Manage your Universal Credit claim after you apply
What you can expect after applying for Universal Credit and how to use your account.
Applies to England, Scotland and Wales
After you apply for Universal Credit
Once you have submitted your Universal Credit application, there’s nothing more you need to do right away – and you do not need to contact us.
We’ll check your claim and contact you if we need more information.
If we do need to contact you, it will be in the first few weeks after making your claim. We’ll send you a journal message or phone you. Find out more about using your journal.
How to know it’s us calling
Calls from us may show on your phone as one of these:
- 0800 0232 635
- 0800 640 4999
- unknown number
- withheld number
If you have blocked calls from withheld numbers, please try to unblock them. We will make sure that you know the call is genuine. If we call you, you can also ask us to leave a message in your journal so you know it’s us calling.
We will never text or email you asking for your personal information or bank details.
Your point of contact in Universal Credit
After we’ve checked your claim, you’ll be given a case manager who will help you to maintain your claim. Depending on your circumstances, you might also be given a work coach who will support you getting into work.
Your first payment
You usually get your first payment 5 weeks after you claim. Read more about how Universal Credit payments work.
Get an advance before your first payment
You can apply for an advance if you need money before your first payment, for example for rent or food.
This is sometimes called a ‘new claim advance’.
You will need to pay this back. Money will be taken off your Universal Credit payments until your advance has been paid off. Read more about applying for a Universal Credit advance before your first payment.
Your Universal Credit online account
The Universal Credit online account helps you manage your Universal Credit claim.
Your account is where you:
- see when your next payment is due and how much you’ll get
- send messages to your work coach or case manager using your journal
- check your to-do list for any tasks you need to complete
- report changes in your circumstances to make sure you get the right amount of Universal Credit
- view your claimant commitment
Using your journal
Your journal is part of your online account.
If you use the online account to manage your Universal Credit claim, you will use the journal to keep in touch with your work coach or case manager. The journal helps you to manage your claim and communicate with Universal Credit.
You can also use it to:
- tell us what you are doing to find work such as job applications, job interviews and training
- see a record of everything you have done for Universal Credit
- ask general questions or tell us something, instead of calling us
Do not include information that might put you at risk of fraud, for example, bank details or National Insurance numbers.
When we send you a journal message, you will usually get a text or email telling you to check your online account. Check your journal regularly.
Your journal is not an instant messaging service and it might take a few days to reply to you. Our replies will be sent during our usual opening hours.
Using your to-do list
Your to-do list is part of your online Universal Credit account.
If there’s anything you need to do, we’ll let you know in your to-do list. Check your account regularly.
Make sure you complete everything in your to-do list as soon as possible – otherwise your payment could be delayed or stopped. This is called a sanction. Completing everything in your to-do list is part of your claimant commitment.
When you have finished something in your to-do list, it’s shown on your journal. This is so there is a record of everything you have done.
Appointments
Another part of your claimant commitment is to attend Universal Credit appointments.
When we book you an appointment we’ll send you a to-do telling you when and where to attend.
Appointments can be by phone, video or face-to-face with a work coach. It is important that you attend your appointments. You must arrive on time.
If you cannot attend your appointment
We expect you to attend your appointment. If cannot attend an appointment, you must leave a message in your journal giving the reasons why. Try to do this as soon as possible.
Appointments you must attend
If the appointment is ‘mandatory’, then you must attend. The appointment to-do will tell you if it’s mandatory. If you do not attend without what we believe to be a good reason, your payment will be affected. This is called a sanction.
Work Capability Assessments
If you tell us about a disability or health condition that affects your ‘capability to work’, you may need a Work Capability Assessment (WCA).
We will contact you if you need a WCA, and tell you how and when it happens. You do not need to do anything unless you are asked.
Protection from scams and fraud
We will never text or email asking you for your personal information or bank details.
Sharing information
Do not share information if you think a call, text message or email might not be from Universal Credit. It could be a scam.
Read more about spotting phishing scams and how to report them.
Do not share details about your Universal Credit claim on social media.
Other protective measures
Make sure you keep the software on your computer up-to-date and take care when using public computers or wifi.
Learn more about installing the latest software and app updates.
If you think someone else has accessed your account
You should change your password straight away and contact Universal Credit.
How to close a claim
If you think you are no longer entitled to Universal Credit because of a change, the first thing you need to do is report a change using your online account. If you do not have access to the online account, call your jobcentre or speak to your work coach at your next appointment.
You do not need to close your claim, we will do this for you. We will also check if we owe you any money.
For example, you might still be entitled to some money from Universal Credit if you:
- get a job
- leave the country
- start working more hours
- recover from a health condition
If you tell us about a change straight away, we will make sure you get paid the right amount. If we decide that you’re no longer entitled, we will close your account at the right time. You will get a text or email if this happens.
If you decide you want to close your claim, you can do any of the following:
- leave a message in your journal
- select ‘Request to close your claim’ on your homepage
- phone the Universal Credit helpline
Find out more about reporting a change of circumstance.
Reporting a death
To report a death, call the Universal Credit helpline or leave a message in your journal. If you have used the Tell Us Once service, you do not need to contact us.