1. WWH Universal Credit Experience Michael Halloran Housing Manager Wales & West Housing

2. About WWH  10,000 homes and more than 17,000 residents, almost half of whom are over 60 years old  Over 3,000 homes dedicated for older people  Geographically dispersed – in 12 counties across Wales

3. Welfare Reform Impact led us to recruit specialist staff Provided valuable learning Way we work complemented new staff Made sure all relevant staff were aware Made it everyone’s responsibility

4. Universal Credit Went live in Wales (Shotton) in April 2014 743 properties in Flintshire, 606 general needs Estimate was that maximum 70-80 residents affected Kept in contact with LA and attended meetings organised In October 2014 we became aware of first UC claimant 5 cases to date

5. Our first 1 st UC case HB change led HO to contact. TSO worked with resident to ensure info submitted and appointments kept to APA agreed by DWP end of Oct 14 but not actioned until Feb 15 payment Resident engaged and passed on housing payments (though lesser amount at Xmas) Information confusing and contradictory Labour intensive From Mar 15 resident in sync slightly less arrears

6. Case study 2 Resident contacted us in response to a letter regarding lack of payment – end of Oct 14 Did not want assistance though kept in contact HB and UC appear to have overlapped Resident started work in Jan 15 Moved Feb 15 – no arrears on account and payment

7. Case Study 3 Weekly rent payments stopped Nov 14 APA requested and also deductions – turned down 1 st payment to resident – not passed on in full Initial confusion with first rent payment Resident started work Jan 15 – weekly HC now straight to WWH

8. Issues Communication – multiple departments Confusion of staff Not receiving what we were expecting CTR does not get picked up and HB can be overpaid Entitlement letters Personal Budgeting Support (PBS)

9. Learning Make sure key staff are aware of UC. Ensure that HB are notified so that claim can be stopped but CTR remains in payment. Assume first UC payment is going directly to resident and set up payment schedule with resident.

10. Questions