Act now to mitigate Universal Credit problems, advises Citizens Advice Devon

Published on 19th September 2018

Citizens Advice Devon is urging local organisations which support or work with benefits claimants to ensure their staff and volunteers are fully up to speed with the new Universal Credit system as it continues its roll-out across the South West. This comes as Citizens Advice report a 50% or more increase in benefits enquiries in areas where universal credit has already been rolled out.

Universal Credit combines six benefits into one single payment, including Jobseeker’s Allowance and Working Tax Credits. It is currently being rolled out across the UK, and, by the end of September 2018, all new claimants in Devon (including Plymouth and Torbay) will need to claim it rather than the benefits it replaces. Once Universal Credit has been fully implemented in Devon by 2023, about 133,000 people are expected to receive it. 

A recent Citizens Advice report finds a significant number of claimants have problems with the application process, contributing to the 50% or more increase in benefits enquiries. A third of people who’ve been helped by the charity say they struggle to provide the evidence needed to finish off their Universal Credit application. 

National Citizens Advice asked people the Citizens Advice service has helped with Universal Credit how hard they found it to provide proof for extra costs, like housing and childcare. Of those who were surveyed*: 
●    48% found it difficult to provide evidence for health conditions 
●    40% found it difficult to provide evidence for housing 
●    35% found it difficult to provide evidence for childcare 

The charity also found that people receiving their first full payment late stood a higher chance of getting into greater debt or falling into it. When people didn’t receive their first Universal Credit payment on time, their chances of being in debt increased by 23%. They were also 60% more likely to borrow money from a lender to help tide them over. The report recommends that the government simplifies the claims process, makes it easier to provide evidence for extra costs, and makes sure adequate support is on offer to people making a claim. 

To help mitigate this problem in Devon, Citizens Advice Devon is providing a series of training courses in partnership with the Devon Community Learning Academy to enable anyone who supports benefit claimants to understand the new system and how to help people to navigate the changes successfully. 

Vincent Willson, Chief Executive of Citizens Advice Teignbridge said:

“Advice agencies need to be ready for the increase in the demand for their services as a result of the introduction of Universal Credit and training is a vital part of their preparation. This also applies to any commercial or public organisation whose clients may be transferring across to Universal Credit. Through a collective effort we want to ensure that people continue to receive everything they are entitled to with no delays or underpayments, and evidence from elsewhere in the country has shown that this isn’t always the case.“

“A significant number of Universal Credit claimants approach advice agencies because they are having problems completing their claim,” continued Vincent.  

“New research by national Citizens Advice shows that providing evidence for extra costs is a common stumbling block when making an application and can put the brakes on people being paid on time. The government should make it easier to provide evidence online and ensure people are made aware of what’s required of them so they receive their payment on time.”

Devon Community Learning Academy was established by regional community development charity Devon Communities Together to provide group learning and professional training opportunities for businesses, community groups, social enterprises, charities, local councils and individuals. It works with Devon County Council, Citizens Advice Devon and a host of other training providers to provide accessible training on a wide range of subjects. For full details of the benefits system training courses available, please visit www.devoncommunities.org.uk/courses or call 01392 248919.  Bespoke in-house courses for six or more people are also available.  

*Citizens Advice surveyed 678 Universal Credit claimants between November 2017 and June 2018. Additional responses from June 2017 to October 2017 were also used when looking at the impact of payment delays.