The Department takes seriously the need to support vulnerable claimants. The initial verification can include a home visit to support a claimant with making their claim and completing any other administrative tasks required to ensure that they receive the correct payment.
We want the application process for Universal Credit to be as quick and easy as possible to ensure that claimants receive their money at the earliest opportunity.
This is why Citizen’s Advice and Citizen’s Advice Scotland have been delivering the ‘Help to Claim’ service, supporting claimants with making a new claim to Universal Credit. The Citizens Advice Help to Claim service offers tailored, practical support to help people make a Universal Credit claim up to receiving their first full correct payment on time, and is available online, on the phone and face-to-face through local Citizen’s Advice services.
Staff delivering Universal Credit undergo a comprehensive learning journey designed to equip them with the tools, skills and behaviours required to provide a high quality service to all claimants, including those who have cancer and other health conditions.
As we continue to deliver Universal Credit, with its expanded claimant base, we are continuing to review and further develop the customer journey for claimants with complex needs, including how we support claimants with health conditions to engage in the process.