Manage an existing benefit, payment or claim

Overview

The way you manage a benefit depends on the benefit you receive. Keep your account details and award notices available when you contact the responsible office.

Report changes promptly. A delay can affect your payments or leave you owing money that must be repaid.

Manage your claim online

Online accounts may be available for Universal Credit, childcare support, and Help to Save. You may also be able to send evidence, such as a fit note, through an online service.

Use the account named on your latest letter or decision notice. Do not send passwords or security codes by email.

Payments

Payment dates and frequency vary by benefit. Your award notice or online account should show when and how you will be paid.

• You may be able to request an advance before a first payment.
• Alternative arrangements may be available if you cannot use a bank account.
• Deductions can be made from benefits to repay debts or bills.
• Some people may qualify for seasonal or disability-related payments.

Report a change

Tell the relevant benefit office when your income, address, household, caring responsibilities, or other circumstances change. You should also report extended travel, a hospital stay, or a move into residential care when these may affect your claim.

Check your benefit letter or online account for the correct way to report the change.

Challenge a decision

If you think a decision is wrong, first read the decision notice. It explains whether you can ask for a mandatory reconsideration and the deadline for doing so.

After a reconsideration, you may be able to appeal to an independent tribunal. Keep copies of your decision notices and supporting evidence.

Overpayments and fraud

Contact the office named on an overpayment notice if you do not understand the amount, need to arrange repayment, or believe the decision is incorrect.

Suspected benefit fraud can be reported separately. Only provide information you know to be accurate.