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Are you ready for Direct Payments?. Jenny Spoor, GreenSquare Group. 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.
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Are you ready for Direct Payments? Jenny Spoor, GreenSquare Group
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
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 DWP Project
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
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
Customers’ experience • Change in relationship. • Vulnerable residents are capable. • Wide variety of payment methods. • Most people paid something.
Key Lessons • Preparation, preparation, preparation! • Technology v resources.
Key Lessons • Arrears module – is this fit for purpose? • Know your customer and target communication accordingly.
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.
