This report focuses on issues of confusion or lack of knowledge that claimants
have expressed about fundamental features of the Universal Credit (UC) system.
As UC is a ‘digital by default’ system, most claimants apply and manage their
accounts online. Moreover, face-to-face meetings are only required of claimants
who are looking for work and are assigned a work coach, whose primary task is
to assist with work search-related matters. All claimants can send queries through
their online account to UC case managers, whom they do not meet with in person.