All DWP Universal
Credit phone lines are now free and nobody will be charged when
they need to call to get help with their Universal Credit claim.
In October, Secretary of State for Work and Pensions committed to making
all DWP helplines
Freephone numbers by the end of the year.
Secretary of State for Work and Pensions said:
We’re building a welfare system that is fit for the modern
world where people increasingly manage their affairs online.
The vast majority of people apply for Universal Credit online,
setting up an account that they can access 24 hours a day to
manage their claim.
Work coaches are also there to support people with their online
account but we know this is a big change for many, and we want
to make sure people can get the extra help they need, without
worrying about paying for a phone call. That’s exactly why
we’ve set up the new Freephone numbers, which are available
from today.
The key Universal Credit Freephone numbers include:
Anyone calling the old numbers will hear a message informing them
of the change and the new number to call.
Freephone numbers for other DWP benefits and
services are set to follow, with all numbers switched over by the
end of 2017.
99% of applications to Universal Credit are made online.
Universal Credit claimants can update any changes in
circumstances, check on their payments and rearrange appointments
24 hours a day through their online journal.
Previously, calls were charged at local rates set by providers
and were free for many people as part of their call package. If
someone had been concerned about the cost, they could request a
free call back.
Anyone calling the old numbers will hear a repeated message
informing them of the change and the new number to call. They
won’t be charged for listening to this pre-recorded message as
long as they hang up before the call is terminated. The message
will be clear about the need for the caller to end the call
before they are cut off.
