Our second key finding from our research into the Universal Credit system  is that the social security system was described by many single-parent families as confusing and complex. We were told that this complexity means single parents are worried about doing things ‘incorrectly’ by accident and receiving a sanction as a result. 

Single parents Lyn and Carly explain how the Universal Credit system has been  hostile and confusing.

To make the social security system less hostile and confusing:

• The DWP must publish clear guidance and information so that work coaches, single parents and those providing advice and support services all understand the detail of the UC regime and are very clear about the expectations the system places on claimants. 
• The government should set a more positive tone in its leadership of the system to help create a less hostile environment and ensure this translates to training of and expectations of staff. 
• The DWP must use its review of Universal Credit to reverse the 2023 conditionality rules on lead carers and review conditionality and sanctions rules more widely, including looking at the benefits of abolishing sanctions entirely.
• The DWP must look at the specific challenges single parents face in accessing UC and how these may be compounded by other factors such as disability, ethnicity or migration status.