How to increase your chances of a successful universal credit claim

Almost eight million people in the UK claim universal credit (UC), a benefit for those in and out of work on a low income.

It replaces six older ‘legacy’ benefits:

• income support
• income-based jobseeker’s allowance
• income-related employment and support allowance (ESA)
• housing benefit
• child tax credit
• working tax credit

For many people, applying for UC can feel daunting. The forms can be long and confusing, the requirements unclear and it’s not always obvious where to get help.

But with the right support and information, the process becomes much more manageable.

We spoke to Michelle Cardno, lawyer and founder of Fightback4Justice, and Anna Stevenson, benefits expert at Turn2Us, to gather their top tips for anyone applying for UC. Both organisations support people making benefit applications every day.

1. If you need to provide evidence – that’s your responsibility

When you apply for UC, it’s your responsibility to send in any supporting evidence that’s needed. When applying for the health element, many people assume the Department for Work and Pensions (DWP) will contact their GP, but this rarely happens.

What to do:

• Collect recent medical letters or reports from your GP, consultant or mental health team.
• If someone supports you (like a carer or social worker), ask them for a written statement explaining how they help you.
• Send your evidence in with your application or as soon as possible afterwards.

“One of the most common difficulties is, when they first apply, people are daunted by the form and they don't understand what is required of them. They don't realise that they need to send evidence in. They think that the department will get the evidence from the GP... That's not always the case,” says Michelle Cardno.

2. Prepare for your assessment

If you’re asked to attend a UC assessment (often for the health element or work capability review), it’s important to know what to expect. Many people assume the assessor already has their medical records, but that’s not usually the case.

You should give as much information as you can and don’t assume the assessor knows your situation.

“In a lot of cases, people don't really know what to expect of them in an assessment... so therefore they've not given them as much information as they could have done, and they might be refused because of that,” says Cardno.

3. If you’ve been told to migrate from legacy benefits, don’t delay

Around 40% of Fightback4Justice’s inquiries at the moment are universal-credit-related.  

If you’re on older benefits like ESA, income support or tax credits, you may receive a migration letter telling you to move to UC. This move is compulsory and if you don’t act by the deadline, your benefits could stop.

“We're getting a lot of people come with universal credit inquiries because of the migration that's going ahead at the moment from the old legacy benefits to universal credit. So everybody is supposed to be migrated by September… a lot of people who don't understand computers or haven't got the correct ID, find that they're they' banging the head against a big wall with it…. some of them haven't even been able to migrate over because they're missing ID,” says Cardno.

If you’ve received a migration letter, act quickly. Missing the deadline could mean losing your benefits. Ask for help if you struggle with online systems, ID checks or don’t have internet access.

4. Don’t let digital barriers stop you

If you struggle with computers, the UC system can feel impossible. That doesn’t mean you can’t claim. Ask the DWP for reasonable adjustments, such as applying by phone or getting information on paper.

“There is supposedly a way to ring up and make an application, but we've had quite a number of people come to us and say it just doesn't work... There are a lot of older people who have probably never used a computer and they don't know how to log in or they get stressed with it,” says Cardno.

5. Don’t give up – ask for help

Get help if you come up against roadblocks. As Fightback4Justice’s founder explained:

“We have a gentleman who came to us, and his wife has schizophrenia. She isn't capable of logging in herself. We migrated them over and did it all for them, but it was very difficult because she has to have her own email address and has to have her own phone number, which proved really difficult... nobody seems to know what to do in these circumstances.”

6. Check your award – mistakes happen

Once your UC claim is active, look carefully at your award breakdown. Check you’re getting all the elements you qualify for, like the limited capability for work and work-related activity (LCWRA) health element, carer’s element or housing costs.

“We often find when people are migrating that they're not getting the transitional protection or it's not being addressed properly... They find that there's something missing and it's then that they have problems,” says Cardno.

If something’s missing or wrong, raise it immediately through your UC journal (the online messaging system within your UC online account), or get help from an adviser.

7. Know that UC rules change and stay informed

UC rules and eligibility criteria can change fast. To avoid missing out, stay informed about new policies, cuts or changes to your entitlements.

“The social security system is constantly evolving, and we are always ready to adapt,” says Turn2Us’ Anna Stevenson.

Use sites like Money Wellness, Turn2us.org.uk or Benefits and Work to stay up to date with what you're entitled to.

8. Ask about transitional protection

Be aware that the LCWRA element is being phased out for new claims.

If you’re migrating from legacy benefits, ask whether transitional protection applies, as it could help protect you from a sudden drop in income.

“Stopping the universal credit health element (the LCWRA addition) will take about £3,000–£5,000 a year from 2 million-plus disabled claimants,” says Stevenson.

9. Challenge decisions you don’t agree with

If the DWP makes a decision that you don’t understand, whether it’s a reduced award, a missed disability element or a failed health assessment, you have the right to challenge it. Many decisions are overturned on appeal, especially with the right support. Get advice and don’t give up.

Where to get help

• Fightback4Justice: for specialist disability benefit advice, appeals and support.
• Turn2us: online tools and support to check entitlements and find financial help
• Citizens Advice: for free guidance on benefits, housing and more.
• Disability Rights UK: policy updates and resources for disabled people.