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Confused about Universal Credit?: A case for greater onboarding support for new claimants.

Research output: Other contribution

Published
Publication date28/02/2023
DescriptionReport on Universal Credit and Onboarding
Number of pages16
<mark>Original language</mark>English

Abstract

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.