Help with your Universal Credit claim
How you can get help with your Universal Credit claim
Contact Universal Credit about your claim
If you need help, advice or support with your Universal Credit claim, you can use your Universal Credit online account or you can go to your local Jobs & Benefits office . You can also phone the Universal Credit Service Centre. Messages to your online account will be answered as soon as possible during business hours.
Jobs and Benefits offices are closed for normal face to face services. Business is being done by phone or through the Universal Credit journal.
A small number of face to face appointments are taking place for customers who need extra support or if Universal Credit need to see you about your claim.
If you are unable to use our telephony or digital services we can arrange an urgent appointment in your local Jobs & Benefits office. To arrange an appointment contact the Universal Credit Service Centre.
For the safety of customers and staff appointments are limited. You will be asked to wear a face covering and follow the safety measures in place.
If you’re asked to come in to your local office for an appointment it is important that you turn up.
Repeated failure to go to a face to face appointment or to make yourself available for a telephone appointment may affect your payments.
Universal Credit will contact you through your online account and by phone. You will also receive text messages (SMS) or email alerts, depending on how you asked to be contacted when you set up your Universal Credit account.
Text messages (SMS) will always be clearly marked as from the Department for Communities (DfC) and will never ask you to give (or click a link to give) personal or financial details by text message or email. If you’re not sure about any text messages (SMS) you receive about Universal Credit, or you think you have received a fraudulent message, contact your local Jobs & Benefits office immediately.
If you want to change how you are contacted, you can do this through your Universal Credit online account or by phoning the Universal Credit Service Centre on:
Freephone: 0800 012 1331
Textphone: 0800 012 1441 (for deaf or hard of hearing users and customers with speech difficulties
Due to COVID-19 the Department for Communities is experiencing a very high volume of benefit calls. It may take longer to answer your call.
For more information see scamwiseni.
Information videos can help explain the key stages in claiming Universal Credit
Help and support
If you would like independent help and advice on Universal Credit or any other welfare changes, you can visit any independent advice office or contact the following.