If your Universal Credit payment is wrong
You should be told if there’s been any changes to the amount of Universal Credit you get - usually by a letter.
Contact the Universal Credit helpline if:
- your payment is less than you expected and you haven’t been told why
- you think there's been a mistake with how your Universal Credit has been worked out
Universal Credit helpline
Telephone: 0345 600 0723
Textphone: 0345 600 0743
Monday to Friday, 8am to 6pm
Calls to this number can cost up to 9p a minute from a landline, or between 8p and 40p a minute from a mobile (your phone supplier can tell you how much you’ll pay) - you can call and ask them to call you back.
If you think there’s been a mistake, you can ask them to look at the decision again. There’s a different process if you’ve been sanctioned.
It’s a good idea to give them some evidence of the mistake if you can, for example:
- your rental agreement if they have your housing costs wrong
- payslips or bank statements if there’s been an error in your earnings (ask your employer for payslips if you don’t have them)
- childcare bills if they have your childcare costs wrong
Common reasons for getting less Universal Credit
Your payment might be less than normal for the following reasons:
- you’re paying back an advance payment, hardship payment or budgeting advance
- you’ve started having money deducted for bills or rent
- you’ve been sanctioned - find out what to do if you’ve been sanctioned
- the Jobcentre previously paid you too much - this is called an ‘overpayment’ and you’ll usually have to pay it back
- you’ve had income from work