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Help to Claim – A New Service from Medway Advice


A new service is now available from Medway Advice to help new and existing customers migrate over to Universal Credit.

Help to Claim is a new service being provided by Citizens Advice gives extra help for people to make a Universal Credit claim and get their first full correct payment on time.

Launched recently, the service will be delivered to customers making a new Universal Credit claim or moving from a legacy benefit to Universal Credit because of a change of circumstances.

Customers, and people helping them, will be able to directly access this service through various channels, including over the phone, on the Citizens Advice website and face to face at local Citizens Advice outlets.

  • What does the Help to Claim service include?
    • Help to Claim check – Citizens Advice will check that Universal Credit is the right benefit for the individual to claim.
    • Individual needs assessment – Citizens Advice will assess the individual’s needs to make sure they can get access to the right level of support in the way that’s right for them.
    • Support to start a Universal Credit claim – Depending on their level of need this might include help to: 
      • set up an email address or a Universal Credit account
      • work through claim ‘to-do’s
      • access Universal Credit phone claim service
      • access DWP home visit support
    • Completing a claim and getting ready for first payment – Depending on their level of need this might include help to: 
      • verify their identity
      • provide additional evidence
      • prepare for the practicalities of their first monthly payment
      • access adaptations such as direct payments to landlords and conditionality easements
      • apply for Advance Payments and access additional financial support
    • Access to longer term support – Citizens Advice can support people with other issues in their lives by signposting or referring them to other services.

    Who is eligible for support through Help to Claim?

    There are no specific eligibility criteria for the type of people who can access support, instead this is focused on the types of help people need either at the new claim stage or if they are struggling to use the service and set up their full correct payment 

    Anyone who requires support to make a Universal Credit claim can access Help to Claim.

    How do people access Help to Claim?

    The service will be available face to face, over the phone and online – to allow people to access support in the way that’s right for them. They can be signposted or referred by DWP agents, signposted by third parties or they can self-refer.

    The telephone and web chat operating hours will be 8am to 6pm Monday to Friday.

    For more information for the service, call 0800 1448 444 or visit the Medway Advice website.


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