Former Universal Credit staff reveal call targets and ‘deflection scripts’

Politics and Insights

Image result for universal credit logoJoanne Huggins worked on the universal credit helpline in the Grimsby service centre for nearly two years before quitting in April. She had worked in social housing and understood the social security system but was still surprised by what she found. I did not expect it to be so fundamentally flawed,” she told Patrick Butler, in a Guardian interview back in July.

She had hoped she would be able to help resolve the problems reported by claimants, some of whom would call in upset after payments were late, or were unexpectedly reduced, but soon found the system resistant to offering quick or easy assistance.

“It felt like these were not people that you serve, not customers, not important, but people who get in the way of what you are are trying to do, which was to hit call targets,” she said.

She said it was “heartbreaking” having to block…

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