Ipswich Unemployed Action.

Campaigning for Unemployed Rights.

Citizens Advice: Rollout of Universal Credit Should be Stalled.

with 50 comments

Image result for universal credit

As Threat Looms for More and More People Calls Grow for Halt to Madcap Misery Scheme. 


Briefly on the BBC News this morning this is a Bombshell from those with first-hand experience of helping people in difficulties with Universal Credit.

Our Newshounds on this site will no doubt find out the Government Response.

So far, silence, silence, silence.

I begin with the trustworthy and always acute source, Computer Weekly,

Citizens Advice calls for roll-out of Universal Credit to be paused

A report by the advisory charity highlights issued around making and managing claims online, lack of digital skills and problems with identity verification through Gov.uk Verify

 Citizens Advice has called for the Department for Work and Pension (DWP) to halt the roll-out of Universal Credit (UC) as people struggle to make claims successfully.

One of the big changes under Universal Credit was the switch to a ‘digital’ benefit. For the first time with the full digital service, claimants both apply for and manage their UC claim online. The intention behind this change is to encourage UC claimants to develop their digital skills,” the report said.

Citizens Advice believes that being online could make it easier for people to find and secure work, and access information.

“A digitally-delivered benefit system also has the potential to become more efficient, allowing claimants to better manage their payments and any changes of circumstances,” it said, but added that rolling out a fully digital Universal Credit requires “significant support”.

One in five adults in the UK lack basic digital skills and one in seven don’t have access to the internet at home.  

“These people are disproportionately likely to be disabled or have a long-term health condition, and to be unemployed or on low incomes. These are also the groups most likely to be making a claim for UC,” the report said.

“A survey of our UC clients in full service areas found nearly half (45%) had difficulty accessing or using the internet – or both.”

This makes it difficult for citizens applying for benefits to do so online. In fact, 52% of the people surveyed by Citizens Advice said they found the online application difficult and felt that the support they needed was not available. Most people have also not been informed that there are other options than applying online.

“Without accessible facilities and support, there is a risk that the significant minority of claimants who lack digital literacy or internet access will experience additional delays and errors in their initial claim,” the report said.

Citizens Advice chief executive Gillian Guy said that while the charity supports the principles of Universal Credit, the system is failing “too many people, pushing them into debt and leaving them without the means to make ends meet”.

“The current flaws with the system also undermine the very reasons Universal Credit was introduced: to simplify the benefits system and make sure every hour of work pays. As things stand, too many people are finding Universal Credit very complicated, and problems such as long wait for payments or difficulties getting help with an application mean they are less able to focus on getting into work or increasing their hours,” Guy said.

“The government needs to pause plans to accelerate the roll out of full service Universal Credit this Autumn and devote the time and resource needed to tackle the key problems which mean the system is not working.”

The Mirror is good too:

‘Universal Credit is failing people’ – Charity calls for benefit roll-out to be stalled over six week waiting lists, headlines the paper.

A Citizens Advice report has warned that households are being forced into debt as a result of prolonged waiting times and is now calling on the government to suspend the roll-out while issues are resolved.

The roll-out of Universal Credit should be paused until significant problems with it are fixed, Citizens Advice has claimed.

In a new report titled ‘Delivering on Universal Credit’, the charity has highlighted the issues households are allegedly facing as a result of the new benefits roll-out, which it says is forcing thousands into debt.

It said that families are having to wait six weeks on average for initial payments, while a third of claimants are waiting more than two months – pushing three in five into the red cover their costs.

This is due to a ‘wide range of administrative challenges’ the study said, including problems with the online system and long waiting times, which it says the government needs to tackle before it can proceed.

It’s also argued a new ‘advance payment’ should be introduced to cover families while they wait for payments to be processed.

This is the Bureau’s statement,

The rollout of Universal Credit should be paused until significant problems with it are fixed, says Citizens Advice.

In a major new report – Delivering on Universal Credit – the charity reveals that the requirement to wait for six weeks to receive any payment means people face serious financial insecurity, with many being forced into debt.

The research also identifies a wide range of administrative challenges, including problems with the online system and long waits to get help over the phone, which can make the initial six week wait even longer.

Universal Credit merges six existing benefits into one – including tax credits, housing benefit and Employment and Support Allowance (ESA).

By 2022 over 7 million households will receive Universal Credit and new Citizens Advice analysis reveals over half (54%) of these will be working households.

Universal Credit will be claimed by more than half (52%) of all families with children in the UK and 6 in 10 (58%) households where an adult is disabled or has a long term health condition.

As part of the new study, Citizens Advice surveyed 800 people who sought help with Universal Credit in areas where there is full service – meaning anyone who would have previously have claimed one of the old benefits has to apply for Universal Credit.

It finds:

  • Over a third (39%) of people are waiting more than the 6 weeks it should take to receive their first payment.

  • Just over 1 in 10 (11%) are waiting over 10 weeks without the benefit.

  • 3 in 5 (57%) are having to borrow money while waiting for their first payment.

In the last year Citizens Advice supported more than 30,000 people with Universal Credit issues, with a quarter (25%) also needing help with debt issues.

The report also reveals that people are having problems with the application process. These range from difficulties using a computer or with the online system, to issues getting hold of the right evidence to support their claim.

And when things go wrong the research shows people are not able to get the help they need: nearly a third (30%) of people said they had to make more than 10 calls to the Universal Credit helpline during their application process, often having to wait over 30 minutes to get through.

Full service Universal Credit has been rolling out gradually across England and Wales for over 2 years, to around 5 new areas each month. But in October this process is set to speed up significantly, to over 50 new areas every month.

Citizens Advice is calling on the government to pause this acceleration and use the time to fix key problems with Universal Credit, before thousands more people are brought into the system.

The national charity also highlights that, unless addressed, these challenges will undermine the goals of Universal Credit, to simplify the benefits system and offer people the security and support they need to move into and progress in work.

As it stands many people are facing uncertainty about how much money they will receive and when it will arrive. This insecurity filters through to other areas of their lives, for instance making it harder to focus on finding work while they worry about how to keep on top of bills or put food on the table.

One woman turned to Citizens Advice for help when her Universal Credit application was delayed because her childminder didn’t provide receipts on a type of letter headed paper which was required as evidence for her claim. Because of this delay she lost her childcare places and had to take time off work to care for her children. Further delays to her Universal Credit claim then meant she could still not afford childcare, and she has since lost her job for taking so much time off.

Citizens Advice Chief Executive, Gillian Guy, said:

“Universal Credit is already failing too many people, pushing them into debt and leaving them without the means to make ends meet.

“Citizens Advice supports the principles of Universal Credit, but pushing ahead with roll out while the system remains beset with problems will put thousands more families at financial risk.

“The current flaws with the system also undermine the very reasons Universal Credit was introduced: to simplify the benefits system and make sure every hour of work pays. As things stand, too many people are finding Universal Credit very complicated, and problems such as long wait for payments or difficulties getting help with an application mean they are less able to focus on getting into work or increasing their hours.

“The government needs to pause plans to accelerate the roll out of full service Universal Credit this Autumn and devote the time and resource needed to tackle the key problems which mean the system is not working.”

In its new report Citizens Advice makes a range of recommendations to fix Universal Credit before it is rolled out more widely:

Reduce how long people have to wait for their first payment

  • Remove the 7 waiting days at the start of a claim, to reduce the amount of time people have to wait for their first payment.

  • Make sure everyone moving to Universal Credit is told they can get an Advance Payment to help them while they wait for their first payment.

Improve the support available to people so they can make ends meet

  • Introduce an online system so people can book their initial Jobcentre appointments online rather than having to call the Universal Credit helpline.

  • Make the Universal Credit helpline free of charge, at least until the roll out is complete.

  • Allow people to adjust to Universal Credit by offering everyone options in how they would like the benefit to be paid.

  • Put in place a comprehensive support package before Universal Credit roll-out accelerates, to make sure people get advice to manage their money and deal with any complications in the application process.

Notes to editors

  1. Survey of Citizens Advice clients asking for help with Universal Credit in full service areas running since August 2016 in 18 areas and as of May 2017 had a total sample of 792.
  2. Projection of number of families claiming UC in each constituency when full service rollout has completed uses national patterns of benefit claims from Family Resources Survey 2014-15 and constituency level administrative data from the DWP and HMRC from August 2015
  3. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  4. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  5. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk
  6. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  7. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  8. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.

Written by Andrew Coates

July 7, 2017 at 3:35 pm

50 Responses

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  1. It looks like its a case of get on your bike……To look for the nearest Jobcentre also.



    Its totally shameful that people at the reciving end are treated like dirt and simply don’t matter.


    July 7, 2017 at 7:44 pm

    • Can’t they just be dropped off in the works van like usual?

      Straight Outta Clayton

      July 7, 2017 at 8:18 pm

    • Damian Hinds, Minster for Employment, said: “We will always make sure that people have the support they need to get into and progress within work. ”

      These changes reflect the fact that more people access their benefits online resulting in many of our buildings being underused. That’s because they are told there is no other option other than apply on online Damien Hinds.


      July 7, 2017 at 9:15 pm

  2. Self-employed” workers, – gig workers.PLEASE



    July 7, 2017 at 9:07 pm

  3. One of the UK’s largest trade unions has blasted the growth in low-paid jobs and wage disparities between age groups, calling on the government to significantly increase the legal minimum wage to reflect rising living costs.

    Unison is calling on the government to raise the legal minimum from £7.50 an hour for those aged 25 and over to the level of the “real living wage” – £9.75 an hour in London and £8.45 elsewhere

    Lets see how they get on with that one.



    July 8, 2017 at 9:09 am

  4. Ever felt like the country is being set up for something ?

    There’s no doubting there’s going to be the biggest push towards UC flaws and all next year. The Tories know its flawed deeply so the urgency has me linking this to the pending divorce, brexit.
    As much as people think globalization is a dying fish, all i see is its alive, well and still if a little rocked on schedule.
    The UK leaving Europe only allows it the wiggle room to join one of the larger 2 federations that Europe will cling to like a good little lap dog when there forced to make a choice. You see being in the EU makes us part of a group that’s a member of the federation where as outside it we are an individual member of the federation, a much more powerful position or so they think.

    Plan for the worst,hope for the best is the gamble here so im expecting there will be casualties.


    July 8, 2017 at 10:08 am

    • A nation of slaves.


      July 8, 2017 at 1:59 pm

      • That’s where we’re headed anyway.


        July 8, 2017 at 2:57 pm

      • I thought we were already a nation of slaves! (titter)

        jj joop

        July 9, 2017 at 1:39 pm

  5. Universal Credit is like Universal Jobmatch. The government will just keep throwing money at it until does work, never mind the cost in human misery or to the taxpayer either. As usual, the software for UC is simply not up to it. If memory serves, they are locked into a contract with some company who have sold them a piece of software called Agile, of all things. The name says it all.

    jj joop

    July 8, 2017 at 10:31 am

    • Its called encouraginging people back to work,what work.

      The problem is it doesn’t overcome barriers faced from skills to age and a number of other areas in weak labour conditions.Calling it what they like people are still dependent on benefits to survive until something hopefully improves.This cycle can go on for years’.

      Work work but they close Jobcentres putting people out of work and into a Jobcentre themselves.


      July 8, 2017 at 11:03 am

      • I believe that about 7% more people get work and remain in work a bit longer on UC than Jobseeker’s Allowance. The question is: Is a relatively modest increase in getting people into work and keeping them there a bit longer worth the pain and misery it causes to the poorest applicants who have to claim it? Is a dinky imporvement in getting people off the dole worth the convulsions that UC wreaks in the lives of hundreds of thousands, eventually millions, of innocent people down on their luck?

        The sane answer would be, no.

        An honest government would be trying to improve UC.


        July 8, 2017 at 1:58 pm

    • Agile is just a development methodology which uses iterative, evolutionary methods to, supposedly, make software development quicker by altering it as and when necessary rather than designing it all beforehand. People say that it can make some software projects be brought to completion quickly but the thing is it doesn’t make the impossible possible; things that can’t be done, or done properly, using a different kind of management remain impossible to do using agile methods.

      Besides, as far as I know, agile was pretty much dropped as far as UC was concerned because bit and pieces of the project were being done by a shit-load of private contractors, all doing their thing in their own preferred way, with the end result difficult to get to work coherently or correctly.

      Piss poor design pretty much guaranteed that UC would be an abortion too.

      Which it is.

      But as millions end up migrated to it, then, the shit will really hit the fan!


      July 8, 2017 at 1:53 pm

    • Agile!? A more fitting name for the universal credit software would have been Rigor Mortis 😉


      July 8, 2017 at 2:47 pm

      • Agile isn’t software it’s only a way to “do” software.


        July 8, 2017 at 3:50 pm

  6. May claims of being bold when she is weak show all the signs of a psychopath.


    July 8, 2017 at 11:19 am

    • It is to “find ways to get you off benefits by hook or by crook”


      July 8, 2017 at 1:00 pm

  7. Off Topic: Has anyone ever met a “specialised work coach”? My work coach told me that next time I see her I’m going to have a hour long session with her and this other person to try to find ways to help me move forward to find jobs. Probably just another self important idiot but you never know.
    Also I’m pretty sure that when I refused to use Electronic Signing my work coach said that she would be unable to update my Claimant Commitment. Does anyone know whether this is true? If so it would avoid them trying to screw me around.


    July 8, 2017 at 11:49 am

    • The 👿 “Hit Squad” 👿 is back!!!!

      The Terminator

      July 8, 2017 at 12:42 pm

    • Make sure you got your job search ‘evidence’ in order. Shit Squad interviews were at least an hour long, more like two hours. The plan was to raise an ASE (Actively Seeking Employment) doubt, and was the sole point of calling you in . They would go through your evidence with a fine-tooth comb, an almost forensic examination and even if they couldn’t find anything the bastards would still ‘raise a doubt’. A cockroach conducting an hour long ‘intervention’ won’t be your common or garden signing-on desk jockey bug. Be careful!

      Sarah Connor

      July 8, 2017 at 12:54 pm

      • i have had 1 for the last 7 months and all it is doing is finding a way to raise a ase doubt and did but come right back and am taking it to tribunal and also said any doubt raised will bee taken to tribunal as well and has backed right off even got me a interview with a so called employer at the jcp on my signing day and i guess was hoping i never turned up but i did and brought id and cv yet when i arrived was told i now dont have to go to the interview as no way i could do the job anyway with the nerve damage to my right arm but knew that anyway so just a set up imo then get this i am now on extended sick leave for 12 weeks as just over a year b4 i had my last one so if they know i am not fit for work why arrange a interview for a job they know i could not do in the first place and not even be able to get there as no bus and told to ride my bike pmsl.

        tho they did give me two options.
        12 weeks sick leave or sign on every day but was told i would not have my bus fair refunded and pointed out that if it is not my signing day then it must be refunded or they can pay 25p per mile for fuel so if you want to pay 25 quid a week in bus fair thats fine by me 😉


        July 9, 2017 at 1:59 pm

    • It is to “find ways to get you off benefits by hook or by crook”.


      July 8, 2017 at 1:01 pm

    • Somethings going on I’ve had five signing appoinments booked in advance including with two other advisers’.

      The Claimant Commitment I have (JSA) was signed with a stock digital signature of mine and given no chance to examine it for changes made and none were explained.While its my signature I didn’t sign it.


      July 8, 2017 at 6:13 pm

      • Back in the day before electronic signatures the cockroach would at least print of your CC, turn it over so you couldn’t see what you were ‘agreeing’ to, slam it down on the desk, hold it down and tell you to sign on the back.

        Clay Mant

        July 9, 2017 at 7:24 am

      • It appears to be a constructive process of set up to fail by removing all restrictions and not complying with the law and also causing confusion with appointments.However not just the disabled in this case as in the past with these commitments. .


        Looking at Superted’s comments above it does appear there is an element of perhaps unsurprisingly the mention of a tribunal not being taken at all well.I ran into a nervousness when I did this also.


        July 9, 2017 at 2:55 pm

      • i put in a sar as well and did not like that either lol but the adviser was told at least 4 times to get my email address on the lms but as i have foi requests that states i do not have to give it to them has given up on that one. also wanted a copy of my cv as well and done the same as i have to show i have one but i dont have to give them a copy to keep. i also pointed out that i gave them this b4 and was filed in the bin.

        my sar only goes back 3ish years so all the sanctions ect b4 then has all vanished so am treated like i have been on dla for 20 years but i have always been on jsa so there you go.

        the only problem with there plan is they cant force me to take any low paid part time work as no one will employ me as over the years have sent off 10s of thousands of jobs and in the last 18 months have sent my cv to 6268 jobs and still get no reply so there is no job left i have not apply for that i could get to.


        July 9, 2017 at 3:10 pm

    • I’ll get you Penelope Pitstop!

      The Hooded Claw (DWP Work Coach)

      July 9, 2017 at 2:40 pm

  8. Students in England leave university with higher debts than almost anywhere else in the developed world, the Institute for Fiscal Studies said this week.

    are they worth the money?



    July 8, 2017 at 3:05 pm

    • Enigma

      This is precisely what i was trying to convey when i spoke about nurses not being paid enough when you factor is repaying such a loan ontop of taxes and NI which is taken prior dew to skilling not being tax deductible (bettering yourself).


      July 9, 2017 at 9:12 am

    • What will happen to those Debts.

      Will they be wiped out?.



      July 9, 2017 at 1:56 pm

  9. A mental health worker is to legally challenge the UK government’s deal with the Democratic Unionist Party (DUP). – Bribery act..



    July 9, 2017 at 2:01 pm

  10. OT: Gig-Economy coming to work near you, with less rights

    A government review into the rapidly changing world of work is to demand a radical overhaul of employment law and new guarantees on the minimum wage.
    The review is set to call for a new category of worker called a “dependent contractor”.
    Those workers – likely to cover riders for firms like Deliveroo and Uber – should receive benefits such as sick pay and holiday leave, it will say.
    And they will be covered by some of the minimum wage requirements.

    ME: Note that last line….


    July 10, 2017 at 9:19 am

    • Gazza

      This is out of whack and can be addressed far simpler as workers shouldn’t have to pay for businesses lacking work and poor business models.

      In the hay days work was plenty so being self employed easily generated more money than a standard PAYE job. You were paid on piece or individually priced contract.

      If we take people delivering pizzas, they dont get given enough to deliver per hour to generate any profits, largely dew to how long you can hold food after being prepared. Businesses like deliveroo with a deliberate self interest and flawed business model have jumped in to consolidate the whole fastfood industry which while lowers costs and recruitment for individual fastfood suppliers, shites on the deliverer and thus leaves them out of pocket. Fast food delivery on this scale should be banned as you cant treat food like parcels which clearly is how they try and flog it to potential deliverers. It also risks breaching health and safety if the time boundary is gone beyond.

      Multidrop is another problem and has been contorted by combining two sectors of delivery. You buy a product and choose a delivery type. Naturally you pay more based on how speedy that delivery is. The problem is the driver deliverer isn’t receiving more for an express delivery/collection than they are a normal anytime, the business is pocketing it.
      To earn a good living out of couriering you have to have a mix with express being more prominent and the multidrop forming on bad days in particular when no express is present, a good base rate of monies to continue on until work picks up again.
      The likes of ebay, amazon cant be seen in the same vein as a single supplier of a said product/s who would routinely pay a PAYE structure dew to no opportunity for profit. A clear divide has to be made.

      This is just two examples of exploiting a trade for singular gain that does not serve the employees/workers/etc who are the ones that make it possible. Profit and investment/investors are the areas to look at as far to few are profiting off the backs of the many.


      July 10, 2017 at 10:45 am

  11. The Torygraph

    She needs help again!,

    Theresa May will ask Jeremy Corbyn for his support in delivering Brexit and pushing through legislation as she faces up to the “reality I now face as Prime Minister”.

    Mrs May will on Tuesday make a direct appeal to opposition parties to “contribute, not just criticise” and help “clarify and improve” her policies in the Commons instead of undermining them.

    It comes at a time Mrs May’s leadership is at its weakest, amid open calls by Tory MPs for her to stand down following her failure to secure a majority at the election.



    July 10, 2017 at 9:33 am

  12. The coming battle over ‘net neutrality’



    July 10, 2017 at 9:40 am

    • Enigma

      Removing net neutrality will end the internet as you know it and will be contorted into a cash cow and the haves and have nots.


      July 10, 2017 at 9:59 am

  13. Rollout of UC

    Andrew, been searching for a Direct GOV response and there does not appear to have been one other than 3 days ago confirmation of Further Rollout.

    Suspect will not be getting one anytime soon.


    July 10, 2017 at 9:41 am

    • I’ve been looking on C.A.B, as though.


      July 10, 2017 at 9:47 am

    • Gazza

      Its amazing don’t you think that we wouldn’t have had any prior warning by government or DWP and that it took us talking about the strange going on at DWP to even know somethings a foot.

      Talking of this, have you or anybody else been experiencing rather than one to ones, that your being given a stream of group signing on sessions instead ?


      July 10, 2017 at 9:53 am

      • 50 new areas marked for UC to begin in October.

        Yeap, the rapid run to force through UC is planned currently to begin after the summer.

        The question is why would a person/s put in place something they know is badly flawed and will be for some time to come ?

        We know already the Tories like to stick in to anyone who cant produce revenue for them but this signals something different, something telling and far reaching to the overall public.


        July 10, 2017 at 12:27 pm

      • doug

        not so far – am being sent onto a job fair though – that should be fun – I will be walking around asking if jobs are Zero Hour contract
        where I am signing it appears that they have been warned’ about me – though I have not let down my guard. With the job fair thing it was “would you like to go”, not “You Must attend”.
        It appears there are attempts to make me trust them – saying loudly so boss lady at next desk can hear during chit chat [no i do not give anything away at any time unless it is in my favour] “I really shouldn’t be saying this… but…” Not once but now for a second time.
        Strange that, so it’s Shields up, Red Alert, Romulon’s in area, ready Phasers and Photon Torpedoes


        July 10, 2017 at 12:46 pm

      • The Tories are desperate to carry on with Universal Credit based on what they think it will save them by means of getting people into jobs, sanctioning folk, driving people of benefit but not into jobs, and cuts in benefits that will happen when people move from legacy benefits to Universal Credit where their entitlements are much less.

        Tory spending plans are dependent on making big savings by means of Universal Credit.

        They WILL press on with it for as long as they can.


        July 10, 2017 at 4:59 pm

  14. A lot more homeless out there than we would think.

    Rural homelessness ‘hidden crisis’

    number of people sleeping rough in barns, outhouses and parked cars in rural areas had risen by up to 32% between 2010 and 2016.

    “In cities, you see people sleeping in shop doorways and you don’t see that so much in rural areas as there are alternatives which are off the beaten track such as tents in wooded areas and outhouses.”



    July 10, 2017 at 10:00 am

  15. a more efficient and modern employment service – they say with closing jobcentres.

    Final plans have been published to update the DWP’s property estate so services reflect the way people access jobs and the benefits system.



    July 10, 2017 at 10:16 am

    • Enigma

      Make me laugh, what a load of tosh as you cant make a claim other than online unless you have no arms,eyes,etc so its hardly surprising 99% are online claims.
      Why aren’t people challenging this claim, surely no ones that dumb.
      Isn’t anyone in media going to push a mic into the DWP ministers face and ask have you polled claimants to find out what they prefer. Why aren’t media approaching welfare claimants and asking them what they would prefer as i know even working people hate that things online always leave you with no redress where you cant actually speak to a human free of charge to deal with problems. Also working people are being given pay slips via email/online yet many don’t have internet,cant afford internet or don’t know how to use there smart phones/computers and what are they told. GO USE THE LIBRARIES.


      July 10, 2017 at 11:01 am

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