Universal Credit Face To Face Verification

Disclaimer: This article is for information purposes only and should not be considered legal advice. For specific concerns about Universal Credit or identity verification, claimants should seek professional guidance or contact a qualified adviser.

Why Face-to-Face Verification Exists

The Department for Work and Pensions (DWP) requires claimants to verify their identity when applying for Universal Credit. While many applicants can complete this process online, others are referred to face-to-face verification at their local Jobcentre. The purpose of this step is to prevent fraud, ensure that benefit payments are made to the correct person, and confirm eligibility.

However, this safeguard is not without its challenges. Disabled people, carers, and vulnerable individuals often struggle to attend in-person appointments due to health conditions, mobility issues, or caring responsibilities. For some, the requirement becomes an unnecessary obstacle rather than a fair safeguard.

The Risk of Losing Your Claim

If a claimant is unable to attend or complete face-to-face verification, the DWP may cancel their Universal Credit claim altogether. This can leave people without vital financial support, often at a time when they are already vulnerable. Such cancellations disproportionately affect disabled people, who may be physically unable to attend or who face mental health barriers to travel and communication.

The Need for Reasonable Adjustments

Under the Equality Act 2010, the DWP has a duty to make reasonable adjustments for disabled claimants. This may include:

Offering home visits for people who cannot travel.
Allowing video verification appointments for those who can use digital tools but cannot physically attend.
Accepting alternative forms of identification, such as certified copies of documents or verification through trusted third parties.
Ensuring carers can support claimants during the verification process.

Failure to offer reasonable adjustments may amount to discrimination, leaving the DWP open to legal challenges.

A Concerning Case: Card Details Taken

One claimant reported that a DWP officer (often referred to as a Work Coach or Identity Verification Officer) asked for their full long card number and CVV security code during verification. It is important to note that this practice is illegal and against data protection regulations. No government official has the right to request these sensitive details. After the incident, the claimant had no choice but to cancel their bank card to protect themselves from fraud.

Claimants should be aware:

You may be asked to show a card as a form of ID, but you must never disclose your CVV number or allow the card to be copied in full.
If such a request is made, it should be reported immediately as a data breach.

Carers and the Question of Two Phone Numbers

Another issue has arisen for carers who also claim Universal Credit for themselves. Some have been told they must use two separate telephone numbers, one for their own claim and another for the person they care for. This creates unnecessary complications, especially for families who may only have one shared line.

While the DWP’s digital systems often flag duplication issues, carers should not be unfairly penalised. The requirement for two phone numbers has no legal basis, and reasonable adjustments should allow carers to manage both claims without the burden of additional costs or logistical barriers.

Moving Towards Fairer Solutions

To create a fairer system, the DWP should:

Expand digital verification to include secure video calls.
Provide home visits for disabled people.
Clarify rules for carers, ensuring flexibility around telephone numbers.
Train staff thoroughly on data protection and disability rights.
Engage with advocacy groups to better understand the barriers faced by claimants.

Conclusion

Face-to-face verification may help prevent fraud, but it risks excluding the very people Universal Credit is designed to support. Disabled claimants and carers must not be disadvantaged by inflexible processes. By offering alternative solutions and making reasonable adjustments, the DWP can fulfil its legal obligations and ensure that vulnerable people are treated with dignity, fairness, and respect.