"Script" / guidance for Universal Credit Service Centre on PIP and"Housing Cost Contributions"

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

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Dear Department for Work and Pensions,

Just wondering if you would be able to copy the information that Universal Credit service centre staff have to hand when answering calls on "Housing Cost Contributions" ie Non Dependent Deductions, especially anything on exemptions.
Similarly what they are advised to say when someone notifies that they are in receipt of PIP.

I ask this because we were told that someone had telephoned the UC service centre to advise that they had been awarded Personal Independence Payment daily living rate and had been told by the service centre adviser that they didn't need to notify of this as it doesn't affect UC; when she then explained it was so the non-dep deduction could be lifted they (incorrectly) said that this only applied when it was the non-dependent (not the claimant) who was on PIP.

I am concerned that claimants who are unaware of the regulations are being given wrong information and may miss out financially as a result. I would be interested to see if there is anything in the wording that is unclear, incorrect or ambiguous.

Thanks for your help.

Yours faithfully,

Glenys Harriman

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Dear Glenys Harriman
Please find attached our response to your recent Freedom of Information
Yours sincerely
DWP Central Freedom of Information Team

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