gov.uk Arvostelua 

Five months in and they still refuse to update facts they invented all by themselves. They take forever to get back to me. I waited a full month without a reply at one point.

The call agents are often rude, some barely speak properly, just mumbling down the phone. I have anxiety and take prescribed medication for it, yet they repeatedly ask intrusive questions about when I take it and when I started—even though it’s none of their business. They also ask highly personal things they shouldn’t, which leads to constant arguments because of their arrogance and lack of respect. The security guards are just as difficult; one person at the desk will tell you to go upstairs, while security insists you go back down. Their inefficiency makes getting to my appointment and phone calls far more stressful than it needs to be

Attended a meeting and have been sanctioned based on information sent to the decision team by the work coach saying didn't participate.How can you participate with someone who doesn't listen to you that you have to repeat yourself 5 times you have a mental breakdown as a result and now you are sanctioned.No action taken against the work coach.

I am vulnerable and I had a Universal Credit phone appointment and this was a rather negative experience for me. Firstly, the caller was disrespectful to me because he rang me 22 minutes early and he then acted as if he had rang me at the correct time. I also didn't like his response to me when I politely brought up the fact he was ringing me 22 minutes early. Secondly, two or three times I was worried the phone connection had suddenly ended prematurely because the caller would not speak for prolonged periods of time. Thirdly, two or three times I also felt confused because I couldn't understand what he was saying to me. Finally, on the plus side, he gave me a choice about when my further Universal Credit appointment would be and he made an effort to be polite to me two or three times.

Absolutely fed up. My wife has brought you every piece of ID she has passport, driving licence, birth certificate, marriage certificate, utility bills, bank statements, pay slips there's nothing else she can bring but your telling her to bring more.

Very bad customer service over the phone people's don't know anything and they answered the calls very unprofessional behaviour if they don't have answer for your questions just put your call dwon easy way.

A bunch of blame shifting, crisis provoking retrobates. This system is rigged, very, very, clearly.

Terrible service. Failed promised calls. Failing to pay my rent and have the ordacity to send me a letter saying I've been over paid universal credit by £99.71p. How do they work that out when I've not had a single universal payment yet ? It's been a real nightmare being migrated over from esa to universal credit. Told me I will get my universal credit back dated from 14th April up to 20th may and then told it dont work like that and ill get 2 weeks pay only. Wow! Where's all my back pay you owe me. Absolutely a joke from start to finish and I have severe disabilities. Totaly disgusting service. They have stressed me out fully regarding my rent now being in arrears for the first time ever. Never had any problems on esa regarding payments and rent being paid. But totally different story with universal credit. Was told if I did not receive my universal payment first thing on 20th may, then told ring them urgently. Well low and behold I never got my payment. Rang them up to be told that my transitional protection from esa to universal credit had not be put in my universal credit account so half my benefit is now missing. And until a case manager calculates my payment and rings me today being the 20th may 2025, then no payment will be sent to me. Its been 5 weeks now with no money. The manager failed to ring me on the 19th which incidentally I was told was an all day call. So had to cancel my hospital appointment and my bloods being taken for my diabetes and you guessed it. No call came. Now today they promised to ring me and get my transition protection put on my universal credit account so that my money isn't reduced and be less than what I got off esa. Also they promised to pay me today. Well non of this has happened and until the so called manager rings me I ain't getting no money. How am I supposed to live on nothing for over a month when I am secerely disabled. I'm a volunable person. Now I'm being told ill get a call by 6pm on the 21st may which I should of originally got this call on the 19th may. This is disgusting how they treat people. Until I get this call from Gareth the case manager from universal credit I get no money and my rent isn't being paid either. They have left me with no money and in rent arrears for the first time in my whole life. So no money for food and bills and probably be kicked out onto the street with severe disabilities. Thanks universal credit.

Rang up to change bank details. To be told by a child that I had I walk an hour to my nearest jobcentre. What's the point in this ridiculous system. No wonder England is a mess. We have 12 years old the country now. My details won't be changing anytime soon and now NATWEST will steal all my money... AGAIN

Crap absolutely crap they have ignored several of my journal messages they complain and sanction people about not writing in their journal but when people do they don’t reply for months and because I’m a career they take money off my universal credit and my kids money like I get paid peanuts for being a career then they wanna take extra money off me while I have a 4 year old a 7 month old plus I’m a career universal credit is disgusting they treat you like your a criminal tbh I just think everyone who’s had problems with universal credit should take them to court and get everything changed because this is why their are so many deaths no one can cope with the amount they are getting my mum works and gets a little bit of universal credit she gets absolutely nothing she works so hard and now their making her go college to learn how to use computers it’s giving her bad anxiety and panic attacks like she’s working leave her alone stop adding extra pressure on her you don’t give her enough plus your making her go college appalling

I do not have words. My housing costs were approved but never paid 9 years of clean work history needed help for one month and they failed miserably. Appointments all the time for nothing, empty promises and incompetent staff.

I've worked all my life and own my own home because of my hard work. I started a job that was incredibly toxic with bullying Manager. I was in my 6 months probation and as a result of sticking up for myself I got laid off. 6 weeks out of work now, from March 18th until now 5th May. Universal credit said they would pay me on the 3rd May, but then the day before told me I wasn't going to receive anything. I've attended all the meetings and have been having job interviews. There reason was because of my earning before I was laid off. Their pay period for May 25 is looking back at what I earned in March 25 so I was told, two months before. So I won't be getting April universal credit until July 25. I mean how is someone supposed to live for two months as a result of this with no money. The system is floored and useless. This is what I've been paying my taxes for all my working life. No wonder people go out a commit crimes to put food on the table because this is appalling service. I'm a professional woman and have had to take a credit card out to survive.

Universal credit is terrible. The work coaches are useless, lack empathy and clearly think they are out on a power hungry trip. My husband earns 310.00 a week and they have me going to the jobcentre in a town that has no work or industry at all and yet people who do nothing to look for work or don't work are left alone I'm amazed this regime is allowed in modern times. The taper rate is too high and the regime needs empathy. Disgusting and needs banning for good. Unemployment people aren't criminals or idiots. The DWP treat them as such.

My son can't find job since he was 18, just penalties after penalties. Every application, he applied for, is rejected. Service is appalling, no help no sympathy to young person. agencies and companies are employed people from different countries, but children in the UK struggling to find job. since last October he has only one months payment from UC. How they expect to young people in this country to live and build their lives if their no opportunities for any even warehouse jobs for them?

Absolutely deplorable. Phone line isn't operated by DWP. It's a third party call centre owned by France. The advisors are useless and untrained.

Over 90 mins and 4 advisors, asking the same question I get given different answers not one has any similarity.

During the calls advisors sound uninterested and bored. Frequently leave long silences without answering questions until you hang up and try again with a different advisor.

To get an appointment you have to phone universal credit.

When you speak to an advisor they email the local job centre to request an appointment.

You then have to constantly check your journal to see if an appointment has been set. Which can take days.

This is the biggest waste of time.

Call 1 person who emails someone else who either emails someone else or contacts you on the journal. This is a complete and utter joke

Why not provide an email address for clients to contact directly if they don't have access to the journal.

This would reduce the problems caused by uninterested and uneducated phone operators.

Just a warning you have to cancel your esa payments yourself universal credit don’t do it which I think is wrong.

I have written to the ceo Neil couling who has ignored my emails but that’s ok this universal credit is in big trouble.
They asked me to migrate from esa to uc one hour on the phone to migrate told a load of untruths by the operator did not receive my migration protection so they have sent pocket money for the month, no call backs when promised just a load of baloney think twice before migrating with uc as they will tell you untruths and suck you in and hang you out to dry.
I have lodged two complaints now and on my way to ombudsman.

I had a letter to transfer over from ESA to U.C within a time scale, I decided to do it right there & then as I suffer from mental health issues, I'm on a high dosage of anti depressants.
Firstly the phone number given on the letter ISN'T the number to make a claim, you get through to someone who's SOLE JOB IS TO BADGER YOU TO GO ON-LINE to make the claim, after I said I only have a mobile & I wish to talk with a human so if there is an mistake it may not be down to me & I can talk with someone. He gave me ANOTHER number to phone!!!! THE number on the letter ISN'T the number to call to make a claim, it's to try to force you to go on-line, he even told me that is his only job!!!
When I made the SECOND call to the number I SHOULD have been given in the 1st place, she AGAIN tried to get me to go on-line!!!! Ffs. I told her I'd already had this conversation.
Why your ESA details can't just be transfered over to U.C I don't know.
I was asked to provide 'proof' of some details & I need to get the correct paper work ready for a PHONE CALL to 'SHOW' the deatils are correct!!! I asked, how dies it 'show' anything when it's
a PHONE CALL???! He said he 'didn't know but 'that's what it states 'reading from a script'.
I was even asked if was PREGNANT!!!! Surely the BINT could have just ticked 'NO' without asking me!!!
As I type iwas I a queue waiting to get through there was a 'click' & it cut off!!! 😡
No one seems sure about their job & what to do, just reading from a script.
CONSTANTLY INUNDATED with text messages, they said 'this will happen' as you didn't make a claim on-line (see what I mean?)
I HAVE MENTAL HEALTH ISSUES!! I know this has to be done but they are making it tougher than it needs to be.
The automatic voice system DOESN'T understand the letter 'D', which my post code ends in & often hears the letter 'P' or 'B', I speak clearly & no matter how much 'clearer m' I try to speak it often messes up. I was in the middle of typing my phone number & it 'moved on' as if I'd finished!! I CLEARLY HADN'T.
All the people sound like teenagers or I their early 20s & don't sound like they kniw what they are doing, I don't have convince in them.

I’m just shocked, I don’t know if they are mindless or limited, I declared that I finally got a job on the change of circumstances, I’ve also got the UTR number in case I found some self employment opportunities and after 8 months I just had 300£ income.
The operators are not helping, I requested if there was some issues on my CV and no help, than another company called national career service are completely useless and offensive by thinking that their CV format will be better than what I used, the UC said it was too long, the National career service said to put more informations. In the end I found a job without their fussing and silly poor suggestions.
The UK government should apply to review their management, instead of wasting money by paying useless roles and must inspect the employers instead of frustrating the job seekers.
I’ve saw people paid by the hob centre only to say which floor you need to go when they can just put a message on the journal for the appointment sent by message, that is a huge waste of money, useless people are not even polite.
Such a shame for this beautiful Country.