Welfare reform and business strategies
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1 Learn with us. Improve with us. Influence with us Welfare reform and business strategies Sam Lister, Policy & Practice Officer, CIH
2 Reality check Your costs will go up Your arrears will go up Don t expect that Government will: Scrap UC as it is too difficult or IT wont work Change the basic assumption about payment Provide funding to compensate landlords for costs Cave-in if we just lobby harder Learn with us. Improve with us. Influence with us 2
3 Impact model: size criteria XYZ Housing Association: universal credit steady state Estimated annual loss to tenants in HB 538,000 Number of losers 1 bed under 658 Number of losers 2 bed under 165 Average weekly loss 1 bed under 11 Average weekly loss 2 bed under 23 If 10% uncollectable 54,000 Learn with us. Improve with us. Influence with us 3
4 Impact model: direct payments XYZ Housing Association current Total rent roll million Tenant payments as % rent roll 40% Rent roll covered by HB direct million XYZ Housing Association: universal credit steady state Tenant payments as % of rent roll 70% Rent roll covered by HB direct (30% vulnerable) 5.62 million Learn with us. Improve with us. Influence with us 4
5 Tasks Understand what s going on (scope, timetable) Set long-term vision Create headroom (up your game on arrears) Use time the time to be creative Find your partners (e.g. banking products) Consult Test and refine Learn with us. Improve with us. Influence with us 5
6 Staying positive Start with your vision How will the service look in ten years time? How might a service look in when everyone pays? What is your role in helping tenants into work? Look to what you can control Use the time to be strategic Driven from the top Learn with us. Improve with us. Influence with us 6
7 Net pay, benefits and tax credits Current benefits & tax credits Weekly gross pay Net pay Child benefit Jobseekeer's allowance Working tax credit Child tax credit Housing benefit Localised CTRS Couple, two children, one earner, rent 75.00, council tax Learn with us. Improve with us. Influence with us 7
8 Net pay and benefits Universal credit Weekly gross pay Net pay Child benefit Universal credit Localised CTRS Couple, two children, one earner, rent 75.00, council tax Learn with us. Improve with us. Influence with us 8
9 Weekly net earnings & benefits (ex CTR) Current & UC compared Earnings plus basic benefits (excluding CTRS) HB/WTC/CTC Earnings plus basic benefits (excluding CTRS) UC 0.00 Gross weekly pay ( ) Couple, two children, one earner, rent 75.00, council tax Learn with us. Improve with us. Influence with us 9
10 Demonstration project findings Learn with us. Improve with us. Influence with us
11 General lessons Common findings Poor customer knowledge Vulnerability is a weak predictor of payment behaviour Some difficult cases managing well with support 80/20 contact rule of thumb Performance rises after first payment Vast majority referred decline support Take up of jam-jars scarce Learn with us. Improve with us. Influence with us 11
12 Observations - Southwark Arrears will increase Administrative costs will increase Income Officer patch was 900 households is now 500, only half of whom are actually on DP Many more payments to process Support is resource intensive Getting people to engage takes time and effort People prefer face to face contact and one to one advice Drop in advice sessions / open days not always a success Switchback process has revealed more support needs where people have found themselves struggling to manage Customer relationships and knowledge are becoming key Learn with us. Improve with us. Influence with us 12
13 Rent collection After period four Collection rate - 92% 6220 tenants, 308 (5%) switchback After period eight Collection rate - 94% 6327 tenants, 1098 (18%) switchback Comparison collection rate ranges Demonstration project range 91%-97% Current sector wide range 95%-96% Raising collection rates Highly resource intensive Required resource tends to level off over time Learn with us. Improve with us. Influence with us 13
14 Communication Hard-core of around 20% that do not respond Early clear communication works best A preference for personal contact A mix of methods works best different demographics have different preferences Significant increase in cost (more than banking) Learn with us. Improve with us. Influence with us 14
15 Social sector size criteria Learn with us. Improve with us. Influence with us
16 Staying put Support to find lodgers Nottingham City Homes Promoting DHPs Solihull Community Housing Radian s hardship fund Supporting tenants into training and work Wolverhampton Homes LEAP Connect Housing preemployment money advice Learn with us. Improve with us. Influence with us 16
17 Moving on Changing/reviewing allocations policies Prioritising under-occupiers Preventing under-occupation Transfers with arrears Mutual exchanges Matching events Salford, Nottingham and Luton Wolverhampton Homes house-doctoring Dacorum Council s Summer of Swaps One Vision Housing s matching officer Learn with us. Improve with us. Influence with us 17
18 Making it fit? Re-designating size of homes Knowsley Housing Trust But beware! Re-framing development programme to increase focus on smaller units Halton Housing Trust Learn with us. Improve with us. Influence with us 18
19 Getting in shape for UC Learn with us. Improve with us. Influence with us
20 Rent arrears good practice Be visible Telescope process Say it, do it Do it differently Offer a range of payment methods Chase small debts Support for can t pay (money and benefits advice) Realistic repayments Corporate priority Learn with us. Improve with us. Influence with us 20
21 Getting in shape Getting accounts in credit (payment in arrears) Ability to check balance on-line Offering payment via a smartphone app Set up appointments to open basic account Pay account fee for first year with credit union Learn with us. Improve with us. Influence with us 21
22 Testing and targeting support Mystery shopping for basic bank accounts Targeted financial awareness training (18-25 year olds) sign-up or pre-tenancy Learn with us. Improve with us. Influence with us 22
23 Promoting bank accounts You can promote basic banking products Transactional bank account is not a regulated product (c.f. insurance, investments, credit) Important to offer choice but can signpost or refer to one specific bank or branch FSA guidance for social housing providers Learn with us. Improve with us. Influence with us 23
24 What s out there? Pre-payment cards Consumer reward schemes Bulk purchase Tenant products Consumer bundles Learn with us. Improve with us. Influence with us 24
25 Community Housing Group Partner with credit union (Six Towns) Credit union provides on-line banking platform Tenant agrees rent element set aside Landlord pays account fee for first year of using product ( 1.00 per week) Time to see benefit of inclusion Learn with us. Improve with us. Influence with us 25
26 Learn with us. Improve with us. Influence with us Pre-payment cards Debit Card Open Loop Prepaid Card Open Loop Reloadable Prepaid Card Restricted Loop Reloadable
27 Pre-paid potential advantages Not a credit card no credit checks (identity checks) Difficult to get into debt as money loaded up-front. Cheaper transaction charges (cash, cheque or credit cards) Familiar debit cards overtook cash 2010 Tested technology already developed by finance industry Inclusive no need for a bank account Exposure limited to what is on the card (lost/stolen quickly disabled) Potential wallet facility helps customers manage household budgets Customer intelligence Combine with reward schemes Potentially attractive for unbanked or under-banked Learn with us. Improve with us. Influence with us
28 Utility bulk purchase How it works No obligation registration with intermediary Attain critical mass of customers Reverse auction Which? / 38 Degrees 287,000 registered, 37,000 switched Average saving 223 per year Manchester Councils Ten local councils 15,000 signed up in two weeks Learn with us. Improve with us. Influence with us 28
29 Reward schemes Closed loop has value to retailers Incentives (positive payment culture) Tenants Employee rewards packages A way of collecting customer intelligence Individual or community benefits Can contribute towards charges Learn with us. Improve with us. Influence with us 29
30 Consumer bundles How it might look Co-op Bank: payment card and bank account Co-op store reward scheme Negotiated discount with local co-op stores CIS home contents insurance Co-op bulk buy fuel Community reward scheme Learn with us. Improve with us. Influence with us 30
31 Payment technology Learn with us. Improve with us. Influence with us
32 It s changing be part of it Don t accept take it or leave it 2 per transaction get lost! Technology companies are now investing in solutions for the under-banked Opportunity to shape what is out there With scale comes cheaper charges Vocalink The national grid for payments Piloting intelligent direct debits Learn with us. Improve with us. Influence with us 32
33 Beware redundancy New technology Fixed or flexible? Plastic card or mobile? Learn with us. Improve with us. Influence with us 33
34 Learn and share Learn with us. Improve with us. Influence with us
35 CIH learning network Learn with us. Improve with us. Influence with us 35
36 Working together Strengthening and/or developing partnerships: West Midlands Best Use of Stock Partnership Learn with us. Improve with us. Influence with us 36
37 Are you really the first? Many councils already use pre-payment cards Leicestershire Birmingham, Dudley, Herefordshire, Sandwell, Solihull, Staffordshire, Telford, Warwickshire, Wolverhampton and Worcestershire 37 Learn with us. Improve with us. Influence with us 37
38 Summary Learn with us. Improve with us. Influence with us
39 Summary Use the time you have been given Set a vision of where you want to be in ten years There are some tried and tested approaches Innovate Use and share the knowledge that is already out there Adopt technology rather than self build Co-operate and use your bulk power Look to what you can control Learn with us. Improve with us. Influence with us 39
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