Helping you understand our guide Lessons from Lived Experiences Before you apply Making an application The 7 elements of Universal Credit Where to get extra financial support Using the online journal Challenging a decision Managing Overpayments & Deductions Crisis support Want to change things? Important contacts
 

Using the online journal

 




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In this section we highlight some of the key do’s and dont’s when managing your Universal Credit claim online. This should help keep your claim running smoothly.

When you get Universal Credit, you’ll get an online account, often called your ‘journal’ where you can::

  • communicate with your work coach and case manager

  • report any change in your circumstances

  • check what you have agreed to do in your claimant commitment

  • keep a record of what you did to prepare and look for work

  • See your Universal Credit payments

“Don't be afraid to ask a work coach for help. My work coach pointed me in the direction of support that I wasn't aware of previously”

UC:Us Team

What is a work coach?

When you begin your claim, you will normally be assigned a work coach. As part of your claim you will be expected to attend regular appointments with your work coach at your local Jobs and Benefits Office (if you are in Northern Ireland) or Jobcentre Plus office (if you are in England, Wales or Scotland).

Your work coach is there to support your job search by making sure that you are meeting the conditions set out in your claimant commitment. Some people will not have a work coach - whether you have one depends on what work-related conditions you are expected to meet.

“If you are unsure of anything about your claim or work commitments, don't be afraid to ask your work coach. UC is a complex system and we are all learning together”

UC:Us Team

What I’d wished I’d known about the online journal

“I wish I’d known the technical difficulties using the journal can present. I was sanctioned for a total of 21 days for missing appointments I thought I had already rearranged. I'd been helping a friend move who lived in an area of bad reception when I had changed appointment dates on my journal - I thought they had been uploaded but they hadn't. I couldn't evidence this or appeal this. My advice is when you are communicating with UC make sure you have good internet connection. If it’s something important like rearranging a meeting, check it’s gone through/ been received. You are best to get in the habit of checking your journal every day and take a screen grab of important messages for your records.”

 

Managing your claim online

UC:Us members top tips. Things to do:

  • Make sure you have your username and password written down and stored away in a safe place so you don't forget it.

  • Complete tasks in the ‘to do list’ as soon as possible.

  • Share any change of circumstances in your life or work through the 'Report a change' link on your UC account home page. Do this as soon as possible to ensure you are not underpaid or overpaid UC. For example, if your address changes, you have a new job, a new baby, or you an illness which stops you from doing the activities in your claimant commitment. Choose from the list of options. If you do not see the change you want to report, contact UC staff using your journal or by telephone.

  • Treat it as part of your routine. It is best to do things daily, little and often so it’s not a massive task. That way you minimise the risk of facing a sanction. You may want to set an alarm on your phone to remind you.

  • Have a template to carry out your job search. For example, have a list of recruitment websites that you check regularly. This can make the process of documenting your job search easier.

  • Record all jobs you apply for and anything related to that search. This includes writing a CV, contacting employers, travelling to an interview etc.

  • Response times and information you receive from your work coach via the journal can vary. So if it’s something urgent or really important, make a phone call instead. For example, a phone call might be suitable if you are unable to make an upcoming appointment.

  • Ask for a review of your claimant commitment if you recently experienced domestic violence, bereavement or something else that stopped you from fulfilling your commitment.

  • Check your journal daily for updates. Do not rely on updates or notifications from UC as this is not reliable and you may miss a message.

  • Screenshot or download important items and key information for your own records. If this is something you are able to do, you can also store your screenshots in a separate folder for ease of future accessOnce your claim is ‘closed’ you will lose access to all documents and information stored in the journal.

  • Update any increases in your rent charge as this may affect your entitlement to Housing Costs.

  • Provide monthly cash-in cash out figures if you are self employed. Use the tool on your account to report. You should be asked to report monthly between 7 days before and 14 days after the end of each assessment period. You should try to report the figures as close to the end of the assessment period as possible as reporting earnings late may delay your UC payment.

  • Continue to check your journal and keep up to date with what your work coach expects from you, even if you move into paid work. If you are in low-income, part-time or non-permanent work, you could still be expected to search for more work as part of your UC claim.

 

UC:Us members top tips. Things to not to do:

  • Don’t leave filling in your journal until the last minute. It will build up as a bigger job, you'll forget what you've done and it will cause you more stress.

  • Don’t ignore any messages in your journal. If you don’t understand what your work coach is asking you to do, say so and ask them to explain it to you in a simpler way..

  • Don’t forget to provide your monthly ‘cash-in and cash-out’ figures, if you are self employed.

 
 

“I have found the journal useful for keeping track of and documenting all communication with my work coach”

UC:Us Team