As Universal Credit rollout progresses from the live service to full service we asked what the changes mean and how frontline advisors are faring. In this webinar we also looked at what local organisations can do to prepare people now for managed migration. Policy in Practice's Zoe Charlesworth and Peter Carter were joined by Darren Thomas, Senior Welfare Officer, Grwp Cynefin who will share how their tenant's journey compares under the legacy system and Universal Credit. For more information visit www.policyinpractice.co.uk, call 0330 0889 9242 or email hello@policyinpractice.co.uk.

1. Policy in Practice
Webinar: Universal Credit:
how are frontline advisors
responding?
Wednesday 14 November 2018

2. Housekeeping
• Audio check
• Please ask questions
• Polls and a survey
• Finish by 11:30

3. We make the welfare system
simple to understand, so that
people can make the decisions
that are right for them

4. Speakers
Zoe Charlesworth
Policy in Practice
Darren Thomas Grwp
Cynefin
Peter Carter
Policy in Practice

5. Agenda
• The big picture: Understanding Universal Credit rollout
• A look at the current challenges facing social landlords and tenants
• How some housing associations are meeting these challenges
• Technology that can help

6. 666
Poll: Has Universal Credit full service
rolled out in your area yet?

7. 777www.policyinpractice.co.uk
Over to Zoe

8. Our analysis of Budget 2018
• Investment of £2.7 billion welcome
• Affects 2.6 million households
(2.3m with children & 0.3m
households with limited capability
for work)
• Employed households gain
• Self-employed, disabled, ill or out of
work don't gain

9. Budget 2018: Universal Credit changes
• UC work allowances: increase by £1,000 per year (from April 2019)
• Self employed: Protection extended to all; assessed on actual income (not MIF) for
12 months (from July 2019 or September 2020)
• Deductions from UC: Max rate down from 40% to 30% (from Oct 2019)
• Extra help for people migrating to UC: added 2 weeks payment of JSA, ESA and IS
(from July 2020)
• Delay in increasing the earnings limit that triggers surplus earnings (remains the
same until 2020)
• Period for recovery of advances extended from 12 to 16 months (from Oct 2021)
• Slower roll-out of Universal Credit (end now Dec 2023)
• Plus increase in minimum wage & changes in tax allowances (from April 2019)

10. Fewer households will be worse off under
Universal Credit

11. Many households that now gain were already
better off under Universal Credit

12. Are work allowances restored fully?
• No restoration of work allowances for those without children or ESA
• Working and ESA tenants see work allowances restored & increased
ESA (+ £89/month), Children (+£18/month if single or £59/month if couple)
• Working and ESA homeowners still see work allowances significantly reduced from
April 2016 levels.
Home owner lone parent sees a reduction in work allowance of £242/month
Most other homeowners see a reduction of £155/month

13. Uneven impact across different households
Overall, working households will see some benefit from Budget 2018
• Employed households are the big winners
Employed households gain £18.41/week from the budget
They will on average be £9.13/week better off compared to under legacy benefits.
• Self-employed households will still lose slightly
They will be a further £2.42/week worse off as a result of the Budget
They will be £50.86/week worse off compared to legacy benefits
Disabled and ill households are not supported by the budget
• Income levels similar to their income pre-budget
• They will be £28.76/week worse off compared to legacy benefits
Households with children will be better off after the budget
• They will be £10.56/week better off as a result of the budget
• They will be reduced by £8.41/week compared to legacy benefits

14. Good, but more work to do
1. Improve standards of delivery
• Establish performance standards that, at least, match existing standards. (speed of processing, call waiting times,
accuracy of assessments)
• Undertake a mystery shopping exercise to monitor overall standards and publicise the results
• Train specialist staff to answer complex queries and deal with vulnerable claimants. Establish hotlines for local
authorities and Citizens Advice
• Invest more in training JCP work coaches who specialise in dealing with vulnerable claimants
• Sort out RTI/earnings issues
2. Work better with partners
• Give advisers software to help people compare UC and the legacy systems. Give local authorities access to the UC data
to identify and help those with low financial resilience
• Give local authorities support and advice role, with better access to UC assessments
• Allow providers of supported housing better access to DWP data to help their residents
3. Greater flexibility in approach
• Let claimants give access to advocates to support claims administration
• More opportunity for a face to face claim process for those who need it
• Streamline verification; give statement of identity for claimants to use elsewhere
• Give help on getting a basic bank account
• Flex processes: third-party deductions, backdating of claims, reporting childcare costs or self-employed earnings. Allow
time for claim management within the claimant commitment

15. 151515
Poll: What is the single biggest issue you
face with Universal Credit rollout?

16. grwpcynefin.org
14/11/2018
Profiad Grŵp Cynefin
Cyflwyniad PinP

17. grwpcynefin.org
Policy in Practice
Grŵp Cynefin’s experience
Darren Thomas - Uwch Swyddog Lles
Senior Welfare Officer

18. grwpcynefin.org
Croeso Amcanion y Sesiwn. – Session Objectives
Grŵp Cynefin – An introduction
Why Policy in Practice?
How do we use Policy in Practice on a day to day basis?
What are the benefits of using Policy in Practice?

19. grwpcynefin.org
Mae Grŵp Cynefin yn darparu mwy na:
Grŵp Cynefin provides more than:
• 3,800 o gartrefi rhent i bobl a theuluoedd ar draws gogledd Cymru
• 700 o dai fforddiadwy i unigolion a theuluoedd sy’n awyddus i brynu cartref.
• 3,800 homes for rent to families and people across North Wales
• 700 affordable properties for individuals and families aspiring to become
home-owners

20. grwpcynefin.org
Ardal Gweithredu - Operating Area
Dros 7 Awdurdod Lleol
Across 7 Local Authorities
• Ynys Môn – Anglesey
• Gwynedd
• Sir Conwy – Conwy
• Sir Ddinbych – Denbighshire
• Sir Y Fflint – Flintshire
• Wrecsam – Wrexham
• Powys

21. grwpcynefin.org
Canllaw - Mae Canllaw yn rheoli’r asiantaeth Gofal a Thrwsio Gwynedd a Môn
Gofal a Thrwsio Conwy a Sir Ddinbych - Mae Gofal a Thrwsio Conwy a Sir Ddinbych
yn is-gwmni i Grŵp Cynefin.
Gorwel - Mae Gorwel yn darparu gwasanaethau yn cynnwys cefnogaeth i deuluoedd
sy’n dioddef cam-drin domestig, lloches, cefnogaeth i fobl hŷn a gwasanaethau plant a
pobl ifanc.
Canllaw - Canllaw manages the Gwynedd and Môn Care & Repair agency.
Conwy & Denbighshire Care & Repair - Conwy & Denbighshire Care & Repair is a
subsidiary of Grŵp Cynefin.
Gorwel - The services provided by Gorwel include support for families suffering domestic
abuse, refuge, support for older people and children and young people services.

22. grwpcynefin.org
Swyddfeydd - Offices
• Ynys Môn – Llangefni
• Penygroes (Caernarfon)Gwynedd
• Bala - Gwynedd
• Dinbych/ Denbigh Sir Ddinbych – Denbighshire

23. grwpcynefin.org
• Tenants that require extra support are
referred onto specialist provision such as
the Welfare Team, Tenancy Support,
Energy Wardens or Independent Debt
Advice etc.
Preventative work
– knowing our
tenants.
• Generic Housing Officers – fostering
relationships
• Knowing our tenants and understanding
their needs through profiling work and
using recourses such as our Customer
Insight Software (Housing Hub) and Policy
in Practice.

24. grwpcynefin.org
Tîm Lles
Grŵp Cynefin
• Support tenants with navigate the Social
Security system, issues such as benefit
claims, entitlements etc.
• Assist tenants to maximise their income
• Welfare Team Headlines 2016-17
• 396 Tenants assisted
• 769 Cases (3 per tenant avg)
• 66 DAF applications (£15,363)
• 27 Warm Home Discount (£3,780)
• 58 applications to Grŵp Cynefin’s
Hardship Fund(£16,000)
• £593,388 financial gains for tenants
• Benefit take up initiatives, PIP, AA, HB etc.,
Represent tenants at S.S. Tribunals (HMCTS)Grŵp Cynefin ‘s
Welfare Team
• Welfare Team Highlights

25. grwpcynefin.org
Why Policy in Practice?
Our Customer Insight software along with our experienced staff across
our offices tell us that we have a wide range of incomes and financial
capability amongst tenants.
The impact of Austerity, Welfare Reform and Universal Credit on our
low income tenants can lead to difficulties in sustaining tenancies.
Tenants unsure and apprehensive about transitioning to
Universal Credit

26. grwpcynefin.org
The challenge ahead
Universal Credit Full Service (UCFS)
2,482 Working Age tenants, with 931 working age Grŵp Cynefin
tenants currently in receipt of Housing Benefit

27. grwpcynefin.org
Universal Credit Full Service (UCFS)
The Challenge ahead!
231 o dan straen ariannol
231 under financial pressure
193 yn rheolwyr arian gwydn
193 are resilient money managers

28. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Operating across such a large geographical area presents challenges
around consistency of the services that our tenants receive during key
stages of their tenancy
• Policy in Practice provides our officers with an easy way to discuss
and record both benefit entitlement and affordability issues with both
current and prospective tenants

29. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Prospective tenants prior to sign up.
• Discussing affordability is a key part
of tenancy sign up.
• Benefit entitlement is only one side of
the coin!
• Frank discussions about household
expenditure are vital to identify any
potential issues.

30. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Prospective tenants prior to sign up.
• Use Policy in Practice in addition to
Pre Tenancy Financial Health
Assessment (PTFA) .
• Gives frontline staff confidence to
have these frank and honest
conversations.
• Cases with either unsuitable Income
Expenditure profile or High Risk
PTFA will be referred onto the
Welfare Team, Energy Wardens
Project or independent Debt Advice.

31. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Tenants experiencing a Change in Circumstances.
• The Roll out of the Natural Migration
phase of Universal Credit across
North Wales presents a challenge to
both staff and tenants alike.
• Whilst Insight highlights where these
tenants are, policy in Practice gives
us the tools to correctly advise
tenants.
• Policy in Practice’s ability to keep up
with changes to legislation (such as
UC Work allowances), enables us to
correctly advise tenants

32. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Tenants experiencing a Change in Circumstances.
• Better off in Work Scenarios can be
effectively modelled with tenants.
• Ability to model any increases in
expenditure (such as Child Care),
helps provide a realistic scenario for
tenants.
• Policy in Practice’s ability to keep up
with changes to legislation (such as
UC Work allowances), enables us to
correctly advise tenants

33. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Tenants in Rent arrears.
• Policy in Practice allows us to revisit
Income and Expenditure Scenarios
and advise accordingly.
• Unrealistic expenditure profiles can
be flagged by Housing Officers, then
passed on to Welfare Team.
• This ensures that Financial
Resilience/ Capability work can be
done without duplication.

34. grwpcynefin.org
How do we use Policy in Practice on a day to day
basis?
Tenants in Rent arrears.
• A record of discussions is
downloaded and sent to the tenant.
• Action Plans are used to ensure the
tenant understands what was agreed
and by when.

35. grwpcynefin.org
What are the benefits of using Policy in Practice?
Housing and Welfare Officers need to be sure of their facts in order to
give tenants the correct information!
• If tenants understand when and how much they will receive under
Universal Credit they are more likely to engage with the benefit, this
is an essential part of maximising our tenants income.
• All of these features, correctly used, can ensure that our tenants
receive coherent and consistent good advice from Grŵp Cynefin
Officers, no matter where they live in North Wales.
• Introduction of Universal Credit makes this essential.

36. grwpcynefin.org
Diolch
Thank you

37. 373737www.policyinpractice.co.uk
Over to Peter

38. 383838www.policyinpractice.co.uk
Questions

39. Next steps
Download Benefit and Budgeting flyer
Download Autumn Budget 2018 white paper
Request updated Universal Credit Roadmap
Short survey:
• We value your feedback
• Ask questions or clarifications
• Take another look at Benefit and Budgeting Calculator
• Sign up to our next webinar:
Social policy: what we learnt in 2018 and what this means for 2019 on Wed 12 Dec
at 10:30.

40. www.policyinpractice.co.uk
Thank you
Zoe Charlesworth
zoe@policyinpractice.co.uk
Darren Thomas
Grwp Cynefin
Peter Carter
peter@policyinpractice.co.uk
hello@policyinpractice.co.uk
office 0330 088 9242