universal credit in the north...

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13 January 2015

Universal Credit in the

North West

Katie Teasdale

External Affairs Manager

National Housing Federation

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Universal Credit

National Housing Federation

January 2015

What’s different about Universal Credit?

IT

ENCOURAGE

S WORK

IT’S LIKE

WORK

IT’S

ABOUT

WORK

PAID MONTHLY

PAID DIRECTLY

CLAIMANT

COMMITMENT –

LIKE A

CONTRACT

IN AND OUT

OF WORK

CLAIMANT

COMMITMENT

REQUIREMENTS

FULL TIME

WORK SEARCH

EARNINGS,

NOT HOURS A SIMPLE TAPER

SO BETTER OFF

IN WORK

EASY

TRANSITION UC

TO WORK (AND

BACK)

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5

Universal Credit – one year on

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Universal Credit - roll out

• Universal Credit is now being delivered in nearly 100 Jobcentres in England,

Wales and Scotland.

• From end of November we have been taking claims from families in limited

locations in the North West and following successful testing will be expanding

claims from families to all live locations from end of January 2015

• We are accelerating the delivery of Universal Credit from February 2015 rolling

out nationally through 2015/16 to all jobcentres and local authorities across the

country. This expansion will be for new claims from single jobseekers

• We started deliberately slow with a small number of claimants so we could

learn and build a stronger system.

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National roll out

• National roll out will be in 4 Tranches from February 2015

• Commencement Order for Tranches 1 & 2, along with expansion to families

will be laid in January 2015

• Commencement Order for tranches 3 & 4 will be laid after the General election

in May 2015

• Tranche 1 will launch UC in around 150 Jobcentres bringing a further 78 Local

Authorities in as Delivery Partners

• Tranche 2 brings in around 115 jobcentres and 63 more Local Authorities as

Delivery Partners

• Retrofit for families in existing 91 live service sites will take place in 2 stages,

with 26 sites going live on 26th January and 65 sites on 2nd March

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Working with landlords

• We're working closely with social landlords such as councils and

housing associations to help them pro-actively support tenants to

manage the change to UC:

• As part of our learning from our Pathfinder, we have already:

– Introduced a standard template on which landlords can apply for

an Alternative Payment Arrangement and deductions from UC

– Put in place a dedicated Housing Costs team within the UC

Service Centre in Bolton.

– Offered a range of contact methods depending on the severity of

individuals circumstances

– Held a series of meetings with RSLs to address issues they were

experiencing.

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Sharing data with landlords

• 6 week public consultation from 22nd September

– Landlords – what they can do to help UC claimants

– UC claimants – seeking views on data sharing with Landlords

• Regulations to Social Security Advisory Committee by December

2014

• Regulations scheduled to be laid in Parliament by mid January 2015

• Regulations coming into force 26th January 2015

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Outstanding issues

• Further housing team to be set up in Glasgow Service Centre

• MGP 1 process for closing HB claims

• Sec of State letters to support LCTRS

• Senior Operational Manager appointed to oversee changes to

housing element of UC and how we work closer with Local

Authorities and RSLs

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Gareth Bevan

Learning from Live Running

Structure of presentation

• Federation’s work

• Some headline figures

• Key issues emerging from UC Pathfinders in the

North West

• Recommendations

• Solutions – for housing associations and DWP

• What next?

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Federation’s work

Headline figures…

22,900 Ten 97 511 140

Twenty Four

330,955 83.9

648

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Emerging issues…

Application

and routing of

claims

Emerging issues…

Benefit advances

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Emerging issues…

Vulnerabilities and Support

Emerging issues…

Alternative Payment Arrangements

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Emerging issues…

Relationships

Emerging issues…

Data sharing

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Recommendations

• Save function

• Confirmation

• PBS

• APAs

• Advance payments

• Claimant commitment

• Data sharing

• Trusted status

Solutions

• Preparing tenants

– Communication, research,

financial/digital inclusion,

training

• Preparing housing

association staff

– Training, role/team changes

• Preparing the organisation

– Holistic organisational approaches vs watch and learn

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Remaining challenges

• Roll-out

• Service from Service

Centres

• Families

• Data sharing

• Migration

• Working with a non-digital

system

Remaining challenges

• Roll-out

• Service from Service

Centres

• Families

• Data sharing

• Migration

• Working with a non-digital

system

MAY 7 2015?

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Gareth Bevan

Email:

gareth.bevan@housing.org.uk

Tel: 0161 873 9449

Gareth Bevan

Email:

gareth.bevan@housing.org.uk

Tel: 0161 873 9449

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John Hudson Presentation

Tea and coffee break

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Breakout Sessions

1. Universal Support Delivered

Locally – Ground Floor

2. Service Charges – Main Room

3. Personal Budgeting Support

– Ground Floor

Sue Ramsden, Policy Leader

January 2015

Refocussing your service charge

strategy around Universal Credit

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• New eligibility rules under UC

• Information from tenant

• Service charge verification

• DWP decision making and challenge

• What is excessive?

Eligible or ineligible?

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·A – payments to maintain the general

standard of the accommodation

B – payments for the general upkeep of

areas of communal use

C – payments in respect of basic

communal services

D – Accommodation-specific charges.

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Issues

Eligibility

• Public funding exclusion

• No luxuries (no security for car

parking)

• Management charges

• Supported and sheltered housing

• Depreciation

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• No entitlement to

housing costs

under UC

• New definition of

‘specified

accommodation’

• Pension credit

• New system for

working age

adults?

Supported and sheltered housing

Questions ?

Contact:

Sue.ramsden@housing.org.uk / 0207 067 1080

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Lunch

Breakout Sessions

1. Universal Support Delivered

Locally – Ground Floor

2. Digital Inclusion – Main Room

3. Personal Budgeting Support

– Ground Floor

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Digital For All: The Journey So Far Paul Earl & Neil Martin

UC Pathfinder GGHT 1ST Year

126 UC Recipients (Dec 1st 2014)

Rent arrears increase of 31% approx.

Approx. 40% are under 25

Limited IT Support DWP GGHT Pilot: Housing cost verification process extended

Building Partnership with DWP & Credit Union

Multitude of Internal Support Processes (1.5FTE)

Executive Management Commitment

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Meet The Hare and The Tortoise…

The Hare and the Tortoise http://www.thecentreformicrobusiness.co.uk/digital-inclusion

The Hare…

89% of young people now use a smartphone or tablet to go online up from 43% in 2010.

Potential Savings are Estimated at £560+ a Year by Shopping and Paying Bills Online

81% of people over 55 say that being online makes them feel part of modern society and less lonely

But don’t forget the Tortoise…

10% of the adult population may never gain basic digital skills,

Around 37% of digitally excluded people are in social housing

Around 45% of GGHT Tenants NEVER use the Internet (Sample survey September 2012)

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Introduction

How It All Started…

Digital For All…

2014-17 Action Plan…

Longford

Rascal

Free Wi-Fi

Digital For All

d

a

a J

d

Channel Change

Work Task Group July 2012 – Outcomes:

Out Bound Questionnaire (500 tenants)

Disbandment of CaH advert saving £54,000 per year

E-Version News and Views saving £42,000 per year

External funding for DI activities - £60,000

CaH project provides large call volume reduction

Saving of 26% on all postage costs

Recognition of need for step change on Digital Inclusion and Channel Shift (‘Digital by Design’)

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Longford on Line

Free Wi-Fi

Make It Fun!

Easy Access & Tutorials

Longford

Rascal

Free Wi-Fi

FUN

Candy Crush

Selfie

Prizes

www.gghtpublic.org.uk

Longford Home Page Kiosk Design: www.gghtpublic.org.uk

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Key Lessons

Warrington Wide

Right First Time?

Digital Champions

Partnership

Plan & Plan Again

a) Can come in all sizes

b) Exist Everywhere!

Department Work & Pensions: The Digital Job Centre (July 2014)

DWP front of house staff will direct claimants to the

appropriate service.

An introductory ‘Show and Tell’ session on the

WADs will be given to those who need it.

Appointments will be booked for those needing more

intensive IT support.

Claimants that are able to self serve will be

encouraged to do so.

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GGHT Strategy “Hare & Tortoise”

Digital Inclusion “The Tortoise”

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Digital Inclusion “The Tortoise”

Profile: Michael

46 Years Old, Manual Labourer

Recently Redundant

Basic Skills

Previously No Motivation for Online

No Access

Social Media Dinosaur

Digital Inclusion “The Tortoise”

Link Digital Skills to Job Clubs

Promote Deals e.g. Argos Free Tablet & Training

Promote Local Training

Target for Digital Events

Provide Home Access

Signpost to Local Community Hubs

Partner with Digital

Champion

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Digital By Design “The Hare”

Digital By Design “The Hare”

Profile: Sarah

22 Years Old, Customer Services Advisor

Good IT Skills

High Motivation

Full Access

Social Media Expert

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Digital By Design “The Hare”

“Millennials Generation”

Requires Additional Services 24/7/365

Want online relationships with staff/organisation

Added Value – what’s in it for me…

Better On Line, How?

Ideal Digital Champion

Enhance Skills Training

Trust & Confidence

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Trust & Confidence “Tortoise or Hare”

Profile: Pat & Alan

69 Years Old, Retired

Reasonable Skills

Some Motivation

Full Access at Home

Limited Social Media

Fearful of providing information online

Trust & Confidence “Tortoise or Hare”

Confidence Building

Training Courses

Promote Social Access

Ideal Digital Champion

Partner with Digital Champion

Need to be Nurtured

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2014-17 Action Plan Activity & Measure

Support Government Strategy April 2014: 90% tenants online by 2020

Underpin Group Target: 80% Digital Transactions by 2020

Payments

Communication

Digital that Works

90% On Line

Action Plan What Next?

46 Suggested Activities: Delivery Priority A, B & C (Budget, Staff & Merger Impact)

Business Wide, How do we “Operationalise Digital?”

Winning Hearts & Minds of Residents & Staff

Tough Choices: Consciously Deliver a Worse Service?

Key to success is centrally accessible Customer Insight data that is 100% maintained and accurate.

Review Suggested Success Measures:

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Action Plan Examples

Digital Skills & Access Baseline: 95% B&D tenants by Q4: 2015, 95% of all residents by Q2: 2017

Neighbourhood officers to identify tenants who are digitally excluded and work as Digital Champions.

Digital inclusion events run on a weekend targeted at schools and using their facilities

Research options for broadband without the need to have home phone line.

At least 300 residents access NHS Choices Direct or via Learn My Way by Q3:2015

Ensure All Activities support “Digital for All Strategy”

Executive Buy-In and Promotion

Operationalise Digital: Core Element For Everyone (HR/OD)

Winning Hearts & Minds of Residents and Staff

NUDGE Theory

Effective Success Measures & Monitoring

How Is Digital Better? Would I Want To Use IT?

Partnerships Are Key: WBC, WVA, Live Wire

Digital Champions & Volunteers

How Do You Support “The Digitally Enlightened”

Tell Stories and Make it Fun!!

And Finally…

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Questions

THANK YOU FOR LISTENING

Neil Martin & Paul Earl

Golden Gates Housing Trust

@GGHTrust

@nmartin2505

@paearl

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Summary and close