Department for Work and Pensions (DWP) - Universal Credit Helpline (Textphone)
The Department for Work and Pensions (DWP) Universal Credit Helpline Textphone service is designed for individuals who are deaf, hard of hearing, or have speech impairments. This service allows users to make general enquiries about Universal Credit claims, report changes in circumstances, request alternative communication formats, and arrange home visits. The helpline is available Monday to Friday, from 08:00 to 18:00. Callers should have their National Insurance number ready. While calls are free from mobiles and landlines, users may experience long wait times, especially during peak hours. It is advisable to call early in the day to potentially reduce waiting periods.
Updated 15 Dec 2025
Expected outcomes
- Answer Universal Credit questions
- Report changes in circumstances
- Request alternative formats
- Arrange a home visit
- Verify account details
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- National Insurance number
- Personal identification details
- Details of change
- Preferred alternative format
- Reason for home visit
Known issues
Callers frequently experience long wait times, particularly during peak hours. It is recommended to call early in the day to potentially reduce waiting periods. There are also occasional reports of calls being disconnected before reaching an agent, with no official fix available. If disconnection occurs, try calling again. The service is specifically for those who cannot use standard phone lines, ensuring accessibility for users with hearing or speech impairments.
