Move to Universal Credit Update Statistics 18/06/2024
The latest statistics on the Move to Universal Credit initiative show significant progress in the migration process. Over 824,000 individuals in 540,000 households have been sent migration notices, with many successfully transitioning to Universal Credit. The update also provides insights into conditionality groups and ongoing design work to cater to specific customer needs. Expansion plans include full geographical coverage and future integration of other working-age benefits.
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Move to Universal Credit Update Updated 18/06/2024
Findings to date We are unable to share local findings, however Nationally published findings related to Move to Universal Credit statistics are available at - Move to Universal Credit statistics - GOV.UK (www.gov.uk). These findings are published quarterly with the most recent publication being February. The statistics show that between July 2022 and March 2024:- A total of 824,050 individuals in 540,070 households have been sent migration notices. A total of 400,940 of these individuals, living in 275,890 households, who were sent migration notices have made a claim to Universal Credit. Of those who have claimed Universal Credit, 166,860 households have been awarded transitional protection. A total of 238,990 of individuals who were sent migration notices are still going through the Move to Universal Credit process. A total of 184,120 of individuals who were sent migration notices have had their legacy benefit claims closed. It should be noted that households who have been sent a migration notice to date may not be representative of the complete population who will be sent a migration notice. In the period covered by this bulletin, the vast majority of migration notices have been sent to tax credit households whose likelihood of claiming UC and receiving transitional protection may be different to for DWP legacy benefit claimants, the majority of whom had not yet been sent a migration notice in the period covered in this bulletin. Conditionality Currently 19% of customers will move into conditionality groups where they will be required to interact with JC s on a regular basis. A further 24% will be offered light touch support to increase their income. The remainder will fall into conditionality groups where, once their application is set up, there will be no requirement to attend JC appointments unless their circumstances change, or they are required to provide evidence to support a change to their claim.
Design Work in progress National expansion is now complete with every post code in the country now included in move. This meands the majority of Tax Credit only customer have now been invited. However, design work is still being undertaken to ensure a safe journey is in place for those who as of yet have not:- Couples that don t live together. Claimants who need alternative formats. Partners of Prisoners. Of the previous Deferrals design work is still in progress for:- Group Design Work in Progress Claimants with a visual impairment The migration notice is designed to be issued in braille and large print. Ongoing work with organisations such as Macmillan to concider full impacts on customer and how process cab be developed to offer maximum support and minimal impact, but still giving informed choices to customer. Terminally ill claimants
Expansion Plans Working Age Once Move to UC has completed geographical expansion with Tax Credits, all UC jobcentres and service centres will be live and fully trained in key principles of move. Further expansion into other Working Age Benefits will be by line of Benefit rather than any Geographical expansion, with an expansion plan based on our findings from our discovery locations, retaining the key principle of moving customers in a safe way. Following the recent Prime Minister s announcement, expansion previously scheduled to begin in 2028 will now commence from September 2024. Planning is now underway to assure the safe migration of these customers. Dec 2025 ESA (IR) ESA (IR) & Housing Benefit
Customer Journey Key Milestones in the customer pre claims journey are consistent with the tax credit cohort journey:- Customers will be issued with a Migration Notice, advising 3 months and 1 day to claim. Reminder issued at week 7 with a further reminder 2 weeks prior to terminal date. Pre-claims team will action journey up-to point of application and closure of WA benefit for no claim Journey. Vulnerable IS customers and ESA customers will receive an enhanced support Journey including:- Extra reminders in the form of a text message at week 1 week after final reminder, followed by 3 outbound calls over 3 days prior to terminal date. An in depth look at all internal systems to identify any complex needs/Vulnerabilities. Referral to visiting team, prior to any closure action (3 visits to be attempted) Case conference and liaison through a newly designed senior role, prior to case closure. o o o o Support Journey, subject to further design iterations as we progress towards WA customer reaching the point of offer and beyond if we identify any improvements to the service. Capital disregard will not apply to WA customers, and whilst student Transition Protection will remain, both are already considered in WA eligibility. Working Age Benefit customers will receive a 2 week run on, of their current WA benefit. If a customer is in receipt of a none migrating Benefit, they will be invited with their lead benefit, and will be treated as per the rules of that lead Benefit.
Customer Support Journey Identify people to move People successfully make a claim before their deadline date Contact people / issue a MN The UC award is paid in full and on time for people that have moved UC claim not made No claim journey Claimant receives migratio n notice Claimant receives first payment TE UC claim made Retrieve data to calculate TE Select sample of claimants Stop legacy benefits Apply TP eligibility rules Issue migration notice Match claimant erodes and/or ends Calculate TE Reminder(s) Do support journey Self-serve guidance via GOV.UK Claimant needs support Enhanced Support Journey offered to Vulnerable/IS customers and customers with IRO ESA Dedicated telephone line Refer to onward support
The Move Support Journey Customer Answers Calls 1 Week following final reminder, SMA message, advising they will receive a call from the department. 2nd Reminder Issued 2 Weeks before Closure Date 1st Reminder issued (7 weeks after MN issued) The following 3 days we will attempt 3 calls over those 3 days and various points in the day. Supported to make their claim. Migration Notice Issued If No Mobile number will complete calls cold . Customer fails to Answer/Respond A full case review on their claim, checking DWP accessible systems, to identify any complex needs Between Migration Notice issue and potential closure, a vulnerable customer will receive at least 13 attempted contacts, by various methods. Customers where no evidence of vulnerability. Subject to previously established case closure process. If at any point we identify a vulnerability that would require, or if support Journey requires, we will extend customers potential closure date. This will allow time to offer relevant support and ensure Transitional Protection, and 1 month grace period in the event of a closure. Visit Unsuccessful. New role in live testing, to fully review all steps taken, evidence of vulnerabilities IS customers with an identified Vulnerability and Customers IRO of an ESA component. Referred to visiting officer, where will attempt 3 visits. Visit Successful. Customer supported/Signposted to relevant support to make claim
How our partners can support our customers To ensure customers Journey on to UC is as smooth as possible there are some actions they can take:- Ensure they take their Migration Notice Seriously and take action on their Migration Notice without Delay. Ensure they are aware of all the support that is available both prior to making their claim and to support them making the new claim- o Pre-claim telephony line We want their call, as not only can we offer support we can also build a picture of customer circumstances and identify any potential vulnerabilities. o Gov.uk o Support from friends and family to help them claim o Support from third parties such as Citizens Advice o Support through Assisted digital and Help to Claim o Claim by phone (by exception only) o Any support they have used previously to manage their Tax Credits claim In very exceptional circumstances we can support with:- A deadline extension to give the claimant more time to make their claim However these have to be managed on an exceptional case by case bases as not to cause more harm in the long term.
Supportive Tools There are also some further supportive tools to aid partnership organisations in supporting our mutual customers. These include some useful information packs as well as some YOUTUBE video links. Third party provider pack Migration Notice Third party pension age customer pack Transitional Protection Guidance Microsoft Word Document A Move to UC Guide with Chelsea (youtube.com) Step-by-step guide to making a Universal Credit Claim from DWP. (youtube.com)
