Universal Credit Sanctions Report

This report was conducted and written by several local Citizen Advice offices in the North East. 

Universal Credit sanctions can have a significant impact on people already facing financial pressure. Drawing on survey responses from 429 Universal Credit claimants and in-depth interviews with people across the North East, this research examines how Jobcentre appointment requirements, public transport, and personal circumstances can contribute to missed appointments and sanctions. The findings show that barriers such as unreliable or unaffordable transport, illness, caring responsibilities, and difficulties communicating with Jobcentres can leave claimants at risk of losing vital income.

The evidence also highlights the wider consequences of sanctions, including food insecurity, debt, housing instability, worsening mental health, and reduced ability to look for work. Many claimants described making genuine efforts to attend appointments, but being affected by circumstances outside their control. Greater flexibility, clearer communication, and more personalised appointment arrangements, including phone or online appointments where appropriate, could help reduce avoidable sanctions. The research sets out practical recommendations, including expanding “good reason” criteria, improving awareness of travel support, and reintroducing a regional sanctions forum. Together, these findings point to the need for a fairer, more flexible, and claimant-centred approach to Universal Credit appointments in the North East.