Universal Credit – Full Service

From 4 October 2017 Universal Credit Full Service was introduced in areas that are covered by Neath Port Talbot jobcentres from 13 December 2017 in areas covered by Swansea, Gorseinon and Morriston jobcentres, from the 10 October 2018 it will be introduced in Powys jobcentres and from 12 December 2018 in areas covered by Llanelli, Ammanford and Carmarthen jobcentres. This affects couples and families as well as single people, of working age, making a new claim for any of the following six benefits or where they are receiving any of these benefits and there is a significant change in circumstances:

  • Jobseekers Allowance (income based)
  • Employment and Support Allowance (income based)
  • Income Support
  • Working Tax Credit
  • Child Tax Credit
  • Housing Benefit

For more information on Universal Credit please see here.


When you claim Universal Credit, you will be expected to create an online Universal Credit account. This account can be used to report changes, exchange messages with your work coach and to find support.

For an explanation of how to create and manage a Universal Credit online account please watch this video

Therefore, before you can complete your Universal Credit claim online, you will need all of the following information:

√ Your bank, building society or credit union account details

√ An email address

√ Your National Insurance Number

√ Information about your housing, for example, how much rent you pay

√ Details of your income, for example payslips and benefit award letters

√ Details of savings and any investments

√ Details of how much you pay for childcare if you are applying for help with childcare costs

You also have to verify your identity online. You will need some proof of identity, for example

√ Driving licence

√ Passport

√ Debit or credit card

You will be advised of how and when to make a Universal Credit application by your Jobcentre when applying for benefits. If you currently receive Universal Credit you will receive a letter from the Jobcentre stating you must open an online account by a given date. Please act upon this immediately.


Where Can I Get Help

If you need help in making a claim for Universal Credit you can contact Citizens Advice under their “Help to Claim” service.

Help is available from the early stages of a Universal claim, from the application through to the first full payment.

You can telephone, free, on 08000 241 220. Advisors are available from 8am to 6pm Monday to Friday.

You can also get support online or find your nearest face to face service at: https://www.citizensadvice.org.uk/helptoclaim/

Please note that your Universal Credit claim will start from the date you submit the claim. Therefore, if you make an appointment and you cannot be seen for a few days you may wish to seek alternative, local sources of help who can see you that day.

Please see below for help in your area.


Where Can I Get Help in Neath Port Talbot?

Local libraries provide free drop in IT help sessions. They can help with:

  • Universal Credit applications, Job Seeking, CVs, or anything IT related.
  • One to one assistance to get online.
  • Bring your own device or use a laptop provided.

Find our more information on the attached document: Free Drop In IT Help Sessions at your local library.

The Melin Community Centre (MCC) also provides digital drop in sessions every week across the county and they are able to provide UC online account assistance. Find out more about their weekly sessions here


Where Can I Get Help in Swansea?

If you wish to access support to make a Full Service Universal Credit claim please contact:

Swansea Jobcentre, 37-38 High Street, Swansea SA1 1LS. Open 9am-5pm Mon, Tues, Thurs and Fri and 10am-5pm on Wednesday. Telephone 0800 169 0190. Please call in for support.

Gorseinon Jobcentre, Lime Street, Gorseinon SA4 4EH. Open 9am -5pm Monday to Thursday and 10am-5pm on Friday. Please ring the Assisted Services Coaches on 01792 494906/494907 to arrange an appointment

Morriston Jobcentre, Clase Road, Morriston SA6 8BT. Open 9am-5pm Mon, Tues, Thurs and Fri and 10am-5pm on Wednesday. Please ring the Assisted Services Coaches on 01792 495857/495881 to arrange an appointment


Where Can I Get Help in Powys?

Brecon Jobcentre Plus, Canal Bank, Brecon, Powys LD3 7HL. Open 8am-5pm Monday to Friday. Telephone 0800 169 0190. For more information: https://www.jobcentrenearme.com/item/brecon-jobcentre-plus/

Llandrindod Wells Jobcentre Plus, The Automobile Palace, Princes Avenue, Llandrindod Wells, Powys LD1 5HU. Open 8am-6pm Monday to Friday. Telephone 0800 169 0190. For more information: https://www.jobcentrenearme.com/item/llandrindod-wells-jobcentre-plus/

Newtown Jobcentre Plus, Afon House, The Park, Newtown, Powys SY16 2PZ. Open 8am-5pm Monday to Friday. Telephone 0800 169 0190. For more information: https://www.jobcentrenearme.com/item/newtown-jobcentre-plus/

Welshpool Jobcentre Plus, New Dolanog House, Severn Road, Welshpool, Powys SY21 7AP. Open 8am-5pm Monday to Friday. Telephone 0800 169 0190. For more information: https://www.jobcentrenearme.com/item/welshpool-jobcentre-plus/

Ystradgynlais Jobcentre Plus, Wind Road, Ystradgylais, Powys SA9 1AB. Open 9am-5pm Monday to Friday. Telephone 0800 169 0190. For more information: https://www.jobcentrenearme.com/item/ystradgynlais-jobcentre-plus/


Where Can I Get Help in Carmarthenshire?

Llanelli Jobcentre Plus, 58 Stepney Street, Llanelli SA15 3TN. Telephone 0800 169 0190. Opening hours Monday to Friday 8am to 6pm. Saturday and Sunday closed.

Carmarthen Jobcentre Plus, John Street, Carmarthen SA31 1QT. Telephone 0800 169 0190. Opening hours Monday to Friday 8am to 6pm. Saturday and Sunday closed.

Ammanford Jobcentre Plus, Park Street, Ammanford SA18 2NT. Telephone 0800 169 0190. Opening hours Monday to Friday 8am to 6pm. Saturday and Sunday closed.


Universal Credit numbers for all 3 Carmarthenshire jobcentres:

Universal Credit Full Service Area (numbers available Monday to Friday 8am to 6pm):

Telephone 0800 328 5644

Textphone 0800 328 1344

Universal Credit appointments (numbers available Monday to Friday 8am to 6pm):

Telephone 0800 328 9344

Textphone 0800 328 1344

Welsh Language 0800 012 1888


Digital Support in Carmarthensire

Where you can access digital support in Carmarthenshire……

Access to Wi-Fi, computers and digital assistance is available in the following….

Llanelli Library – 01554 744327

Carmarthen Library – 01267 244824

Ammanford Library – 01269 598360

Monday & Thursday: 9am – 7pm, Tuesday, Wednesday & Friday: 9am – 6pm, Saturday :9am – 5pm

(If you’re not a member please remember to take proof of identity and address to join for free)

Hwb Llanelli – 01267 234567

Monday – Thursday : 9am – 5pm, Friday :9am – 4pm


Money advice & employment support:

Gwalia offers a money support service and an employment support service (providing training, work placements, volunteer opportunities and start up loans). If you want more information please telephone 0800 012 1080 and ask to speak with your Income Management Officer.

Some Important Points to Remember

  • When applying for Universal Credit you will be asked how much rent you pay.
    If you are a Tai Gwalia tenant YOU DO PAY RENT. Please include the weekly rent as requested EVEN IF YOUR RENT WAS PREVIOUSLY PAID BY HOUSING BENEFIT.
    If you state you do not pay rent you will not receive any help from Universal Credit towards your rent, you will accumulate rent arrears, and your tenancy will be at risk.
  • When applying for Universal Credit you will be asked to confirm your landlord details.
    They are:
    Tai Gwalia Cyf, Pobl House, Phoenix Way, Enterprise Park, Swansea, SA7 9EQ. Telephone 0800 012 1080
    E-mail: cscqueries@gwalia.com
  • You will have to make a separate claim for Council Tax Rebate. Please contact your local authority.
  • You may have to wait six weeks for your first Universal Credit payment. If you need a quicker payment ask your Jobcentre for an Advance Payment. You can also ask for Universal Credit to be paid fortnightly or split between members of a couple.
  • When you have set up your on-line Universal Credit account you will receive notifications called To-Dos. These are actions you are required to take to ensure you receive your Universal Credit payments. ALWAYS RESPOND TO THESE IMMEDIATELY.

Go online for more information

Apply online for Universal Credit: http://www.gov.uk/apply-universal-credit
Government Universal Credit pages: http://www.gov.uk/universal-credit
An Introduction to Universal Credit video: http://youtu.be/E7GUu7Xa7Nw
Your Benefits Are Changing information: http://www.yourbenefitsarechanging.co.uk
Budget Planner available here: http://www.moneyadviceservice.org.uk/en/tools/budget-planner
Check benefit entitlement: http://www.turn2us.org.uk
Money Advice: http://www.moneysavingexpert.com

Need an e-mail address? Go to http://mail.google.com or http://www.outlook.com. Both come with a range of helpful features

Choosing a bank account for your benefit payments:

You can also telephone the Income Management Team on 0800 012 1080 or the Government Universal Credit helpline, free, on 0800 328 9344 (text phone 0800 328 1344)

talk to us

For more information on this subject or on any other matter relating to Gwalia Housing, please contact us via telephone on 0800 012 1080. Alternatively you can use our online form or send us an email. You can also connect with us via facebook or twitter.

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