A former Department for Work and Pensions (DWP) employee has lifted the lid on the shocking difficulties faced by Universal Credit claimants, describing the process as 'virtually impossible' to navigate successfully.
The whistleblower, who worked as a work coach for the DWP, revealed how the system is deliberately designed to make it hard for people to claim what they're entitled to. 'It's a hostile environment for claimants,' they said.
The System Is 'Set Up to Fail'
According to the ex-DWP worker, many legitimate claimants are being denied support due to:
- Overly complex application processes
- Unrealistic digital requirements
- Constant changes to eligibility criteria
- Inadequate support for vulnerable applicants
'The five-week wait for first payment pushes people into debt,' they explained. 'Then when they can't cope, they're sanctioned.'
Vulnerable People Hit Hardest
The former employee highlighted how those with mental health issues, disabilities or limited digital skills suffer most:
- Online-only applications exclude many
- Telephone support is often unavailable
- Face-to-face help has been drastically cut
'I saw people in genuine crisis being turned away,' they admitted, describing the moral distress this caused staff.
Government Response
A DWP spokesperson defended the system, stating: 'Universal Credit provides a vital safety net while helping people into work. We continue to improve the claimant experience.'
However, charities report record numbers seeking food bank referrals due to benefit delays and sanctions.
