Are you ready for Direct Payments? Jenny Spoor, GreenSquare Group

GreenSquare We provide housing, regeneration, care & support across Wilts, Glos & Oxfordshire. Approx 11,500 properties In addition, we build new homes from social to outright sale & have an in house gas company.

DWP Project Methods of communicating with residents Methods of supporting residents with complex needs Tested direct payment of housing benefit to residents NOT Universal Credit Test the impact of a range of trigger points

DWP Direct Payment Project 6 Local Authority Areas – 4 England, 1 Scotland and 1 Wales All participants were working age Not Supported Housing We worked in conjunction with Oxford City Council. Approx 400 of the 2000 residents

Preparations Hugely resource intensive A collaborative approach Changed our pre tenancy process Nervousness around Direct Debit payments Increase in arrears generally prior to project starting

DWP Project “I’ve previously had money problems” “I’m on benefits and can’t budget very well” “I do not have or want a bank account” “I have already stated I have problems with management and I was told I had no choice, so I will try” “Direct Debit will make it easier for me.” Pre Project – Key Themes

DWP Project Resident, age 32, held a tenancy since 2009; Mr X was registered disabled; he suffered paranoia and had other learning difficulties; Mr X did not have a bank account, so we assisted him in doing this; Bank account was not activated properly, therefore benefit was not paid in; After lots of hand holding, Mr X activated this and benefit was backdated. Case study – Mr X

DWP Project Arrears cleared via bank card, then Direct Debit payments set up; We provided lots of reassurance and support and reinforced this would not ‘go away’; Mr X would approach us when he did not understand anything; this trust was very important in this case; Main learning point in this was Mr X could and did manage this, after initial, intensive support. Case study – Mr X

DWP Project Mrs A completed an application form for a basic bank account, but had no ID; Neighbourhood & Support Officer worked with her to get this, but at each visit, there was also other issues to address; In total around nine hours were spent on this case…and the bank account had still not been opened at that point. Case study – Mrs A

Customers’ experience Change in relationship. Vulnerable residents are capable. Wide variety of payment methods. Most people paid something.

Key Lessons Preparation, preparation, preparation! Technology v resources.

Key Lessons Arrears module – is this fit for purpose? Know your customer and target communication accordingly.

Key Lessons Vulnerable residents are capable; Change of culture – are your Board and staff ready? Who will do what? It will cost us, so what are your priorities? Keep it simple.

Any questions?