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Citizens Advice responds to Universal Credit helpline being made freephone

18 October 2017

Citizens Advice has today responded to news that the Universal Credit helpline will become a freephone number from the end of this month.

Gillian Guy, Chief Executive of Citizens Advice, said:

“It’s good to see the Government recognising problems with Universal Credit and taking action. A freephone number so people don’t face call costs as part of their Universal Credit claim is a very welcome improvement.  

“But urgent action is still needed to ensure that nobody has to wait more than six weeks for their Universal Credit payment, which risks causing hardship, and that practical support is available to anyone struggling to make or manage claim.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.