Delivering Universal Credit Full Service in Inverclyde. Heather McLaughlin Tenancy Sustainment & Support Manager

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1 Delivering Universal Credit Full Service in Inverclyde Heather McLaughlin Tenancy Sustainment & Support Manager

2 Introduction Inverclyde Situated on the West Cost of Scotland 79,500 population Predicted population decline to 65,000 by 2037 Ageing population 40% of data zones in 15% most deprived River Clyde Homes Social housing provider based in Inverclyde Est 2007 following stock transfer from Inverclyde Council 5800 properties, 2200 factored owners

3 Our Road to Universal Credit 25 May 15 Announcement that UC Live Service would be implemented to Inverclyde for single job seekers only in October 12 October July 16 UC Live Service is introduced to Greenock and Port Glasgow JCP Announcement that Inverclyde would be a contingency for another area UC Full Service is introduced to Greenock and Port Glasgow JCP 23 November 16

4 How We Prepared Regular Welfare Reform Project Team Survey of over 1200 working age customers Future Skills Partnership with Pollok Credit Union to offer jam jar accounts Participation in Strategic & operational Working groups Money Talks & Welfare Benefit Publicity

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6 Impact so far. Increase in demand for Welfare Benefit Services influence decision to increase Financial Wellbeing Officers from 2FTE to 3FTE Increase in time spent supporting customers welfare appointments increased from 1 to 1.5 hour appointment More time actually collecting rent estimated an additional 6.7m to collect which previously came directly from HB Moving to new territory of support eg Welfare Officers creating addresses for customers etc 27% increase in current rent arrears since introduction of full service

7 Impact on Arrears FULL SERVICE

8 Impact on Arrears Housing Benefit Payments Since Full Service 1,150, ,100, ,050, ,000, , , ,000.00

9 Impact on Arrears Housing Benefit Universal Credit No in Arrears Total Claimants % In Arrears 13% 90% Average Arrear

10 Identified Issues Payment Schedule 4 weekly payment file on agreed creditors date HOWEVER payment is MONTHLY 1Therefore each customer will skip a file

11 Identified Issues Communication with Service Centers Inconsistencies in information received from Service Centre No escalation line as with Live Service Workaround for social landlords: The following information can be shared with Social Landlords without the need for explicit consent: Alternative Payment Arrangements Social Landlords may receive the following information: The start date of the MPTL/3 rd Party Deduction When to expect to receive the first payment The amount of the next payment The maximum amount of the house additional amount payment in the next payment We spend a disproportionate amount of time arguing with call handlers and requesting callbacks from managers Not contained to one centre HOWEVER hopeful of improvements when we move to Scottish site

12 Identified Issues Customers Many ongoing issues for customers: No lobster pot if zero award due to earnings then claim cancels Issues re transitional protection for WRAG premium Cannot apply for Housing Costs until residency issues with sign-ups Work allowance reduced Online is still causing some customers problems Customers taken off legacy incorrectly we believe we have the first customer who was put back onto legacy benefits from Universal Credit

13 Our Learning We have learned a lot about our organisation How well did we really know our customers? We have provided more support to more customers than ever before We are more than just a landlord although we have always provided wrap around services these are more intense and more holistic than before We cannot be static with how we charge rent the antiquated rent free weeks/48 week charging structure and weekly payments must go We need to modernise our processes and our systems

14 What have we done since? We have modernised our Housing Officers 32 Housing staff now have tablets We are launching a Tenancy Information Portal to encourage a channel shift and promote digital skills We are embarking on a tenancy audit of 50% of our customers over the next 2 years We are refreshing our Arrears Recovery Procedure and retraining all of our staff We are launching a direct employability service and encouraging more customers into work We launched a debt awareness campaign including radio and billboard adverts We launched Arrears Blitzes where we focus solely on arrears for a full day

15 What Next? Re-launch PCU account and being a campaign to promote to every UC customer Consult on monthly rent charges with our customers Help 100 RCH customers to move into employment and where possible off of benefits Money Talks 3 Increase Arrears Blitzes and get more of our Senior and Exec Management teams involved Upskill our staff and give them even more training on Universal Credit Explore technical arrears issue with UC Continue to liaise with partners both locally and nationally

16 Questions? Heather McLaughlin Tenancy Sustainment & Support Manager