1. All Change
The Impact of Universal Credit
in Southwark and Lambeth

2. Important research UC is the biggest change to the UK benefits system
Huge concern and coverage; Trussell Trust recent research 52% increase in use of foodbanks in longer term UC areas
Our research highlights UC experience of local people and local agencies in early roll-out area
Submitted as evidence to Work and Pensions Select Committee

3. Background

4. Background
Part of a larger UC Mitigation Project, drawing together the main advice agencies in Southwark
Funded by United St Saviour’s Charity – our first strategic grant - and Walcot Foundation
143 claimants and 72 community agencies responded between spring and autumn 2018, as the ‘full service’ rolled- out across the two boroughs

5. Agencies Involved
United St Saviour’s Charity: initiator, funder (service delivery & research)
Southwark Law Centre: lead project partner, consultancy for frontline workers, complex cases by referral
Citizens Advice Southwark: general advice
Advising Communities: research lead
Walcot Foundation: research funder
Others – Community Southwark, LB Southwark, SGTO

6. Claimant Findings

7. Claimant respondents
All 143 were seeking advice (potential research bias)
66% social housing tenants
57% single or single parents
42% unemployed and 16% were in part-time work
61% declared disabilities
75% non-white British. 39% English not first language
40% no personal internet access. Most not internet confident.

8. Claimant Impact
57% respondents expressed negative/very negative UC experience
This rose to 74% in Southwark but experience more mixed in Lambeth with 31% negative and 38% ‘no impact’ (maybe due to later introduction)

9. Most Affected Groups most impacted people with disabilities
women with children & required to work
lone parents
people with English as a second language
self-employed
those working in low paid fluctuating hours
EU nationals

10. Reasons for Negative Impact
Impersonal nature of UC
Claims and transactions being on-line
Poor experience of Job Centre support
Debt and rent arrears: caused by payment delays, reduced allowances, payments not going to landlord
Lack of understanding of UC: advance payments, need to claim CTS

11. Claimant support needs
81% said they would have been in a worse position without advice agency support
Sometimes in need of in-depth and long term support which the agency unable to offer (funding & resource constraints)
Personal budgeting and digital support alone (the DWP funded Universal Support offer) is not enough
Consistent, holistic and personal support critical to deal with the complexity of making and managing claims

12. Agency Findings

13. Local agency impact 72 agencies responded
94% rated UC as having negative overall impact
91% said has created greater financial difficulties for clients
85% - negative impact on mental health clients - angry and distressed (on mental health of agency staff also)
72% - that risk of eviction and homelessness was heightened
Local agencies picking up the pieces and insufficiently informed and equipped

14. Conclusions

15. Main Conclusions
Significant numbers are struggling with introduction of UC
The admin. challenges resulting in widespread emotional/ financial stress – most felt by vulnerable groups
Stretched local agencies picking up the pieces. Emotional stress for frontline staff too.
Claim complexity demands flexible, holistic, personal support. The impersonal nature of support is exacerbating issues.
Risk that new, DWP-funded service is inadequate.

16. Recommendations
Provide enhanced, flexible and locally appropriate support
Ongoing, and appropriate to local needs/circumstances
Funding for challenges and tribunals
Ongoing for some, not just for upfront, making the claim
Provide for holistic and personalised support in community settings by locally embedded groups

17. Recommendations
2. Maintain digital support and money management support
Local Co-ordination and Information Exchange
Sustain the strong partnerships to share knowledge and enable referrals to be made: e.g. Southwark Universal Credit Network
Online information for frontline agencies detailing locally available services for claimants and how to access them
Training and support for vol. sector and Job Centre staff

18. Recommendations Inform clients and coordinate UC with other benefits
Statutory agencies should provide better information on UC and other benefits: e.g. Council Tax Support and UC advances
Systematic Local Learning and Research

19. “On the old system you used to call them and they could sort it out and you knew what you were dealing with. It’s horrendous now, UC system is so impersonal, all the onus is on the individual to resolve issues. Everyone complained before that they didn’t have enough money, but now there’s less”.

20. For full report: