The National Housing Federation (NHF) recently conducted a large survey of housing association tenants detailing their experiences claiming Universal Credit during the coronavirus pandemic. The survey found positive experiences of the system and service, but overall, the picture was very mixed, with some people clearly struggling.

The report highlights the findings of the survey and covers the claimant journey, the impact of claiming on people’s lives, employment, experience of the Universal Credit service, and what more housing associations can do to support tenants. They also made a series of recommendations for the government, the Department for Work and Pensions (DWP), and housing associations.

The survey ran in spring 2021 and gathered responses from 3,520 tenants claiming Universal Credit across eight housing associations.

Key findings

Recommendations for the government and the DWP

Considerations for housing associations