Citizens Advice Universal Credit ‘Help to Claim’ service will continue for another 2 years from April 2024 following £38m investment


DWP would like to announce the outcome of the grant competition to identify an organisation to continue providing support for customers making a new claim to Universal Credit.

Citizens Advice and Citizens Advice Scotland will continue to deliver the support independently across England, Scotland, and Wales with up to a further £38m investment planned for two years from April 2024.

This means that free confidential and impartial support will continue to be available to help people make a new Universal Credit claim, including those invited to move from legacy benefits to Universal Credit, and manage their claim, up to receiving their first correct payment.

As there is no change in the substance of support provided, the ‘Future Support Offer 2024’ name, used during the competition to indicate that DWP was looking for future provision, will revert to ‘Help to Claim’. The decision to retain the name reflects the fact that ‘Help to Claim’ is a recognisable brand, both to people who will be using the support and to the people who will be providing that support.

The support will continue to be provided through telephony and digital channels. For those individuals who are unable to access support via these channels, they will be able to go to their local jobcentre, where jobcentre staff will identify the right support to meet their needs. This support is already in place and available to those individuals who choose to seek advice from the Department directly in making a claim to Universal Credit.

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