Department for Work and Pensions (DWP) - Universal Credit Helpline (Welsh language)
The Department for Work and Pensions (DWP) Universal Credit Helpline provides support in Welsh for those needing assistance with Universal Credit claims. This service is primarily for individuals who cannot use digital services. Callers can get help with applications, report changes in circumstances, and arrange alternative claim methods. The helpline operates Monday to Friday from 08:00 to 18:00. Common reasons for calling include seeking help with new claims or updating existing ones. Wait times can be long, especially during peak hours or after benefit payment dates. It's advisable to call early in the morning for quicker assistance.
Updated 15 Dec 2025
Expected outcomes
- Assist with new claims
- Update claim information
- Report changes in circumstances
- Arrange alternative claim methods
- Provide Welsh language support
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Personal details
- National Insurance number
- Relevant claim information
- Reason for phone claim
- Eligibility documentation
- Contact information
Known issues
Callers often experience long wait times, particularly during peak hours or after benefit payment dates. To avoid delays, try calling early in the morning. The helpline is primarily for those unable to use digital services, so be prepared to explain your circumstances clearly. Staff may ask questions to determine eligibility for phone support. If you face issues with eligibility, ensure you provide all necessary details to justify your need for non-digital assistance. Consider using the online Universal Credit account for faster responses if possible.
