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Waiting for Credit: The delivery of Universal Credit as experienced by Citizens Advice clients in England and Wales

Citizens Advice Bolton recently joined 15 other Citizens Advice offices to research the impact of the delivery of Universal Credit on Citizens Advice clients. Between us, we covered each stage of the rollout of Universal Credit including the digital service and, up to June 2015 when the research was completed, had seen one third of all Citizens Advice clients in England and Wales who had been given advice about Universal Credit.

The report sets out the results of the research carried out by the 15 local offices. This was into how the delivery of Universal Credit was affecting their clients. About one in ten of all Citizens Advice clients in England and Wales who had been given advice about Universal Credit between June 2014 and June 2015 were interviewed for the research.

The research highlighted the difficulty clients had waiting at least six weeks for their first payment of Universal Credit and some of the administrative and structural problems that often further delay payment. It found that 4 in 5 Citizens Advice clients who have claimed Universal Credit have difficulty managing to pay their rent, and afford to pay for food and gas and electricity whilst waiting for their first payment.

The report can be found below.

The report has also been featured in the media at the following links:

The Guardian:


The Bolton News:


The Lancashire Evening Telegraph (This is Lancashire):


Yasmin Qureshi MP’s Twitter Account


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