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Universal Credit: Telephone Services

Department for Work and Pensions written question – answered on 29th October 2019.

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Photo of Laura Pidcock Laura Pidcock Shadow Minister (Business, Energy and Industrial Strategy) (Labour), Shadow Secretary of State for Employment Rights

To ask the Secretary of State for Work and Pensions, with reference to the Answer of 3 April 2019 to Question 238679 on Universal Credit: Telephone Services, whether calls which are transferred to a different case manager or helpline advisor continue to be (a) recorded and (b) retrievable; and what steps she is taking to ensure that all calls on universal credit are recorded to maintain a complete record of a claimant's interactions with the Department.

Photo of Mims Davies Mims Davies The Parliamentary Under-Secretary of State for Work and Pensions

Service centre calls are recorded and retained for a period of 14 months; this includes inbound and outbound calls to and from UC telephony service centres and any transfers within the service centres.

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