Video help and accessible ways to contact Universal Credit
Phoning a helpline is not easy for everyone. If you are deaf, hard of hearing, have a speech impairment, find reading difficult or prefer Welsh, there are official ways to get the same help. This page brings them together.
British Sign Language (BSL) video relay
DWP runs a free video relay service so BSL users can talk to Universal Credit and other DWP lines through an interpreter on a video call. You can use it on a computer, or on a mobile or tablet. Start it from the DWP video relay service link, which GOV.UK lists on its Universal Credit contact page.
Relay UK (text relay)
If you cannot hear or speak on the phone, dial 18001 before the number to connect through Relay UK. For example:
| Line | Relay UK |
|---|---|
| Universal Credit | 18001 then 0800 328 5644 |
| PIP new claims | 18001 then 0800 917 2222 |
| PIP enquiry line | 18001 then 0800 121 4433 |
| DLA helpline | 18001 then 0800 121 4600 |
| Social Fund (Budgeting Loans) | 18001 then 0800 169 0140 |
Find out how Relay UK works, including the app, on the Relay UK website.
Welsh language lines
| Line | Number | Opening hours |
|---|---|---|
| Universal Credit (Welsh) | 0800 328 1744 | Mon–Fri, 8am–6pm |
| Social Fund (Welsh) | 0800 169 0240 | Mon–Fri, 10am–3pm |
| New Style JSA/ESA claims (Welsh) | 0800 012 1888 | Mon–Fri, 8am–5pm |
You can also ask for a Welsh speaker when you call the PIP new claims line.
Easy read and other formats
GOV.UK publishes an easy read guide to Universal Credit, and several benefit guides (including PIP, Budgeting Loans and DLA for children) are available in Welsh, easy read or BSL. If you need letters in another format, such as large print or braille, ask DWP through your journal or the helpline.
Video guides
GOV.UK links to an official video showing how to use the Universal Credit service on a mobile or tablet. It is a good way to see the screens before you start a claim. Our written walk-throughs: claiming Universal Credit and using your journal and account.
Someone to help you
- A friend or relative can join your call, or call on your behalf if you are with them.
- Citizens Advice Help to Claim can support you with a new claim: England 0800 144 8 444, Scotland 0800 023 2581, Wales 08000 241 220, Monday to Friday, 8am to 6pm, plus web chat.
- You may be able to get a home visit for a PIP claim — ask when you call.
Can't manage your claim online?
Call the Universal Credit helpline on 0800 328 5644 straight away if you cannot manage online and need to claim by phone, or cannot respond to messages in your account. Telling DWP early helps you avoid missed payments or sanctions.
Last checked against official sources: 24 October 2026. Numbers, amounts and opening hours can change — if in doubt, check GOV.UK.