The Universal Credit full service is designed around user needs to be as accessible as possible. Those claimants who lack capability to make their claim via the on-line self-service, or are not able to travel, can call the Universal Credit Service Centre on 0345 600 0723. The UC Service Centre will establish the best means of support available, which could be signposting to Universal Support delivered locally, the local Jobcentre or telephony support. In exceptional circumstances, a home visit can be arranged to support a claimant in making their initial claim and completing any other administrative tasks required to ensure the claimant receives the correct payment.
Should a claimant present at the local Jobcentre, there are staff available to support them to make their UC claim on-line and navigate their on-line account. They aim to provide this there and then. If a disabled claimant or claimant with complex needs does not have all of the information available to complete the on-line claim, or if all the staff are helping other claimants, they will be given a date and time to return.
If a disabled or claimant with complex needs or their advocate phone the Jobcentre, they will provide an appointment with either the Local Authority or the Jobcentre to receive support.
In addition, when a claimant is incapable of managing their own affairs the Secretary of State may appoint a person to act on the claimant’s behalf in all dealings with the Department.