Middlesbrough Universal Credit conference 3 rd October 2018
Middlesbrough Universal Credit conference 3 rd October 2018 Welcome from Chris Smith Executive Director of Service Delivery and Development, Thirteen
Middlesbrough Universal Credit conference Background Intro to the Event Angela Corner, Senior Tenancy Support Service Manager, Thirteen
Impact of Universal Credit Philip Thompson, Welfare Support Team, Hartlepool Borough Council
Context Hartlepool is a small coastal town with a population of c92,000 34% of our children and young people live in poverty compared to 21% nationally More than half of our children that live in poverty are in a family where at least one adult works (56%) 69% of families have no savings and are unable to cope in a crisis Hartlepool continues to be significantly worse off through Welfare Reform estimated at 42 million pa.
Universal Credit In December 2016 Hartlepool became a full digital service UC town The vast majority of our new working age benefit claims are online UC claims some exceptions apply There has been lots of teething problems and we continue to work on our relationship with DWP.
Typical UC problems... For the client: Sanctions Advance Payments Managing month to month Housing element not paid to landlord For us: Unable to talk directly to DWP Hit and miss notification of UC awards Clerical errors take a long time to resolve
What are we seeing? Impact of welfare reform has taken hold Universal Credit having a real impact Rising demand for Foodbank and food support Daily requests to the council for gas, electricity, clothing Repetitive requests for help with shortfalls in rent (DHP) Significant levels of debt (lots of small amounts); some evidence of illegal money lending Significant eviction referrals with rent arrears totalling in excess of 1500-4000 per family Increased pressure on statutory services.
What have we got in place to help? Housing Advice Team / Welfare Support Team and The Children s Hub all together Local Welfare Support Scheme crisis fund Discretionary Housing Payments S17 (Children Act) Greggs Foundation Grant Foodbank Food network Free school uniform Help and support from the VCS
Local Welfare Support Scheme Hartlepool has a Local Welfare Support Scheme budget this year is 193,618 In Crisis support; energy top ups, food and clothing vouchers, etc - we do not give cash Non crisis support furniture, white goods, carpets, household goods etc Everyone is offered some form of help; signposting to money management, debt advice, where to get free food etc.
2017/18 LWS activity Number of LWS in crisis requests Number of non crisis requests Total number of crisis applications Total number of LWS requests approved 2,324 1,208 3,532 793 NB excludes other forms of support including Greggs Foundation Grants, Foodbank, free food network and charity support
Trussell Trust Foodbank 2017/18 Number of adults assisted Number of children assisted Total number of foodbank vouchers issued by our team 1,905 891 1,460 From April 2018 to date (26 weeks) our team has issued 900 FBV NB Excludes other forms of free food support available in Hartlepool and vouchers issued by CAB, Probation and Housing NB primary reasons for accessing foodbank: UC, benefit delay, sanctions
Outreach: we work in partnership with other organisations tackling in and out of work poverty: JRF - Hartlepool s 1m Challenge to reduce food, electric, gas and water costs & increase benefit uptake money in the pocket Food and Fuel Fairs Advocates, DHP, LWS, School uniform and Hartlepool Food Network
Learning from Thirteen - Housing Perspective Lisa Graham UC Support Team Leader
Thirteen s UC Experience Live Service - 2013 Full Service 2016 - Hartlepool Dec 16 Stockton July 18 New Claims Data: July Hartlepool 64, Stockton 87 August Hartlepool 47, Stockton 164 September Hartlepool 48, Stockton 161 Live To Full Service Migration Stockton Sept 18 / Middlesbrough approx. Dec 18??
Main Challenges for Thirteen Rent Collection & built-in rent arrears Managing Individual Assessment Periods & Payment Dates Understanding Different Processes Live & Full Communicating with UC - explicit consent Unable to Report Rent Changes Housing Untidy Tenancy Issues Successions Permission to Occupy / Use & Occupation Sanctions Claims incorrectly closed
Portal Digital Rent Verification Positves Prompt Notification / Early Intervention Landlord identified by property upload Quicker & Easier than email / SRS process No more missing requests APA Process easier Trusted Partner Status = APAs always accepted
Portal Digital Rent Verification Negatives No UC claim date Not a communication tool Cannot retrieve data once submitted Duplicate Requests Data must match Portal Data Delays in APA decisions Cannot stop APAs
Alternative Payment Arrangements Issue 1 : Landlord not paid same day claimant Issue 2 : Paid on schedules ran 4 weekly not monthly Issue 3 : payment references not updated for COAs (if same landlord) Re: Issue 3 - can complete an eprs03 form, but issue often continues - advise claimant to report issue via journal.
UC Support Team supporting new claimants up to first payment date Getting Claim Right Waiting Period Payment Date Help make claim/check claim Educate on UC processes / mitigate impact Book ID appointment Help complete To-Do s Obtain payment date & assessment period information Housing Costs declared correctly Identify bedroom tax issues Apply for LA DHP Identify & address other potential issues non deps, health, WCA Identify vulnerability & apply for APA HB maximized + 2 week run on Apply for Council Tax Support Refer to Money Advice Team for help with legacy benefit issues Discuss UC entitlement, rent liability & expectations Inform Neighbourhood Officer Food and Utilities - help access crisis support Other financial assistance apply for furniture packs, white goods etc, where eligible Advance apply if unavoidable Provide budgeting advice to keep advance to minimum Continue education on UC processes /claimant control Continue to identify vulnerability Identify & report welfare rights issues Re-confirm UC entitlement, rent liability & expectations Refer for Money Advice Team for help with legacy benefit issues Update Neighbourhood Officer Check UC award & take rent payment Agree & set up future payment methods eg. DD Continue support until ongoing UC issues resolved Record date Managed Payment due date, period covered for recovery processes Advise on claim management Promote Money Advice Team for future support
Worth a Mention: Migration : Live to Full Service & Managed Migration - strict timeline to respond EEA nationals satisfying R2R Intention to Claim
Universal Credit Specific Impacts on Middlesbrough and the Council Mark Symmonds Support Services Manager 3 rd October 2018
Agenda Impact on Council Tax Collection Impact on HB & Council Tax Reduction Caseload Expected UC Volumes Digital Claiming Predicted Demand Universal Support Personal Budgeting Support Payment waiting times Impact on Support Services / Hardship Funds Managed Migration of existing UC claims MBC Preparations so far
Impact on Council Tax Collection Some significant issues which make collection of Council Tax more difficult Waiting times for UC timely payment of Council Tax Any UC losers have less income to pay Fluctuating income means Council Tax recovery continually reset Deductions of Council Tax debt from UC low priority on list of attachments Newcastle CC experience (full service since May 16) Overall in year collection for Council Tax 2017/18 was 96.9% C Tax collection rate for those on CTR with universal credit is 72.9%
Cancelling Housing Benefit claims and recalculating Council Tax Reduction Housing Benefit cannot be paid when UC is in payment Staff in Revenues and Benefits will be contacted by DWP and asked to cancel HB When UC is claimed, this does not automatically lead to a Council Tax Reduction (CTR) Claim Claimant MUST claim CTR; https://www.middlesbrough.gov.uk/benefits-and-council-tax/housing-benefitand-council-tax-reduction/make-claim-online Council are reviewing processes to make it easier to get CTR
CTR Caseload Newcastle CC CTR Full Caseload 2014/15 2015/16 2016/17 2017/18 At 31.05.18 CTR Full Caseload 33,134 31,938 30,842 30,978 32,306 Year on year change - 1,196 1,096-136 -1,328 Overall is a reduction over 3 years 828 Working Age Caseload 20,293 19,824 19,229 19,920 21,344 Year on year change - 469 595-691 -1,424 Overall is an increase over 3 years -1,051 Pension Age Caseload 12,841 12,114 11,613 11,058 10,962 Year on year change - 727 501 555 96 Overall is a reduction over 3 years 1,879 26
Axis Title Newcastle Working Age HB Caseload Reduction 22000 Working Age Caseload 20000 18000 16000 Working Age Caseload 14000 12000 10000
Oldham Decrease in HB Caseload 14000 OLDHAM ACTUAL WORKING AGE CASELOAD 13000 12000 11000 10000 9000 8000 7000 6000 5000 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18
03.04.2017 10.04.2017 17.04.2017 24.04.2017 01.05.2017 08.05.2017 15.05.2017 22.05.2017 29.05.2017 05.06.2017 12.06.2017 19.06.2017 26.06.2017 03.07.2017 10.07.2017 17.07.2017 24.07.2017 31.07.2017 07.08.2017 14.08.2017 21.08.2017 28.08.2017 04.09.2017 11.09.2017 18.09.2017 25.09.2017 02.10.2017 09.10.2017 16.10.2017 23.10.2017 30.10.2017 06.11.2017 13.11.2017 20.11.2017 27.11.2017 04.12.2017 11.12.2017 18.12.2017 25.12.2017 01.01.2018 08.01.2018 15.01.2018 22.01.2018 29.01.2019 05.02.2018 12.02.2018 19.02.2018 26.02.2018 05.03.2018 12.03.2018 19.03.2018 26.03.2018 Oldham Increase in workload 1800 Oldham Council - UC Documents received by HB Service April 2017-18 1600 1400 1200 1000 800 600 400 200 0
Average number of UC Claims per week Impacts in Oldham Volume of UC claims 400 Average UC Claims per week 2013-2017 - Oldham 350 300 250 UC FULL Service 200 UC LIVE Service 150 100 50 0 Jul - Dec 2013 Jan - Dec 2014 Jan - Dec 2015 Jan - Dec 2016 1 Jan 2017 to 26 April 2017 27 April 2017-31 May 2017 Jun-17 Jul-17 Aug-17 Sep-17 Average UC Claims per week 78 109 161 153 153 265 268 325 328 346
Digital Claiming 40 Digital Support for New UC Claims in Access Oldham 35 30 25 20 15 10 5 0 New UC Claims in Access Oldham
Impact on residents claiming Universal Credit Digital Claiming Digital System Average claim around 1 hour Max time 3 hours Couples time issue / joining up claims Have to have an email account Identity verification Claiming and managing the UC claim on line Will be sent tasks for completion Security access to get into account (16 digit ID) The Council is a partner with DWP to support on-line claiming and journal use
Middlesbrough Digital Support Middlesbrough House provides full digital support to residents Support also available in council hubs and various council / partner front line services Support ranges from how to log on, to making a full application Also offer support to register for an email account Full digital map created showing support available throughout the town and where located available on Council Website Follow on support available to help customers in making the transition to using digital services MBC s Adult Education Service ACTES Accredited Digital Course
UC Assisted Digital Support
Impact on residents claiming Universal Credit Digital Claiming Press article 12.05.18 - FOI 1 in 5 UC applicants turned down for failure to complete process Failed to book an initial interview by calling helpline within 1 week of claim UC applicant failed to sign their Claimant Commitment
Impact on residents claiming Universal Credit Personal Budgeting Support Personal Budgeting Support (PBS) is about helping claimants manage their money and pay their bills on time as they transition onto Universal Credit The three key changes that Universal Credit brings are: A single household payment A monthly payment Rent paid direct to the claimant The 2 main elements of PBS are: Money advice to help manage money on a monthly basis Alternative Payment Arrangements Delivered by Middlesbrough Council HB Client Team
Impact on residents claiming Universal Credit Payment waiting times Waiting times for a payment Minimum 5 to 6 weeks for first payment but could be longer customers need to claim an Advanced Payment to avoid waiting Advanced payment can be up to 1 full months award (including housing costs) Advanced payment needs to be repaid (up to 12 months) therefore potentially causing ongoing hardship UC Build of claim segmented Work and Pensions secretary David Gauke some claimants have to wait 10 weeks for their money, telling a Commons inquiry that 81% were now receiving their benefit in full within 6 weeks. It means 19% - almost 1 in 5 are not Latest data published on waiting times Feb 2018 (published July 2018) 83% paid in full on time (i.e. after 5 weeks of claim), 97% paid in 13 weeks. Any delays in UC payment may mean residents default on certain financial responsibilities such as council tax, rent, gas electricity etc.
Impact on residents claiming Universal Credit Support Services & Hardship Funds Increased referrals to support services and hardship funds, Foodbank, Welfare Rights, CAB, Homelessness, Discretionary Housing Payment (DHP) DHP Claims UC will not take a claim and forward on Local Welfare Provision Advanced Payments should be claimed prior to claiming from a hardship fund Section 17 payments
Impact on residents claiming Universal Credit Managed Migration Usually starts 13 weeks after go live Existing UC claimants on Live service will have to claim UC Full service Soon (2019-2020?), all legacy benefits affected by UC will transfer on to Universal Credit 39
Middlesbrough Preparations DWP implementation meetings Fortnightly discussions from 2 May 2018 onwards 2-way open and honest discussions To continue until go live and beyond Steering Group with reps from Adult Services Children s Services Internal Communications Welfare Rights Community Safety Community Hubs Financial Inclusion Group Revenues and Benefits
Briefing sessions Members briefing Middlesbrough Preparations 9 staff briefings delivered throughout August 2018 across the town - ensuring internal staff fully aware of Universal Credit Mop up briefing yesterday Taking part in today s seminar Updated webpages with links to www.gov.uk Database created of staff contacts for ongoing UC developments and clarifications
Middlesbrough Preparations FAQ s Document created with list of top 10 FAQ s likely to be queries by residents Document given out at every briefing session for internal staff Will be available in all Hubs / customer centre Live document and will be frequently updated
IN SUMMARY HB will end (eventually) for the majority of claimants Volumes of UC claimants will be much higher than at present Digital Claiming some difficulties but support available Personal Budgeting Support available from Council Waiting times could be longer than at present Hardship funds know what can be claimed and how MAKE SURE COUNCIL TAX SUPPORT IS CLAIMED 43
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