Improving Universal Credit
In 2013 the Government launched Universal Credit (UC) to simplify the benefit system by bringing together several benefits that previously had to be claimed separately. As this is a complex change in the benefit system it has been rolled out gradually in different areas to test and improve the operation of UC in the light of experience; but in 2017 the Government halted the roll out temporarily to address serious problems highlighted in a report by Citizens Advice nationally. Although the Government made some changes in 2018, particularly to reduce the time that claimants have to wait before receiving any payment, Citizens Advice produced a further report showing that some claimants still need much more help to claim UC successfully.
Meanwhile UC was rolled out fully in the borough of Richmond upon Thames on 20 June 2018. We monitored the experience of our clients in claiming UC from then until the end of January 2019 and circulated a report identifying key issues that require improvement in in the operation of UC to local Jobcentre Plus management, local MPs, the Council and other local organisations involved with UC claimants.
What are we doing now to help improve Universal Credit?
The Government has accepted that there should be additional help for people claiming UC and is funding Citizens Advice services throughout England and Wales to provide it. At Citizens Advice Richmond we launched a Help to Claim service in April 2019. This service will support clients until they receive all the elements of their first UC payment to which they are entitled; but we will follow up a sample of these clients to monitor their experience over a longer period. In addition we are continuing to assemble evidence of issues that our clients raise about the operation of UC with a view to providing a further report before the end of 2019.