If we missed an appointment, struggle to keep up or already had money cut, staying in touch and asking for help could protect our claim and get things back on track.
Universal Credit can make up a big part of our monthly budget. The average household receiving it gets around £1,030 a month, so it is no wonder that anything threatening our payment can feel stressful.
We might miss an appointment because life is already messy. We could be ill, struggle to get online, face an emergency or simply feel too overwhelmed to open the journal. We might not get on with our work coach either.
But going quiet can put our payment at risk.
Nearly nine in ten adverse UC sanction decisions in the latest year were linked to missing or not taking part in a mandatory interview. That does not mean everyone who misses one is sanctioned. The DWP should consider whether there was a good reason.
Can’t make it? Keep talking
If we cannot attend an appointment or complete something in our claimant commitment, we should contact Universal Credit straight away.
Leave a message in the journal or use the contact details given by our work coach. Explain what has happened and ask what to do next.
Already missed it? Get back in touch as soon as we can. Citizens Advice recommends explaining why and asking to rearrange. It can also help to keep a note of any calls and messages.
Illness, a hospital appointment or an emergency at home could be a good reason. Mental health problems, sudden childcare trouble, bereavement or homelessness may also need to be considered.
Share any evidence we have, but do not delay making contact while looking for paperwork.
Make sure the deal fits our life
Our claimant commitment explains what we have agreed to do, such as attending appointments, looking for work or joining training.
But it should reflect what we can realistically manage.
If our health, childcare, caring duties or housing situation changes, tell our work coach. Ask for the commitment to be reviewed if we are struggling to meet it.
We do not have to pretend everything is fine. Keeping the conversation open gives us a better chance of getting the right support.
Sanctioned? There are still options
A sanction can be frightening, especially when there was not enough money to start with. But it does not mean we should abandon our claim.
Check the journal message or letter. It should explain why the payment has been reduced and what we need to do next. Keep attending appointments while the issue is being sorted.
Think the decision is wrong? Ask the DWP to look at it again. This is called a mandatory reconsideration. It is free and we usually need to ask within one month. Citizens Advice can help us challenge the decision.
Struggling for essentials?
If the sanction means we cannot afford food, heating, hygiene products or some housing costs, we may be able to get a recoverable hardship payment.
Ask through the journal, speak to our work coach or call the Universal Credit helpline. It normally has to be paid back through deductions from future UC payments. We may need to apply again after each reduced payment if we are still struggling.
The big message is: do not let one problem make us give up.
Send a message, explain what happened and ask for help. Even after a sanction, there are ways to challenge the decision, get emergency support and put our claim back on track.
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