![Page 1: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/1.jpg)
![Page 2: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/2.jpg)
delivering promises, improving lives
Learning from the experiences of a Direct
Payment Demonstration Project area
Rachel WilloughbyWelfare Development Manager
![Page 3: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/3.jpg)
delivering promises, improving lives
The Direct PaymentDemonstration Project
• Six project areas with different characteristics and make up.
• Runs from June 2012, extended to December 2013.
• Independent external research ongoing through CRESR at Sheffield Hallam University and IPSOS/MORI.
• To inform policy and shape the way that payments are delivered.
![Page 4: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/4.jpg)
delivering promises, improving lives
Where is Wakefield?
![Page 5: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/5.jpg)
delivering promises, improving lives
Wakefield in context
• 24% of households on edge of poverty
• 12.5% of population in 10% most deprived areas nationally
• Unemployment is 4.6%, higher than the national average
![Page 6: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/6.jpg)
delivering promises, improving lives
WDH’s Income Profile
• £54m – Pensioners
• £75m – Working Age Tenants
- £30m – Low Income Household
- £45m – Housing Benefit
£129m – Annual Rent
![Page 7: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/7.jpg)
delivering promises, improving lives
Reasons for participating in theDirect Payment Demonstration
Project• To learn the impact on claimants and factors
affecting payment.
• To understand the best and most effective forms of support to help individuals to manage income and pay their rent.
• To have influence on decisions about those clients who need additional support.
![Page 8: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/8.jpg)
delivering promises, improving lives
Tenants in payment• Over 50% use Direct Debit to
pay all or part of their charges• Significant levels of contact to
prompt payment from some tenants.
• Multiple transactions within each four week period so increased costs.
• Less than 20% had internet access.
![Page 9: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/9.jpg)
delivering promises, improving lives
Working with credit unions
• Partnership with White Rose Credit Union who have developed a budgeting account.
• Sixty tenants have this type of account and seventeen receiving direct payment.
• Promotion of Credit Union product.
![Page 10: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/10.jpg)
delivering promises, improving lives
Responsibilities!
Cleared
utility bills
Banks
paid debt
s
Had a
bereavem
ent
Cash machine limited withdrawal
Paid Vet bills
Bought
school
unifor
ms
Didn’t
know
money
had gone
into
account
Paid a fine
![Page 11: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/11.jpg)
delivering promises, improving lives
Outcomes
• Notices of Seeking Possession served but no Court action solely as a result of the project.
• 229 cases have had payment reverted to WDH.
• 92% of these have been due to percentage underpayment.
• Payment rates average 94% and vary from 91% to 97% across all project areas.
![Page 12: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/12.jpg)
delivering promises, improving lives
Challenges• Changing behaviour and attitudes - employees
and tenants.
• Reviewing policies and processes.
• ‘Sanctions’ for other debts and methods of recovery.
• Demand for and support to advice services.
• Data sharing with DWP and others.
• Wider welfare reforms.
![Page 13: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/13.jpg)
delivering promises, improving lives
Solutions• Structuring teams for effective debt recovery.
• Cultural shift and employee training.
• Flexible methods of collection, 24/7 access and automated payments.
• Budgeting accounts and accessing banking products.
• Increasing knowledge about customers and working around critical dates.
• Continue to plan and analyse the business impacts.
![Page 14: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/14.jpg)
delivering promises, improving lives
£3,000,000
£3,500,000
£4,000,000
£4,500,000
£5,000,000
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar2011/12 2012/13 2013/14
Projected Debt…!
![Page 15: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/15.jpg)
delivering promises, improving lives
Viability
![Page 16: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/16.jpg)
delivering promises, improving lives
Mentoring
Community Leadership
ApprenticesSchoolEnterprise
Employment Advisors
WorkExperience
Dot.Com Shops
Race Online
AcademyFencing
and GatesCommunity
Learning ProgrammeHealth Inequality
WorkersCash Wise
Tenant DiscountScheme
![Page 17: delivering promises, improving lives Learning from the experiences of a Direct Payment Demonstration Project area Rachel Willoughby Welfare Development](https://reader035.vdocuments.net/reader035/viewer/2022081603/56649f265503460f94c3da76/html5/thumbnails/17.jpg)