1. Universal Credit The Landlord and Tenant Perspective Tricia Goan Innisfree Housing Association

2. Background Smaller London Housing Association Established over 30 years ago 550 households 65% of our households identify as Irish Majority of stock in North West London 60% of our overall rental income received via Housing Benefit payments

3. Ain’t nothing going on but the rent We’re a landlord, we house those in need We collect rent, we maintain the properties We support our tenants in their community We can’t function without the rental income We have a Rent First Approach

4. How do we ensure the best outcome for our tenants & ourselves with UC? Get to know our tenants better Accurate data & profiles to anticipate tenant needs Information, communication & networks Dedicated UC resource and specialist in the team Single point of contact for tenants and DWP Building our relationships with them both

5. What are we doing and why? Housing Team trained and UC fluent Signposting our tenants to specialist agencies Running drop in surgeries Encouraging tenants to build a rent credit Supporting tenants to budget monthly not weekly Getting our tenants online www.getonlineathome.org www.learnmyway.com www.getonlineathome.org www.learnmyway.com

6. Doing Things Differently Revising our procedures Carry out detailed financial assessments Promoting bank accounts and direct debit arrangements now Creating key partnerships to work with our tenants

7. Building Relationships Our tenants DWP Local Authority and local delivery groups Food banks Debt Advice Agencies Credit Unions & Banks

8. Experience so far… Only 4 claimants so far 3 processed and in payment 1 in assessment All single householders All claims arose due to change in circumstances

9. Claimant 1  Working part time  Change in circumstances  Assessed within 8 weeks  We successfully applied for Alternative Payment Arrangement (APA)  We successfully applied for APA towards arrears

10. Claimant 2 JSA claimant Loss of employment Assessed in 7 weeks Tenant & landlord requested APA  Declined  Under 8 weeks in arrears

11. Claimant 3 JSA Claimant Made redundant from work Assessed in 7 weeks Tenant & landlord requested APA – declined Delay in assessment as DWP queried tenancy agreement!

12. Lessons So Far Alternative Payment Arrangements are not guaranteed Notification of change to UC from DWP not guaranteed DWP understanding of rent and tenancy agreement not absolutely clear

13. What are we doing about it? Issuing standard letter to DWP with all tenancy agreement requests Promoting the need for tenants to tell us about UC and change of circumstances Get in early - referencing Tier 1 & 2 in our letters to DWP Keep building relationship with DWP’s Building a week in credit on all rent accounts

14. We’re learning as we go Tenant profiling Strong tenant relationship and ongoing dialogue and communication Strong DWP relationship Budgeting support work APA’s Dedicated resource & single point of contact

15. Any Questions Thank you for listening