Universal Credit: Telephone Services

Department for Work and Pensions written question – answered on 30th January 2019.

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Photo of Danielle Rowley Danielle Rowley Labour, Midlothian

To ask the Secretary of State for Work and Pensions, whether her Department has set a target for the reduction in the number of calls made to the universal credit helpline.

Photo of Danielle Rowley Danielle Rowley Labour, Midlothian

To ask the Secretary of State for Work and Pensions, what procedures she has put in place to incentivise call handlers at universal credit call centres to encourage claimants to use online accounts, and whether those procedures include targets.

Photo of Alok Sharma Alok Sharma The Minister of State, Department for Work and Pensions

The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.

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