claim, as well as messaging them on their online journal to confirm details.

The move is designed to take some of the worry and frustration out of submitting a claim, while speeding it up by putting an end to long call wait times.

The change is a response to the huge volume of calls to Universal Credit phone lines, which meant some people were faced with an engaged tone when calling or were left waiting for several 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.

Since 16 March, more than a million new claims for Universal Credit have been processed, and 10,000 staff are being redeployed to help on the frontline. A rapid recruitment drive has been launched for an additional 5,000 to aid the effort.

Already, DWP staff have been making proactive calls where they can see people haven’t been able to get through.

Already working through weekends, the DWP team will continue to make calls over the Easter bank holiday weekend, helping people complete their online claims and making sure the safety net catches those who need help.

This change goes further, putting the emphasis on the Department to follow up with claimants if more information is needed – although anyone who is unable to get online can still call the Department as normal.

Appropriate measures to protect people from fraud have been put in place to safeguard the new process. DWP will never ask you for your bank details over the phone and people should never give out personal information unless they are sure it is DWP calling.


  1. Many thanks for all the help we have received filling in our universal credit.we have never claimed for many years .so it was very hard .special thanks to a lady called joy .

  2. Wasn’t even given an option for an advance payment.
    They deduct a lot – every month different reason.
    If you are not happy with their decision – send a letter with an appeal. They will answer within the next three years.

    Here’s an advise – don’t bother with them – save your time and nerves ;)

  3. Thank you for all help i receive to complete my application online.I never claim before.Was very fast everything’s .Thank you

  4. I filled in the forms on line for myself and my husband 3 weeks ago and I have not heard anything back , so im not sure if we will be able to get help or not ? Very frustrating and stressful, I do appreciate how busy it is but bills have to be paid

    • If failed to verify, select the option to book an appointment as instructed, next they advise they advise calling ignore this they will call. I also left a note in my journal (top right of the page)

  5. Im waiting to have my pip appeal approved as well as my LCWR. As a disabled person also.suffering from depression and anxiety, I need DWP to do the decent thing especially when a person becomes so depressed that he just loses hope and gives up on life.

  6. I filled my online claim form in two weeks ago I was contacted 5 days later and received advance payment 3 days later and regular payments starting in 3 weeks I’m so apprehensive of dwp a big thank you to all of the team

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