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Are you ready for Direct Payments?
Jenny Spoor, GreenSquare Group
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GreenSquare
• We provide housing, regeneration, care & support across Wilts, Glos & Oxfordshire.
• Approx 11,500 properties• In addition, we build new homes from
social to outright sale & have an in house gas company.
• www.greensquaregroup.com
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DWP Project
• Methods of communicating with residents
• Methods of supporting residents with complex needs
• Tested direct payment of housing benefit to residents NOT Universal Credit
• Test the impact of a range of trigger points
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DWP Direct Payment Project
• 6 Local Authority Areas – 4 England, 1 Scotland and 1 Wales
• All participants were working age• Not Supported Housing• We worked in conjunction with Oxford
City Council.• Approx 400 of the 2000 residents
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Preparations
• Hugely resource intensive
• A collaborative approach• Changed our pre
tenancy process• Nervousness around
Direct Debit payments• Increase in arrears
generally prior to project starting
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DWP Project
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DWP Project
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DWP Project
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DWP Project
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Customers’ experience
• Change in relationship.
• Vulnerable residents are capable.
• Wide variety of payment methods.
• Most people paid something.
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Key Lessons
• Preparation, preparation, preparation!
• Technology v resources.
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Key Lessons
• Arrears module – is this fit for purpose?
• Know your customer and target communication accordingly.
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Key Lessons
• Vulnerable residents are capable;
• Change of culture – are your Board and staff ready?
• Who will do what?• It will cost us, so what
are your priorities?• Keep it simple.
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Any questions?
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www.greensquaregroup.com