Why you are asked to an appointment
According to GOV.UK, you might need an appointment with the Universal Credit team if:
- they need more information about your claim;
- you cannot verify your identity online.
You will also have to go to a meeting to agree the activities in your claimant commitment before you can get your first payment.
You will be told whether the appointment is at a jobcentre or on the phone. An identity check can also take place at your home.
How you are told
If DWP needs to contact you, it will usually be in the first few weeks after you apply, through journal messages in your online account. You usually get a text or email when there is a new message, so sign in and check your journal and to-do list. DWP will never ask for personal information such as bank details in your journal, by phone, text or email: be wary of scams.
GOV.UK says your account's to-do list shows, for example, when your work coach has booked an appointment with you, and that it might take a few days for your case manager or work coach to reply to a journal message.
Who you will see
| Case manager | Checks your claim and helps you manage your Universal Credit. |
|---|---|
| Work coach | Given to you if you need to look for work as part of your claimant commitment. Your claimant commitment may include appointments with your work coach. |
What to bring
For an identity check, bring 1 photo ID document and 2 supplementary documents, all originals. Full list: what to bring to your jobcentre appointment. For the claimant commitment meeting, it helps to know the hours you can work, the type of work you are looking for and anything that limits what you can do, such as caring responsibilities or a health condition.
On the day
- Check the date, time and office in your journal. It is not always the jobcentre nearest to you: look it up in our jobcentre directory for the address and map.
- Take part fully in the interview: going to all appointments on time and taking part is one of the things GOV.UK lists to avoid a sanction.
- Make sure what you agree reflects your real circumstances. If something changes later, report it so your commitment stays accurate.
If you cannot attend
Contact DWP straight away through your journal or the details your work coach gave you, and explain why. A hospital appointment, sudden illness or a domestic emergency are examples of a good reason in the guidance. Read what to do if you miss an appointment.
Getting help
Call the Universal Credit helpline on 0800 328 5644 (Monday to Friday, 8am to 6pm), Welsh language 0800 328 1744, Relay UK 18001 then 0800 328 5644. The Citizens Advice Help to Claim service gives free, confidential help with online applications and preparing for your first jobcentre appointment, with separate services for England and Wales and for Scotland.
Frequently asked questions
Why have I been asked to go to the jobcentre?
GOV.UK says you might need an appointment if DWP needs more information about your claim or you could not verify your identity online. You also have to go to a meeting to agree your claimant commitment before your first payment. You will be told whether an appointment is at a jobcentre or by phone.
Do I have to go before my first Universal Credit payment?
Yes. You have to go to a meeting to agree the activities in your claimant commitment before you can get your first payment.
Who deals with my claim?
After you apply you are given a case manager, who checks your claim, and a work coach if you need to look for work as part of your claimant commitment.
How will DWP tell me about the appointment?
Through journal messages in your online account. You usually get a text or email when there is a new message. If DWP needs to contact you, it will be in the first few weeks after you apply.
Can someone help me prepare?
Yes. The Help to Claim service from Citizens Advice gives free, confidential support, including preparing for your first jobcentre appointment.
Related guides
What to bring: ID documents
1 photo ID plus 2 supplementary documents, all originals.
Missed or late for an appointment
What to do straight away and what "good reason" means.
Universal Credit sanctions
Levels, how long they last and the daily reduction rates.
Claimant commitment
The agreement with your work coach and how to keep it up to date.
How to claim Universal Credit
Apply online, the 28-day rule and what you need to have ready.
New Style JSA and ESA
Helplines for new claims and existing claims.
Sources: GOV.UK: Universal Credit, how to claim · GOV.UK: Sign in to your Universal Credit account · GOV.UK: Documents to verify your identity for Universal Credit · GOV.UK: Universal Credit sanctions. Jobcentre Offices is independent and not affiliated with the DWP or Jobcentre Plus. Rules and rates change: confirm on GOV.UK or with your work coach before you act.