Universal Credit in Scotland conference Glasgow Royal Concert Hall 9 th December 2015
facilitators for the day: Pete Searle Strategy Director, Working Age Benefits - DWP Mary Taylor Chief Executive Officer, Scottish Federation of Housing Associations
Neil Couling Director General, Universal Credit Programme, DWP
DWP IN SCOTLAND Denise Horsfall Director, DWP in Scotland
DWP in Scotland We are organised to enable citizens in Scotland to make a claim and receive payments; and employability support to move into work or closer to work. For Universal Credit there are a number of Service Centres across the UK, including Scotland, who are providing a virtual service for the receipt and payment/maintenance of claims. We also operate employability through face to face services in over 90 Jobcentres across Scotland from Portree to Penicuik, From Lerwick to Annan Through that local presence we also work in partnership with local services who also have either an interest or impact on the customers we see. Your local face and partner is the District Manager in each locality: Etta Wright; Catriona Morton; Ken Bramham and Ian Fraser and their teams. Department for Work & Pensions
Shape of the next session Jim McGonigle who is the Scotland operational lead for Universal Credit will take you through some headlines around what has happened to date as we have rolled out Universal Credit together in Scotland. Graham Mowat, our Head of Service Centre in Glasgow, will take you through the development of the Service Centres and next steps I am sure you ll have plenty of questions for us to answer now or take away. Department for Work & Pensions
UC in Scotland: Current Status
Graham Mowat UC Live Running, Scotland DWP Jim McGonigle Group Implementation Lead for Scotland, DWP
Expansion Rollout: Current Status Jim McGonigle Service Centres Graham Mowat
Scotland Update UC Caseload* UC Starts** Live UC sites Local Authorities Scotland 13 303 14 319 73 25 East & South East Scotland Glasgow, Lanarkshire & East Dunbartonshire 3869 4019 17 8 5069 5208 23 3 North of Scotland 1664 2291 17 8 West of Scotland 2701 2801 16 6 Sites to roll out LAs to roll out Scotland 21 7 East & South East 7 1 Scotland Glasgow, Lanarkshire 1 1 & East Dunbartonshire North of Scotland 5 2 West of Scotland 8 3 * & ** as at October 2015 *Caseload: A Universal Credit claimant is recorded as being on the caseload if they have started Universal Credit and are not recorded (up to the reporting point) as having terminated their Universal Credit spell. **Starts: A start to Universal Credit is defined as an individual who has completed the Universal Credit claim process and accepted their Claimant Commitment. These figures include all starts to Universal Credit.
Service Centres 1. Performance General Housing & APAs 2. UC Housing Improvement Plan Status Current Priorities Next steps 3. Liaison arrangements
Universal Credit Devolution of Administrative Powers Ann McVie Social Security Policy and Delivery Division
Universal Credit Scotland Bill Gives Scottish Ministers powers over support for costs of rented accommodation Gives Scottish Ministers powers over to whom and when UC is paid Sets out requirements for Scottish Ministers to consult the Secretary of State on practicalities Gives powers to the Secretary of State to change timescales for implementation by regulation having consulted Scottish Ministers
Universal Credit - Housing Element Power to vary the housing element of UC (including varying the under occupancy charge) is set to be devolved to the Scottish Parliament through the Scotland Bill Scottish Ministers are committed to using the new powers to ensure that no-one has their UC reduced as a result of the removal of the spare room subsidy Currently covering all losses in Scotland by providing funding to local authorities for Discretionary Housing Payments (DHPs) 90 million since 2013 to help around 72,000 households DHPs will still be needed for people on Housing Benefit
Universal Credit Scottish Flexibilities Powers to change the way UC is paid are set to be devolved to the Scottish Parliament through the Scotland Bill The Scottish Government has made clear its priorities of implementing UC flexibilities as soon as possible are: payment of the housing costs element directly to social landlords more frequent payments to the claimant (twice monthly as opposed to monthly) The third flexibility offering a split payment rather than one household payment of UC will be reviewed later following the passage of the Scotland Bill
Scottish Flexibilities Why? The flexibilities will provide Scottish claimants with more choice about how they manage their UC account To make the changeover to the UC regime easier for claimants in Scotland To protect tenancies and prevent an increase in homelessness To help with budgeting and reduce build-up of rent arrears and other debts These flexibilities will be presented to the claimants as a choice But, where someone currently gets their rent paid direct to the landlord, they will be encouraged to continue with this arrangement
Scottish Flexibilities Where are we now? We are working closely with the UK Government to ensure smooth transfer and implementation of the new powers As soon as the Scotland Bill has been enacted, we plan to consult on regulations to implement the UC flexibilities Meantime, we are working with DWP to assess the operational, technical and financial impacts of implementing these flexibilities Held a joint Scottish Government/DWP workshop on 6 November where we discussed the policy specification of what we want the UC flexibilities to deliver - are continuing to work with DWP on this Scottish Government visited DWP on 20 November at Glasgow Benefits Centre where further discussions were held on implementation of the flexibilities. This helped SG staff to understand the potential practical impacts of making changes to UC in Scotland.
Scottish Flexibilities Future Challenges Getting Fiscal Framework agreed & Scotland Bill through in good time Developing processes which add minimal additionality and complexity to make them as simple as possible for claimants, staff and to help keep the costs to Scottish Government as low as possible How to capture data on Scottish flexibilities given DWP s own Alternative Payment Arrangements. Virtual network will all DWP service centre staff needed to be trained on Scottish flexibilities? How best to manage migration of existing Scottish UC claimants onto Scottish flexibilities?
Break-out Sessions
Personal Budgeting Support and Trusted Partners Sandra Robinson Elaine Baker
Personal Budgeting Support
Personal Budgeting Support - Context REQUIREMENT FOR A PERSONAL BUDGETING STRATEGY IS DRIVEN BY THESE CHANGES Aim is to help people to be able to manage their own finances successfully, whether they are in or out of work; Housing costs direct to tenant Single payment to household Monthly Payment PBS is transitional it s the support people need as they move onto UC; it s about making people financially independent and ready for work
Personal Budgeting Support - Overview Alternative Payment Arrangements Claimants managing their money Money advice Financial products
The role of the Work Coach Work Coaches are: Engaging with all households at their work search interviews to assess financial capability. Where appropriate this includes making: Personal Budgeting Support appointments for advice and identifying if an Alternative Payment Arrangement is necessary. e.g. APAs are not just for housing: more frequent and split payments too. Encouraging access to local support services as they reinforce the connection between work readiness and good money management to help households break down barriers and move into work faster so they can earn more.
Money Advice What s available: Advice services offered by external organisations Online budgeting tools provided by external organisations UC Personal Planner on gov.uk Financial products Up to 1.3 million potential UC claimants currently do not use a transactional bank account to manage their benefit payments Working closely with HMT, who announced last December that nine banks and building societies have made a voluntary commitment to improve basic bank accounts
Alternative Payment Arrangements For a minority of claimants, alternative payment arrangements may be required: these might include: paying the rent directly to the landlord Making more frequent than monthly payments Splitting the payment within the household An option to make rent payments direct to the landlord if a claimant reaches a certain level of rent arrears APA s review period is between 3months and 2 years, depending on an individual s circumstances APAs are based on a set of risk factors
Continuous Improvements for Landlords Notifying Social Landlords when a UC claim is made Direct phone line for urgent cases New email route for rent arrears APAs Disclosure of information to landlords APA Automation Landlord support pack and Money Advice Service landlord portal
Working with Landlords We are continually improving as Universal Credit expands, and are committed to working closely with landlords, learning as we go, implementing and communicating service improvements. We have worked particularly closely with the social rented sector supported by the representative trade bodies. In September 2013 DWP established a Core Landlord Forum that meets regularly resulting in joint outcomes such as: encouraging and supporting landlords in preparing their tenants for Universal Credit We hold round table events to communicate information to the private rented sector.
Universal Credit and Trusted Partner Pilot The Trusted Partner Pilot seeks to test the proposal whereby social landlords make a recommendation to DWP that an alternative payment arrangement is appropriate for one of their tenants. The recommendation will trigger an APA with immediate effect and will be implemented in good faith by DWP. The majority of alternative payment arrangements will be temporary and claimants will be supported so that they are able to manage the standard UC payment in the future. Trusted Partners will carry out reviews and notify the DWP when claimants are ready to receive their standard monthly UC payment. Purpose of the Pilot To understand whether the end to end process adds value to the current UC process and offers a better experience for the claimant. To understand how the concept affects TP organisations.
Trusted Partner Role The role of a TP is to assess claimants support needs and identify those unlikely to cope with the changes that UC brings. The TP can recommend Alternative Payment Arrangements (APA) for claimants who are unlikely to pay their rent. These APAs are temporary and will be implemented in good faith in the UC Service Centre. TPs refer tenants to the appropriate support in particular money advice. RSLs will get to know their tenants to make recommendations based on current information. TPs will monitor tenants progress towards managing their rent payment, undertake regular reviews of their support needs and move them on to regular UC payment arrangements as soon as they are ready.
Universal Credit and Trusted Partner Pilot Trusted Partner Proof of Concept Pilot March 2015 8 weeks Approval to progress to national pilot Phase 1 started 28 September 2015 Gathered Expressions of Interest for the pilot Phase 2 on gov.uk Aimed at obtaining a representative sample of LAs, ALMOs and Housing Associations Different organisational sizes Rural and urban spread The expression of interest ran for two weeks from 30/10/15 to 13/11/15 identified a shortlist of 20 landlords who we are in the process of meeting to discuss pilot commitments in more detail Phase 2 go live early 2016
Universal Support Ruth Calladine Susan Johnston
Universal Support delivered locally The Local Support Services Framework (LSSF): now Universal Support delivered locally was developed to acknowledge that some people will need additional help in making and maintaining a claim for Universal Credit. In particular support must be in place to help claimants who are new to monthly budgeting or to getting online to manage the transition to the full UC service.
Local Authority led Pilots - Findings Digital inclusion Budgeting and financial management support Work access Vulnerable groups and the triage process Partnership development Data sharing
11 Universal Support Trials Argyll and Bute Blaenau Gwent Carmarthenshire Dundee City Derby City Dundee City Islington Lambeth/Lewisham/Southwark Northumberland & South Tyneside Argyll and Bute Derby City Northumberland and South Tyneside West Lindsey, City of Lincoln, North Kesteven & Lincolnshire South Staffordshire South Staffs West Lincolnshire Westminster and RB Kensington & Chelsea Carmarthenshire Blaenau Gwent Westminster and Royal Borough of Kensington and Chelsea Islington Lambeth/ Lewisham/ Southwark
Interim report June 15 This report sets out interim findings from the independent evaluation of the Universal Support delivered locally trials. Key Points Telephone contact appears to have been effective Face-to-face engagement appears to have been generally successful in reaching harder-toreach claimants Triage - Trials operate either one-stage or two-stage triage processes Digital and PBS - only limited digital and budgeting provision in place so it is too early to draw conclusions on what is working for whom. 13 July 15 Interim report shared on Learning Network and following initial Webinar.
Universal Support delivered locally: Next Steps (1) DWP is considering its future approach to Universal Support. The Local Support Services - now Universal Support delivered locally - Strategy will be reviewed in 2016 in consultation with key stakeholders to support roll out of Full UC Service in 2017 This will draw on the evidence from the Final Evaluation Report from the 11 Universal Support delivered locally trial areas across England, Scotland and Wales due Spring 2016. It must include specification of common USdl service requirements based on the evidence of claimant and business needs emerging from the Trials evidence It must contain clear messages about the core USdl offer and funding and set a strategy that allows for alignment with wider support to vulnerable claimants and those with complex needs
Universal Support delivered locally: Next Steps (2) The Local Support Services - now Universal Support delivered locally- Strategy will be reviewed in 2016 in consultation with key stakeholders to support roll out of Full UC Service in 2017 It will take into account new Devolution needs emerging from SR2015 Similarly it will take into account any future funded Expanded Universal Support requirement We will also learn from Universal Credit Live Service where DWP, LAs and other partners have signed 280 Delivery Partnership Agreements to deliver Personal Budgeting Support to help with money management, and digital support to help claimants make and manage their claims on-line and improve their digital skills.
Universal Support delivered locally: IDP PoC The revised Strategy will also learn from the USdl Incentive Driven Payment Proof of Concept (IDP PoC) trial supporting claimants in UC digital service in Croydon and London Bridge. This aims to: Incentivise Local Authorities to deliver faster, more cost effective outcomes for Universal Credit claimants Establish this in a live digital delivery environment; and Confirm the digital user needs of our Universal Credit claimants and identify which sector is best placed to deliver them Trial Testing Croydon Local Authority Assisted Digital Support trial started on 30 September 2015 for 6 months. The LA receive one payment for claimant start on support Southwark Local Authority Personal Budgeting Support trial started 4 November 2015 and will last 6 months. The LA receives one payment (40%) for claimant starts on support and the balance (60%) when the claimant completes the support Evaluation Final evaluation will be undertaken in April 2016 with the final evaluation available by the end of May 2016
Universal Support delivered locally: Exercise Please think about delivery of US dl to date from strategy to delivery and how well it meets claimant and business needs: Strengths/weakness What lessons must we learn going forward to ensure claimants are supported alongside the full UC Digital service? Opportunities /threats What are the big emerging themes for delivery in Scotland? Thanks for your feedback. Further comments welcome to ruth.calladine@dwp.gsi.gov.uk