New Style JSA closed claims review: DWP writing to people whose claims closed 2019 to 2023

The Department for Work and Pensions (DWP) published guidance on 24 September 2026 saying it is reviewing New Style Jobseeker’s Allowance (JSA) claims that were closed between 2019 and 2023.

DWP says that during this period it “may not have followed the correct process when closing some claims”, and that it is reviewing potentially affected cases to check the decisions were made in line with the relevant guidance. It is writing to anyone who may be affected.

Who may be owed money

According to DWP’s guidance, you may be owed money if all of these apply:

• you had a New Style JSA claim between 2019 and 2023
• DWP told you about a scheduled appointment by telephone or in person
• you did not attend or take part in that appointment
• your New Style JSA claim was closed as a result

DWP has not published how many people are affected or how much any individual might be owed.

What you need to do

If you may be affected, DWP will contact you by letter. When the letter arrives, you must call the telephone number at the top of it within one month of receiving it.

This deadline matters. DWP’s guidance says that if you do not call within one month, the review will be closed and you may lose any money that is owed to you.

What DWP will ask on the call

You will be asked for your:

• name, including any change of name
• National Insurance number
• address
• telephone number
• bank details

DWP also says it needs more information to decide whether your claim was closed incorrectly, and it will collect this during the same call. It will ask whether you knew your claim had been closed, how you found out and whether you did anything about it, and how you supported yourself financially after the claim closed.

What happens next

DWP will reassess your claim to decide whether you should have received more New Style JSA payments. If it owes you money, it will pay it into the bank, building society or credit union account you give during the phone call. If your account details change, DWP asks you to tell it as soon as possible.

Is the letter genuine?

DWP’s guidance says people who may be affected will be contacted by letter, and that you call the number printed on that letter. It does not describe contacting people first by text or email.

DWP has said separately that it will never ask for bank details by text message (DWP press release, 15 October 2025). Government advice on avoiding and reporting scams is not to give out private information such as bank details, reply to texts or click links if you are not sure a message is genuine, and to search on GOV.UK to find official government phone numbers. That page also says to:

• forward suspicious texts to 7726 (free)
• forward suspicious emails to [email protected]
• contact Report Fraud on 0300 123 2040 if you think you have lost money to a scam and you are in England or Wales, or report it to Police Scotland if you are in Scotland