The Department for Work and Pensions (DWP) is tasked with assisting a large number of Universal Credit claimants across the UK. Around 1.6 million people have been placed in the “intensive work search” category, meaning they are fit for work but either unemployed or earning very low wages.
According to a recent report by Birmingham Mail, both jobseekers and DWP staff are facing growing challenges as the pressure to find stable employment intensifies. Work coaches, who play a key role in helping these claimants, are reporting increasing difficulties due to understaffing and limited appointment times. These ongoing struggles are contributing to frustration on all sides.
Job Coaches Struggling with Overwhelming Demands
The DWP‘s handling of Universal Credit claimants, particularly those in the “intensive work search” category, has come under sharp scrutiny. Work coaches are tasked with guiding jobseekers, but many of them feel that the support they can offer is severely constrained due to overstretched resources.
Mark Byers, a work coach with 15 years of experience and a representative of the Public and Commercial Services Union, expressed his deep concerns to the BBC.
“It feels like you are fighting with one arm behind your back,” he explained.
One of the key issues is the short duration of appointments—only 10 minutes—which leaves little room for meaningful interaction. After dealing with the security checks, Byers finds that there is barely any time left to assist claimants effectively. He further noted that these brief appointments often reduce work coaches to little more than “benefits policemen,” unable to provide the personalized assistance that many jobseekers need.
“I might be sitting with someone who is, on paper, doing all the right things and doesn’t seem to be getting any response,” Byers continued.
“I’d love to sit down with them [and] go through the job applications together, and that’s not necessarily possible. People get very frustrated.”
This frustration, shared by many coaches, highlights the gap between the DWP’s intentions and the realities faced by claimants who need more hands-on, individualized support to navigate the job market.
Staffing Shortages and DWP Benefits Strain the System
The difficulties described by work coaches are compounded by a significant decline in the number of staff available to manage the growing caseload. According to a Freedom of Information request, the number of work coaches employed by the DWP fell to 16,640 in August 2025, down from over 23,000 at the height of the COVID-19 pandemic.
This reduction in staffing is a significant concern, as fewer coaches are being asked to manage an increasing number of claimants—many of whom are experiencing high levels of economic inactivity.
The diminished workforce, coupled with increasing demands on coaches, means that the support offered to claimants is stretched thin. For many people receiving DWP benefits, this lack of adequate support is making it harder to secure meaningful, long-term employment.
As the number of claimants in the intensive work search category grows, work coaches feel that the system is becoming increasingly difficult to manage.
DWP’s Response: Reform or More of the Same?
In response to the growing criticism, the DWP has made some bold promises regarding reform. A spokesperson from the department stated that they were in the process of “delivering the biggest reforms to job centres since the early 2000s” to shift the focus from welfare to work, skills, and opportunities.
The department has committed to a £1 billion annual investment for employment support by the end of the decade. This includes efforts to reduce the so-called “tick box culture,” which has often left jobseekers feeling that their needs are not being met in a meaningful way.
To help regions with the highest levels of economic inactivity, the DWP is also rolling out a program aimed at connecting individuals with offers of work, health support, and skills development. This initiative seeks to address the complex challenges facing those on DWP benefits, ensuring that they receive a more holistic approach to finding and securing employment.
Despite these promises, many work coaches remain cautious about the potential impact of these reforms. While they welcome any improvements to the system, there is concern that the proposed changes may not be sufficient to address the root causes of their frustrations.
The DWP’s plan to move towards a more personalized service is seen as a positive step, but its success will depend on adequate staffing, sufficient resources, and a shift in how jobseekers’ needs are prioritized.
