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WWH Universal Credit Experience

Learn from Wales & West Housing's experience with Universal Credit implementation, including cases studies, issues faced, and key learnings for housing managers.

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WWH Universal Credit Experience

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  1. WWH Universal Credit Experience Michael Halloran Housing Manager Wales & West Housing

  2. About WWH • 10,000 homes and more than 17,000 residents, almost half of whom are over 60 years old • Over 3,000 homes dedicated for older people • Geographically dispersed – in 12 counties across Wales

  3. Welfare Reform • Impact led us to recruit specialist staff • Provided valuable learning • Way we work complemented new staff • Made sure all relevant staff were aware • Made it everyone’s responsibility

  4. Universal Credit • Went live in Wales (Shotton) in April 2014 • 743 properties in Flintshire, 606 general needs • Estimate was that maximum 70-80 residents affected • Kept in contact with LA and attended meetings organised • In October 2014 we became aware of first UC claimant • 5 cases to date

  5. Our first 1st UC case • HB change led HO to contact. • TSO worked with resident to ensure info submitted and appointments kept to • APA agreed by DWP end of Oct 14 but not actioned until Feb 15 payment • Resident engaged and passed on housing payments (though lesser amount at Xmas) • Information confusing and contradictory • Labour intensive • From Mar 15 resident in sync slightly less arrears

  6. Case study 2 • Resident contacted us in response to a letter regarding lack of payment – end of Oct 14 • Did not want assistance though kept in contact • HB and UC appear to have overlapped • Resident started work in Jan 15 • Moved Feb 15 – no arrears on account and payment

  7. Case Study 3 • Weekly rent payments stopped Nov 14 • APA requested and also deductions – turned down • 1st payment to resident – not passed on in full • Initial confusion with first rent payment • Resident started work Jan 15 – weekly • HC now straight to WWH

  8. Issues • Communication – multiple departments • Confusion of staff • Not receiving what we were expecting • CTR does not get picked up and HB can be overpaid • Entitlement letters • Personal Budgeting Support (PBS)

  9. Learning • Make sure key staff are aware of UC. • Ensure that HB are notified so that claim can be stopped but CTR remains in payment. • Assume first UC payment is going directly to resident and set up payment schedule with resident.

  10. Questions

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