Contact Universal Credit

You can contact Universal Credit:

  • through your online account
  • by calling the Universal Credit helpline

Universal Credit helpline
Telephone: 0800 328 5644
Textphone: 0800 328 1344
NGT text relay – if you cannot hear or speak on the phone: 18001 then 0800 328 5644
Welsh language: 0800 328 1744
Monday to Friday, 8am to 6pm
Find out about call charges

If your query is about claiming ‘new style’ benefits with Universal Credit

You could get ‘new style’ Employment and Support Allowance (ESA) or ‘new style’ Jobseeker’s Allowance (JSA) at the same time or instead of Universal Credit.

Apply for ’new style’ ESA

To make a ‘new style’ ESA claim, send a message to your case manager on your Universal Credit online journal. They can help you claim for ‘new style’ ESA if you’re eligible.

If you’re not getting Universal Credit, call the Universal Credit helpline to apply for ‘new style’ ESA:

Universal Credit helpline
Telephone: 0800 328 5644 (choose option 2, then option 3)
Textphone: 0800 328 1344 (choose option 2, then option 3)
NGT text relay (if you cannot hear or speak on the phone): 18001 then 0800 328 5644
Welsh language telephone: 0800 328 1744
Monday to Friday, 8am to 6pm
Find out about call charges

Apply for ’new style’ JSA

You can apply for ‘new style’ JSA online or contact the Jobcentre Plus helpline.

Jobcentre Plus
Telephone: 0800 055 6688
Textphone: 0800 023 4888
NGT text relay (if you cannot hear or speak on the phone): 18001 then 0800 055 6688
Welsh language: 0800 012 1888
Monday to Friday, 8am to 6pm
Find out about call charges

If you have a query about an existing claim for ‘new style’ ESA or JSA

Contact the Jobcentre Plus helpline.

Jobcentre Plus
Telephone: 0800 169 0310
Textphone: 0800 169 0314
NGT text relay (if you cannot hear or speak on the phone): 18001 then 0800 169 0310
Welsh language: 0800 328 1744
Monday to Friday, 8am to 6pm
Find out about call charges

  1. Step 1 Check if you're eligible

  2. Step 2 Create an account and make a claim

    You need an online account to claim Universal Credit.

    1. Set up an account and make a claim

    You must submit your claim within 28 days of creating your account.

    If you live with your partner, they will also need to set up an account. You'll be given a code to link the accounts together.

  3. and Find out how your claim is assessed

    You'll need to have an interview with Jobcentre Plus. You'll be told how to arrange this after you submit your claim. It will be within 10 working days.

    If you have a disability or health condition you may need a work capability assessment. You'll be told if you need one after you claim.

    1. What to do if you have a health condition or disability
  4. Step 3 Attend your interview

  5. Step 4 Apply for an advance on your first payment

    If you need help with bills or other costs while you wait for your first payment, you can apply to get an advance.

    1. Get an advance on your first Universal Credit payment
    2. Check if you can get any other financial support
  6. Step 5 Get your first payment

    You’ll get your first payment 5 weeks after you claim. Your account will be updated to tell you how much it will be.

    1. What to do if you disagree with the decision
  7. Step 6 Follow your agreement and report any change of circumstances

    You must keep to the Claimant Commitment you agreed at your interview. If you do not, your payments could stop.

    You must also update your account if your circumstances change to get the right payment.

    1. How to report a change in circumstances
    2. What to do if your payments are stopped