DWP figures just exposed a major problem with Universal Credit

The Department for Work and Pensions (DWP) has released the latest figures surrounding the migration process from so-called legacy benefits to Universal Credit. The stats are to do with enhanced support for people previously claiming Employment and Support Allowance (ESA). However, what the figures show is that the process of claiming Universal Credit is so complicated that most people needed support. Moreover, the majority initially went to family and friends for this, showing what little faith people have in the DWP.

DWP managed migration: the latest

Managed migration has been happening since April 2023. As the Canary has consistently documented, the DWP has been forcing people on ESA as well as Tax Credits to move to Universal Credit. Previously, we reported on how over 20% of Tax Credits claimants were losing their benefits as a result.

Now, the DWP has released figures around how much support ESA claimants need to make the move to Universal Credit. It found that, of the people claiming ESA it surveyed 75% needed help with their Universal Credit claim. Of these:

• 1% had help from a Jobcentre.
• 5% had help from a charity.
• 5% had help from a council.
• 5% had help from a support worker.
• 7% had help from Citizens Advice.
• 24% had help from the official Universal Credit helpline.
• 57% had help from family and friends.

The DWP then also offers a scheme called the Enhanced Support Journey. This is where its staff provide what it considers to be additional support for claimants, to help them move to Universal Credit. The additional support includes text reminders, phone calls, and a home visit if the claimant wants it.

39% of all claimants migrating to Universal Credit were part of the Enhanced Support Journey between July 2024 and May 2025. However, just 14% ended up being offered a home visit. Of these, only 49% actually wanted one. For ESA claimants, this means that of the 567,000 people migrating to Universal Credit, the DWP gave a home visit to just 15,179 of them.

Failing disabled ESA claimants

The point being is that the DWP is claiming that its support services for moving to Universal Credit are somehow working. In reality, it is failing chronically ill and disabled people miserably.

The fact that the majority (57%) of ESA claimants went to friends and family for support is damning. Plus, the so-called Enhanced Support Journey is clearly a busted flush – because what claimant would trust and feel comfortable with the DWP visiting your home when we know the department is consistently spying on disabled people to try and catch so-called ‘benefit fraud’.

Yet still, the DWP blames chronically ill and disabled people for their problems with moving to Universal Credit. It said that [bolding ours]:

Customers previously on ESA excluding tax credits were more likely to require help with their claim, than the average Move to UC customer. The main reason for the additional help for ESA only and ESA and HB customers was due to the higher proportion requiring help with a health condition, than other groups.

So, it’s disabled people’s fault they can’t manage the move to Universal Credit because they’re disabled. It’s not because the DWP has made the entire process so complicated.

What these latest DWP figures show is that throughout managed migration, the department has failed to offer the support that disabled people need. Of course, the fact that people have to go to friends and family is a win for the DWP – as it saves it money. But it leaves claimants under unnecessary stress – and potentially out-of-pocket if the DWP fails to give them all the support they’re entitled to.

Featured image via the Canary