Department for Work and Pensions (DWP) - Universal Credit Helpline
The Department for Work and Pensions (DWP) Universal Credit Helpline provides assistance with various aspects of Universal Credit. Callers can inquire about eligibility, payments, and account issues, or seek help with making a claim. The helpline also supports advance payment requests for those awaiting their first payment or after a change in circumstances. Complaints regarding service delays or treatment can also be addressed. The helpline operates Monday to Friday, from 08:00 to 18:00. Callers often experience long wait times, especially during midday and after weekends, so calling early in the morning or late afternoon is recommended.
Updated 15 Dec 2025
Expected outcomes
- Check eligibility criteria
- Start a Universal Credit claim
- Request advance payments
- Register service complaints
- Resolve account issues
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- National Insurance number
- Personal details
- Universal Credit account info
- Bank details
- Reason for advance
- Details of complaint
Known issues
Callers frequently report long wait times, particularly during midday and after weekends, so it's advisable to call early in the morning or late afternoon for shorter queues. Occasionally, calls may be dropped before reaching an agent; if this happens, try redialing or calling at a different time. Users with hearing or speech difficulties may encounter accessibility barriers despite available services like Relay UK and BSL video relay. If persistent issues occur, consider using online contact methods for assistance.
