‘Our priority is to pay people and for people to have their money’

David Malcolm is the operations director for Universal Credit, the government benefit paid to people in need, including the tens of thousands who have lost their jobs since the coronavirus outbreak.

He says there has been a huge increase in demand in recent days.

“It’s impossible for me to complain about being busy at the minute because there’s so many people who would love to be busy but have lost their jobs,” he continues.

“What we have now is the new normal and I’m lucky to have the chance to be working.”

David, who has a team of 1,800 people, adds: “About 40% of our staff are out at the minute through Covid-19, with people who are in vulnerable groups or are living with people in vulnerable groups, and then you have got the normal sick leave levels.

“But we have seen a 10-fold increase in claims for Universal Credit.

“Last week there were just over 10,000, while this week it looks like we will have 15,000. We would normally get around 1,800 a week.

“I have a great team around me. They have been a Godsend and there’s no doubt what we are

❝ We’re constantly juggling what we do as we always need to make sure nobody gets left behind

doing is making a difference.

“It’s not business as usual out there. Our priority is to pay people and for people to have their money. Not only do our new customers have to get paid, so do our existing customers. We’re constantly juggling what we do as we always need to make sure nobody gets left behind.”

David says there is “no doubt” this is much worse than the last recession: “People are claiming at a much higher rate, though back then they were claiming Jobseeker’s Allowance.

“But the process is nothing like it was then as Universal Credit is now largely automated and people can fill in the forms on the system at home.

“And there some customers can’t use online so voluntary groups help them and work very closely with us.”

Behind every claim, he adds, is a different individual with different needs.

“We can never lose sight of the fact that they are real people,” he says. “No one in my family has lost their job because of what’s happened but people in here have family members who have been affected. What we’re doing exemplifies public service. It’s guaranteed support and a safety net and we support people when they have no other means.”