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7 (seven) times I attempted this process online and on all but 1 of these, the website didn't crash.
On the 1 occasion I thought it had worked, it stated that my details were not valid.
The time wasted on this was 93 minutes.
So, I walked to the post office and purchased the paper version.

Bullying, threatening work coach, with an abilist attitude.
We had to go to Job Centre 4 times before we received first payment & they tried to sanction us straight away even though we attended all appointments.
It's very difficult to make a complaint only paper complaints through post are accepted, our complaint was partially accepted.

Speaking of the Universal Credite helpline in particular. Today had to communicate, for work, with an employee named Amir. From very first seconds of the conversation he cut me off in a rude imperative manner (also, no Good Morning, no introduction), made me repeat what he failed to understand, by the way, he was speaking a very bad English and was difficult to understand..idk why you hire such staff! no benefit, comprehension-wise and manners-wise(

My managed migration from legacy benefits started on October 29th 2025. Despite putting a lengthy note onto my journal about what I was on and what I was expecting to be transferred to, and another note on December 1st and December 22nd, I had no response from anyone until January, when I was told I had been overpaid would need to repay £600 (all through DWP errors.)
I was also told that they did not know how this money would be recouped, and that the debt management team would be in touch.
Debt management have not been in touch, £60 a month is just being taken from payment. Apparently, from another response to more of my questions, it is not normal for debt management to get in touch.
So, every time I make contact through my journal I'm being told something different. The only plus side is, as everything is in writing, I can pass the information on as evidence of incompetence.

Introduction:

This report aims to itemise and describe the key flaws, inefficiencies, and harmful impacts of the "Universal Credit system" as experienced by claimants and community advocates.

The findings are based on widespread testimonies, documented cases, and community feedback, particularly from the local communities.

1. Lack of Human Accessibility

Impersonal Communication: Most interactions occur through the online journal, and claimants rarely speak with a consistent, named caseworker.

Phone Lines Overwhelmed: Helplines are often busy, with long wait times and disconnections. Many claimants report never reaching a real person.

Jobcentres Unhelpful:

In-person visits frequently result in being told to use the online system, and staff often lack the authority or knowledge to resolve complex cases.

2. Ineffective Complaint Mechanisms

Complaints Ignored: Formal complaints are routinely dismissed or receive only generic responses.
No Accountability: There is no clear escalation path, and claimants rarely receive meaningful follow-up or redress.

Advocates Powerless:

Even trained advocates and communal representatives struggle to get meaningful engagement from UC managers.

3. Cultural and Religious Insensitivity

Lack of Understanding:

Staff often do not understand the cultural, religious, or practical realities of minority communities (e.g., large families, non-standard schooling, religious holidays).

Rigid Policies:

The system is inflexible about documentation, household structures, and childcare arrangements common in the community.

4. Bureaucratic Inertia and Red Tape

Endless Loops:

Claimants are regularly bounced between online systems, phone lines, and jobcentres, with no one taking ownership.

Documentation Black Holes:

Submitted evidence is lost, ignored, or repeatedly requested.
No Transparency: Decisions are made behind closed doors, with little explanation or recourse.

5. Financial Harm and Insecurity
Delayed Payments:

Many claimants experience delays, leading to rent arrears, utility cut-offs, and food insecurity.

Sanctions and Errors:

Payments are arbitrarily reduced or sanctioned, often due to system errors or misunderstandings.

Appeals Process Opaque:

Challenging a decision is slow and difficult, with many giving up in despair.

6. Psychological and Social Impact
Stigma and Shame:

The system’s tone and suspicion cause deep humiliation and anxiety.

Mental Health Toll:

The stress of navigating UC exacerbates mental health issues and family tensions.

Community Distrust:

Perceived hostility and incompetence foster distrust of government institutions.

7. Systemic Culture of Suspicion

Presumption of Guilt:

Claimants are treated as potential fraudsters rather than people in need.

Lack of Compassion:

There is little evidence of empathy or understanding in communications or procedures.

Conclusion and Recommendation:-

The Universal Credit system, as currently administered, fails to provide the support, dignity, and accessibility that vulnerable individuals and families deserve. Fundamental reforms are urgently needed: real human contact, cultural sensitivity, transparent processes, and meaningful complaint mechanisms. Until these are addressed, trust in UC will remain dangerously low, and the most vulnerable will continue to suffer.

See petition.parliament.uk
/petitions/748390

I had to stop working a few years ago due to illness. Up til then I worked all my life.I would much rather still be working than deal with the sh*t show that is the DWP. It's too long to get into on this short message but lets just say it is a humilating and dehumanising experience. It's certainly made my health worse. if their plan is to get me back in work they need to stop trauamtising me first.

Newton Aycliffe Jobcentre. Very arrogant, unhelpful and a rude bunch. Awful customer service. It takes a lot of nerve to belittle people when you sit on your backside all day. I wont step foot in another jobcentre as long as I live. Wish I could leave 0 Stars.

Zero! Useless, pointless, unhuman time wasters!
I don't understand how people can work in a place like this job centre, absolutely disgusting what they do and don't do.

Work coaches keep changing me and partners appointments its stressing us out so much. And Universal Credit are making me feel unwell because of it and even worse when they dont listen and ignore all our journal messages we send to them this is unacceptable from Work Coaches. Its causing so much Distress to us both they just dont care about people who are struggling with Mental health issues and Autism they are so selfish the way they are treating me and my partner I wish that this system would be replaced with a more sympathetic approach system its not fit for purpose of people with ill Mental health issues its causing so much damage and unnecessary emotional distress. Still waiting for my LCWRA Mandatory reconsideration how ever I just keep getting told by my work coach that you will have to wait till a decision has been made but how long is that going to take probably wont even happen the way they are behaving. I am being forced to do Work Focused interviews when there is really no need for me to do them as im supposed to be in the LCWRA support group left alone such a disgrace it really is.

Promoting how you can claim whilst you work if your earnings are low. As per this excludes the self employed as my job is seasonal. Despite me working when im out of my proffesion they automaticly assume you make min wage and working 35 hours pw. Yet people choose not to work at all and have six kids and be better off financially. Broken britain

They just waste your time with constant calls that consist of them asking maybe 2 question max and then it’s over. For some reason they insist that these have to be done face to face on video or in person. One time my agent didn’t even show up to the appointments so I wasted money on petrol and parking for no reason.

“Universal Credit is meant to support people into work, but the monthly assessment system actively penalises those paid weekly or four-weekly. Twice a year, people lose support simply because of how the calendar falls, not because they’ve earned more. This pushes working families into debt and hardship, and it’s entirely avoidable.”

Absolutely disgusting! Iv been a hardworking taxpayer since I was 16 im now 41 im out of work due to ill health i rang up today to ask for 30 quid to top my gas and electricity up and was told no they couldn't help me 😪 Absolute joke gonna have to try and make it last me till Wednesday Absolute disgrace 😡😡😡😡

A visit to Chichester job centre to sort out my brothers UC who is disabled.
Having been lucky enough not to have needed their services before.
The centre itself was clean, well presented and calming. The receptionist was extremely helpful. I was seen quickly although I should have made an appointment. The advisor, Sanveet was lovely. Excellent listening skills, kind, sympathetic and sorted out my brothers issues efficiently. To make it even better, he even asked if I had support as I look after my brother who is very disabled.
As a psychotherapist, very few people ask me if I’m ok. So a 5 star review for excellent service!!!! Thank you

Evil.
misconduct in public office .
What is occuring in the UK right now regarding this organisation is nothing but genocide , its unlawfully stopping claimants entiltlements , vunerable and disabled claimants are being abused within this system and by agents and advisors who have taken an oath as a civil servant! This is unacceptable and unlawful behaviour , it is misconduct in public office, complaints by claimants are are being prevented by agents, or ignored once raised, claimants basic and absolute human rights are being obliterated by this organisation, there are large numbers of "unalivening" of claimants occuring as direct cause to the stress and institusional abuse induced by this failing system.
Explotation, manipulation, coersion, emotional and financial abuse , these techniques are being used towards claimants, by "agents" . This organisation has been and is weponised against claimants , it is designed to intitusionally abuse and neglect claimants , it has been intensionally designed to induce a sense of fear and insecurity, inflicting psycological abuse and techniques on to a range of claimants which particularly effects tge vunerable , it is designed to be almost impossible ro navigate and to protect the govenments money but at the expense of the claimants life because it does not recognise people as people/human beings, it recognises claimants as data points to be deleted or extinguished , stopped, prevented, sanctioned, suspended if atall possible , the corruption within this system causes this to be achieved unlawfully and at times illegally with a long flawed complaints process and leaving vunerable claimants at its mercy unable to pay bills , destitute, and at risk of harm, this occurs despite the laws and uc policys which are supposed to offer supposed protection against these actions against claimants claims, these "laws" of human rights under Article 3 and the assosiated policies of uc are going ignored and endangering lives, this appears to be an intensional move by our own govenment to delete off the "undesirable" and sqaunder back as much money as possible from this "sector" via any tatics possible unlawfully or otherwise. Bewarned. The govenment has weponsied itself against its own people.

Absolutely horrendous customer service and service as a whole ..meant to be there tk help people who need financial assistance and they do exactly opposite at the first opportunity they can get to stop money ..they want total control of your life and want to know everything there is to know about your personal life ..THEY WONT BE HAPPY TILL THEY HAVE NO ONE ON UC ,unless u come in on rubber boat

Asked 4 times to send link for pdf file to send bank details and no responce in over 3 days,there quick enough to stop your benifit but wont help you when needed,got anough problems with mental health issues and feel the goverment dont really give a SHIT about the people struggling with life

just wanted to say what a bunch of carn ts they are

I have had to apply for universal credit due to a serious accident , I have been off work for some time and now my pay has been considerably reduced .

I work within social care and I am also a trained practitioner and I will be returning to work . I had become unsure as to why the journal had options to write about looking for work as I had a job to return to when I am fit and I wanted to make sure that I had filled the forms out correctly .

I called the help line , the person on the end of the phone was condescending and didn’t understand what I was talking about and when I directed him to the page where it states to use the journal and he continued to be condescending and said he couldn’t see what I was talking about . Eventually he said “ that is just an option “.

I would have thought that one of the main topics is about looking for work and recording your search and this would be embedded in their training .

Overall humiliating experience .

The person on the other end gets you so angry repeating the same question over and over untill they hang up.