Universal Credit problems

It usually takes five weeks to get your first Universal Credit payment. After that, you should get your payment on the same date every month.

If your payment is late, log in to your online account and leave a message for your work coach in your journal.

Sign in to your account at GOV.UKOpens in a new window

Ask them to check whether anything is missing from your claim that might be causing the delay.

If this is your first payment of Universal Credit you can ask for an advance payment. This is a loan that you will have to repay from your future Universal Credit payments.

You can ask for an advance even if your payment isn’t late.

The amount of Universal Credit you get can change from month to month, and it’s hard to work out exactly how much you’re going to get.

Get a general idea of what your payment will beOpens in a new window on the Citizens Advice website.

If there’s been a mistake with your Universal Credit payment you need to call the helpline or log in to your online account and leave a message for your work coach in your journal. Ask them to explain the amount to you.

You can call the Universal Credit helpline free on: 

Telephone: 0800 328 5644Opens in a new window

Textphone: 0800 328 1344Opens in a new window. 

8am to 6pm, Monday to Friday (closed on bank and public holidays). Calls are free. 

Or, sign in to your accountOpens in a new window on GOV.UK.

Provide evidence, if you can, to show why you think they’ve made a mistake. This might include: 

• bank statements or payslips 
• invoices from your childcare provider 
• proof of your rent. 

If you’ve called the helpline or spoken to your work coach, and you still think the payment is wrong, you can take it further. 

If your earnings – and your partner’s if you’re making a joint claim – are high enough to mean you get no Universal Credit in a month, your claim will be closed.

This might be, for example, because you lost your job but got your final wages after you submitted your claim for Universal Credit.

If your earnings are likely to fall, restart your claim as soon as possible. This is to make sure you don’t miss out on any future payments.

Restart your claim by signing in to your Universal Credit account at GOV.UKOpens in a new window

If your immigration status means you have ‘no recourse to public funds’ you won’t be able to get Universal Credit.

If you’ve been working and paying National Insurance contributions, you might be able to claim new style Jobseeker’s Allowance or New Style Employment and Support Allowance instead.

Find out whether you qualify using the calculatorOpens in a new window on the Policy in Practice website.

If you haven’t paid enough National Insurance contributions to qualify, contact your local authority to ask about foodbanks and other local welfare assistance.

Find your local council on GOV.UK.

If you disagree with the decision to reject your claim for Universal Credit, you can ask for it to be looked at again – and then appeal.

If you’ve moved to Universal Credit from any of the benefits replaced, it’s possible you have less income than before. Or you might not qualify at all.

This could be, for example, if you live with someone and your joint income and savings mean you don’t qualify.

If you’ve already made a claim for Universal Credit and this has happened to you, ask for an explanation through your online account. If you disagree with the findings, you can challenge the decision.

But since the other benefits are closing, when you’ve moved to Universal Credit, you can’t go back to your old benefits.

If your Universal Credit payment doesn’t cover your outgoings, you’ll need to act quickly to avoid getting into debt.

Make sure you’ve made an up-to-date budget of all your income and outgoings.

Check you’re getting everything you’re entitled to – for example, free school meals and help with your Council Tax.

If you have a short term loss in income, you might be able to temporarily reduce your outgoings. For example, with payment holidays on loans and credit cards, or payment deferrals on your insurance premiums.

If you pay rent to a local authority, council or housing association, you’ll get your full rent as part of your Universal Credit payment.

However, the amount you get will be reduced by:

• 14% for one spare bedroom
• 25% for two or more spare bedrooms.

If you rent privately, your housing costs are based on the Local Housing Allowance (LHA) for your area. For example, if you’re single and have no dependent children – the LHA will be based on the cost of renting a one bedroom flat locally.

If you’re going to struggle to pay your rent as a result of a shortfall in the amount you get versus the amount you have to pay, you can apply to your local council for a Discretionary Housing Payment.

Find out more about Discretionary Housing Payments on GOV.UK.

The help you get with your mortgage is called Support for Mortgage Interest (SMI). It’s a loan you’ll have to pay back when you sell the property.

You can only get Support for Mortgage Interest after you’ve been claiming Universal Credit for three months.

If you’re struggling to keep up with your mortgage repayments, you can apply for a payment holiday.

If you need help with heating, fuel or food bills, or have an emergency expense, you can see if your local welfare scheme can help.

In England, this scheme is run by your local council.

Find your local council on GOV.UK.

 The other countries in the United Kingdom run their own schemes.

Find your local welfare assistance scheme on the Child Poverty Action Group 

Find out more about the Scottish Welfare Fund

In Wales, find out more about the Discretionary Assistance Fund

In Northern Ireland, find out more about extra financial supportOpens in a new window on nidirect.

If you need help with personal budgeting, ask at the Jobcentre and they’ll be able to tell you where face-to-face support is available.

If you’re struggling to pay off existing debts, it’s important to get advice from a debt advice charity straight away.