1. Universal Credit in Dorset – Let’s talk 2!
The Citizens Advice Perspective
2 November 2018
Daniel Cadisch: Chief Officer
Citizens Advice Dorchester, Sherborne & North Dorset

2. What else is happening locally What else can we be doing?
Overview
What we will cover:
Universal Credit: what issues we are seeing for people making and managing a claim
How Citizens Advice is working locally and nationally to support the roll-out of UC
What else is happening locally
What else can we be doing?

3. Up to date user friendly information

4. Why the UC ‘world’ is different
Digital by default
Monthly payments
‘Makes work pay’
Will affect over 7m households in 5 years time

5. Benefits and Tax Credits 2,302 5,912 2,371 6,064
What we are seeing at Citizens Advice: Headline statistics across B/D/P (1)
DATA: BPD
From April 2018
QTR 1
Clients
Issues
QTR 2
Benefits and Tax Credits
2,302
5,912
2,371
6,064
Benefits: Universal Credit
987
2,253
1,052
2,206

6. Unpicking the Universal Credit issues:
What we are seeing at Citizens Advice: Headline statistics across B/D/P (2)
Unpicking the Universal Credit issues:
Half of all issues are for help with initial claims
Other significant issues are: housing element, disability element, claimant commitment
In addition, clients coming to Citizens Advice about UC almost always have other - often inter-related - problems, including other benefit issues, debt and housing issues.

7. What we are seeing at Citizens Advice (3)
Coping with the digital processes presents difficulties for a significant number of our clients.
On-line verification does not work unless people have all the required details and documents to hand.
This can mean people have to travel to two separate Jobcentre interviews, one for verification and one for claimant commitment.
Some couples are having difficulty getting their claims linked.
There is still some confusion about how to claim contribution-based Jobseeker’s Allowance [JSA] or Employment & Support Allowance [ESA].

8. What we are seeing at Citizens Advice (4)
‘Untidy tenancies’ can be tricky eg. if following separation the partner remaining in the home is not named on the tenancy - even though they are paying the rent.
People living in specialised ‘supported’ accommodation (and temporary accommodation) still claim Housing Benefit; there can be confusion about the definitions.
HMRC is not always getting the real-time income details onto the system in time for the assessment, and erratic work patterns or people paid 4 weekly can have difficulties.
Deductions from UC (for advances, overpayments, third parties) can be high, making it hard to budget, and it is not always clear what they are for.

9. What we are seeing at Citizens Advice (5)
Claimants have to give consent (by putting it on their Journal) each time they want an adviser to help – can cause delays.
Understanding / meeting the claimant commitment can be tricky; sometimes the commitment is not appropriate.
Establishing limited work capability for those with health conditions can be difficult.
Complex areas: Sanctions, mandatory reconsiderations, appeals, complaints, ‘right to reside’ for EEA nationals.
Some people are worse off on UC, eg. no ‘severe disability premium’ and Benefit Cap issues.
People still have to claim Council Tax Support from LA

10. Areas that some will struggle with
Financial Capability:
Having a bank account
Managing finances: Understanding how UC payments are made up, including deductions; making payments for rent themselves; managing on one monthly payment; coping with the waiting period.
Self employment
Demonstrating they get regular work from self employment, and can show the work is organised, records are kept, and they expect to make a profit
Being assumed to a have a certain income from self-employment regardless of actual income.

11. Escalation routes for advisers are beginning to work
Positives
Escalation routes for advisers are beginning to work
Positive feedback about work coaches and other local JCP staff
MPs are listening and taking up issues
Ongoing dialogue with local colleagues at DWP and LA
Our clients’ evidence is being listened to

12. And…… Positive changes that have helped: Removal of 7 ‘waiting days’
Informing claimants about Advance Payments
Free telephone helpline
Housing Benefit runs on for 2 weeks
BUT key issues continue to cause hardship:
People are facing delays for first payment
UC is too complicated
People aren’t getting help when the system fails them
No consistent ‘vulnerable person’s policy’ yet

13. What Citizens Advice is doing locally
Income Maximisation posts: funded by SVPP and Westwey - 3 fte posts (6 p/t advisers). UC Support Adviser at B&P CitA.
PBS: Personal Budgeting Support: advisers based at CitA Poole and Blandford
Joint CitA Research & Campaigns work across B/D/P eg, logging wating times on the Helpline
Getting evidence from the wider advice sector through the Advice Dorset Partnership
Training courses (in house, external, and through Advice Dorset P/ship)
Events such as today

14. What else is happening locally
Digital Champions – part of DCC’s Routes to Inclusion project: DCs are volunteers working in Libraries , some now specifically trained to support people to manage their UC claims/journals
Advice Partnership theme: employability and Universal Credit
Other support: foodbanks, ELA, Credit Union
Building Better Opportunities programmes to help people gain the skills they need and become ‘work ready’. In Dorset:
Face Forward (age )
UCAN (over 25s) provided by WISE Ability

15. So, what are Citizens Advice doing now?
Continue to collect and analyse our evidence.
Work with our colleagues at DWP and the local authorities to make UC work locally.
Support the wider advice sector to ensure frontline staff understand how UC works and what help is available
Developing ‘escalation routes’ with our local Jobcentres.
Secure continuation funding for our various UC projects.
Train and update our advice teams.
Through CAiD: keep the wider advice sector updated through e-bulletins, forums and training courses.
Developing the CitA Universal Support model from April 2019.