Universal Credit help

You usually have one month to challenge this. If your application was rejected, you can contact us or another benefit adviser. The first step we will take is to determine whether the decision to reject your claim was inaccurate. If it looks that way, we will help you challenge the decision, by making a request for 'mandatory reconsideration'.

The benefits office that rejected your claim will then send you a 'mandatory reconsideration notice', explaining the reasons behind their decision. If this still looks wrong, we have one month from the notice to refer you to a suitably qualified benefits adviser to help you determine if you can appeal this decision in a tribunal.

If you feel strongly that you should not have been rejected, there are also some steps you can take by yourself. You can ask for a mandatory reconsideration using your Universal Credit journal. You will need to explain why you think the decision to reject you is wrong (you may want to take our Universal Credit Eligibility Quiz, and attach your result). You can send this, and other evidence to the benefits office. 

If your payments have been suspended, please contact us or another benefits adviser. The DWP have not been fully transparent about why they are suspending some payments, and we are challenging this.

In the meantime, there are some steps you can take. On your own or with help from an adviser,  log in to your journal to see if you are required to take any action (such as submitting further evidence). Ask why your payments were suspended.

If the suspension continues, contact our team. We may be able to refer you to a qualified solicitor, who can help you challenge the decision in court. If you are on low income and you qualify for legal aid, this won’t cost you anything.

If the request for evidence is reasonable, meaning that the evidence required is new, necessary, and you can easily find it, do your best to comply. Add all the evidence you have. If you can’t provide it, be clear why. 

For example, if your landlord is refusing to give you a contract or if you live in a rented bills-inclusive property, explain that these circumstances are preventing you from submitting a contract or utility bills. Failing to do so can lead to an underpayment, or even a suspension of your Universal Credit.

However, in some instances, the DWP’s requests for evidence have been unreasonable. For instance, some claimants have been asked to provide old passports which they no longer had access to, or required to submit evidence of accommodation when they had already done so. 

If you are unable to submit some of the evidence you have been asked for and believe the request is unreasonable, contact our team. Similar to the issue of suspensions, the DWP has not been fully transparent about why they are asking some claimants for additional evidence. 

If the lack of evidence is linked to a decision (such as reducing your payments), we will help you make a request for 'mandatory reconsideration'. If this doesn't solve it, we will refer you to suitably qualified solicitors who can help you appeal this decision in court. If you are on low income and you qualify for legal aid, this won’t cost you anything. 

If you want to challenge a decision on your own, leave a note in your journal, asking for 'mandatory reconsideration'. 

The reason for your overpayment should be explained in the notice you received. Usually, it will be one of four things:

1. You may have provided incorrect information.
2. You may have omitted information.
3. You may not have updated your information about a change in your circumstances.
4. A mistake may have been made with your payment . Even if this is not your ‘fault’, you will be expected to have noticed the overpayment. This is why it’s so important to contact the DWP if you think you have been overpaid. 

If you think the overpayment notice is a mistake, please contact us. We will help you make a request for 'mandatory reconsideration'. If this doesn't solve it, we will refer you to suitably qualified solicitors who can help you appeal this decision in court. If you are on low income and you qualify for legal aid, this won’t cost you anything. 

To avoid receiving overpayment notices, try to make the DWP aware of any changes to your circumstances as soon as you can. If you believe you have been overpaid, please declare this by signing into your Universal Credit account or calling the helpline on 0800 328 5644.

If you are still receiving benefits, the amount you receive will be reduced to account for the overpayment until the amount has been repaid. If you aren’t receiving benefits anymore, you will receive a letter from the DWP’s debt management team. You can set up regular monthly payments if you cannot repay the amount in one go. 

If you don’t have enough money to live on because of the repayments, and this is your only debt, you can ask for the repayments to be reduced by calling the Universal Credit helpline. You can learn more about overpayments here. If you were a victim of crime, you may also be eligible for the Hardship Fund.

If you need help with your Universal Credit claim, contact a benefits adviser. 

Turn2Us has a directory of advisers, and Advice Local has a tool to find a benefits adviser near your home.

If you are a professional adviser but need help with a complex query, the Child Poverty Action Group (CPAG) run a free helpline for advisers. You can contact them at 020 78125231.