Assistance in managing Universal Credit online

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

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Glenys Harriman

Dear Department for Work and Pensions,

Thank you for providing training documents on helping UC customers with complex needs (https://www.whatdotheyknow.com/request/r... )

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

DWP freedom-of-information-requests, Department for Work and Pensions

This is an automated confirmation that your request for information has
been accepted by the DWP FoI mailbox.
 
By the next working day your request will be forwarded to the relevant
information owner within the Department who will respond to you direct. 
 
If your email is a Freedom of Information request you can normally
expect a response within 20 working days.
 
Should you have any further queries in connection with this request do
please contact us.
 
For further information on the Freedom of Information Act within DWP
please click on the link below.
 
[1]http://www.dwp.gov.uk/freedom-of-informa...
 

show quoted sections

References

Visible links
1. http://www.dwp.gov.uk/freedom-of-informa...

DWP Strategy Freedom of Information, Department for Work and Pensions

1 Attachment

Please see the attached reply to your Freedom of Information request
 
Yours sincerely
 
DWP Strategy Freedom of Information Team

show quoted sections