We are committed to providing personalised support for all claimants, including vulnerable groups. Where our claimants require assistance to access our services and information, we make reasonable adjustments to meet their individual needs. This includes communicating with claimants in a variety of different formats such as braille, audio, large print, through third party interpreters or by arranging for a member of staff to visit the customer in their home.
Face to face and telephony support is in place for those vulnerable claimants who cannot self-serve online; the Universal Credit telephone helpline is now a free phone number. In certain circumstances, where a claimant is unable to manage their own affairs, an appointee can act on their behalf, taking responsibility for making and maintaining any benefit claim.
Universal Support provides Universal Credit claimants with additional help to use a computer to make or maintain their claim (Assisted Digital Support), help in managing their monthly Universal Credit payment and possible advice on their finances (Personal Budgeting Support).