The Department for Work and Pensions (DWP) has issued a new update for people on legacy benefits—particularly those receiving Employment and Support Allowance (ESA)—as they move to Universal Credit. Anyone who misses the two-week deadline after receiving their migration notice will now be placed on what’s called the Enhanced Support journey, which includes extra help like home visits and phone calls.
This move is part of a wider effort to support vulnerable claimants as the DWP phases out older benefits and transitions everyone over to the newer Universal Credit system.
Update
In response to a parliamentary question from Labour MP Sarah Hall, Social Security and Disability Minister Sir Stephen Timms explained what steps are being taken to make the migration process smoother—especially for people with health issues or additional needs.
He confirmed that ESA recipients who fail to apply for Universal Credit within 14 days of receiving their migration notice will not be penalised immediately. Instead, they’ll be automatically moved into a support programme that offers personal assistance.
Enhanced
This Enhanced Support journey was designed to offer tailored, flexible help for people who may find the transition overwhelming. It includes:
- Follow-up phone calls from DWP staff
- Home visits where needed
- Help understanding and completing the application
- Guidance tailored to a person’s condition or needs
This is especially crucial for ESA claimants, many of whom live with serious health conditions, learning difficulties, or low digital skills.
Access
Sir Stephen acknowledged that Universal Credit’s online nature can pose a challenge for some. So, to make the system more accessible, the DWP offers alternatives:
- Telephone support
- Face-to-face appointments upon request
- The option for someone else (like a family member or support worker) to help manage the claim
He also highlighted that Universal Credit letters and statements are now being carefully reviewed to make sure they are written in plain English, free of confusing jargon, and easy to follow.
Guidance
The Migration Notice that claimants receive also provides important signposting. It points people to the following resources:
- The Universal Credit helpline
- The official gov.uk website
- ‘Help to Claim’ service, offered by Citizens Advice Bureau
These services allow people to get immediate help and ensure they don’t fall through the cracks during the transition.
Protection
Aside from one-on-one help, the DWP has introduced financial safeguards to protect claimants during the switchover. These include:
| Support Measure | Details |
|---|---|
| Transitional Protection | Keeps your payment from dropping right after switching to Universal Credit |
| Two-week ESA run-on payment | Continues your old benefit for 2 weeks after switching to avoid gaps |
| Manual & digital process improvements | Helps ensure faster, more accurate processing of claims |
These protections are especially useful in preventing payment delays or sudden income drops for people already struggling.
Communication
The DWP is also taking steps to make all their communication clearer. According to Sir Stephen, all official letters and statements go through rigorous content testing. The aim is to ensure that messages are:
- Clear and concise
- Free of unnecessary technical language
- Easy to understand for people with different needs
Additionally, ESA claimants can choose to receive updates via email or through their preferred method of communication. And if someone is unable to manage the process alone, they can appoint someone to act on their behalf.
Assurance
While the migration to Universal Credit is still underway, the DWP insists it is learning from previous transitions—like those from Tax Credits and Income Support—and adjusting their approach based on those lessons.
The goal, they say, is to ensure that no vulnerable claimant is left behind. With personal support, financial protection, and easier communication, the DWP hopes to make this a smoother experience for ESA recipients, even if they miss their initial deadline.
FAQs
What happens if I miss the UC deadline?
You’ll be moved into the Enhanced Support journey automatically.
What is the Enhanced Support journey?
It offers help like calls, home visits, and tailored guidance.
Can I get help applying for UC?
Yes, via phone, in-person support, or Citizens Advice.
Will I lose money during the switch?
No, transitional protection and run-on payments apply.
Can someone help manage my claim?
Yes, you can appoint a friend, family member, or adviser.
