Home Society Universal Credit claimants baffled by over-complicated application process, says charity

Universal Credit claimants baffled by over-complicated application process, says charity

More than a third of people helped by Citizens Advice struggle to provide the evidence needed.

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More than a third of people helped by Citizens Advice struggle to provide the evidence needed to complete their Universal Credit claim, new research from the charity finds.

With government data showing late Universal Credit payments are usually due to challenges submitting evidence, Citizens Advice asked people who came to the charity for help how difficult it was to meet these requirements. Of the people helped who qualify for extra costs under Universal Credit:

  • 48% found it difficult to provide evidence for health conditions
  • 40% found found it difficult to provide evidence for housing
  • 35% found it difficult to provide evidence for childcare

The charity also found that people receiving their first full payment late stood a higher chance of getting into greater debt, or falling into it. When people didn’t receive their first Universal Credit payment on time, their chances of being in debt increased by a quarter (23%). They were also 60% more likely to borrow money from a lender to help tide them over.

One mum-of-two had to wait an extra three weeks for her first full Universal Credit payment, which covered her rent. She was not told to bring her tenancy agreement to her Jobcentre appointment and struggled to get another appointment quickly. In the meantime, she went to a foodbank and borrowed money from friends and family members to tide her over.

As people must wait 5 weeks before receiving their first Universal Credit payment, their finances are often already stretched. This is particularly problematic if they have no income beyond an Advance Payment, which they are required to apply for. Any delays to this mandatory wait can then be more acute.

In total there are 10 stages to making a Universal Credit claim, many of which are time sensitive. If a deadline is missed, a claim may have to be started again. Some people are finding the process so complex that 1 in 4 people who were helped by Citizens Advice spent more than a week completing their claim.

Despite the demands of making a claim for Universal Credit, there is inconsistent support available with many not even aware it exists. Of those who took part in the research, 45% said they did not know about the support on offer but would have taken it up if they had been.

Citizens Advice is calling on the government to simplify the claims process, make it easier to provide evidence for extras costs and make sure adequate support is on offer. The charity says these improvements must be urgently put in place as roll out of the new benefit continues to increase.

Citizens Advice is calling on the government to:

  • Introduce an automatic payment for those who don’t get paid on time to help cover their immediate costs
  • Extend the support on offer so people can get help when making and completing a claim
  • Make it easier for people to provide evidence online at the start of making a claim

Gillian Guy, Chief Executive of Citizens Advice, said: “While Universal Credit is working for the majority of people, our evidence shows a significant minority are struggling to navigate the system.

“With people already having to wait 5 weeks as a matter of course for their first payment, any further delays risk jeopardising people’s financial security.

“Last year the government showed it was listening by taking important steps to improve Universal Credit. Those measures are starting to have an impact, but more needs to be done.

“Top of the government’s list should be simplifying the process and making sure adequate support is in place so that claims can be completed as quickly as possible.”

Disclaimer: This is an official press release from the Citizens Advice Bureau. 

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