Universal Credit Adviser Ordered Not To Tell Claimants About Hardship Support

An undercover adviser, working for Channel 4 Dispatches, was told not to advise claimants about the existence of vital cash funds.

Photo credit: jovike via photopin cc

An undercover Universal Credit adviser was ordered not to inform claimants about vital hardship payments, the Daily Mirror has reported.

The undercover adviser, working for Channel 4 Dispatches, was told not to advise claimants about the existence of emergency cash funds available to jobseekers struggling to make ends-meet.

He was also instructed not to inform claimants about the availability of advance payments, which can be paid while their Universal Credit claim is being processed by decision makers.

Claimants can apply for a one-off grant from the ‘Flexible Support Fund’, which can be used to help them move into employment.

However, a trainer told the undercover report not to inform claimants about the fund unless they specifically asked about it.

When he questioned the motives behind this stance, he was told: “If we did, everybody would want one, yeah, and it’s a very small budget, so we don’t talk about it.

“It’s a bit like Fight Club – we don’t discuss what happens in Fight Club. So you don’t talk about flexible support fund either… so the work coaches usually bring this up…”

New Universal Credit claimants often have to wait several weeks for a decision to be made on their claim. During this time they are typically expected to support themselves.

However, advance payments and other hardship funds are available to people who may experience financial difficulties during this time.

Universal Credit merges a number of existing benefit into one single monthly payment. The flagship scheme has been dogged by delays and software problems since its conception.

The reporter, who was working in a DWP service centre, was also told not to tell claimants about hardship funds in the event of their benefit payments being ‘sanctioned’.

“You don’t offer it unless you think they’re in dire straits”, the trainer said

“The whole idea is the punishment, that’s what you’ve got to suffer but if you can’t manage, we’ll consider doing something for you.

“So they’ve got to say, ‘well I can’t manage without my standard allowance, so I need some help’ and you go ‘right, there is a hardship possibility’.

“You don’t advertise it but if they say, ‘I can’t manage’, they don’t have to say, ‘I need a hardship payment’, they say ‘I can’t manage’ and you say, ‘well I can’.”

A spokesperson for the DWP said: “Service centre workers are there to provide administrative support over the phone, not to build the close relationship with the claimant that our work coaches in Jobcentres do.

“At a new claim interview our work coaches inform claimants that budgeting advances are available ”

He added: “Work coaches can identify if the locally-administered flexible support fund can help someone overcome barriers to work – not service centre workers.”

Defending Universal Credit, the spokesperson said: “Universal Credit replaces the complex myriad of means-tested benefits to simplify the system and make work pay.

“It is already transforming lives with claimants on Universal Credit moving into work faster and earning more.

“When fully rolled out it will make three million people better off with a £7 billion boost to the economy every year.”



  1. Universal credit has a housing benefit payment within its structure so to deny help whilst claimants are waiting on Universal credit is being sorted is also putting the claimant at risk of being made homeless and if made homeless it is harder for the person to find employment.
    So the DWP is actually trying to hamper claimants finding employment by not offering the advice on hardship payments or back to work payments.
    Not forgetting people with a criminal record and straight out of prison will end up returning to crime to fund the short fall. If you leave people in such a dire place you cannot blame them if they turn to crime. I know if i sat on a jury where the dwp via a benefit sanction forced someone to commit a crime to survive i would not find them guilty. it is that simple. We have a welfare state to catch people when down on their luck not make it harder for them to survive,.

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