For a number of people, attending an in-person identity verification check for their Universal Credit claim may not be possible, the DWP has explained the options available
The Department for Work and Pensions has shed light on how it deals with people who are unable to meet certain requirements of the Universal Credit application process, specifically those who cannot attend a face-to-face identity verification check typically conducted at their local Jobcentre.
Liberal Democrat MP Lisa Smart raised concerns in a written statement about what provisions would be made for people with severe mental health conditions or physical disabilities to ensure they wouldn’t be penalised for not being able to attend this check in person.
Sir Stephen Timms, Minister for the Department for Work and Pensions, reassured that several accommodations can be made for these claimants and their cases will only be closed as a “last resort”.
He detailed the comprehensive process the DWP follows to assist in these checks, adding: “The claim will only be closed as a last resort once all avenues are exhausted. There is an option to reopen the claim once contact is made.”
For any claimants worried about these in-person checks, Timms added: “DWP recognises that not all claimants can attend in-person appointments due to health or disability-related barriers. To accommodate this, the department offers multiple identity verification channels.”
Online verification could be a viable alternative to in-person checks for some, using passport details or credit reference data to confirm the applicant’s identity.
Timms clarified: “DWP can conduct biographical interviews by phone or arrange a home visit to verify the claimant’s evidence or undertake the biographical questions.”
If online verification doesn’t work, telephone or home visits are also an option. A DWP representative can conduct a biographical interview with the claimants over the phone or arrange a visit to their home.
In some cases, claimants may be able to authorise a trusted individual to assist with their claim, including ID verification. The DWP can appoint this person to help manage the claim, discuss verification options and the available accommodations.
For those required to attend in-person appointments, Timms pointed out: “If a claimant fails to attend, for the next month an agent will endeavour to contact the claimant to understand the reason for non-attendance. They will try numerous times to make contact using the claimant’s preferred contact channel.
“Where contact is made there will be an assessment of whether the claimant had a ‘good reason’, which may include mental health conditions or physical disabilities.
“The agent will consider whether alternatives to the initial face-to-face appointment are needed, how the claimant can be supported to complete the ID verification process and work with any support network in place.”
People claiming six older benefits are being shifted to Universal Credit through a transfer process that also includes verification checks. This covers those receiving working tax credits, child tax credits, income-related employment and support allowance, income support, income-based jobseeker’s allowance, and housing benefits.
Timms outlined that individuals being moved to Universal Credit via the transfer process would “discuss what support they need with appropriately trained agents, so that suitable arrangements can be put in place”.
Those affected will get a transfer notice letter telling them what actions they must take to continue receiving their benefit payments and the deadline for applying to Universal Credit.