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Guidance

Universal Credit: Housing Queries Routeway

Guidance on how to resolve landlord queries about Universal Credit. It includes links to online information, and telephone numbers for specialist support.

Updates to this page

From:
Department for Work and Pensions
Published:
23 January 2020
Last updated:
9 October 2025
Show all updates

  1. Textphone details removed and Relay UK details added to 'Universal Credit: Housing Queries Routeway'.

  2. Change to what the Payment Services team can help landlords with and what support you get from your partnership manager.

  3. Updated contact details for the Payment Services team (Third Party Payments) and opening hours for Debt Management.

  4. Removed contact details of the landlord portal team as the team has disbanded.

  5. First published.

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Universal Credit: Housing Queries Routeway

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The housing queries routeway provides guidance on how to resolve landlord queries about Universal Credit. It includes links to online information, as well as telephone numbers for specialist support.

In most cases you should attempt to resolve any claim or payment issues with your tenant. It will usually be the case that they can address the issue through their online Universal Credit journal.

The Department for Work and Pensions (DWP) will need explicit consent from the claimant before talking to a landlord or other third party (including family members) about their claim. They can provide consent through their online Universal Credit journal.

Read Universal Credit consent and disclosure of information and ensure appropriate actions have been taken before contacting DWP.

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