The first episode follows the staff and claimants at Peckham Jobcentre in London. New claimant Rachel has recently moved onto Universal Credit after leaving her 27-year career in the NHS to become a carer for her ill parents. Declan, 46, has been made homeless. With 19 days to wait before his next Universal Credit payment, he is forced to sleep in the local park. Staff member Karen has worked in the Jobcentre for over 30 years and reveals she has a second job just to make ends meet. And in Westminster, the team meet Neil Couling, director general of Universal Credit and the person responsible for keeping the reforms on track.