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Universal Credit was meant to simplify benefits and make work pay, but a report from MPs this morning says the system is causing "unacceptable hardship" to many claimants.
This conclusion is supported by a call centre agent who handles people's claims - he has told Sky News, staff were discouraged from helping claimants and urged to get them off the phones as quickly as possible.
The government has already delayed its plans for a wider rollout of Universal Credit and is under pressure to drop it altogether.
Sky's politics and people correspondent Nick Martin has this Special Report.