Research and analysis

Move to Universal Credit Late Claimers (formerly Tax Credit customers) Qualitative Research

The aim of this research is help understand the Move to Universal Credit customer journey for those who claimed Universal Credit after their three-month deadline passed (late claimers) and the factors that contributed to their decision to make a claim.

• From: Department for Work and Pensions
• Published: 17 December 2024

Documents

Move to Universal Credit Late Claimers (formerly tax credit customers) Qualitative Research (PDF)

Ref: ISBN 978-1-78659-784-7, Research report 105

PDF, 488 KB, 25 pages

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Move to Universal Credit Late Claimers (formerly tax credit customers) Qualitative Research (Powerpoint)

Ref: ISBN 978-1-78659-784-7, Research report 105

MS PowerPoint Presentation, 267 KB

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Move to Universal Credit Late Claimants: Technical Report (PDF)

Ref: ISBN 978-1-78659-784-7, Research report 105

PDF, 583 KB, 35 pages

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Details

Research background

We commissioned this report to better understand the Move to Universal Credit customer journey for late claimers including their understanding of Universal Credit and some of the reasons why customers delay making a Universal Credit claim. Additionally, we explored the factors that influenced customers to make a Universal Credit claim and the impact of their initial decision not to claim. Finally, we sought to understand late claimers’ experiences of the Move to Universal Credit process including any barriers and challenges they encountered.  

Contribution to the evidence base  

This research contributes to the body of evidence on Universal Credit that can be used to inform policy and programme decisions in the future.  

Research value 

This research will help policy and programme colleagues better understand the customer journey for late claimers moving onto Universal Credit and the reasons behind the delayed Universal Credit claim. This will help inform the development of the Move to Universal Credit activity.

Published 17 December 2024