How Move to UC customers manage their UC claim

Key findings:

1. The move to UC is not “done” once the claim is submitted.
   Customers often still need help after the claim is live — especially with understanding their first UC statement, checking payments, responding to journal messages, and knowing what action is expected of them. The research specifically looked at how people managed their UC account day to day after verification and once they were receiving payments. [gov.uk]
2. Support needs varied a lot between customers.
   Some people were able to manage their claim independently, but others needed ongoing help because of digital confidence, health issues, language barriers, anxiety, or difficulty understanding UC processes. The research was designed to explore how support needs affected customer experiences.
3. The first UC statement was a key pressure point.
   Understanding how the award was calculated, what had been included or deducted, and whether housing costs or transitional protection were correct was an important part of managing the claim. The report focused on customers’ experiences from making the UC claim through to the first statement.
4. UC felt very different from legacy benefits.
   Customers were moving from benefits such as income-related ESA, Housing Benefit and tax credits, so the UC system brought changes in payment frequency, online account management, communication with DWP, and how housing costs were handled.
5. Digital management was helpful for some but difficult for others.
   The online UC account can make information more accessible for customers who are digitally confident, but it can create barriers for people who struggle with technology, do not check their journal regularly, or need face-to-face/telephone support.
6. Budgeting and payment arrangements mattered.
   UC’s single monthly payment could be challenging for some customers, particularly where they were used to legacy benefits being paid differently. The report also refers to Alternative Payment Arrangements, including rent paid direct to landlords, more frequent payments, or split payments for couples.
7. Informal support was important.
   Family, friends, advisers and support organisations could play a major role in helping people understand and manage their claim — particularly for customers with health conditions, limited English, or low confidence with online systems.
8. The findings are intended to shape future UC design and support.
   DWP says the research will feed into future policy, design decisions and the wider evaluation of Move to UC.

Adviser takeaway

For welfare rights/advice work, the big message is: don’t just help clients make the UC claim — diarise a follow-up once the first statement appears. That is often where errors, confusion, budgeting issues, missing housing costs, deductions or support needs become clear.

How Move to UC customers manage their UC claim: Qualitative Research – GOV.UK