UNIVERSAL HELL
Universal Credit phone lines jammed with laid off workers waiting hours to get through
STRUGGLING Brits say they've been waiting hours on the phone to try and claim Universal Credit after losing their income.
While others say they've been stuck in an online queuing system, with one person reporting 76,000 people ahead of them in the queue.
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Therese Coffey, the secretary of state for the Department for Work and Pensions (DWP), said in a select committee hearing today that nearly half a million Universal Credit claims have been processed in the past nine days.
But she admits the department is having to draft in around 10,000 existing staff to meet increased demand, with 1,000 already in place.
The department is also planning to recruit 1,500 extra people.
Due to the coronavirus crisis, as of today, members of the public are banned from jobcentres unless they are told to attend and have an appointment booked.
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The DWP says only the most vulnerable claimants who cannot access DWP services by other channels will be invited to attend.
People are instead being urged to use online services before turning to the telephone for help with their benefit claim, but both services are struggling.
One person wrote on Twitter this week: "I've had enough. I've been online since 11am this morning, trying to sign up to Universal Credit.
"I was in a queue of 10,000 since this morning. I've just got on. What's happened?
"Taken in circles, kicked out, started again, different verification company, in a queue of 30,000."
While Labour MP for Brent Central, Dawn Butler, tweeted that someone trying to apply had sent her a link saying they were number 76,628 in the queue.
Another added: "I have applied for #UniversalCredit online. Next stage is to phone DWP for an "interview"
"I can't get through on the phone. Anyone else been through this?"
Someone else added: "I’ve just spoke to someone after four hours on the phone.
"The next available appointment in my area is June 1. Can’t claim anything till then."
Someone else wrote: "Absolute madness. Applied online, went through the whole “prove your ID” business with passport scans and security questions, and now I need to book an appointment.
"Hours on the phone trying to book it, no result as of yet. You would think one should be able to apply online. Mad."
What to do if you have problems claiming Universal Credit
IF you're experiencing trouble applying for your Universal Credit, or the payments just don't cover costs, here are your options:
- Apply for an advance - Claimants are able to get some cash within five days rather than waiting weeks for their first payment. But it's a loan which means the repayments will be automatically deducted from your future Universal Credit payout.
- Alternative Payment Arrangements - If you're falling behind on rent, you or your landlord may be able to apply for an APA which will get your payment sent directly to your landlord. You might also be able to change your payments to get them more frequently, or you can split the payments if you're part of a couple.
- Budgeting Advance - You may be able to get help from the Government to help with emergency household costs of up to £348 if you're single, £464 if you're part of a couple or £812 if you have children. These are only in cases like your cooker breaking down or for help getting a job. You'll have to repay the advance through your regular Universal Credit payments. You'll still have to repay the loan, even if you stop claiming for Universal Credit.
- Cut your Council Tax - You might be able to get a discount on your Council Tax or be entitled to Discretionary Housing Payments if your existing ones aren't enough to cover your rent.
- Foodbanks - If you're really hard up and struggling to buy food and toiletries, you can find your local foodbank who will provide you with help for free. You can find your nearest one on the
Another commented: "Yep, 900 mins on the phone since Thursday, currently been on hold for 1hr 31mins today, average time on hold is two hours before they drop the call."
Someone else wrote: "I’m on my 23rd call since 8am. I get so far and then phone disconnects."
And another wrote: "I'm the same - one whole week since I applied as I lost all my work.
"I'm self employed, no income, yet can’t get through to anyone from Universal Credit."
Chancellor Rishi Sunak has unveiled a range of packages to help businesses and workers but has so far done very little for the self-employed - although he has promised assistance.
To date, he's removed the minimum income floor for self-employed people affected by coronavirus claiming Universal Credit.
While also upping the standard allowance for Universal Credit and working tax credit by £1,000 a year.
See our guide for further assistance if you're self-employed.
But despite the waiting times, Ms Coffey said in today's committee meeting that the government will stick to the five-week wait for Universal Credit while continuing to offer advance loans in the meantime.
She said: "We will be sticking with that advance.
"Technically it would be difficult to make operational changes."
She added that around 70,000 people applied for an advance last week.
More on Universal Credit
As part of The Sun's Make Universal Credit Work campaign, we've been calling for the five-week wait to be reduced to two in a bid to prevent people from taking out loans they can't afford to repay.
Ms Coffey said: “To help people most effectively and efficiently, we need people to claim online.
"If you cannot get online, phone us for help and we will only see people face to face in our jobcentres if invited.”
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