Assistance in managing Universal Credit online

Glenys Harriman made this Freedom of Information request to Department for Work and Pensions

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Glenys Harriman

Dear Department for Work and Pensions,

Thank you for providing training documents on helping UC customers with complex needs ( )

However I have been unable to find in these, or other documents / regulations / procedural guidance, the answer to this specific issue.

How is a claimant who is unable to use the internet (either because of mental or physical disabilities, or other limiting factors such as isolated rural location with no internet, or through having been legally barred from internet access) given assistance from DWP in managing their online claim?
There is plenty of information about help with claiming online, but I cannot find anything that explains how such a claimant would be given assistance from DWP to check their journal for notifications (or receive notifications in a different format), check their award details, communicate with their work coach, etc.
Not everyone can easily obtain an appointee (and in some cases this would not be possible or appropriate); not everyone has friends/family to assist. I cannot believe that DWP would do regular home visits.

Please provide the regulations or guidance that describes who would provide this assistance and procedurally how it would work.

Thank you

Yours faithfully,

Glenys Harriman

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