Unable to manage your Universal Credit claim by yourself
You will be able to see all the information about your claim through your Universal Credit online account. If you can’t manage your claim by yourself, you can ask someone to help you. There are a few ways you can do this.
If you need help to manage your claim
If you’re having difficulty managing your claim, you can speak to your work coach who can help you arrange for someone else to manage your claim.
Depending on what your needs are, this could be:
- a representative – you can ask another person or organisation to deal with your claim for you
- an appointee – you can ask a friend, relative or organisation
- Power of attorney – you can appoint a friend, a relative or professional person
This video explains how to get help if you are unable to manage your Universal Credit claim yourself:
Help from a representative
If you can’t find the information you need, or you need help to understand things about your claim, you can ask another person or organisation to deal with your Universal Credit claim for you. That person or organisation would be your ‘representative’.
You can tell Universal Credit about your representative through your Universal Credit online account, face to face at your local Jobs & Benefits office or by phoning the Universal Credit Service Centre at any time during your Universal Credit claim.
Messages to your online account will be answered as soon as possible during business hours.
Sharing your information with your representative
- you must give your permission before your information can be shared with a representative
- you can withdraw your permission at any time
- your permission only lasts until the specific request is completed or until the end of the Assessment Period after the one when you gave your permission
Universal Credit will never give your representative the following information, even if you have given permission.
- your address
- your date of birth
- your National Insurance number
- your bank details (sort code, account number, account holder name)
- your phone numbers
- the names of people who live in your home
- the names of your employers or former employers
An appointee
If you can’t manage your own affairs, another person or organisation – referred to as an appointee – can ask to deal with your Universal Credit claim for you.
This could be a friend or relative, or an organisation or representative of an organisation (for example, a solicitor, Health and Social Care Trust or nursing home). For more information, phone the Universal Credit Service Centre.
Power of attorney
If you can’t manage your own affairs you can appoint a friend, relative or professional to have ‘power of attorney’ to allow them to act for you.
They will be able to look after your Universal Credit claim for you. For more information see managing your affairs and enduring power of attorney.
Digital Support in your local Jobs & Benefits office
If you don’t have access to the internet or a digital device (for example a computer, laptop, tablet or smart phone) or if you need help to get online, your local Jobs & Benefits office can help.
Contact your local office on 0800 001 5782 to arrange an appointment. You will be able to access a digital device and obtain support with your digital skills from a member of staff who can help you make or maintain your Universal Credit claim.
If you arrive without an appointment you may still be able to use our digital devices if one is available.