Research and analysis
Move to Universal Credit Late Claimers (formerly Tax Credit customers) Qualitative Research
The aim of this research is help understand the Move to Universal Credit customer journey for those who claimed Universal Credit after their three-month deadline passed (late claimers) and the factors that contributed to their decision to make a claim.
Documents
Ref: ISBN 978-1-78659-784-7, 105
HTML
Ref: ISBN 978-1-78659-784-7, Research report 105
PDF, 488 KB, 25 pages
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Ref: ISBN 978-1-78659-784-7, Research report 105
MS PowerPoint Presentation, 267 KB
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Ref: ISBN 978-1-78659-784-7, 105
HTML
Ref: ISBN 978-1-78659-784-7, Research report 105
PDF, 583 KB, 35 pages
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Details
Research background
We commissioned this report to better understand the Move to Universal Credit customer journey for late claimers including their understanding of Universal Credit and some of the reasons why customers delay making a Universal Credit claim. Additionally, we explored the factors that influenced customers to make a Universal Credit claim and the impact of their initial decision not to claim. Finally, we sought to understand late claimers’ experiences of the Move to Universal Credit process including any barriers and challenges they encountered.
Contribution to the evidence base
This research contributes to the body of evidence on Universal Credit that can be used to inform policy and programme decisions in the future.
Research value
This research will help policy and programme colleagues better understand the customer journey for late claimers moving onto Universal Credit and the reasons behind the delayed Universal Credit claim. This will help inform the development of the Move to Universal Credit activity.
Updates to this page
Published 17 December 2024