‘Deflection script’ used to get Universal Credit claimants off the phone

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Sky News has found evidence that people who complained because their universal credit benefits weren’t coming through were turned away.

The staff answering the phones were given a ‘deflection script’ – a form of words to push complainants online.

One of those was a man who took his own life as his worries over universal credit built up.

Sky’s people and politics correspondent Nick Martin has this exclusive report.

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1 London

London News & Search

1 News - 1 eMovies - 1 eMusic - 1 eBooks - 1 Search


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