Universal Credit: How to Verify Identity If You’re in a Refuge

In the shadows of our bustling digital society, a silent crisis unfolds. For survivors of domestic violence residing in refuges, the path to safety is fraught with obstacles, not least of which is the bureaucratic maze of securing financial stability. Universal Credit (UC), the UK’s all-in-one welfare payment, is designed to be a lifeline. Yet, for those who have fled with little more than the clothes on their backs, proving "who they are" to the Department for Work and Pensions (DWP) can feel like an insurmountable barrier, retraumatizing individuals at their most vulnerable. This isn't just a procedural hiccup; it's a matter of dignity, safety, and human rights in an increasingly digitized world.

The Digital Identity Dilemma in a Crisis

The modern welfare state is built on a foundation of digital verification. The assumption is that everyone has a stable address, consistent access to the internet, a smartphone, and a neat folder of official documents. This assumption shatters upon contact with the reality of a refuge.

Why the Standard Process Fails

The standard UC identity verification process is primarily online. It often requires: * A stable address: Refuge locations are confidential for security reasons. Survivors cannot use the refuge's address openly. * Official documents: Driving licenses, passports, utility bills, and bank statements are frequently left behind in the rush to escape abuse. An abuser might also deliberately withhold or destroy these documents as a final act of control. * A personal mobile number and email: Many survivors are forced to abandon their old numbers and accounts to prevent being tracked by their abuser. Setting up new, stable digital identities takes time. * Consistent internet access: While refuges provide support, private and prolonged internet access for lengthy online forms and video calls isn't always guaranteed.

This perfect storm of requirements creates a "digital exclusion" that can delay crucial first payments for weeks, pushing survivors deeper into financial dependence and despair.

A Glimmer of Hope: The "Tell Us Once" Service and Trusted Third Parties

Recognizing these challenges, the DWP has established—though not always perfectly implemented—alternative pathways for verification. Knowledge is power, and understanding these options is the first step to overcoming the hurdle.

One of the most critical tools is the "Tell Us Once" service. While typically used to report a death to government agencies, a similar principle of streamlined communication is vital here. Refuge staff, acting as trusted third parties, can play a pivotal role. They can communicate directly with the DWP on behalf of the survivor to explain their circumstances and initiate the claim using the refuge’s address as a "care of" address for official mail, protecting the survivor's actual location.

The Manual Verification Pathway

When online verification fails, a manual identity check is the recommended alternative. This is where partnership between the survivor, refuge staff, and the DWP is essential. The process typically involves:

1. Starting the Claim: The survivor begins their UC claim online, usually at a terminal within the refuge or with support from a caseworker.
2. Requesting an Alternative Verification Method: At the point where the digital identity check fails or seems impossible, it's crucial to proactively seek another way. This is often done by phoning the UC helpline.
3. The Phone Call: Speaking to a DWP agent, the survivor or their support worker must clearly state: "I am a survivor of domestic violence living in a refuge. I cannot verify my identity online due to my circumstances." This specific language triggers the protocol for alternative verification.
4. Providing Evidence: The DWP will ask for what evidence is available. This could be:
   • A letter of support from the refuge manager on official letterhead.
   • A biometric residence permit (if applicable).
   • A birth certificate (if it was brought along).
   • A bank card (even if the account is dormant).
   • An expired passport or driving license.
   • An NHS card or letter. The key is that the DWP should consider a combination of these items, understanding that no single document may be sufficient on its own.

Beyond Bureaucracy: The Intersection with Global Issues

This struggle is not isolated. It mirrors broader, global crises where technology, bureaucracy, and human vulnerability collide.

The Global Shadow Pandemic of Gender-Based Violence

The COVID-19 pandemic lockdowns led to a horrifying global surge in domestic violence, dubbed the "shadow pandemic." As rates of abuse increased, so did the number of individuals fleeing to refuges worldwide. This placed unprecedented strain on support systems and highlighted the critical flaws in social safety nets that were not designed for such a crisis. The difficulty in accessing benefits like UC became a secondary emergency, underscoring how systemic processes must be trauma-informed and agile enough to respond to global shocks.

Digital Exclusion and the Human Right to Identity

The move toward digital government services, or e-government, is a global trend aimed at increasing efficiency. However, it risks creating a two-tiered society: those who can navigate the digital world and those who are left behind. The right to a legal identity is a fundamental human right (as recognized by the UN's Sustainable Development Goal 16.9), essential for accessing services, participating in society, and exercising one's rights. For survivors of trauma, refugees, and the homeless, the inability to prove identity digitally is a form of disenfranchisement. It’s a stark reminder that technological progress must be inclusive, with robust offline and assisted digital pathways.

Economic Instability and the Cost-of-Living Crisis

The current global cost-of-living crisis, fueled by inflation and geopolitical conflict, makes timely benefit payments more critical than ever. A delay of even a week can mean the difference between having heating or going cold, between eating or going hungry. For a survivor in a refuge, this financial precarity can feel terrifyingly similar to the economic control they experienced in their abusive relationship. Ensuring a swift, compassionate, and effective benefits system is not just administrative—it is a core component of breaking the cycle of abuse and empowering individuals toward economic independence.

Empowering Action: A Step-by-Step Guide for Survivors and Supporters

If you or someone you are supporting is facing this challenge, here is a condensed action plan.

For Survivors:

• You are not alone. This is a common problem, and it is not your fault.
• Ask for help immediately. Speak to your refuge support worker or a dedicated domestic violence charity like Refuge or Women's Aid. They have experience with this.
• Be prepared to articulate your situation. When speaking to the DWP, clearly state you are in a refuge and cannot verify online.
• Gather any documentation you have. Even non-official papers can help build a picture.
• Know your rights. The DWP has a guidance document called "Advance on First Payment" which can be requested if the verification delay is causing severe hardship.

For Support Workers and Allies:

• Act as a facilitator. Help the survivor make the initial phone call to the UC helpline. Your presence can provide moral support and help ensure the correct information is communicated.
• Provide a letter of support. An official letter from the refuge confirming the survivor's residence and circumstances is one of the most powerful pieces of evidence.
• Escalate if necessary. If you hit a wall with a frontline DWP agent, politely ask to speak to a supervisor or manager. Reference the DWP's own internal guidance on vulnerable claimants and survivors of domestic abuse.
• Advocate for systemic change. Share these experiences with policymakers and MPs. The system must become more adaptive and trauma-informed by design.

The journey to safety and stability is long and difficult. Navigating Universal Credit should not be one of the hardest parts. By shedding light on these challenges, sharing knowledge, and demanding a more humane system, we can help ensure that the digital gateway to support remains open for those who need it most, precisely when they need it. The true measure of a society’s safety net is not how it functions under ideal conditions, but how it holds up for those in the deepest crisis.