DWP issues major Universal Credit warning to those ignoring 'genuine' calls

12 February 2024 , 11:14

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The warning came in its latest Universal Credit guidance (Image: Getty Images/iStockphoto)

The Department for Work and Pensions (DWP) has issued a warning to benefit claimants as they could be missing vital calls.

In an update to its Universal Credit guidance, the DWP noted that due to its phone systems, calls from them can display as an unknown number. Because of this claimants could potentially be missing calls from the DWP as they may be cautious about answering calls from numbers they do not recognise.

Before calling, the DWP will send the claimants a message in their Universal Credit journal letting them know they will be calling. It added: "If you get a call from an unknown number following our message in your online account please pick up, as it’s likely to be DWP."

Sometimes, the DWP's number may also come up as "0800". If this number appears - and the claimant has been told they will be contacted by the DWP - then you should answer. According to Citizens Advice and Money Helper, the full number comes up as "0800 023 2635". To put people's minds at ease, the department said it would "ensure" that claimants will know the call is genuine adding: "There are scams preying on people, so do not share information if you’re not sure the call is from DWP. If you are in any doubt, you could ask the caller to post a specific form of words into your journal so you can be sure it’s us."

Citizens Advice says the DWP will mention your postcode or part of your Universal Credit number and if they are not mentioned, claimants should ask for them. If the person on the phone is unable to share this information with you, you should hang up the phone.

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What is a Universal Credit scam?

According to the Money Helper website, one of the most common Universal Credit scams is someone offering to apply for a Universal Credit Advance Payment on your behalf and taking some of the money as a fee. You can only get an advance payment if you are waiting for your first Universal Credit payment. An Advance Payment can be up to a full month’s Universal Credit payment and often scammers take a large chunk for their "services" typically around 40% or more.

Money Helper says: "There are many ways a Universal Credit scammer might approach you. Some people have reported being approached in person by smartly dressed people claiming to be from Jobcentre Plus. Others have been contacted online through social media groups, direct messages and adverts. They’ll ask you for your Universal Credit login details to make the claim."

Money Helper says there is "no need" to pay someone to apply for an Advance Payment on your behalf. If you do need money sooner, then you contact the Universal Credit helpline, apply online, or ask your work coach at your first Universal Credit interview. Citizen Advice says the DWP will usually tell you if you are eligible for it on the same day you ask for it.

If you have been targeted, even if you haven’t become a victim, you can report it to Action Fraud on 0300 123 2040. You should also report it to your local JobCentre as soon as possible.

Ruby Flanagan