gov.uk Arvostelua 732

On the plus side, payments do tend to arrive, and the website is surprisingly usable — which already feels like a small miracle.

Unfortunately, that’s about where the praise ends. The system itself is bafflingly illogical and, at times, impressively inhumane. Despite what some might suggest, migrants are hardly the issue here. Even the maximum support doesn’t come close to covering the needs of someone in psychiatric care.

Monthly payments make budgeting unnecessarily awkward, and if anything goes wrong, you’re left waiting weeks — or longer — with little hope of it being properly addressed, let alone compensated.

Altogether, it feels less like a support system and more like an elaborate exercise in patience — one that’s thoroughly out of touch with modern reality.

One of the most stressful experiences of my life. Changing from ESA to UC has been nothing short of a disaster. Constant appointments when you already tell them everything, constant delays, jobs worths who don't seem to know or want to do their jobs. You have to do their jobs for them. Applying for joint account with my fiancé has been awfully done. Iain Duncan Smith is pure evil for imposing this.

I found Niel from Settles Street Jobcentre to be helpful, knowledgeable and very empathetic.

Rogue Landlord never does the jobs you pay them for. Only thing you have is do not pay the rent. Landlord rings up dwp then they stop it out of your UC and pay the rogue landlord. Dwp rob the poor give it to the rich! My heating is not working thank the dwp. Won 2 cases hmcts get my UC back and PIP back. Now a third, but how long, hmcts is swamped with complaints about dwp.

System is a joke, they say they’re there to help but only help if you don’t work then you get all the handouts. I’m left without a cooker because mine blew up, it’s a week before I get paid from work so I’m skint, I asked for an advance so I could get it fixed and cook for my kids, but was told I earned too much in SIX MONTHS for them to help so I’m left without a cooker because I work

I second what some of the other people have written. The system rewards lazy people who have never contributed. I worry to think what is going to happen over the next decade. Won't ever ask for help again, complete waste of time. This is a form of weaponised incompetence, where the parameters are set to keep you small and needy. I can see why the country is in a crisis.

Terrible service, i requested for help, you then called the police!!!! are you crazy!!!!

A Ridiculous joke. went there for identification. When asking that bloke how to apply for support for water/electricity/gas bills he answered I would need to pay myself. When saying that’s ridiculous he looked at me like …. Not paying the whole of the rent if any and then that? no surprise that people getting so greedy. That’s just a one way street here.

Not enough it's really horrible your given a grand for rent after you pay you have 300 left really shocked they assume anyone can live on 190 a month.

Five weeks too your put in arrears waste of tax payers money

Im only giving this a 3 star due to my recent phone call, otherwise it would of been 1 or none if that was possible. I have had so much trouble with UC lately, with payments, constantly asking to prove our bank statements, payslips, our I.D, phone appointments, overpaying us or just not paying us at all!! I can honestly say it has been an emotional rollercoaster. I rang up last week regarding a payment as we were receiving £0! Apparently 2 months of my wage have been joined together which made it look like I came out with alot more then normal! If I was earning so much I wouldn't be on UC! I have spoken to 3 people regarding this, no to mention 2 people on my journal and the lack of advise, help and support I received was shocking! Im not entitled to the advance loan, they told me to go to a food bank and that there is nothing they can do apart from take it case manager, oh by the way I have to wait 2 weeks to see if this can be resolved or not! The staff are not trained properly and are so disrespectful towards me and the situation. I spoke to a lady and a gentleman today who actually took the time to listen to me and spoke to me like I am a human and not just a number! There was nothing they could do, however they advised me what I could do and thats the kind of help and support I was after from the start! UC sort it out!!

Piece if sh*t people. I guess if i was a Muslim you didn't close my case.

7 (seven) times I attempted this process online and on all but 1 of these, the website didn't crash.
On the 1 occasion I thought it had worked, it stated that my details were not valid.
The time wasted on this was 93 minutes.
So, I walked to the post office and purchased the paper version.

Can't access my universal credit account keep telling me user name or password incorrect when you click on forgotten password you don't even get a reply this organisation are not fit for purpose

Bullying, threatening work coach, with an abilist attitude.
We had to go to Job Centre 4 times before we received first payment & they tried to sanction us straight away even though we attended all appointments.
It's very difficult to make a complaint only paper complaints through post are accepted, our complaint was partially accepted.

Speaking of the Universal Credite helpline in particular. Today had to communicate, for work, with an employee named Amir. From very first seconds of the conversation he cut me off in a rude imperative manner (also, no Good Morning, no introduction), made me repeat what he failed to understand, by the way, he was speaking a very bad English and was difficult to understand..idk why you hire such staff! no benefit, comprehension-wise and manners-wise(

I’m owed money from last April due to an HMRC error. I came off of UC in July and owed them some money (UC error). This was demanded back through DWP or through HMRC to take from my wages. Unfortunately it’s impossible to demand back the money they owe me (which is more than I owe them!) In my option this is legal organised crime. No help for the little people. No wonder there are so many that commit suicide through not being heard. Maybe I need to report it as theft and get a crime number!

My managed migration from legacy benefits started on October 29th 2025. Despite putting a lengthy note onto my journal about what I was on and what I was expecting to be transferred to, and another note on December 1st and December 22nd, I had no response from anyone until January, when I was told I had been overpaid would need to repay £600 (all through DWP errors.)
I was also told that they did not know how this money would be recouped, and that the debt management team would be in touch.
Debt management have not been in touch, £60 a month is just being taken from payment. Apparently, from another response to more of my questions, it is not normal for debt management to get in touch.
So, every time I make contact through my journal I'm being told something different. The only plus side is, as everything is in writing, I can pass the information on as evidence of incompetence.

Lady need to look for a job she likes
My claim was closed because I didn't attend my first commitment in if you because I had a job interview which I stayed in my journal and because they didn't want to change the time or rearrange. they decided to close my claim now what a waste of tax payers money now I will have to go through the whole paperwork using more departments to redo the work just to make a new claim

As previously stated in my other message ( this was on my journal)why I missed the appointment. I do want to carry on with the claim. The lady on the phone needs to learn manors and not to interrupt someone when they are talking. I wasn't being aggressive at all. She was rude and caused me into being very distressed. I do believe that as you DWP provide a public service that you are legally not aloud to do this. please listen back to the phone call and tell me I was wrong about the ladys attitude and then for her to say I'm going to hang up the phone call now as she didn't like me saying please don't interrupt me. If I was being aggressive or using profanity I would understand but as none of this was happening for her to hang up the phone is very unprofessional this messaged has been put up on the UK trust pilot. This sort of behaviour is not acceptable you need to get a job U like and not take it out on everyone else

Introduction:

This report aims to itemise and describe the key flaws, inefficiencies, and harmful impacts of the "Universal Credit system" as experienced by claimants and community advocates.

The findings are based on widespread testimonies, documented cases, and community feedback, particularly from the local communities.

1. Lack of Human Accessibility

Impersonal Communication: Most interactions occur through the online journal, and claimants rarely speak with a consistent, named caseworker.

Phone Lines Overwhelmed: Helplines are often busy, with long wait times and disconnections. Many claimants report never reaching a real person.

Jobcentres Unhelpful:

In-person visits frequently result in being told to use the online system, and staff often lack the authority or knowledge to resolve complex cases.

2. Ineffective Complaint Mechanisms

Complaints Ignored: Formal complaints are routinely dismissed or receive only generic responses.
No Accountability: There is no clear escalation path, and claimants rarely receive meaningful follow-up or redress.

Advocates Powerless:

Even trained advocates and communal representatives struggle to get meaningful engagement from UC managers.

3. Cultural and Religious Insensitivity

Lack of Understanding:

Staff often do not understand the cultural, religious, or practical realities of minority communities (e.g., large families, non-standard schooling, religious holidays).

Rigid Policies:

The system is inflexible about documentation, household structures, and childcare arrangements common in the community.

4. Bureaucratic Inertia and Red Tape

Endless Loops:

Claimants are regularly bounced between online systems, phone lines, and jobcentres, with no one taking ownership.

Documentation Black Holes:

Submitted evidence is lost, ignored, or repeatedly requested.
No Transparency: Decisions are made behind closed doors, with little explanation or recourse.

5. Financial Harm and Insecurity
Delayed Payments:

Many claimants experience delays, leading to rent arrears, utility cut-offs, and food insecurity.

Sanctions and Errors:

Payments are arbitrarily reduced or sanctioned, often due to system errors or misunderstandings.

Appeals Process Opaque:

Challenging a decision is slow and difficult, with many giving up in despair.

6. Psychological and Social Impact
Stigma and Shame:

The system’s tone and suspicion cause deep humiliation and anxiety.

Mental Health Toll:

The stress of navigating UC exacerbates mental health issues and family tensions.

Community Distrust:

Perceived hostility and incompetence foster distrust of government institutions.

7. Systemic Culture of Suspicion

Presumption of Guilt:

Claimants are treated as potential fraudsters rather than people in need.

Lack of Compassion:

There is little evidence of empathy or understanding in communications or procedures.

Conclusion and Recommendation:-

The Universal Credit system, as currently administered, fails to provide the support, dignity, and accessibility that vulnerable individuals and families deserve. Fundamental reforms are urgently needed: real human contact, cultural sensitivity, transparent processes, and meaningful complaint mechanisms. Until these are addressed, trust in UC will remain dangerously low, and the most vulnerable will continue to suffer.

See petition.parliament.uk
/petitions/748390

I had to stop working a few years ago due to illness. Up til then I worked all my life.I would much rather still be working than deal with the sh*t show that is the DWP. It's too long to get into on this short message but lets just say it is a humilating and dehumanising experience. It's certainly made my health worse. if their plan is to get me back in work they need to stop trauamtising me first.