Dear Department for Work and Pensions,

This Freedom of Information (FoI) request is related to my previous FoI request: FoI 2020/09355 and its attachment “Spotlight on Claims by phone”.

In the Introduction of “Spotlight on: Claims by phone”, the last sentence states: “If a claimant does not satisfy the above circumstances but insists on making a claim by phone, they must be allowed to do so”.

Please provide me with any recorded information held by the DWP, including all guidance issued to DWP staff, detailing how a Claimant Commitment is accepted and kept up to date where a claimant declines to switch from a phone to an online claim and declines to use the online service or journal while they are in receipt of Universal Credit and attending a Jobcentre on a regular basis, i.e. fortnightly or weekly.

Yours faithfully,

Theodore Allan

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

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no-reply@dwp.ecase.co.uk on behalf of DWP Policy Group Freedom of Information, Department for Work and Pensions

3 Attachments

Dear Theodore Allan,

I am writing in response to your request for information, received 6th
March.

Yours sincerely,

DWP Central FoI Team