Research and analysis

Experiences of non-ESA Move customers with No Work Related Requirements: Qualitative Research

This research explored the experiences of non-ESA (income-related Employment and Support Allowance) Move to Universal Credit (Move) customers who entered the No Work Related Requirements (NWRR) conditionality group after claiming Universal Credit (UC). It examined the circumstances that led to customers being placed in NWRR, their experiences of moving to and claiming UC, and how their NWRR experience compared with their legacy benefit claim.

• From: Department for Work and Pensions and Government Social Research Profession
• Published: 29 October 2026

Documents

Experiences of non-ESA Move customers with No Work Related Requirements: Qualitative Research

Ref: ISBN 978-1-80786-056-1, RR 1153

HTML

Technical Report: Experiences of non-ESA Move customers with No Work Related Requirements

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Details

Research background 

At the point of migration, some Move to UC customers entered the No Work Related Requirements (NWRR) conditionality group on UC. Customers in this group are not expected to work, search for work, or prepare for work as a condition of benefit entitlement. By December 2025, around 1.7 million customers had moved to Universal Credit (UC) through managed migration, accounting for around one-fifth of the UC caseload. In the year to December 2025, the number of customers in the NWRR conditionality group increased by over one million. Around three quarters of this growth was driven by those who moved to UC through managed migration, and around 15% of these customers were not claiming ESA before they moved to UC. This group covered a diverse population drawn from different legacy benefits. This research was commissioned to develop a more detailed understanding of customers’ benefit histories, reasons and circumstances for entering the NWRR group, and their experiences of UC compared with legacy benefits. 

Fieldwork took place between 13 January and 19 February 2026 and included 60 in-depth interviews with non-ESA Move customers. Interviews were conducted online and by telephone, with a face-to-face option available where required to support accessibility and reasonable adjustments. 

The research focused on the following:   

• the circumstances leading Move to UC customers, who were previously not claiming income-related ESA, to enter the NWRR group within four months of migration, including the types of circumstances that made them eligible

• these customers’ wider experience of the Move to UC process, including experiences of claiming UC and how they are managing their UC claim

• how these customers’ experience in the NWRR group compares to their previous legacy benefit and whether this varies by legacy benefit type, including how they balanced any work-related activity, caring, health and household responsibilities 

Contribution to the evidence base  

This research contributes to the body of evidence on Universal Credit that can be used to inform Policy and Design decisions in the future.  

Research value 

This research will help Policy colleagues to better understand the experiences of non-ESA Move customers and their circumstances upon entering the NWRR group.  As part of the ongoing research programme to support Move to UC, findings will be used to inform the post-implementation evaluation and to support the future policy and design of UC.