No-one left behind: Supporting people with complex needs on universal credit

Article

For the UK social security system to provide an effective social safety net, it must work for everyone.

Navigating the benefits system and the bureaucracy within it can be demanding for those who rely on it. It is not simply a case of ‘signing on’ and receiving a payment; there are significant strings attached.

The conditions claimants must meet are supposed to be tailored to the circumstances of the individual. In making decisions, work coaches and other decision-makers are required to exercise discretion: working within the guidance, but ultimately applying their own judgement about what is an appropriate course of action given the circumstances of the person in front of them.

This paper examines the role of discretion as exercised by work coaches at Jobcentre Pluses in the experience of people claiming universal credit who are out of work. It forms part of IPPR’s research programme exploring the future of the UK welfare state.

Related items

  1. A young woman with a long ponytail sits looking out of a bus window

    State of the North 2025 - The kids aren't alright: How to deliver for young people in the North

    This year’s State of the North report highlights how regional inequality exacerbates the growing challenges facing many young northerners. 
  2. An illustration of an ideal public transport system: a smiling family cross a road near a green bus with houses and trees in the background

    The transport challenge for low-income households

    Many people living on low incomes in the UK are limited in their ability to access the building blocks of a good life because of poor transport provision.

  3. Towards universal opportunity for young people

    Outlining a vision for young people which could increase social mobility while also reducing inequality and disadvantage, so that every young person has the opportunity to build a decent life.