DWP ‘two weeks before deadline’ update if moving to Universal Credit | Personal Finance | Finance
The Department for Work and Pensions (DWP) has announced that all Employment and Support Allowance (ESA) claimants who fail to apply for Universal Credit within two weeks of their migration notice deadline will “automatically enter the Enhanced Support journey”.
This process, according to the Department, offers “provides tailored and flexible assistance, including phone calls and home visits, to support the migration process”.
Sir Stephen Timms, Minister for Social Security and Disability, made these remarks in a written response to his Labour Party colleague Sarah Hall. She had queried ‘what steps are being taken to improve the migration process for ESA claimants’ and ‘what measures are in place to ensure that vulnerable people are adequately supported during this transition’ , reports the Daily Record.
In response, Sir Stephen said: “The Department for Work and Pensions reviews and amends its approach for migration to Universal Credit based on lessons learned from earlier migrations (Tax Credits, Income Support) and continues to refine support strategies for customers.
“We recognise that many claimants making this transition have complex health conditions and additional needs, which can make the process particularly challenging. DWP is committed to ensuring that these people receive the support they need.”
“We have dedicated support mechanisms in place for customers with vulnerabilities. This includes clear communication, accessible guidance and personalised assistance where needed.
“The Migration Notice itself signposts to our helpline, gov.uk website and ‘Help to Claim’, a service provided by Citizens Advice Bureau. Contact via these routes allows further support to be provided, based on individual need from the outset.”
The DWP Minister went on to say: “All Employment and Support Allowance (ESA) customers who have not made their claim to Universal Credit within two weeks of the deadline of their migration notice will automatically enter the Enhanced Support journey.
“This journey provides tailored and flexible assistance, including phone calls and home visits, to support the migration process.”
He continued: “We recognise that the digital nature of Universal Credit can pose significant challenges for claimants with learning disabilities, dyslexia, or limited digital literacy. To address this, we offer alternative access routes, including telephone support and face-to-face appointments, which can be arranged upon request.”
Sir Stephen also emphasised that Universal Credit statements and letters are “written and formatted in plain English and undergo rigorous content design testing to ensure clarity and accessibility”.
He further stated: “DWP is regularly reviewing its correspondence templates to ensure that responses are concise, clear and free from unnecessary technical language while maintaining transparency and accuracy.”
Sir Stephen also highlighted that people on ESA can opt for email communications, home visits, or assistance from an authorised representative, such as a family member, friend, or adviser.
Additional support provided by DWP includes:
- The Enhanced Support Journey for vulnerable claimants, which features proactive calls, text reminders, and home visits.
- Financial safeguards like Transitional Protection and two-week run-on payments for ESA claimants.
- Digital and manual process improvements to guarantee accurate transitional protection calculations and prevent payment delays.
