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How to contact a Universal Credit Full Service Case Manager

Friday 12 October 2018

If you rent to tenants who are claiming Universal Credit (UC), it has now become easier for you to speak directly to the Full Service Case Manager dealing with their claim.

Whilst most tenants will want to deal with the UC centre themselves, some may not feel confident in doing so or need help understanding complex matters. In these circumstances they can ask a representative, such as their landlord or letting agent to contact DWP on their behalf. 

As a claimant representative, how can you speak to the claimant’s Case Manager?

As a claimant's representative, you may need to contact DWP on their behalf. If you do, then simply call 0800 328 5644. The integrated telephony system will filter your call directly to the Case Manager dealing with the claim, provided unique identification questions about the claimant can be answered.

Explicit consent is also required if you are calling on the claimant's behalf. This can be given by the claimant via the journal, the telephone or in person.

What information will I need to hand?

To talk to a UC Case Manager best placed to support your query, there are four pieces of unique identifying criteria which enable the department to route the call appropriately. These are:

  • the telephone number the claimant has registered with Universal Credit
  • their postcode
  • the first line of their address
  • their date of birth.

Not all are necessarily required to route the call to the owning case manager as Universal Credit have introduced a design to minimise the claimant journey.

Please ensure you have all the correct information to hand before you start the call as you will need this information to talk to a Case Manager. If you do not provide this information, your call will be routed to the national telephony hub.