More than 1,200 disabled people who were previously receiving Employment and Support Allowance (ESA) or housing benefit had their claims terminated after they failed to engage with the process of moving to Universal Credit, according to figures obtained from the Department for Work and Pensions (DWP).
The figures have raised renewed concerns about safeguards for vulnerable claimants during the government’s managed migration from legacy benefits to Universal Credit.
The data, obtained by Disability News Service (DNS) through a Freedom of Information request, shows that many of those whose claims were stopped had previously been identified as needing additional support.
Figures
The DWP figures cover claimants who had previously received only ESA or only housing benefit.
Among ESA-only claimants, 1,640 had their Universal Credit claims terminated for “failing to engage.” A further 760 housing benefit-only claimants had their claims closed for the same reason.
The figures show that 1,250 ESA-only claimants and 390 housing benefit-only claimants had their claims terminated before receiving their first Universal Credit payment because they failed to attend a DWP appointment.
The department also recorded 390 ESA-only and 370 housing benefit-only claimants whose cases were closed because they failed to accept the claimant commitment.
Fewer than 10 claims were closed because claimants failed to verify their identity.
| Reason for termination | ESA-only | Housing benefit-only |
|---|---|---|
| Failing to engage | 1,640 | 760 |
| Failed to attend appointment | 1,250 | 390 |
| Failed to accept claimant commitment | 390 | 370 |
| Failed to verify ID | Fewer than 10 | Not specified |
The figures overlap because the reasons form part of the broader “failing to engage” category.
Support
One of the main concerns is the number of ESA claimants whose cases had already been identified as requiring additional assistance.
Of the 1,640 ESA-only claimants whose claims were terminated for failing to engage, 900 had been eligible for the DWP’s Enhanced Support Journey.
The enhanced support system was intended to provide additional help to claimants considered more likely to be vulnerable. Support could include telephone contact, home visits and other assistance with making the transition to Universal Credit.
The DWP generally triggered this additional support 11 weeks after sending a migration notice.
The data also shows that 320 ESA-only claimants had been referred to a “complex case coach.” Such referrals could involve people with physical or mental health conditions, risks involving suicide or self-harm, addiction issues or risks of homelessness.
Other claimants facing barriers such as domestic abuse or leaving care could also receive assistance from specialist support.
Adjustments
The figures raise questions about whether reasonable adjustments were sufficient for some claimants.
Of the ESA-only claimants whose claims were terminated for failing to engage, 1,080, or around 66%, had applied for reasonable adjustments.
Among the housing benefit-only group, 240 claimants, or about 32%, had also applied for reasonable adjustments.
Reasonable adjustments are intended to help disabled people access services when their disability or health condition creates additional barriers.
The figures do not, by themselves, establish why individual claims were closed or whether particular adjustments were provided. However, campaigners argue that the numbers warrant closer examination of how safeguards operated during the migration process.
Campaigners
The National Association of Welfare Rights Advisers (NAWRA) has previously raised concerns about the impact of managed migration on vulnerable claimants.
In March, the organisation wrote to the Commons Work and Pensions Committee about safeguarding issues linked to the transition to Universal Credit.
NAWRA cited cases in which claimants with serious mental health conditions faced housing insecurity after their benefit claims were terminated.
One case involved a claimant receiving ESA and housing benefit who had schizophrenia. According to the organisation, the person’s claim was terminated after they failed to attend a Jobcentre appointment and verify their identity, creating a risk of eviction.
Another case involved a claimant with a history of severe mental health problems who had a care package but was left without income after failing to complete identification checks during attempts to claim Universal Credit.
A NAWRA spokesperson said the figures were concerning because the DWP had previously indicated that ESA claimants would receive additional contact where needed.
Response
The DWP said it takes safeguarding seriously and that supporting disabled people remains a priority.
The department said additional contact and support is available through the Enhanced Support Journey for vulnerable people who need help making a claim.
It also said staff make efforts to contact claimants or their representatives before considering whether to close a case.
For people who successfully make a Universal Credit claim, the department said additional support is available until the first payment. The DWP also said it considers potential barriers and vulnerabilities before closing cases.
Campaigners, however, have questioned whether the support provided has been sufficient for people experiencing significant health, communication or digital barriers.
WinVisible campaigner Claire Glasman said some disabled women had needed practical help to complete the claims process, including assistance with making telephone applications.
She also highlighted barriers such as limited internet access, not having a smartphone, speech impairments and language difficulties.
Migration
The latest figures come as the wider migration from legacy benefits continues.
Updated DWP data shows that nearly 880,000 ESA claimants have stopped receiving the legacy benefit during the migration process. Of those, 22,870 had not moved to Universal Credit as of May 2026.
It is not yet clear how many of those 22,870 people had their claims terminated specifically because they failed to engage with the Universal Credit process.
The latest data also shows that 262 ESA claimants remained to make new Universal Credit claims by May 2026.
Among a small group of cases that were still being processed in March, more than one-third of those subsequently cleared did not result in a move to Universal Credit.
Concerns
The figures provide a clearer picture of what can happen when claimants do not complete the steps required during managed migration.
For disabled people with serious health conditions, those steps can involve several administrative requirements, including verifying identity, attending appointments and accepting a claimant commitment.
The DWP says safeguards and additional support are available, while campaigners argue that some vulnerable people can still fall through the gaps.
The data does not establish how many people were ultimately left without income or housing as a result of their claims being closed. It does, however, underline the importance of effective communication, reasonable adjustments and timely support as the migration to Universal Credit continues.
For claimants facing difficulties with the process, seeking independent benefits advice and communicating any health or accessibility barriers to the DWP can be important. The transition is continuing, and the experience of affected claimants is likely to remain central to the debate over whether existing safeguards are working as intended.
FAQs
How many ESA claims were terminated?
DWP terminated 1,640 ESA-only claims for failing to engage.
How many housing benefit claims were stopped?
DWP terminated 760 housing benefit-only claims for failing to engage.
Why were claims terminated?
Reasons included missed appointments and incomplete claim steps.
What is enhanced support?
It provides additional contact and help to vulnerable claimants.
How many ESA claimants failed to migrate?
DWP data shows 22,870 had not moved to Universal Credit by May 2026.
