How to claim:

At Citizens Advice, Universal Credit is our fastest growing advice area.

Since the roll out began we’ve helped over 175,000 people with Universal Credit issues. The majority of people who come to us for help with Universal Credit need help in making their initial claim.  We’ve designed a new service which meets this need and it will be available in England and Wales from April 2019.

The Service

Step 1: Multi- channel ‘no wrong door’ access


 Our service will be available, face-to-face, over the phone and online through webchat
and online content - to allow you to access support in the way that’s right for you.
You could be sign-posted or referred by other support agencies or self-refer.

Step 2:  Individual needs assessment

However you come into our service we’ll start by assessing
your individual needs to make sure you can get access to the
right level of support in the way that’s right for you.

Step 3:  Support to start a Universal Credit claim     

● Check whether you should be
applying for Universal Credit.
● Set up an email address or Universal
Credit account.
● Work through claim to-dos.
● Access Universal Credit phone claim
service or DWP home visit support.

Step 4: Completing a claim and getting ready for first payment

● Verify your identity.
● Provide additional evidence.
● Prepare for the practicalities of a
monthly payment.
● Access adaptations such as direct
payments to landlords and
conditionality easements.
● Apply for additional financial support.

Step 5: Access to longer term support

Our help to claim service supports clients to make your initial Universal Credit claim.
We can also support you with other issues you may be facing in your life by signposting or referring
you to other services - within Citizens Advice or through other organisations.