What is the Universal Credit journal?

For people on Universal Credit who manage their claim online.

Applies to: England, Scotland, Wales, Northern Ireland Last checked against official sources: 6 October 2026

Your journal is part of your Universal Credit online account, where you message your work coach or case manager.

You can use it to ask questions, report what you are doing to find work and see a record of your claim.
It is not instant messaging, so a reply can take a few days.
You usually get a text or email when your journal or to-do list is updated.
DWP will never ask for your bank details in your journal, by phone, text or email.
You can ask for a mandatory reconsideration through your journal.

Key facts

Messages to your work coach
Replies can take a few days
Check your to-do list too
Never share bank details there

What the journal is

Your journal is part of your Universal Credit online account. It is how you keep in touch with your work coach or case manager in writing. Everything you send and receive stays in the journal, so it also works as a record of your claim.

Who uses it

Everyone who claims Universal Credit online gets an online account with a journal. If you claim as a couple, you each have your own account.

What you can use it for

asking a question about your claim or payment
telling your work coach what you are doing to find work, such as job applications, interviews and training
reporting a change if you cannot do it another way
asking for help or support
asking for a mandatory reconsideration if you disagree with a Universal Credit decision

The rest of your online account

The journal sits alongside other parts of your account. In your account you can also:

Part of the account	What it does
To-do list	Shows tasks you must do, such as booking or going to an appointment
Statement	Shows how your payment was worked out
Payments	Shows when your next payment is due
Claimant commitment	Shows what you have agreed to do
Report a change	Tells DWP about changes like a new job, a move or a new partner
Advance	Lets you apply for an advance on your first payment

Complete everything on your to-do list as soon as you can. If you do not, your payment could be delayed or stopped.

How to get access and use it

Create an online account when you claim Universal Credit. You must finish your claim within 28 days of creating it.
Sign in at GOV.UK with the username and password you set up.
Open your journal and choose to add a note or message.
Write clearly what you need. Put dates and amounts where they matter.
Wait for a reply. You will usually get a text or email when there is a new message.

Things to know

It is not instant messaging. A reply might take a few days. For anything urgent, call the helpline.
Keep a record. The journal shows everything you have done for Universal Credit, which can help if there is a dispute later.
Stay safe from scams. DWP will never text or email asking for your personal information or bank details. Do not share your login or claim details on social media.

If you cannot use the journal

Call the Universal Credit helpline:

Telephone: 0800 328 5644
Welsh language: 0800 328 1744
Relay UK: 18001 then 0800 328 5644

Lines are open Monday to Friday, 8am to 6pm. A video relay service is available if you use British Sign Language.

If you live in Northern Ireland

Universal Credit in Northern Ireland has its own online account and journal, which works in the same way. nidirect warns you not to put details that could put you at risk of fraud, such as bank details or National Insurance numbers, in your journal.

Related guides

Where this comes from

Manage your Universal Credit claim after you apply (GOV.UK)
Sign in to your Universal Credit account (GOV.UK)
Universal Credit: how to claim (GOV.UK)
Contact Universal Credit (GOV.UK)
How to ask for mandatory reconsideration (GOV.UK)
Managing your Universal Credit account (nidirect)

Get it done

This takes you to the official service, which is free to use.

Common questions

How long does a journal reply take?

It might take a few days. The journal is not an instant messaging service.

What if I cannot use my online account?

Call the Universal Credit helpline on 0800 328 5644, Monday to Friday, 8am to 6pm.

Can I challenge a decision through my journal?

Yes. If the decision is about Universal Credit, you can ask for a mandatory reconsideration in your journal.

Official sources

1.Manage your Universal Credit claim after you applywww.gov.uk/guidance/manage-your-universal-credit-claim-after-you-apply
2.Sign in to your Universal Credit accountwww.gov.uk/sign-in-universal-credit
3.Universal Credit: how to claimwww.gov.uk/universal-credit/how-to-claim
4.How to ask for mandatory reconsiderationwww.gov.uk/mandatory-reconsideration/how-to-ask-for-mandatory-reconsideration
5.Contact Universal Creditwww.gov.uk/universal-credit/contact-universal-credit

Checked against GOV.UK on 6 October 2026

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