Universal Credit’s online system ‘requires huge amounts of mobile data and doesn’t alert claimants’
UNIVERSAL Credit's online system is "not working" and is still riddled with "teething problems", experts have claimed.
The online portal for the new system requires huge amounts of mobile data to use and doesn't alert claimants when they have messages, Dalia Ben-Galim, Director of Policy at Gingerbread told MPs yesterday.
She said that much of the information couldn't be accessed and many found it tricky to use.
"Journals are not working for every claimant on Universal Credit," she said. "There's a lack of information a lack of alerts.
"There are too many teething problems to allow them to work well."
Claimants are told to write on their online journal when they have a problem, to show they are actively job seeking, or to give evidence to the DWP, but aren't alerted when they get a reply. It was claimed earlier this year that staff were not notified when claimants message them either.
"No one is going to check every day in case there's a message asking them something," Ms Ben-Galim told MPs on the Work and Pensions committee.
"Not all the information is accessible and viewable.
"It requires quite big amounts of data to access all of the documents, and not everyone has wi-fi at home.
"The system of journals is potentially great, but it's still got teething problems."
She said it was too early to say whether the online portal system, which has been running for months, would have problems permanently or not.
The DWP say they have invested £500 million into developing IT systems for Universal Credit, and that 83% of people are satisfied with the system.
A damning report from the National Audit Office earlier this year said that claimants had "difficulties making and managing a claim online, because of a lack of digital access and skills", which has prompted some changes to be made.
It said: "The Department’s survey of Universal Credit claimants found that only 54% of claimants reported that they could make a claim online without help; those with health conditions were significantly more likely to report difficulties than those without a condition.... Twenty-five percent were not able to submit their claim online at all."
Department figures said that 60 per cent of claimants were unable to verify their ID online - meaning they had to go into the job centre to do it in person.
And one user which gave recent written evidence to the Work and Pensions Committee added: "The sixteen digit password in addition to security questions is a little excessive."
That was backed up by research from Citizens Advice which said that a third of people struggled to provide the evidence needed to complete their claim, and 48 per cent found it difficult to provide evidence of their health conditions.
From next year Citizen's Advice will take on the responsibility for delivering a strengthened Universal Credit support service.
Gillian Guy, Chief Executive of Citizens Advice, said: “Last year the government showed it was listening by taking important steps to improve Universal Credit.
"Those measures are starting to have an impact, but more needs to be done. Top of the government’s list should be simplifying the process and making sure adequate support is in place so that claims can be completed as quickly as possible.”
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How to apply for Universal Credit online
UNIVERSAL Credit is only available for new claimants who aren't already on benefits - and is being rolled out across the UK.
You don't need to do anything until you hear from the DWP about moving to UC.
If you're making a new claim, here's how to get started.
- You need to apply online. If you and your partner live together, you need to apply together.
- You'll need:
- your bank, building society or credit union account details (call the Universal Credit helpline if you do not have one)
- an email address
- your National Insurance number
- , for example how much rent you pay
- details of your income, for example payslips
- details of savings and any investments, like shares or a property that you rent out
- details of how much you pay for childcare if you’re applying for help with childcare costs
- Information to verify your identity - like a passport or debit card
- You might need to phone up and book an appointment to see a work coach in person
- If you have a disbility of illness that affects you work you might need to book a work assessment
- If you're having trouble you can call the Universal Credit helpline
For more information,
The new benefits system, which replaces six benefits into one monthly payment is only available online for everyone who applies for a new claim.
Older people who aren't tech-savvy are told they may be able to apply by phone or person instead - but only if they have problems reading or writing.
Those without the internet at home are also asked to use it at their local jobcentre, council or library.
The new system has been beset with issues as it's rolled out across the country - with claimants saying they've lost huge amounts of money and have been pushed into debt.
Yesterday Mums slammed MPs and claimed the new system penalised single parents.
The DWP claim the system is being constantly tested and tweaked to allow fixes to problems.
A spokesperson said: “We’re committed to ensuring people get the support they need and the latest figures show 83% of Universal Credit claimants are satisfied with the system.
"Free WIFI and computers are in all jobcentres for claimants to use. We have also recently announced a partnership with Citizens Advice to provide Universal Support which includes a focus on digital support.”
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