DWP Central Freedom of Information Team
Annex A
e-mail: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.g
ov.uk
Our Ref: FoI 3809
DATE: xx October 2017
Annex A
Dear Mr Wilson,
Thank you for your Freedom of Information request of 12 September 2017. You asked:
“My employer has told me he will be making me redundant in March 2018. He has told me
that, I will be able to get universal credit - what used to be called the dole.
I went in to the jobcentre and spoke to one of their advisers. He told me I would have to make
a claim online and then I would be given an appointment to speak to a work coach. He said I
would be claiming full service universal credit online. I do not have internet access at home but
I do use the computers at my library, so making a claim online would be no problem.
The adviser also told me I would have to provide evidence of my search for work. I understand
that. I do not expect to be paid public money willy-nilly. There has to be some accountability.
He said as part of universal credit, I would be provided with an online journal to record my job
search. As stated, I do not have the internet at home. And my library is not open full time, so
using this journal would not be practical.
Can I record/provide evidence of my search for work on paper, like in diary form? I did ask the
adviser but he was a bit sketchy. He would only say that the jobcentre expect people to use
this online journal, which isn’t very helpful. When I pressed him further, he admitted that he
had not been fully trained yet on this system yet as they were in the process of switching over
to what he referred to as full service universal credit. He also said I would have to create an
online public profile on this account, including a cv, for everyone to look at, which I am not
happy about. I do not want to share my personal history with all and sundry.
Can you advise please? Can I claim universal credit and use a paper journal or do I have to
use the online journal?
As part of being on universal credit, do I have to sha
re my personal information with the whole
DWP Central Freedom of Information Team
world?”
Annex A
e-mail
: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.g
ov.uk
Our Ref: FoI 4480
Annex A
DATE: 15th November 2017
Dear Jeff Smith,
Thank you for your Freedom of Information request of 18 October 2017. You asked:
‘It has been stated by the DWP that calls to the Universal Credit helpline will now be free of
charge. I ask in what circumstances the DWP will now refund those existing Universal
Credit claimants, many of whom have incurred considerable expense telephoning the
Universal Credit Helpline, in order to start their claim, or to resolve administrative difficulties
in regard to it ?’
DWP response:
The Department has no plans to refund customers contacting the department before the
helpline becomes a 0800 number.
If you have any queries about this letter please contact me quoting the reference number
above.
Yours sincerely,
DWP Strategy FoI Team
------------------------------------------------------------------------------------------------------
Your right to complain under the Freedom of Information Act
If you are not happy with this response you may request an internal review by e-mailin
g freedom-of-information-
xxxxxxx@xxx.xxx.xxx.xx or by writing to DWP, Central FoI Team, Caxton House, Tothill Street, SW1H 9NA. Any
review request should be submitted within two months of the date of this letter.
If you are not content with the outcome of the internal review you may apply directly to the Information
Commissioner’s Office for a decision. General y the Commissioner cannot make a decision unless you have
exhausted our own complaints procedure. The Information Commissioner can be contacted at: The Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow Cheshire SK9 5AF
www.ico.gov.uk