Universal Credit — self-help tips

This is our page for new claimants of Universal Credit (UC).

ESA to Universal Credit – We’ve put together self-help info here specifically if you are being moved over to UC. We understand this is now ending.

Changes to health element of Universal Credit – we have a separate page about the recent cuts/changes to the health element of Universal Credit (disability money), which includes info about the ‘severe conditions criteria’ and how people can still get the full amount under certain rules.  

This page covers:

• What is Universal Credit and which benefits does it replace?
• Things to know
• Checklist – what to have ready before starting your UC claim
• Residence and presence in the UK
• Ways to start your claim
• Accessibility — communication
• Claimant commitment
• Ways to prove your identity

Claiming Universal Credit if you are sick or disabled:

• Dealing with the first interview
• Things to know before you fill in the UC50 form
• Links to detailed information on how to fill in the UC50, the Work Capability Assessment and asking to be exempted from the interview.

What is Universal Credit and which benefits does it replace?

“Universal Credit” (UC) is means-tested and involves people of working age, unwaged or in part-time or full-time waged work, who need benefit for themselves and their children to live on, to pay their rent or to top up low wages.  UC merges several income-based benefits and tax credits into one:

• Jobseeker’s Allowance (JSA)
• Employment and Support Allowance (ESA)
• Income Support
• Child tax credit
• Working tax credit
• Housing Benefit

Benefits which are not based on low income (means-tested), such as Child Benefit, Disability Living Allowance (DLA) or PIP, are not part of UC. 

If you are a carer, you can claim carer element as part of Universal Credit. But you cannot get both carer element and disability element; only the one which is more, that is LCWRA.   

If you have recently been in waged work, you may be able to claim contributions-based (new-style) ESA or new-style Jobseekers Allowance (JSA) which are not part of Universal Credit. Then you can apply for UC for your rent or to support your children. Your contributions-based benefits would be taken off your Universal Credit amount.

Things to know

How you get paid – on UC, you usually get paid monthly, but you can ask to be paid fortnightly, if that will help you manage. Ask for an ‘alternative payment arrangement’, on your journal. You can say ‘Service issue: I want to be paid fortnightly instead of monthly’, or call the UC helpline 0800 328 5644 and say this.

Getting paid immediately/advance payment – if you are struggling financially, you can apply for the UC advance payment straight away, which is deducted from your monthly amount later. You have to repay this over a year or two years. You can apply online for advance payment: https://www.citizensadvice.org.uk/benefits/universal-credit/apply/get-advance-payment/

Work conditions for Universal Credit and being exempted from these – several groups of claimants are exempted from work-related requirements, including pregnant women, mothers of babies, full-time carers, severely disabled and sick people. See here for more info. We explain more what sick and disabled people are asked to do later on.

There are four levels of work-related requirements in Universal Credit:

• NO work-related requirements
• Work-focussed interviews only
• Preparation for work (equivalent to the Work-Related Activity Group of ESA)
• Available for work — no limits

Some of us are disabled jobseekers. We are allowed to customise the work search requirements which the DWP can put on us to take account of our disability and health needs, for example if we want to work shorter hours. https://www.citizensadvice.org.uk/benefits/benefits-introduction/problems-with-benefits-and-tax-credits/disability-discrimination-and-benefits/

Sick and disabled claimants – it’s recommended that you should first get a sick note from your GP (“fit note” or statement of fitness for work) before starting your claim.  Tick yes to this question, on your application form.  There are a few days’ leeway to provide this proof, set out in DWP guidance to Work Coaches dealing with sick and disabled claimants. You will need fit notes to cover the three-month period before a decision is made before a decision is made about your work capability.

If you’re worried about managing the online journal, you can do your claim by phone entirely. This means you don’t have to manage an online account. The DWP will send you important information by post, such as your UC entitlement and amount. You may want to record the phonecall which will take at least 40 minutes (you can record it, as it’s about you) or have a friend/family member with you who can take notes.  But the DWP might ring you at unexpected times, too, and you need to be prepared, which does not suit some people.

Ask for “reasonable adjustments” straight away.  These are things you need so that the process is adapted to your disability needs.

Citizens Advice ‘Help to Claim‘ can give you advice and support, and is separate from the DWP.  See:  https://www.citizensadvice.org.uk/benefits/universal-credit/claiming/helptoclaim/  

Couples – if you make a joint claim, you can read about it here. If your partner reached pension age and is older than you, you both stay on Universal Credit until both of you reach pension age. If your partner is your carer, they can still get carer element for looking after you while you are on UC.

UC and housing

Housing element for your rent – this is included in your monthly Universal Credit amount, but if you are in temporary accommodation or supported housing (accommodation with staff for disabled or other high needs residents), this is still covered by housing benefit from the council.  

If you want the rent payment to go to your landlord directly, you can request this on your UC journal under “service issues”. This is called an ‘alternative payment arrangement’. You’ll need to explain why you want the rent paid to your landlord, for example, if you’re worried about remembering to pay rent. Or, you can ask your council/Housing Association/landlord to request it on the basis that you, the claimant, are “vulnerable”.

Temporary accommodation.  If something has happened and you are in temporary accommodation, you will be expected to complete your own application for Housing Benefit separate from Universal Credit.  You need to ensure this is completed for each separate temporary accommodation, as it may be difficult to have these rents backdated if missed.   You need to write on your UC journal about your changes of address, and which Jobcentre you attend will also potentially change, depending on where you are living.  The housing officer from the council should be able to help with filling out and submitting your Housing Benefit claim on your behalf if you are disabled.  If possible, it helps to keep a record of this and any emails you have sent, with the housing officer agreeing to do so, ensuring they will definitely do this.

Other help if your full rent is not covered – It’s also a good idea to get info from your local council or Citizens Advice branch about help if you are facing a gap in income because of your situation — such as the council Household Support Fund.

You may want to ask the charity which deals with your disability or condition, what practical benefits info and cash help they can provide, for example, Macmillan Cancer Support.

Emergency payments from your local council. Every local council has emergency funds for residents facing financial hardship. You don’t have to repay emergency funds. Your council usually asks for bank statements showing proof of low income, and low or no savings. https://www.gov.uk/cost-living-help-local-council

Discretionary housing payment: if there is a rent shortfall, you can apply for a discretionary housing payment: https://england.shelter.org.uk/housing_advice/benefits/discretionary_housing_payments_dhp

Checklist – what to have ready before starting your UC claim

If you are starting a new UC claim, you will need a bank account, building society account or credit union account.

If you claim online, you will need an email address and access to a smartphone or to a computer and a phone.

There are other things to have ready. Here is the full list (based on Entitled To):

• Bank, building society, or credit union details (where your money will be paid)
• Email address and mobile phone number (to receive security codes and updates)
• Proof of identity (such as a passport, driving licence, debit/credit card, or payslip)
• Proof of your right to stay in the UK and entitlement to benefits
• Your current home address and history of any address changes in the last six months
• Housing information (such as your rent amount, landlord’s details, mortgage, or service charges)
• Employment and earnings details (including a P45 if you recently lost your job, or recent payslips)
• Details of any savings, investments, or capital you have
• Information on other income or benefits you currently receive or pensions
• Details of any children or caring responsibilities
• Health conditions or disabilities that affect your ability to work

Residence and presence in the UK

As part of making a claim for benefits, the DWP asks everyone about their nationality. They check your immigration status, and ask everyone, have you been abroad for more than a month in the last two years. If you have a query, seek advice before you start your UC claim.

If you have refugee status or EU settled status, you are always allowed to claim benefits. It will say on your e-Visa. More info about your immigration status and right to benefits here

If you have just being granted the right to stay and you don’t have a National Insurance Number, one will be set up during your Universal Credit claim.

If you are in the middle of renewing your right to stay, you have continuing eligibility for benefits under section 3C of the Immigration Act 1971 The DWP should not deny your eligibility for Universal Credit.

Ways to start your claim

You can choose how to start your claim and how you want to be contacted.

Online claim. Start your claim for Universal Credit here Universal Credit: How to claim – GOV.UK (www.gov.uk)

Phone claim. If you don’t have access to a computer or mobile phone, you can start your Universal Credit claim by calling the DWP UC helpline 0800 328 5644.  You can do your claim by phone entirely.  You can ask for important information to be sent by letter, for example, the statement of entitlement proving that you are on UC. But the DWP might ring you at unexpected times, and you need to be prepared, which does not suit some people. An advisor from Help to Claim can be on a 3-way call and support you for your application (they have a direct line to the DWP).

Home visit via the DWP  Visiting Service to your home

Via the Citizens Advice Help to Claim service. They can:

• Guide you through your claim online, or if you are unable to claim online, they can support you to make a claim by phone
• Explain your choices with an advance payment to cover the waiting time for UC to start — you can opt to spread your repayments over 24 months so the deductions are not so big.  See other topics on our Benefits Help page, such as help with energy and water bills.
• Refer you to a local branch to help you after your claim starts

Accessibility – communication

‘Reasonable adjustments’ due to disability needs

Disabled people are entitled to “reasonable adjustments” under the Equality Act. This is anything you need to be provided differently so you can manage. Women suggest to ask for reasonable adjustments you might need, immediately.  If your access need is not covered by the DWP checklist (below), you can write in your journal, to ask for things like more time to complete tasks and not being phoned without notice.  You can ask for work coach meetings by phone. 

If this is ignored, you can write a journal message or contact Help to Claim to raise complaints or ask your MP to write to the DWP.

DWP disability needs checklist:

Easy Read by DWP here

Visually impaired here

The RNIB says: “The online system should meet guidelines for accessibility, so should work with magnification and screen reading technology on computers and other devices.  If you are unable to complete an online application, you can contact the Universal Credit Helpline to request support 0800 328 5644 or 0800 328 1344 (textphone).  A DWP adviser may be able to complete the online form for you as you talk through the application over the phone or you can arrange to visit a local DWP office and an adviser can complete the form for you face to face. You may also ask for a home visiting service where DWP staff or a local support service are able to visit you at home to complete the form.”

English as a second language. Interpreter — you can request this through your online account, or by contacting the Universal Credit Service Centre or your local Jobs and Benefits office. See Universal Credit factsheet in different languages Universal Credit customer information

If you are not satisfied with the interpreting service, you can complain on the call by using the feedback option at the end of the call or by emailing your complaint to feedback@thebigword.com giving the time of the call, the date and the language used.

BSL

Use our British Sign Language service to help you apply for Universal Credit – Citizens Advice

DWP info for Deaf people. They say: If you cannot speak or hear on the phone Use our Relay UK service to make a free, text-supported call to the Universal Credit Migration Notice Helpline. Dial 18001 followed by 0800 169 0328.  If you use British Sign Language (BSL) Use our video relay service to make a BSL interpreted call to the Migration Notice Helpline. If you’re on a computer, visit the video r elay service. select Company to contact: ‘DWP (DA Languages)’ select Department: ‘Universal Credit – if you have a Migration Notice letter’. If you’re on a mobile or tablet, use the InterpretersLive! app. From the app: select ‘Directory’, search for ‘Universal Credit’ select ‘Universal Credit – I have a Migration Notice letter’ select ‘Call Now’,  select Company to contact: ‘DWP (DA Languages)’ select Department: ‘Universal Credit – if you have a Migration Notice letter’ select ‘Connect Now’.

Claimant commitment

All UC claimants are expected to agree to a claimant commitment, which can range from minimal to heavy conditions for benefit, depending on your situation.  If you refuse to do this, they can cancel your claim.

Ways to prove your identity  

You are asked to prove your identity either online, in person at the jobcentre, by phone interview answering personal questions, or a home visit as a last resort, if you can’t attend the jobcentre.

Online. There’s a list of documents to choose from to prove your identity. You need to have two. For example, a UK passport, credit card or bills like a phone contract. You won’t need to upload scans or pictures, but answer questions like the expiry date of your passport. Here is more info about what is accepted Universal Credit application in the UK: Essential ID documents you must have | Teesside Live – Teesside Live

Going to the Jobcentre to verify your identity. You need to bring in the required ID documents (originals) and it is not a work capability interview. You show your ID documents and staff will take a copy and put it on the system.

Phone. You can request to verify your identity by a phonecall instead. (This can be a problem if you aren’t able to answer the questions they ask, due to anxiety or other issues. They only give you one chance to do it by phone and any problems may cause a delay in processing your claim.) On the phone, you may be asked how long you’ve been on benefits, which benefits you are on, the start dates of these, and the amounts you get. The DWP may also ask you about your work search and claimant commitment.

Home visit. If neither a phone call nor going in person is possible, you can request a home visit, which is done by the DWP Home Visiting Team. One woman who requested a home visit instead, was told there is a 6-week wait for these visits. She ended up verifying her identity in a phonecall.

If you are issued with a “Failure to Attend” for not going to the Jobcentre appointment, put a message on your journal why you are unable to attend, and ask for a phonecall or video call as a reasonable adjustment.

Claiming Universal Credit if you are sick and disabled:

Dealing with the first interview

It’s best to get a fit note from your GP before you start your UC claim. You will need to see your GP to get a fit note. Sometimes, they can email it to you without an appointment, if they know you well.

When you start your claim, you can say that you have a disability or health condition which affects your ability to work. You can tick that you have a fit note, if you have one, and the dates it covers. Or you can notify UC later when you get it. UC give you seven days to provide the fit note. People usually have to renew it as you need to cover the whole time up until you’ve had the Work Capability Assessment and UC make a decision about your work capability.

Once you start your claim, UC will ask you to do an interview with a work coach. They may ask you to go to the jobcentre or they may phone you. You can ask for this to be by phone, if you don’t want to or can’t go to the Jobcentre. It’s important to watch the date and make sure an arrangement is happening and it doesn’t go by, as your UC claim would be left uncompleted and you won’t get payments.

In-person interview at the jobcentre: You can take a friend or supporter with you. Take your GP sick note. If there are problems with how you are treated, by the work coach at the jobcentre, you can complain to the jobcentre manager and we recommend to enlist support from your MP, if you wish.  

Mencap learning disability charity has information on how the Jobcentre should make reasonable adjustments to make such interviews accessible.  However, more is needed to support vulnerable claimants from being pressured into agreements they don’t understand or can’t meet.  

You can ask to have no work-related requirements because of your ill-health or disability. UC will refer you to fill out a UC50 form about your work capability, which they will post to you.

There is a lead-in time before you qualify for the disability payment of UC, which is 12 weeks from the start of your claim.

Once you get the UC50 form, you have 4 weeks to fill it in and send it back, from the date on the letter with the form. You can request more time if you need it.

Ongoing contact with a UC work coach

The DWP or work coach will expect you to prove your health situation.  We suggest to keep a record of NHS appointments and what you have done about this.  Keep notes in a notebook, or if it’s difficult to write, record voice notes sent to yourself on WhatsApp on your phone, and inform your work coach via your journal. If you can’t manage this regularly, try to enlist the support of friends/family to help you keep your work coach up to date on medical treatment, what diagnosis the doctor made, and so on, that you can use to evidence your health situation if you need to prove your case with the Jobcentre later on.   If you have a specialist nurse, it may be a good idea to have them write a supporting letter about how your illness/disability affects you to use as evidence which can be uploaded to your UC journal.

Things to know before you fill in the UC50

There are three possible results of the Work Capability Assessment:

• Fit for work
• Limited Capability for Work (LCW) – no extra money but you are allowed to put limits on what UC can make you do. You are not expected to be a full-time jobseeker. Under ESA, this was WRAG (work-related activity group).
• Limited Capability for Work-Related Activity (LCWRA) – this is extra money, the ‘health element’ of UC. There are two tiers of amount based on whether or not you meet the “severe conditions criteria”, the higher rate. Read more here.

Advantages of LCWRA

• You don’t have to attend any work-focused interviews or be available for any work or work-related activity, courses, etc. If you are contacted for a ‘voluntary interview’, you can refuse it.
• You get more money towards your expenses of disability and sickness. (The amount new claimants can get was reduced from April 2026, see our page on health element LINK.)
• You are exempt from the total Benefit Cap, including if you have high rent. Benefit cap: When you’re not affected – GOV.UK
• If you want to do volunteering or go on any courses, it is completely up to you.
• You can also do paid work as long as you declare the earnings to UC and they will deduct it from your payment if it’s above certain amounts, which you can look up here Universal Credit: How your wages affect your payments – GOV.UK

For detailed info on the UC50 form and Work Capability Assessment, see our previous page on ESA here The Work Capability Assessment is the same as it was under ESA.

Exemption from face-to-face and phone interview for Work Capability Assessment — leaflet here

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