Holding answer received on 26 November 2018
Universal Credit is a 24 hour, seven day a week digital service that allows claimants to check their Universal Credit benefit payments, notify us of changes and record notes via an online journal facility. We also see claimants regularly face-to-face in jobcentres and they can contact us via the telephone outside of these appointments. In addition, this summer we introduced a new approach where established claimants who call the Universal Credit helpline are connected directly to the person or team who are dealing with the case.
The average waiting time for a person calling the Universal Credit Full Service helpline in the month of October 2018 was 3 minutes and 58 seconds.
Our Average Speed of Answer (ASA) measure is the average customer wait time from the point of entering a queue to connection to an agent. This excludes any time spent in pre-queue messaging and any wait time for calls ultimately abandoned by callers prior to answer.
Data Source: BT - OPMIS and Historical Management Information (GI2 – HMI)
Outsourced partner data is included.
The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.