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WELCOMEHow to mitigate the impact of Universal Credit on rent collectionThe webinar will begin at 10am
Organised by: Sponsored by:
Organised by: Sponsored by:Opening remarks from the ChairEmma Maier, Editor, Inside Housing
Organised by: Sponsored by:Sue Ramsden, Policy Leader (Welfare Reform), National Housing Federation
Sue Ramsden
Policy Leader
March 2015
Universal Credit
Federation’s work
Timetable
Nov 2014 UC extends to families in Warrington and Wirral (new claims).
End of 2014 UC live in all JCPs in NW and Hammersmith, Bath, Rugby, Harrogate, Inverness and Shotton.
Jan 2015 UC extends to families in all existing live sites.Tranche 1 – 26th Jan – Some areas in NW and Hammersmith, Bath, Rugby, Harrogate, Inverness and Shotton.Tranche 2 – 2nd March – remaining areas in NW.
Feb 2015 – March 2016
National roll out to all JCPs – new claims from single people without children.Tranche 1 (Feb – Apr 2015) 150 JCPs Tranche 2 (May – Jul 2015) 160 JCPs Tranche 3 (Sept – Nov 2015) 180 JCPsTranche 4 (Dec 2015 – Mar 2016) 110 JCPs
May 2016 – Dec 2017
National roll out to all new claims and claimants with change of circumstances
Jan 2018 – Dec 2019
Managed transfer of legacy benefit claims including housing benefit, JSA and IS
Universal Credit
Culture change
Single payment
Monthly payment
Direct to tenant
Online
Supporting work
Conditions and
sanctions
Assessment period
Housing element
Liable rent and eligible
service charges
MinusAny under-occupation deduction
Minus
any Housing Cost
Contribution (HCC) from
non-dependants
For social sector tenants the housing element will be:
Alternative payment arrangements: process
Need for APA/ budgeting support identified in the Job Centre
And/or landlord fills out APA form and send to:
Freepost Plus RTEU-LESU-EXTJ Universal Credit Post Handling Site B Wolverhampton WV99 1AJ
Same form can be used to apply for third party deductions.
• Use escalation process where needed
• Understand role of service centre and JCP work coaches
• Use information from data sharing
• What support is available locally?
• What information does tenant have to verify claim?
Third party deductions
• Applied for on APA form
• Rent arrears 10-20% of standard allowance
• No more than 3 deductions in total
• No more than 40% deducted in total
Priority list
Rent arrears 10%
Rent arrears 10%
Data sharing – name, address and date of claim from 16th Feb
Preparing for UC
• What do you need to know? Now and at different stages of roll out?
• Can you record/retrieve information needed from your management system?
• Sharing data – how, when and with whom?
Knowing your tenants
• Who needs training and in what? • Does your organisation have the right skills (digital inclusion,
financial inclusion, debt management)?• How do you make better use of staff resources? • Do you need to review staff structures? Do teams work together?
Can people access the right information and share information?
Working with Staff
Preparing for UC (2)
• What is your message? • Are your communications consistent internally and with JCP,
LA etc? General v targeted messaging?• Automated v driven by staff?
Communications
• How can you make sure that UC claim covers correct amount of rent/eligible service charge?
• How easy is it for tenants to pay rent? How will tenants and systems cope with monthly payments in a weekly rent regime?
• Do you need to adapt your IT or finance system?• Do you need to review your arrears procedure?
Rent collection
Preparing for UC (3)
• Who are your stakeholders?• How do you build good relationships?• Do you have means to share information and learning?• What about support to get people into work?
Building relationships with stakeholders
Resources
Learning from North West• Video: Housing association experiences• Reports: Universal Credit One Year In,
Early learning from the North West pathfinders• Tips: Preparing for Universal Credit
DWP (Universal Credit and rented housing) • Landlord support pack• Frequently asked questions• Service charge guidance• Rent arrears form
Contact
Sue Ramsden
National Housing Federation
020 7067 1080
Further information: www.housing.org.uk/welfare
Sign up to our newsletter
Join us on LinkedIn
Organised by: Sponsored by:Vivian Davies, Director of Rent and Collection, Family Mosaic
25,000 Homes
London£240m Income
June 2012To
December 2013
Southwark
500 Tenants 1,500 Southwark
Demonstration Project
HB Direct
we can
Key Learnings
• Staff skills
• Transactions Costs
• Resource?– Technology/Data
• Preparation – Direct payment
• Did not know our customers
we can
Staff Skills
Customer Focus
Negotiating Skills
Call R
ecor
ding
Recruitm
ent
NB
Training
we can
Transaction Costs
Technology
Expected Payments
Focus on pace, low level
interventions
Texts – in advance as well as chasing
we can
Big Issue / Experian
Rent paid =
positive rating
Risk profiling
Rental Exchange
Preparation & Risk Management
Timetable to 2019
so
4 years
HB Direct
in line with DWP UC rollout
timetable
Preparation
Re-engage with
our customer
Organised by: Sponsored by:Graham Darby, Head of Customer Service North East, Home Group
Universal Credit – Mitigating the ImpactGraham Darby, Head of Customer Service North East
Introduction Home Group, a social enterprise and a charity with a turnover of over £325m, is one of the UK’s largest providers of high quality housing and supported housing services and products.
Home Group's role is to provide general needs housing, supported housing services, and home ownership options targeted towards helping some of society’s most vulnerable people take control of their own lives:
Home Group houses over 120,000 people a year, managing 55,000 homes in over 200 local authority areas in England, Scotland and Wales.
Each year this includes working with almost 30,000 vulnerable people through 500+ supported housing, justice and health services
Income Protection: Our Key Themes
Protect our Customers and Clients and we Protect Our Income
Predict Prevent
Manage
Recover
Predict
• A theme that provides focus for the business on our ability to predict financial vulnerability and therefore target support and intervention:
• Profiling of customer segmentation to incorporate better targeting of:• Direct Debit campaigns• Identification of customers already in financial distress• Early warning indicators of customers in danger of increased rent
arrears• Identification and prediction of where we’re likely to see increased
former and current tenant arrears.• Changes to allocations processes:
• I&E assessments• Align size criteria with under-occupancy charge criteria
Predict Prevent
Manage
Recover
Prevent
• A theme that provides the ability to intervene at the earliest possible stage to avoid arrears and ensure we offer best ways to pay on time:
• Collections Academy – core behavioural change programme• Paperless DD• Customer Service Partner roles – income maximisation• Manage Payments• Step Change debt advice partnership• Campaign to target colleagues and customers understanding
Predict Prevent
Manage
Recover
Manage
• A theme that provides the ability to ensure our arrears process is ready for UC
• Arrears process streamlining• Remove wasteful or repetitive processes
• Prioritisation modelling of arrears activity (80:20)• Reduce case stagnation• Increase accountability
• Call to Collect• Outbound dials – automation• Customer call back through immediate response• Text• Increased call volume to CSC• Reduces FTE demand vs traditional model
Predict Prevent
Manage
Recover
Recover
• Provides the ability to claw back and recover debts if the customer moves on:• Improved former tenant arrears processes – 2015• Switchback/Clawback processes – now “Rent
Arrears” processes
Predict Prevent
Manage
Recover
Key Points
• Fail to prepare, prepare to fail!• Collections Academy• Customer, Client and Colleague Campaign• Roll Out Support Pack for colleagues • Income Maximisation roles• Partnership with StepChange Debt Charity• Managing Your Money Packs including Budgeting & Bank Account
Information• Paperless Any day Direct Debit • Customer and Client Profiling• Call to Collect – outbound dialler and texts to reminder of payment due• Review of existing arrears process and reporting• Commercially caring approach
Organised by: Sponsored by:QUESTIONS &ANSWERS
Organised by: Sponsored by:Closing remarks from the ChairEmma Maier, Editor, Inside Housing
Organised by: Sponsored by:THANK YOUThe webinar is now closedA recording of the webinar and slides will be available to download from the IH website shortly