Move to UC

By law, you have 3 months from the date that your Migration Notice is issued to make your claim for UC. The Migration Notice will include the exact date by which you should make your claim. If it does not, it is not a valid Migration Notice and you should contact the UC Service Centre on 0800 012 1331 to let them know.

We recommend that you do not make your claim as soon as you receive the letter, for a few reasons. First, it is worth taking your time to review the Migration Notice and make sure you understand what you will have to do – 3 months gives you plenty of time to prepare.

In addition, there is an ideal time to make a claim so that you wait the shortest time possible between payments. It usually takes 5 weeks from the date you make a claim for the first payment of UC to be issued. However, payments of income-related ESA and Housing Benefit will continue for 2 weeks after you claim UC. Therefore, making a claim for UC on the day after an ESA payment should mean you only have to wait 3 weeks between payments of ESA and Housing Benefit ending and UC payments starting.

Above all, we strongly encourage you to seek independent advice before making your claim to UC. Our advisers can guide you through the process of making a claim for UC and give you reassurance about how your claim will be dealt with. We can also give you a clear idea of what you will be entitled to receive. Special rules mean that someone moving across to UC when instructed to do so should not be worse off than they were on legacy benefits, but it helps to know exactly what to expect.

You may also feel that you would benefit from extra support with making your claim. The Department would like as many people as possible to make their claim online. This is because UC is a “digital-by-design” benefit, which means it is set up to be dealt with through the online system. Many people prefer this approach because it gives them more control over the process, but it does require the claimant to take more responsibility.

To make a claim online you will need to set up an account. To do this you will need an email address and access to a phone. Once the account is set up you will have 28 days to submit your claim for UC. The claim form will ask you for information about your circumstances, including your housing, your disability or health condition, your childcare, and your income, including other benefits, and savings. You will also need to provide bank account details and your National Insurance number.

If this sounds daunting, or if you are just not sure at this stage whether you will be able to use the online system, you can make a claim by telephone instead. To do so, you just need to call the UC Service Centre on 0800 012 1331 and select the option for people who have received a Migration Notice. When you get through to the agent, it is a good idea to explain why you need to make a telephone claim so that they understand the level of support you will need.

If you have someone who manages your current claim for you, or if you are calling on behalf of someone else, make sure you tell the UC agent that at the start. Similarly, if English is not your first language you can ask the Department to provide an interpreter.

A wide range of help is also available from local Jobs & Benefits offices. This includes help with an online or a telephone claim, and in exceptional circumstances UC staff may be able to travel to a more convenient location nearby if your closest office is too far away.

Independent advice services will also do everything possible to support you in moving to UC successfully. This includes raising your case with the Department if problems arise. However, please be aware that we cannot make or manage a claim on your behalf.

During the 3-month migration period you may be contacted by UC staff about whether you need extra help to make your claim. This is part of UC’s Enhanced Support Journey, which is designed to encourage as many people as possible to make a claim for UC before their migration deadline. This includes the following reminders:

• 3 weeks after Migration Notice is issued: SMS (text message)
• 7 weeks after Migration Notice is issued: Letter
• 10 weeks after Migration Notice is issued: SMS (text message)

If you have still not made a claim after 12 weeks UC staff will try and contact you by phone to offer direct support to make a claim. This might include arranging a home visit to help you claim in person.

Of course, it is entirely your choice whether to make a claim for UC but remember that your legacy benefits will stop once the migration deadline has passed, so failing to make a claim could leave you significantly worse off.

More information about making a claim for UC is available at nidirect: How you make a claim for Universal Credit 

Once your claim has been submitted, whether this is online or by telephone, the next stage in the process is verifying your identity. This must be completed by everyone who makes a claim for UC, even if they are moving from other social security benefits managed by the Department for Communities.

The Department has a number of ways to verify the identity of a UC claimant:

1. Online through your UC account
2. Over the telephone using biographical information
3. In person at your local Jobs & Benefits office
4. In person at a local community venue or your own home

Online verification is the Department’s preferred approach, and where successful is the quickest way to prove your identity. However, you need specific documentation, such as a valid UK passport, tax self-assessment returns or credit information like credit card or phone contract records, which not everyone will have. You can find out exactly what evidence is accepted through your UC online account.

If you cannot verify your identity online the Department will look to contact you by telephone. During the call the UC agent will ask a series of unique biographical questions based on information they already hold about you. You will be notified about the phone call beforehand either via the online journal or by text message.

Should you be unable to verify your identity online or via the phone biographical interview, the Department will look to arrange a face-to-face appointment. Normally, this will take place in your local Jobs & Benefits office, but if you cannot get to the local office let UC staff know and they will try to arrange the appointment somewhere more convenient, including in your home if necessary. You will usually need to have 3 suitable documents to hand, including an item of photo ID and proof of address.

More information about identity verification is available at nidirect:

What to do after you have claimed Universal Credit

Evidence to support your Universal Credit claim

The final stage in the process of making a valid claim for UC is agreeing your Claimant Commitment. Like identity verification, your UC claim cannot proceed until this has been put in place.

A Claimant Commitment is a written agreement between you and your Work Coach about what you must do to keep receiving payments of UC. This might include steps to look for work or to move yourself closer to work – these are known as work-related requirements. However, most people moving from income-related ESA will not have any work-related requirements because they have limited capability for work and work-related activity (LCWRA). People with LCWRA are in the Support Group for ESA.

You will need to sign your Claimant Commitment in person, normally by going to your local Jobs & Benefits office to meet with your Work Coach. If you cannot get to a Jobs & Benefits office you can ask your Work Coach to consider meeting at a more convenient location, such as a local community venue or even your home. You will need to explain to your Work Coach why you cannot attend the local Jobs & Benefits office – for example, if your health condition makes it particularly difficult to travel, or you cannot get transport.

If you are worried about agreeing a Claimant Commitment it is a good idea to seek independent advice, either by contacting Advice NI on 0800 915 4604 or [email protected], or by contacting your local advice centre. An adviser can help you to prepare for the interview with your Work Coach, and can also contact the Department on your behalf to request extra support where it is needed.

Where a claimant has someone who is authorised to act on their behalf – this may be an appointee or someone with power of attorney – that person or organisation will usually be able to agree the Claimant Commitment instead.

More information about agreeing a Claimant Commitment is available at nidirect: Agree your Universal Credit Commitment