DWP issues Universal Credit update as claimants 'locked out' of accounts

Dozens of claimants reported that they couldn't access their online account and were worried it would affect their payments

The Department for Work and Pensions has issued an update following multiple reports of Universal Credit claimants being unable to get into their online accounts. Some said they were 'locked out' and unable to complete essential tasks that could affect their payments.

Seven million people are now claiming Universal Credit, a number that is increasing rapidly as people are transferred over from older benefits such as Income Support, income-based Jobseeker's Allowance and income-related Employment and Support Allowance.

There were numerous reports of people being unable to log in to their Universal Credit account on BirminghamLive's Cost of Living Facebook group yesterday. Posts on the issue were submitted throughout the day as people said they'd been 'locked out' of the online accounts they use to agree to benefit rules, check their payments, message jobcentre staff and report any changes.

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The Downdetector website, which monitors disruptions to services, logged dozens of reports of access issues. One person wrote: "I cannot accept my commitments on the website, it says they are having technical difficulties with no explanation. Very frustrating as I am due a payment on October 8."

But the problems have now been resolved. A DWP spokesperson told BirminghamLive: "We are aware of isolated incidents that occurred yesterday where customers experienced delays when logging into their Universal Credit account. The issue is now resolved and we are monitoring the service closely."

Each individual or joint claimant has their own Universal Credit online account with its own username and password, which is set up when they first apply for the benefit.

People use these online accounts to see when their next payment is due and how much it will be; check their 'to-do list' which states any urgent tasks they must complete to keep receiving their benefits; accept their claimant commitment which is a benefits contract that details requirements such as looking for work or increasing earnings; apply for an advance payment; and report any changes in circumstances that could affect their entitlement. They can also use the account to message DWP staff in an online journal if they have any queries about their payments or appointments.

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