Confused about Universal Credit? : A case for greater onboarding support for new claimants.

Currie, Morgan and Podoletz, Lena (2023) Confused about Universal Credit? : A case for greater onboarding support for new claimants. UNSPECIFIED.

Abstract

This report focuses on issues of confusion or lack of knowledge that claimants have expressed about fundamental features of the Universal Credit (UC) system. As UC is a ‘digital by default’ system, most claimants apply and manage their accounts online. Moreover, face-to-face meetings are only required of claimants who are looking for work and are assigned a work coach, whose primary task is to assist with work search-related matters. All claimants can send queries through their online account to UC case managers, whom they do not meet with in person.