Guidance on phone claims for universal credit

The request was partially successful.

Dear Department for Work and Pensions,

1.For phone claimants of Universal credit can you please confirm if all claimants have a "Journal" maintain by
DWP Staff? or otherwise how notes and decision are kept on phone claims ?
2. How can phone claimants access the records kept on their case?
3. What policies and procedures the DWP follows to ensure
a) that all telephone claimants are given a written breakdown of their UC Statement / award
each month
b) That all UC phone claimants are notified of decisions on their case and aware of how they
can challenge those decisions if necessary

Yours faithfully,

K Mills

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

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

2 Attachments

Dear K Mills,

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

Yours sincerely,

DWP Central FoI Team