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Published byKerrie Norman Modified over 8 years ago
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Are you ready for Direct Payments? Jenny Spoor, GreenSquare Group
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GreenSquare We provide housing, regeneration, care & support across Wilts, Glos & Oxfordshire. Approx 11,500 properties In addition, we build new homes from social to outright sale & have an in house gas company. www.greensquaregroup.com
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DWP Project Methods of communicating with residents Methods of supporting residents with complex needs Tested direct payment of housing benefit to residents NOT Universal Credit Test the impact of a range of trigger points
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DWP Direct Payment Project 6 Local Authority Areas – 4 England, 1 Scotland and 1 Wales All participants were working age Not Supported Housing We worked in conjunction with Oxford City Council. Approx 400 of the 2000 residents
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Preparations Hugely resource intensive A collaborative approach Changed our pre tenancy process Nervousness around Direct Debit payments Increase in arrears generally prior to project starting
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DWP Project “I’ve previously had money problems” “I’m on benefits and can’t budget very well” “I do not have or want a bank account” “I have already stated I have problems with management and I was told I had no choice, so I will try” “Direct Debit will make it easier for me.” Pre Project – Key Themes
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DWP Project Resident, age 32, held a tenancy since 2009; Mr X was registered disabled; he suffered paranoia and had other learning difficulties; Mr X did not have a bank account, so we assisted him in doing this; Bank account was not activated properly, therefore benefit was not paid in; After lots of hand holding, Mr X activated this and benefit was backdated. Case study – Mr X
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DWP Project Arrears cleared via bank card, then Direct Debit payments set up; We provided lots of reassurance and support and reinforced this would not ‘go away’; Mr X would approach us when he did not understand anything; this trust was very important in this case; Main learning point in this was Mr X could and did manage this, after initial, intensive support. Case study – Mr X
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DWP Project Mrs A completed an application form for a basic bank account, but had no ID; Neighbourhood & Support Officer worked with her to get this, but at each visit, there was also other issues to address; In total around nine hours were spent on this case…and the bank account had still not been opened at that point. Case study – Mrs A
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Customers’ experience Change in relationship. Vulnerable residents are capable. Wide variety of payment methods. Most people paid something.
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Key Lessons Preparation, preparation, preparation! Technology v resources.
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Key Lessons Arrears module – is this fit for purpose? Know your customer and target communication accordingly.
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Key Lessons Vulnerable residents are capable; Change of culture – are your Board and staff ready? Who will do what? It will cost us, so what are your priorities? Keep it simple.
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Any questions?
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www.greensquaregroup.com
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