Change to Universal Credit ‘live service’ helpline

Announcement from DWP:

Universal Credit live service helpline: change to opening hours

From 27 September 2018, the Universal Credit live service helpline will be open from Monday to Friday, between 9am and 4pm.

The change to the opening hours comes ahead of the planned closure of the live service by spring 2019. The number of people contacting the helpline is expected to reduce as the rollout of Universal Credit full service to all jobcentres nears completion.

When the live service helpline is closed, jobcentre staff should continue to use existing escalation routes for urgent or vulnerable claimant queries.


Just to be clear, the ‘live service’ is not a fully digital service, so that is why there was a telephone helpline.  New claims in the ‘live service’ have already been stopped.  New claims generally now are in what is known as ‘full service’ which is completely online for most people.

Leave a Reply