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Message from DWP about phone contact when making a new UC application 15/04/20

The Department for Work and Pensions has sent out an important message for all applicants of Universal Credit - please click for the full message

The DWP said it is working seven days a week to verify the claims that have been made, which may require them to ring the claimant. However, some claimants may not answer if the caller identification is either an 0800 number or if it appears as ‘private’ or ‘number withheld’. Claimants are being encouraged to maintain contact with the DWP via their online journal and, if answering a call, they should be fully satisfied that the caller is genuine. 

 In order to provide reassurance that the call is genuine, DWP staff will: 

  • contact the customer via their Universal Credit Journal advising that DWP will be calling soon 
  • provide the customer with the last three digits of their unique Universal Credit account code/number 
  • provide the customer with the last three digits/letters of their postcode. 

DWP is asking claimants not to call it about their claim, as it wants to free up as much capacity to able to ring claimants if it needs to verify an application.  

A spokesperson from the DWP said: “The DWP is aware of customers trying to reach them for re-assurance on their claim, but they would like to concentrate on calling you, so please only call if you are unable to use Universal Credit online.’’