Guidance

Universal Credit: Housing Queries Routeway

Updated 14 February 2024

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This publication is available at https://www.gov.uk/government/publications/universal-credit-housing-queries-routeway/universal-credit-housing-queries-routeway

Online support

General information

Landlords can get general information from:

Alternative payment arrangements and deductions

Landlords can get information on:

Third party payments

Third party payments guidance is available, this guidance includes:

  • creditor handbook
  • form to change the name or address of a landlord (creditor or supplier)
  • form to change the bank details of a landlord (creditor or supplier)
  • form to change customer reference numbers

Newsletter

A quarterly Universal Credit landlord engagement newsletter is available.

Specialist support

The teams in this section can provide more bespoke support to deal with issues.

Landlords should be aware of Universal Credit consent and disclosure policy regarding what information Department for Work and Pensions (DWP) can share with landlords, before you make contact.

Universal Credit service centre

For support with:

  • setting up a creditor reference number
  • alternative payment arrangement (APA) queries about managed payments to landlord – this includes: the start date of payments, when a first payment will be received, the amount of the next payment of Universal Credit housing costs towards rent, and to confirm changes to the amount of housing costs
  • social rented sector rent arrears deduction queries, or to stop a deduction
  • overpayments made to landlords

Landlords can contact the Universal Credit service centre:

Telephone: 0800 328 5644
Textphone: 0800 328 1344
Welsh language: 0800 328 1744

Monday to Friday, 8am to 6pm

Find out about call charges

Payment Services team (Third Party Payments)

Contact the Payment Services team (Third Party Payments) for support with:

  • social rented sector landlord missing or incorrect payments, and rent arrears queries
  • requests for duplicate payment schedules
  • identifying tenants where payments have been included on a 28-day bulk payment schedule

You must have a creditor reference number before contacting Payment Services team.

Contact your local partnership manager for support with:

  • private landlord missing or incorrect payments, and rent arrears queries
  • identifying tenants where payments are not part of a 28-day bulk payment

Debt management

For support with debt management and overpayments, contact DWP Debt Management:

Telephone: 0800 916 0647
Textphone: 0800 916 0651
Calling from abroad: +44 (0)161 904 1233
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 916 0647
Find out about call charges

British Sign Language (BSL) video relay service if you’re on a computer
Find out how to use the service on mobile or tablet

Monday to Friday, 9am to 4pm

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