Universal Credit Helpline: Phone Number, Opening Hours and Contact Options
Need to contact Universal Credit? The main UC helpline is 0800 328 5644.
It is open Monday to Friday, 8am to 6pm. Calls are free. You can also contact Universal Credit through your online account.
If you live in Northern Ireland, use the separate Universal Credit Service Centre on 0800 012 1331.
For the latest contact details, check the official Universal Credit contact page on GOV.UK.
Reviewed by Sarah Ahmed, benefits guidance writer. Last checked: October 2026
What Is the Universal Credit Helpline Number?
The main Universal Credit phone number for England, Scotland and Wales is: 0800 328 5644
| Contact | Details |
| Universal Credit helpline | 0800 328 5644 |
| Opening hours | Monday to Friday, 8am to 6pm |
| Relay UK | 18001 then 0800 328 5644 |
| Welsh language | 0800 328 1744 |
British Sign Language video relay support is also available.
Is the Universal Credit Helpline Free to Call?
Yes. Calls to the Universal Credit helpline are free. Your phone provider may still charge for other services you use.
When Should You Contact Universal Credit?
You do not always need to call. Your online account can handle many common tasks. You can:
- Check your next payment
- See your payment amount
- Send a Journal message
- Check your to-do list
- Report a change
- View your claimant commitment
- Keep track of your claim
If you already have an account, our Universal Credit Login guide can help if you are having trouble signing in.
If you cannot access your account or need help with a login issue, you can contact the Universal Credit helpline.
Can You Contact Universal Credit Through Your Online Account?
Yes. Your online account is the main online way to manage your claim. Your Journal is part of the account. You can use it to contact your work coach or case manager. The Journal can also be used to ask general questions. Replies may take a few days.
If you need help using the Journal, see our Universal Credit Journal guide.
Do not put bank details or your National Insurance number in a Journal message.
Universal Credit Contact for Different Situations
The best contact route depends on what you need.
Existing Universal Credit Claim
If you already receive Universal Credit, check your online account first. You can use your Journal for general questions.
You can also report changes and check payment details there. If you cannot resolve the issue online, call 0800 328 5644.
If you are going abroad while claiming Universal Credit, see our Universal Credit Going Abroad guide for the rules on holidays and temporary travel.
Making a New Universal Credit Claim
Most people apply online. You need to create an account and complete your claim within 28 days.
If you cannot claim online, you can contact the Universal Credit helpline for help with a new claim. Calls to the helpline are free. Citizens Advice also provides Help to Claim support for people making a new claim.
Reporting a Change of Circumstances
- Report changes through your Universal Credit account where possible.
- Changes can include work, earnings, housing and other circumstances that affect your claim.
- If you cannot access your account, contact Universal Credit for help.
Universal Credit Payment Problems
- Check your account if your payment looks wrong or has not arrived.
- Your account shows payment details and Journal messages. If you cannot resolve the issue, see our Universal Credit Payment Late guide or call the helpline.
- If a payment problem leaves you unable to afford essential costs, see our Universal Credit hardship payment guide.
Universal Credit Advance Payments
- You may be able to apply for an advance before your first payment.
- You can ask through your account, speak to your work coach or call the Universal Credit helpline.
- An advance is repaid from future Universal Credit payments.
Universal Credit Overpayments
- If you think you have been overpaid, report the issue through your account or call Universal Credit.
- Do not ignore an overpayment message. Check the details before making repayment arrangements.
Complaints About Universal Credit
- A complaint is different from challenging a benefit decision.
- For a service complaint, you can use the official complaints process or raise the issue through your Journal.
- If you disagree with a benefit decision, you may need to ask for a mandatory reconsideration instead.
Universal Credit Helpline Opening Hours
The main helpline is open:
Monday to Friday, 8am to 6pm.
These are the current published hours for England, Scotland and Wales. There is no fixed public answer time for callers. Waiting times can change during the day.
How Long Does the Universal Credit Helpline Take to Answer?
There is no guaranteed answer time. If your question can be handled through your Journal, that may avoid a phone call. Journal replies are not instant and can take a few days.
For a broader guide to Universal Credit opening times, including weekends and bank holidays, see our Universal Credit Opening Times guide.
Can I Contact Universal Credit by Email?
There is no general public email address listed for ordinary Universal Credit enquiries. If you already have a claim, use your online account and Journal for written contact.
You can also call the helpline if you need telephone support. Be careful with email addresses found on unofficial websites. Never send bank details because an unknown person asks for them.
Universal Credit Contact Options for Deaf or Hard of Hearing Users
Universal Credit provides several ways to get help if you cannot hear or speak on the phone.
Relay UK
- Use Relay UK by dialling:
- 18001 then 0800 328 5644
- This is the current Relay UK route listed by GOV.UK.
British Sign Language Video Relay
- British Sign Language video relay support is also available.
- GOV.UK provides guidance for using the service on a computer, mobile or tablet.
Is There a Welsh Speaking Universal Credit Helpline?
- Yes. The Welsh language number is:
- 0800 328 1744
- The published hours are Monday to Friday, 8am to 6pm.
Is the Universal Credit Helpline the Same in Scotland?
- Yes. Scotland uses the same main Universal Credit helpline as England and Wales.
- Call 0800 328 5644, Monday to Friday, 8am to 6pm.
Universal Credit Contact in Northern Ireland
Northern Ireland uses a separate Universal Credit system and contact route.
Northern Ireland Universal Credit Service Centre
- The Universal Credit Service Centre number is:
- 0800 012 1331
- You can also get support through local Jobs and Benefits offices.
- Northern Ireland has separate arrangements from the Universal Credit service used in England, Scotland and Wales.
Jobs and Benefits Offices
- Jobs and Benefits offices can help people who need support with Universal Credit.
- Digital support is also available for people who have difficulty using online services.
- If you cannot use the phone or internet, ask the Service Centre about available support.
How Will Universal Credit Contact You?
Universal Credit may contact you through your Journal or by phone. After you apply, calls from Universal Credit may show as:
- 0800 0232 635
- 0800 640 4999
- An unknown number
- A withheld number
These numbers are listed by GOV.UK as possible Universal Credit calls. If you are unsure about a call, ask Universal Credit to leave a message in your Journal. You can then check the message through your account.
How Do You Know if a Universal Credit Call Is Genuine?
- Do not give personal or bank details just because someone says they work for Universal Credit.
- GOV.UK says Universal Credit will never text or email asking for your personal information or bank details.
- If you are unsure about a phone call, check your account or ask for a Journal message confirming the contact.
Can You Trust a Universal Credit Number Found Online?
Be careful with phone numbers posted on unofficial websites. Numbers can change, and some websites publish old contact details. The safest option is to check the current GOV.UK contact page before calling. Avoid premium rate or unfamiliar numbers unless an official government source confirms them.
What Should You Have Ready Before Calling Universal Credit?
Have the relevant details nearby before you call. Depending on your issue, you may need:
- Your National Insurance number
- Details of your claim
- The date of a payment
- The amount of a payment
- Details from a recent Journal message
- Information about a change you need to report
- Relevant decision or reference details
Only give information through a genuine Universal Credit contact route.
What If You Cannot Get Through to Universal Credit?
- Start with your online account if you can access it.
- Your Journal can handle many general questions. You can also check payments, tasks and claim information there.
- If your issue needs telephone support, try the helpline during its published opening hours.
- If you have a service problem, you can use the complaints process rather than repeatedly calling about the same issue.
How Do I Complain About Universal Credit?
For Universal Credit in England, Scotland and Wales, you can raise a complaint through the official DWP complaints process. You can also raise a concern through your Journal. A complaint does not replace a mandatory reconsideration instead.
Free Help With a New Universal Credit Claim
- If you are making a new claim, Citizens Advice provides free Help to Claim support.
- Trained advisers can help with the application process and preparation for your first Jobcentre appointment.
- The service is separate from the Universal Credit helpline.
- It can be useful if you need help understanding the claim before you submit it.
Universal Credit Helpline FAQs
Find quick answers about the Universal Credit helpline, phone numbers, opening hours, and contact options.
What Is the Universal Credit Helpline Number?
The main number for England, Scotland and Wales is 0800 328 5644. It is open Monday to Friday, 8am to 6pm.
What Are the Universal Credit Helpline Opening Hours?
The main helpline is open Monday to Friday, 8am to 6pm.
Is the Universal Credit Helpline Free to Call?
Yes. Calls to the Universal Credit helpline are free.
Can I Contact Universal Credit Through My Journal?
Yes. Your Journal is part of your online account. You can use it to contact your work coach or case manager.
Can I Claim Universal Credit by Phone?
Yes. If you cannot claim online, the Universal Credit helpline can provide help with claiming.
How Do I Report a Change of Circumstances?
Report the change through your Universal Credit account where possible. If you cannot access your account, contact Universal Credit.
What Number Does Northern Ireland Use?
Northern Ireland uses 0800 012 1331 for its Universal Credit Service Centre.
How Do I Contact Universal Credit if I Cannot Hear or Speak on the Phone?
Use Relay UK by dialling 18001 then 0800 328 5644. British Sign Language video relay is also available.
Is There a Universal Credit Email Address?
There is no general public email address listed for Universal Credit enquiries. Use your online account and Journal instead.
How Can I Check Whether a Universal Credit Call Is Genuine?
Check your Journal and online account. You can also ask Universal Credit to leave a Journal message confirming the call.
How Long Does the Universal Credit Helpline Take to Answer?
There is no fixed public answer time. Waiting times can vary.
Can Citizens Advice Help With a Universal Credit Claim?
Yes. Citizens Advice provides free Help to Claim support for people making a new claim.
Can I Call Universal Credit About an Overpayment?
Yes. You can report a Universal Credit overpayment through your account or call 0800 328 5644.