Common tasks to manage your UC claim

Using your Universal Credit journal effectively  

When writing a message in your journal: 

• Be clear and specific  
• Include dates where possible  
• Keep messages factual and polite  
• Avoid sending multiple short messages about the same issue.  

You will be asked to choose a category when sending a message, such as ‘payments’ or ‘work search’. Choose the option that best matches your question.

If you report something important, keep a copy of the message for your records.

If you discuss something by phone, consider confirming it in your journal afterwards so you have a written record.

Checking payments

Universal Credit is calculated monthly.

Your payment is based on your circumstances during your monthly assessment period . You can usually see your statement about a week before you’re paid.

Your statement shows:  

• You’re standard allowance  
• Any extra elements (such as housing or children)  
• Deductions  
• The final amount you will receive

Check your statement carefully each month. If something looks wrong, leave a message in your UC journal and ask for an explanation.

Downloading statements

You can download your monthly statements from your UC account, by clicking on the 'Payments' tab and clicking on the dated statement at the bottom. You can save your statement by clicking on the 'print this statement' at the top right corner, and then saving it as a PDF.

This can be useful when you need proof of income for:  

• An appeal 
• Debt advice  
• A landlord  

If you are using a phone, you maybe be able to download the PDF or take a screenshot. On a computer or laptop, you can download and print the full statement.

If you need to print your statements, you might be able to get support from your local library. 

Reporting changes

If your circumstances change, you must report this through your online account as soon as possible.

Examples include: 

• Starting or leaving a job  
• Changes to your housing costs  
• A partner moving in or out  
• Having a baby  
• Changes to your health  
• Receiving a large sum of money  

If you’re unsure whether something counts as a change, report it or ask in your journal. It’s better to check than risk getting an overpayment.

Read our section on Reporting Changes of Circumstance. 

Checking for appointments

You may have appointments with your work coach, depending on your claimant commitment.

If you cannot attend an appointment, tell your work coach in advance using your UC journal. If you miss appointments without good reason, you could be sanctioned.

Protecting yourself from scams

The DWP will not ask for your password.

Do not share your login details with anyone. If you receive a suspicious message asking for bank details or password, do not respond.

Closing your claim

If you want to close your Universal Credit claim, you can request this through your journal.

Before doing this, carefully consider:

• Whether you may need to reclaim
• Whether you closing your claim affects other benefits and entitlements, including transitional protection
• Whether you are receiving help with rent  

If your claim is closed and you later need Universal Credit, you will usually have to make a new claim.

If you’re unsure, get advice before closing your claim.

Changing your password

If you forget the password for your account, you can use the online system to reset it.

If you aren’t able to do this or you no longer have access to the email address you used to set up your claim, you will need to go to the Jobcentre to ask for help. You might have to verify your identity again.

Reporting changes in your income

If you are self-employed, you will need to report your income every month.

If you are an employee and are paid through Pay As You Earn (PAYE),the Department for Work and Pensions will automatically be able to access information about your pay and you won’t need to report your pay.

You can find more information in our Universal Credit income and capital guide.

You can also use the Turn2us Benefits Calculator to find out if your income will affect your Universal Credit payments. 

Challening a decision

If you don’t agree with a decision, you can challenge it. 

Have a look at our page on challenging Universal Credit decisions.