If one in four general needs claimants failed to successfully migrate to Universal Credit, disabled people and people with long-term health conditions are at even higher risk as ESA is phased out
Frontline professionals working to end poverty and hardship are already seeing the strain on people migrating from Employment and Support Allowance (ESA) to Universal Credit (UC). But as the government accelerates these transitions and proposes further welfare reform, the situation is becoming critical for claimants with disabilities and long-term health conditions.
A recent Quids in! Cost of Living survey of over 800 social tenants reveals a harsh reality of daily hardship and overwhelming pressure, especially for those who feel unable to work. As the deadline for final ESA migration notices accelerates to September 2025, urgent and coordinated support is needed. What key challenges must practitioners prepare for as the migration gathers pace and as reforms draw closer?
MIGRATION LETTERS
The migration process begins with a letter. But many ESA recipients may never open it.
According to our survey, just 45% who weren’t working due to ill health or disability said they open their post daily. Debt advisors know the scenario; people who have hidden from their debts for months often turn up with a large bag of unopened mail.
Even DWP itself confirms that 24% of ESA claimants failed to claim UC by their deadline. Many had their benefits stopped altogether. This is not a failure of personal responsibility, as it may seem. It’s a systemic risk driven by a clash of circumstances and administrative complexity.
THE MONEY SKILLS DEFICIT
Universal Credit is paid monthly in arrears, requiring budgeting over longer periods. This poses serious challenges for people with no savings and a history of debt or rent arrears.
In our survey:
- 55% of people not able to work said they had skipped meals due to money worries.
- 30% struggled with debt repayments.
- 21% had fallen into rent arrears.
- Just 8% were able to set aside money for savings.
For disabled people, who often face higher living costs and fewer opportunities to boost their income, the pressure of monthly budgeting is even more acute. Release, the UK’s centre of expertise on drugs and drug laws, say: “We see week to week the difficulties the most vulnerable have in accessing state support that often means the difference between feeding themselves and their families or going hungry, paying their energy costs or going without heating.”
SYSTEMATIC, SYSTEMIC FAILURE
Even when claimants engage with the process, delays and errors can derail progress. DWP data shows that about one in four people migrating from ESA to UC experience payment delays or failed claims. For a group already facing extreme hardship, these failures can be life-threatening.
When payments are delayed or rejected, rent arrears increase. Food insecurity deepens. Mental health deteriorates. For some, these outcomes could trigger eviction, family breakdown, or worse. Claimants are further from the labour market.
REFORM RISKS
Campaigners have long warned that Universal Credit, in its current form, is already failing disabled people and others in vulnerable circumstances. Upcoming reforms risk deepening that crisis.
The government plans to scrap the Work Capability Assessment (WCA), which determines eligibility for the Limited Capability for Work-Related Activity (LCWRA) element of UC. Support will instead be tied to receiving Personal Independence Payment (PIP), which is set to undergo reforms that will introduce stricter assessment criteria and lower award rates than the current Work Capability Assessment.
In response to these WCA reforms, CEO of Sense, Richard Kramer said: “Instead of choosing to give disabled people proper financial support and beginning to transform lives, the government has played into the dangerous narrative that disabled people should be forced to work.”
DIGITAL EXCLUSION
Managing UC requires internet access, but many claimants can’t afford it. Our survey found:
- 7% of those with health conditions had cancelled broadband due to cost
- 14% had poor connection
- 60% didn’t have a computer or tablet at home
DWP correspondence and UC account management all happen online. Without regular internet access, people can’t respond to jobcentre requests, update their status, or track payments. People on the sharp end of the cost-of-living crisis are forced to choose between eating, heating, or staying connected.
MENTAL HEALTH BLOCKS WORK AND BENEFITS
Three in four (61%) working aged respondents, who said they weren’t able to work, reported feeling frightened, anxious, or depressed. Two in five (38%) said they had become physically ill because of money worries.
These challenges are made worse by a system that demands concentration, planning, and frequent interaction. Many claimants experience “cognitive overload”—a state where stress and deprivation make it difficult to complete forms, meet deadlines or navigate online portals. This can result in lost payments or sanctions, which in turn deepen the hardship and mental distress that created the barriers in the first place.
Recognising these challenges, the UK government has pledged to bolster mental health support as part of its ‘Get Britain Working’ strategy. This includes investing £125 million in eight areas across England and Wales to provide integrated health, work, and skills support. Additionally, £115 million is allocated for the “Connect to Work” scheme, aiming to assist up to 100,000 individuals with disabilities and health conditions annually.
It also plans to recruit 8,500 mental health professionals and expand Individual Placement and Support (IPS) to reach 140,000 more people by 2028/29.
SOLUTIONS FROM THE FRONTLINE
The Quids in! Professional Network (Quids in! Pro) is made up of committed individuals across housing, health, employment, and advice services.
This latest phase of UC roll-out will be explored at a forthcoming Quids in! Pro webinar taking place on the 2nd June. Here, speakers will present on the key responses frontline practitioners can make, responding to the 3 Bs – the UC ‘triple threat’: Budgeting, banking and being online. Emphasis will be applied to the needs of vulnerable people, as disabled people and claimants with long-term health conditions are at particular risk during this latest phase of UC roll-out.
As the UC migration ramps up, a coordinated response is vital, and we are well-positioned to take action.
Frontline practitioners might focus on:
1. Raise ‘Post-Opening’ Awareness
Encourage service users to check and open all post, especially from DWP. Use reminders, calls, or SMS messages to prompt action.
2. Support Early Claims
Help claimants make their UC claim as soon as a migration letter arrives. Offer practical support with online form-filling, ID checks, journal entries, and verification.
3. Bridge the Digital Divide
Work with local providers to offer free Wi-Fi, computer access, or mobile data. Campaign for essential connectivity as a civil right, not a luxury, as claimants’ livelihoods depend upon it.
4. Prioritise Mental Health and Trust
Use trauma-informed, person-centred approaches. Avoid framing delays or confusion as ‘non-compliance’. Recognise the emotional burden UC places on claimants.
5. Help Schedule Payment Timings
If someone is moving from ESA, ensure they understand payment timings and options for advance payments or budgeting support. Support claimants with a budget plan but also planning month-to-month cashflow.
As practitioners, we cannot be complacent and assume the ESA-to-UC migration will be a smooth administrative transition. Vulnerable claimants are relying on us to mitigate the risks they are exposed to with practical and timely support and guidance. One in four are at a cliff-edge and there is only us between them and financial disaster.
Image: Bits and Splits / Shutterstock