Research and analysis

Qualitative research with Universal Credit telephone claimants

This research aims to develop an understanding of Universal Credit telephone claims and what the benefits and drawbacks are compared to online claim management.

• From: Department for Work and Pensions
• Published: 19 September 2023
• Last updated: 20 October 2023 — See all updates

Documents

Qualitative research with Universal Credit telephone claimants

HTML

Technical report: Universal Credit telephone claims

Ref: ISBN 978-1-78659-573-7, Research report no. 1043

HTML

Qualitative research with Universal Credit telephone claimants

PDF, 284 KB, 34 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

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Technical report: Universal Credit telephone claims

Ref: ISBN 978-1-78659-573-7, Research report no. 1043

PDF, 323 KB, 22 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This research will help DWP to better understand the needs of those who use the telephony service and the learning will also support the wider Move to UC programme.

The aim of the research was to develop an understanding for how claims were managed and what the benefits and drawbacks were for telephone claims compared to the standard online claim management as is usual for Universal Credit.

Published 19 September 2023
Last updated 20 October 2023 + show all updates

1. 20 October 2023

   Added HTML versions of 'Qualitative research with Universal Credit telephone claimants' and 'Technical report: Universal Credit telephone claims'.

2. 19 September 2023

   First published.