Executive summary
Updated 18 November 2025
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Since April 2024, The Department for Work and Pensions (DWP) has notified households receiving wider legacy benefit combinations of the need to move to Universal Credit (UC). The department is now in the final phase of moving legacy benefit customers to Universal Credit. This paper provides insight into the ongoing learning for the department and is the fifth in a series of insight documents.
Our key learnings during this time are:
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throughout the process of moving to Universal Credit, the importance of the migration notice to customers is evident and this remains the same for customers in receipt of Employment and Support Allowance (ESA)
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individuals receiving Employment and Support Allowance are more likely to seek help to make a claim for Universal Credit
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friends and family are the main sources of support to claim Universal Credit for individuals receiving Employment and Support Allowance
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the Enhanced Support Journey has been effective in supporting Employment and Support Allowance customers to make a claim for Universal Credit