universal Credit support

Citizens Advice is funded to support claimants through every step of making a Universal Credit claim. The service, Help to Claim is available to anyone who is making a Universal Credit application.

telephone support service

The telephone is a free to use national service available from 8am to 6pm, Monday to Friday.

0800 144 8 444

Face to face support locations

web-chat & online support

We have a range of online information, advice and guidance available online which you can access. From there is also access to the Universal Credit web-chat service where you can speak to someone online about your query.

Access online support here

5 step process to our support

Step 1 - No wrong door access

Our service is available, face-to-face, over the phone and online through web-chat and online content - to allow you to access support in the way that’s right for you.

step 2 - Individual needs assessment

However you access the service, we’ll start by assessing your individual needs to make sure you get the right level of support in the way that is right for you.

step 3 - support with your application

step 4 - getting ready for your first payment

Depending on your level of need, support may include:

  • Checking whether you should be applying for Universal Credit

  • Setting up an email address or Universal Credit account

  • Working through your claim to-dos

  • Accessing the Universal Credit phone claim service or DWP home visiting support

  • Verifying your identity

  • Providing additional evidence

  • Preparing for the practicalities of a monthly payment

  • Accessing adaptations such as direct payment to your landlord or condition easements

step 5 - access to longer term support

Our Help to claim service supports you with making your Universal Credit claim. We also have a number of other services that can provide support with other issues such as debt or housing. Equally, we have the ability to make referrals to more appropriate support organisations if that is the best thing for you.