The Department for Work and Pensions (DWP) is increasing its efforts to conduct home visits as part of the transition to Universal Credit. In situations where claimants have been invited to apply for the new benefit but may need extra help to do so, officers may visit their homes to provide assistance.
The current phase of transitioning people from six legacy benefits to Universal Credit is primarily focused on those receiving Employment and Support Allowance, many of whom are vulnerable and require additional support to submit their claim for the new benefit, such as a home visit. The DWP has been issuing migration notices to various groups of claimants, inviting them to apply for the new benefit.
Typically, claimants have three months from the date of the letter to submit their application, after which their payments cease. However, DWP has stated that for those on ESA, they will make further attempts to contact you before terminating your benefits.
Approximately 69,000 people transitioning to Universal Credit have received ‘enhanced support’, meaning the DWP provides additional assistance to help them apply, such as conducting a home visit. All ESA recipients who do not claim by week 12 from the date of their migration notice will receive enhanced support.
Neil Couling, the senior responsible owner for Universal Credit, informed a Parliamentary committee that DWP has doubled its home visits to 30,000 a month, up from 15,000. There has likewise been an increase in officers conducting these visits, from about 350 to 700.
He told the committee: “The plan for the rest of this year and for the coming year have this enhanced support journey at their core. We absolutely must do everything we can to ensure that claimants on ESA who typically are more vulnerable than the previous cohorts we’ve been working through, make their way safely onto Universal Credit.”
Advice on the Government website about home visits states: “The DWP Visiting Team will call you to book a visit and tell you what to expect, including how to contact them. You’ll get a letter to confirm the booking, but if the visit has been booked at short notice, it may happen before you get the letter.”
Social security and disabilities minister, Sir Stephen Timms, also gave evidence to the committee. He mentioned that the DWP is “experimenting” with new ways to deploy visiting officers, including sending them to locations other than claimants’ homes to provide assistance.
Citizens Advice runs a Help to Claim service for those applying for Universal Credit, offering support with tasks such as completing the application form and ensuring the accuracy of their first payment. DWP chiefs were questioned on how Citizens Advice could deliver more “bespoke” support tailored to individual claimant needs, as opposed to the broader guidance available at job centres and from the DWP itself.
In response, Mr Couling highlighted that the job centre can more comprehensive support, assisting with any issues with an ongoing claim. The DWP spends approximately £20million a year with Citizens Advice on the Help to Claim service, which assists around 5% of new claims.