Due to COVID-19 measures, the Department of Work and Pensions has adjusted claim procedures. The information below is up to date as of the 10th of April 2020.
If you are unable to verify online with Digidentity, it is still possible to continue with your Universal Credit claim. To do so, you will need to return to the Universal Credit web page via the steps below:
Steps to continue
- Log back into your Universal Credit journal via https://www.gov.uk/sign-in-universal-credit
- In your To-do list, select the option 'I can't do this online'
After following these two steps, you will see your claim status and any information needed in order to continue. Universal Credit will then contact you either through your Universal Credit journal or by phone (via a 0800 or unknown number) to help you complete your claim.
Universal Credit recommends:
- That you keep checking your Journal for any messages regarding your claim
- That you double-check that the contact phone number on your Universal Credit Journal is up-to-date and correct
- That you answer any calls from 0800 or unknown numbers if you are advised that you will be called (claim advisors will take steps to make sure that you know the call is genuine)
Should you have an urgent query about your claim, you can contact Universal Credit directly, but they advise that you only contact if it is an urgent matter. Due to very high demand, their lines are extremely busy. Their contact details are below:
- Telephone: 0800 328 5644
- Textphone: 0800 328 1344
- NGT text relay – (if you cannot hear or speak on the phone): 18001 then 0800 328 5644
- Welsh language: 0800 328 1744
These lines are available Monday to Friday, 9:30am to 3:30pm.
Please note that Digidentity is unable to assist with any information regarding your claim.