Universal credit will be claimed either online or by ringing an 0345 number, which can cost up to 45p a minute from a mobile or 12p a minute from a landline

Struggling families will be charged up to 45p a minute to claim benefits over the phone on government helplines.



The work and pensions secretary, Iain Duncan Smith, is refusing to set up a freephone number for the estimated eight million people who are set to claim the new universal credit over the next four years.

The decision contradicts the Department for Work and Pensions’ pledge to make calls for all major benefit claim lines free.

Labour MP Frank Field, chair of the Commons work and pensions committee, said: “There is something really disturbing about the idea of people on their uppers having to incur a hefty phone bill just to talk to somebody about their benefit claim.”

Ministers had promised to stop using charging phone lines in 2013 when it emerged millions of claimants had no alternative but to call the expensive 0845 hotline.

The universal credit system is being phased in to replace all main in-work and out-of-work benefits, and anyone trying to make a claim over the phone must call an 0345 number, which can be charged at up to 45p a minute from a mobile or 12p a minute from a landline.

In a written parliamentary answer earlier this month, Duncan Smith’s junior welfare minister, Justin Tomlinson, said they expect claims to be made online. The government’s universal credit website, however, advertised the phone number.



But some have criticised the suggestion, saying it was unrealistic to expect everyone to claim their benefits over the internet. Almost six million adults have never been online, according to the Office for National Statistics.

Imran Hussain, director of policy at Child Poverty Action Group, said: “Everybody knows that many households, often vulnerable, won’t be able to claim universal credit online. Surely it’s not right to hit them with hefty charges for simply calling to make a claim? We need a fair and sensible system, otherwise we’ll have chaos and families left struggling to get the help they need.”

A DWP spokeswoman said: “People who are unable to claim online and need to use the telephone service can request a call back to avoid call charges. Most vacancies are now advertised over the internet, and claimants are encouraged to apply online to help them prepare for the world of work.”

Universal credit is currently paid to more than 175,000 claimants who are registered at hundreds of jobcentres across the UK. Full transition is scheduled to be complete by 2020.

• This article was amended on 22 February 2016 to clarify in the subheading and the sixth paragraph that calls to 0345 numbers can be charged at up to 45p or 12p per minute from a mobile or landline.