Department for Work and Pensions (DWP) - Universal Credit Helpline (Live Service)
The Universal Credit Helpline is available for individuals seeking assistance with their Universal Credit claims. Services include answering questions about claims, eligibility, payments, and account issues. The helpline also supports application processes, identity verification, and accessibility needs. Operating hours are Monday to Friday, from 08:00 to 18:00. Common reasons for calling include starting or updating a claim, verifying identity, and accessing support for hearing or language needs. While the helpline is free to call, users often experience long wait times, particularly during peak hours or after policy changes. It's advisable to call early in the day to potentially reduce wait times.
Updated 15 Dec 2025
Expected outcomes
- Check claim status
- Verify identity documents
- Update personal details
- Assist with applications
- Provide accessibility support
- Answer eligibility questions
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 identification
- Claim reference number
- Bank account details
- Housing information
- Earnings information
Known issues
Callers frequently report long wait times, especially during peak periods or after major policy changes. To minimize waiting, it's recommended to call early in the day. Additionally, some users experience call disconnections before reaching an agent. If this occurs, redialing and trying again is suggested, although no official fix is available. The helpline offers accessibility options such as textphone, Relay UK, and BSL video relay, ensuring support for claimants with hearing, speech, or language needs. Having your National Insurance number and claim details ready can streamline the process.
