Everyone should have a home. Vicky Hines Shelter CIH legal update on welfare reform - Providing Advice and Information

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1 Everyone should have a home Vicky Hines Shelter CIH legal update on welfare reform - Providing Advice and Information

2 Providing Advice and Information Customer journey and process Targeting residents Assisted Digital Maximising Universal Credit Managed Payment process Homelessness

3 Customer journey and process new and existing residents Pre tenancy information and advice make sure they are ready At point of entry on waiting lists commence your assessment and support Consider practical arrangements of the property And give equal weight to tenancy management, sustainability and affordability Supportive approach to managing finances income and exp profiles, key dates and reminders, contingency planning, anniversary dates Maximise incomes employment, childcare, training, benefit claims online records Complete benefit claims at sign up Inc. CTB On line rent accounts and managing payments discover how household operates

4 Customer journey financial capability pre tenancy Determine what items required - white goods, basic furniture contents insurance, utilities how are these budgeted Enable access to basic bank accounts jam jar accounts, credit unions Support access to gateway for other support e.g. Social fund, DHP, children act payments, other local funds Map your local provision food banks, support groups, advice providers set up referral arrangements track referrals Support access to community activity volunteering, local employment (beware Universal Jobs match) JcP outreach at lettings suites or sign ups Pre tenancy training/workshops

5 Customer journey preparing to be a tenant Assess vulnerability for UC consider tier 1 & 2 households Identify triggers and support required Always include home visits Explain tenancy handbook or other supporting leaflets face to face develop lettings packs Explain rent accounts, rent books or other systems of payments

6 New tenants first 3 months Allocate to a dedicated officer & arrange visit Make contact via telephone, text, or other suitable points of contact Risk assess every tenancy prior to any visits and agree risk assessment checklist Identify other vulnerabilities and reassess risk assessment and determine frequency of contact required determine other services check outcomes of referrals made 4 weeks after commencement visit/tel call escalate if no response UC managed payments trigger? Review risk assessment at 8 weeks assess any change of circs - UC managed payments trigger? Review again at 12 weeks and determine next steps or close as first stage tenant

7 Assisted digital Assess existing online provision and determine gaps for your residents Train your staff to use online systems and support households Make internet access available Benefit problem solving - ensure online offer meets needs of more complex cases or specific accommodation types Benefit sanctions be proactive and understand impacts of residents Payments variations - be prepared to offer one to one advice using online tools

8 Making the most of UC managed payments (MPs) Assess all households against UC personal budgeting guidance - tier1 & 2 Work very proactively with JCP and other intermediaries Rent arrears recovery - ensure it is spread over maximum period to be affordable e.g. 9 mths Build in trigger for review of all households on MPs 1 to 2 monthly review of tenant Develop a financial capability plan per household to move off MPs Ensure prompt access to MAS, CAB or other debt providers where issues identified UC local support framework make sure you are talking to all stakeholders Develop key partnerships Ensure you have key contact in JCP

9 When it goes wrong homelessness Revisit your process in line with rent arrears pre action protocol Double check vulnerability of households and support required Work with intermediaries Check what advice and support has really been provided, including advice on accessing employment or maximising incomes Where a possession order is granted and implemented LAs will need to make very careful assessment of what advice and support has been provided Offers of employment must have been water tight and households must have understood implications of not taking offers e.g. benefit sanctions, loss of income, rent arrears and impact Accommodation must have been affordable following detailed assessment Where these was an offer of employment must have been affordable/practical assessments will be crucial Cannot be IH from a property not actually