1. Jacki Williams – DWP Partnership Manager
Universal Credit Full Service
In Plymouth October 2017
Jacki Williams – DWP Partnership Manager

2. Universal Credit Full Service
It’s a whole service – work and benefit in one integrated proposition
It’s built from user needs (claimants or agents)
It’s empowering to users, putting their data and the responsibility for it in their hands
It’s built by a multi disciplined team all focused on the outcomes and purpose of UC
It’s delivery is reprioritised all the time based on evidence of efficiency and effectiveness
Universal Credit Full Service has been built using extensive testing, feedback and input from customers, partners and stakeholders. This learning has helped design a service that has been built on evidence and with each function built with the user in mind. We have worked closely with the Local Authorities and Social Landlords to help develop and improve the system.
Building as we learn
We are developing a version of the service that provides learning about how users interact with the product in a live environment.
It is not a finished product, new features are being added to it all the time (fortnightly releases).
The learning and insights gained and user feedback helps shape the future service
What are we testing
User - Claimants have a positive experience - Staff can operate service - Both feedback into future design choices and design choices are met with understanding.
IT - That the service works That we can pay people on time with the right amount
Policy - That the service upholds the policy intent and staff have learnt and understood Universal Credit’s intent

3. ELIGIBLE CLAIMANT TYPES
Housing Benefit
Child Tax Credits
Income based JSA
Working Tax Credits
Income Support
Income based ESA
The service will be available for all claimant groups from the start.
The Full Service:
The service will incorporate all claimant types making a new claim, and reporting certain changes of circumstances.
The online account means everyone has an individual log in, including partners, although their claim is as a household
It has always been the intention to have an online element for Universal Credit
Important Welfare reform changes April 2017
The policy to limit the child element of tax credits and Universal Credit to two children is planned for 6 April From this date DWP will direct new claims from families with more than two children to Tax Credits until November Thereafter, new claims from families with more than two children will be taken through Universal Credit. Families already on Universal Credit who have a third child after April 2017 will remain on Universal Credit and receive two child elements.
Additionally, the policy to remove the higher rate of child element for the first child in Universal Credit will only apply where the first child is born after 6 April 2017, aligning the treatment of families within Universal Credit to that in Tax Credits.
The service will initially be available to claimants making a new claim, or certain changes in circumstances.

4. What is different about UC?3

5. Natural Migration Triggers Examples
Move from out of work to in work
Current JSA(IB)/ IS claimants, or their partners, who increase their working hours or start work such that they no longer meet the conditions for JSA/IS are no longer able to make a new claim to Tax Credits if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit. Those with an existing Tax Credit claim can continue to claim Tax Credit
Move from in work to out of work
Current WTC claimants whose hours reduce to less than 16 hours per week are no longer able to make a new claim to JSA(IB) or IS if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit.
Move from out of work to sick
Current JSA(IB)/ IS claimants are no longer able to make a new claim to ESA(IR) if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit.
Move from sick to out of work
Current ESA(IR) claimants are no longer able to make a new claim to JSA(IB) or IS if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit
Move from sick to in work (or permitted work becomes permanent)
Current ESA(IR) claimants are no longer able to make a new claim to Tax Credits if they live in a Universal credit Full Service area and should be advised to make an online claim to Universal Credit. Those with an existing Tax Credit claim can continue to claim Tax Credit
Move from in work to sick (reduction in hours due to sickness)
Current WTC claimants are no longer able to make a new claim to ESA(IR) if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit.
Household becomes responsible for a child for the 1st time
Claimants living in a Universal Credit Full Service area are no longer able to make a new claim to Tax Credits and should be advised if they wish to claim for additional financial support because they have a child living with them to make an online claim to Universal Credit. Those with an existing Tax Credit claim can continue to claim Tax Credit
Claimants separate
For example where a current joint tax credit claimants who separate and live in a Universal Credit Full Service area are unable to make a new claim to Tax Credits as a single person. Claimants should be advised to make an online claim to Universal Credit if they continue to require additional financial; support if they have (a) child(ren) living with them or are on a low income.
IS lone parent child U5 reaches age 5/ permanently leaves household
Current IS claimants are no longer able to make a new claim to JSA(IB)/ ESA(IR) when their award to IS ends if they live in a Universal Credit Full Service area and should be advised to make an online claim to Universal Credit.
HB claimant moves from LA into a Universal Credit Full Service area LA
Existing HB claimants who move into a Universal Credit Full service area LA are no longer able to make a new claim to HB in the new LA area and should be advised if they wish to continue to obtain financial support with their rent to make an online claim to Universal Credit.
Stopping an existing claim when a claim to Universal Credit-Full Service is made
If a new claim to Universal Credit Full Service is made and there is a current JSA(IB)/ ESA(IR)/ IS/ HB or Tax Credits claim. Universal Credit Full service will contact Benefit Centres/Local Authorities and/or Her majesties revenues and customs to stop the existing claim.
The trigger for the new service will be claimants making a new claim who would previously been eligible to make a new claim for Income Based JSA, IS, ESA, WTC, CTC, and HB.
Natural migration to Universal Credit will occur when a claimant in receipt of an existing benefit has a change of circumstance that ends their existing claim;
It is not possible to give a definitive list of changes that may trigger a claim to Universal Credit because it depends on the individual circumstances of the claimants involved. 
**Important** It’s not a new requirement for a claimant to make a fresh claim to benefit where there has been a significant change of circumstance. It’s always been the case that major changes of circumstances require claimants to make claims to a different benefit or additional benefits. This would mean their entitlement is re-calculated based on a new set of rules.

6. As we learn to develop the use of digital, and on line services for both our staff and our claimants, the service starts to evolve, but still with the use of different digital platforms and solutions.

7. Claimant opens account to claim UC online
Claimant opens account to claim UC online. It’s the claimants account to manage and interact with the DWP.
Support continues digitally until claimant is on a zero payment. However if their situation changes, they can report this online.
Claimant may attend claimant commitment interview dependant on workgroup. Here they will receive tailored support from a work coach.
As the claimant finds work they can report this online and still receive support as their UC entitlement decreases.
The service adapts to claimants circumstances and the coaching channel shifts with it. The more self sufficient – the more digital the interaction
A relationship is built with a mixture of face to face and digital / remote coaching using To Do’s and Journal entries. Payments are shown too.
With Universal Credit Full Service we have -
Fully digital service from the start of the claim.
A single transactional on-line account from which claimants can make and manage their claim; the claim can be saved as they go along and does not need to be completed all at once.
There is a single view of the claim, visible to both claimant and staff This enables remote support for claimants, if a claimant is struggling to complete a claim or report a change of circumstances.
Level of face to face support depending on the claimants workgroup, and individual need.
Over 50% of claimants making claim via tablet or a smart phone.

8. Universal Credit Digital Service Creating a digital UC account.
Refer to the video – Creating a Digital UC Account.
Available to watch on YouTube
Search - Universal Credit on line service.

10. Waiting Days – Timeline
Regular UC Assessment Period
7 day waiting period
+ 7 days
+ 7 days
7/12 2nd UC award paid
24/9 UC declared date
1/10 end of waiting days
31/10 UC payment calculation
7/11 UC award paid
30/11 2nd UC payment calculation
Support Notes:
If a claimant makes their claim on 24th September there will be a seven day waiting period before their UC assessment period begins unless one of the exceptions apply.
The assessment period will run from 1st October until 31st October.
On the first of November they will receive notification of their UC calculation
They will receive their first payment on the 7th November.
HB cannot be claimed for a period that UC is claimed for.
At this point you may wish to hold a short discussion on Advances (See slides 55-58)

11. Supporting claimants with complex needs.
Assisted Digital Support
Personal Budgeting Support
Alternative Payment Arrangements
Advance payments
For those requiring support in making and in maintaining their Universal Credit assistance is available through Universal Support Delivered Locally. Jobcentre Plus and the Local Authority are working together to ensure that claimants get the help, support and skills they need to make and maintain their digital account on line
Through Universal Support Delivered Locally - Personal Budgeting Support is available to those that may find it difficult to manage a monthly budget. This may be through a budget plan, a review of their outgoings or additional help if needed to help with more complex budgeting issues such as outstanding debt.
Alternative Payment and advance payment arrangements are in place to support claimants particularly at the start of their claim.

12. Personal Budgeting Support
Support for claimants requiring budgeting advice, supporting UC claimants who might require assistance to budget appropriately
The UC Work Coach will discuss budgeting support with the claimant to provide an opportunity to discuss further financial guidance and support
Working with Local Authorities and organisations, such as Citizens Advice and the Money Advice Service, to signpost claimants in need of advice around budgeting and financial matters
Through Universal Services Delivered Locally - Personal Budgeting Support is available to those that may find it difficult to manage a monthly budget, which may be through a budget plan or a review of their outgoings.
Claimants are identified as needing support at the earliest opportunity by the work coach, and signposted for support through local providers.
Local input will be required on the arrangements and support in place to support claimants.

13. Alternative Payment Arrangements
For a minority of claimants, alternative payment arrangements may be required; these might For a minority of claimants, alternative payment arrangements may be required; these might include - include:
paying the housing element directly to the landlord
making more frequent than monthly payments
splitting the payment within the household.
For a minority of claimants, alternative payment arrangements may be required; these might include:
The housing element of UC can be paid direct to the landlord instead of being paid monthly to the claimant, this will be identified by the landlord if, for example, there are significant arrears of rent.
Under certain circumstances, payments can be made more frequently than monthly – more typically every two weeks.
The money may be split between partners in the household if it is thought there is likely to be mis use or abuse of the monthly UC award.
The decision to award an Alternative Payment Arrangement is made by the service center agent. This is subject to a review of no more than 12 months after the date of the award.
We will also have the option to make rent payments direct to the landlord if a claimant reaches a certain level of rent arrears.

14. Alternative Payment Arrangements
Tier One factors – Highly likely / probable need for alternative payment arrangements
Drug / alcohol and / or other addiction problems e.g. gambling
Learning difficulties including problems with literacy and/or numeracy
Severe / multiple debt problems
In Temporary and / or Supported accommodation
Homeless
Domestic violence / abuse
Mental Health Condition
Currently in rent arrears / threat of eviction / repossession
Claimant is young either a 16/17 year old and / or a Care leaver
Families with multiple and complex needs

15. Alternative Payment Arrangements
Tier Two factors - Potential need for alternative payment arrangements
No bank account
Third party deductions in place (e.g. for fines, utility arrears etc)
Claimant is a Refugees / asylum seeker
History of rent arrears
Previously homeless and / or in supported accommodation
Other disability (e.g. physical disability, sensory impairment etc)
Claimant has just left prison
Claimant has just left hospital
Recently bereaved
Language skills (e.g. English not spoken as the ‘first language’).
Ex Service personnel
NEETs - Not in Education, Employment or Training

16. UC Advance process
Work Coach discussion with claimant to check if they can manage until pay day
Application over the phone or at Work Coach interview (post ID verification int.)
Decision made by agent in Service Centre
(same day if possible)
Payment made by agent in Service Centre (if applicable)
Claimants UC account updated with details of decision, award and repayments
For claimants that may find it difficult to manage their income at the start of their UC claim.
SMS and sent to claimant to prompt them to check UC account for notification

17. Any Questions?