1. Universal Credit Digital Service 14 March 2017
Gwyn Gascoigne – Head of Income Management

2. Agenda Universal Credit – the numbers so far
Full digital Service – The Midlands
Partnership Working
Communications Strategy
Arrears Management & Reporting
Other Preparations
Constant Review
Questions

3. Universal Credit – the numbers so far
DWP state 450,000 UC claimants live and 12,000 new applications a week
emh homes has 150 UC claimants
84 APA’s have been requested
112 are reducing arrears or have a clear account
35 already have court orders
Arrears on UC cases are 16.6% against 2.82% across all cases

4. Full Digital Service – The Midlands
Currently in Corby, Daventry, Harborough and Melton
Erewash moves to full service in May 2017
Affecting all new claims and changes in circumstances to the 6 legacy benefits
emh homes has around 5500 properties in Erewash
3288 residents are working aged and could be affected
arrears could increase by £2,484,408 based on 8 weeks arrears

5. Partnership Working Money Advice partnership with Erewash BC
Secured almost £11k to deliver service from December to 31 March 2017
Negotiating funding arrangements from April onwards
In 12 weeks customer gains were almost £30k – more than covering the cost of the service
Partnership agreed with Working Links – support provider to help people into employment
Covering all 4 major Midlands based counties (Derbyshire / Leicestershire / Northamptonshire / Nottinghamshire)
DWP preferred provider for employment support in these regions

6. Communications Strategy
Website – to provide updates on the latest information particularly in Erewash – bite size videos to be developed
Letters to residents 2 weeks before full service goes live with our pocket guide
Attending resident group meetings in Erewash to advise on impact and what to do
Facebook and Twitter – using local Facebook groups to post messages and our twitter account
Promoting our partnership arrangements for money advice and employment support via local scheme notice boards
Stakeholder fact sheet being developed to support with signposting

7. Communications Strategy
Bespoke staff training being developed for all service providing areas
Using our footers and calling cards to promote key messages
Local community events – promoting money advice and UC
Use existing customer profile information to support targeted s / texts on UC
Further promotion of our self service portal – to access rent statements etc
Key information to be provided as part of the allocations process
Monthly meetings with key partners to co-ordinate activities

8. Arrears Management & Reporting
Orchard Housing Management software
UC, Under Occupation, Benefit Cap, DHP and APA recording functionality
Limited capacity presently to manage arrears cases differently – further system development discussion due in May
Further development of our Self Service Portal due on the summer
Reporting currently via a spreadsheet – reporting functionality in our next update
Planning to report on arrears by UC full service and arrears overall to monitor the impact

9. Other Preparations Reviewed our pre tenancy risk assessment
Considering other partnership arrangements to offer low cost internet service provision, digital support and tenancy support
Already notified DWP of all existing claimants rent variation
Promoting rent in advance
Promoting Direct Debits
Piloting re-occurring payments via debit cards with allpay

10. Constant Review
New information is published weekly by the DWP and others
Changes announced to under 22’s being exempt from housing element of UC
Families with 3 or more children will remain on legacy benefits
Test and Learn will also be our approach
We will continue to benchmark our performance and practices with others
Further roll out in the Midlands in North West Leicestershire, Blaby and Leicester due in Feb / March 2018 and Northampton in July