1. Universal Credit Full Service
Information for Private Landlords.

2. Universal Credit Full Service (UCFS) Roll Out Dates For South East Wales
Local Authority
Jobcentre
Roll out Date
Torfaen
Cwmbran & Pontypool
12 July 2017
Newport
15 November 2017
Cardiff
28 February 2018
Monmouthshire & Merthyr
Chepstow, Caldicot, Abergavenny & Merthyr
27 June 2018
Blaenau Gwent
Abertillery, & Ebbw Vale
18 July 2018
Caerphilly
Caerphilly, Blackwood & Bargoed
5 September 2018
Vale of Glamorgan
Barry, Penarth
10 October 2018

3. Budget Changes Nov 2017
UC Live Service suspended from 31 December 2107 – no new claims
Jan customers can apply for advances from day 1 of new claim. February 2018
No waiting days from February 2018
April Housing Benefit run-on (transition to the UC housing payment): an extra two weeks housing benefit before the first UC payment
Making it easier for claimants to get a managed payment to landlords in the Private Rented Sector at the point of a new claim, for those that need it.
From 20 December Private Landlords do not need customer consent to apply for an alternative payment.

4. ELIGIBLE CLAIMANT TYPES
Housing Benefit
Child Tax Credits
Income based JSA
Working Tax Credits
Income Support
Income based ESA
The service will be available for all claimant groups from the start but restricted to families with 2 children or less
The service will initially be available to claimants making a new claim, or certain changes in circumstances.

5. Current planning assumptions for migration of legacy benefits and Universal Credit Live Service.
Approximately 3 months after go live , Universal Credit Live Service customers will migrate to Universal Credit Full Service
remaining customers on Jobseekers Allowance, Employment and Support Allowance, Income Support, Housing Benefit, Working Tax Credits and Child Tax Credits will migrate

6. What is Universal Credit Full Service?
New digital platform where customer can manage their claim – replaces all our current UC digital platforms - built as “Agile”
Customer owns account - secure and password protected
Its likened to accessing Facebook or Amazon
New claim made online at GOV.UK - Universal Credit portal
Can access to see when next payment is, make a benefit enquiry electronically, speak to their Work Coach electronically, record all their activities
Closer relationship between Customer, Work Coach and Service Centre

7. Universal Credit – full service (continued)6

8. Claimant opens account to claim UC online
Claimant opens account to claim UC online. It’s the claimants account to manage and interact with the DWP.
Support continues digitally until claimant is on a zero payment. However if their situation changes, they can report this online.
Claimant may attend claimant commitment interview dependant on workgroup. Here they will receive tailored support from a work coach.
As the claimant finds work they can report this online and still receive support as their UC entitlement decreases.
The service adapts to claimants circumstances and the coaching channel shifts with it. The more self sufficient – the more digital the interaction
A relationship is built with a mixture of face to face and digital / remote coaching using To Do’s and Journal entries. Payments are shown too.

9. Some key differences for Universal Credit Full Service
New claims to single, couples and families with 2 children or less for any of the 6 legacy benefits – will see new types of customers.
Payment made to one household ( exceptions can apply)
First assessment period will take 35 days - no waiting days from Feb 2018
5 regimes -will have specific customer journeys for out of work, in work , health and caring responsibilities
Will pay child elements
Will pay health/disability components
Will pay support for mortgage interest as well as rent
Can pay up to 85% of childcare costs

10. Change to Housing Costs for 18-21yrs
Housing costs will not be payable to claimants who are aged between 18 and under 22 years old and all the following apply:
are subject to all work related requirements
are single, or a member of a couple claiming as a single person
do not fall into a relevant exemption category

11. Universal Credit Full Service – Housing costs for 18-21yrs - Exemption Categories
Claimant is responsible for a child or qualifying young person
Claimants in late pregnancy weeks before due date
Care leavers - Claimants who are deemed as inappropriate to live with their parents
Claimants whose parents do not live in this country or are deceased – until move back
Claimants in receipt of the care component of DLA middle /highest rate or PIP Daily Living Allowance - whilst in receipt.
Prisoners – in custody less than 6 months
Claimants living in supported accommodation /temporary homeless accommodation
Claimants who have been subject /threatened with domestic violence

12. Housing Costs 18-21 yrs - exemptions continued
Claimant in not subject to all work requirements
Universal Credit claimants in Live Service areas
Universal Credit claimants who move into a Full Service area or are transferred from Live Service to Full Service after 31 March who are in receipt of the housing costs element at the point when they move or are moved
Universal Credit claimants in Full service, whose award began before 1 April and includes housing costs for an assessment period including 01 April This exemption does not apply on reclaims where there is a break in entitlement to housing costs after 01 April 2017
HB claimants who move into a Universal Credit full service area or are transferred into Universal Credit Full Service by DWP in roll-out, entitled to Housing Benefit at the point when they move or are moved
Couples living together – both eligible for Universal Credit
Lead Carers for children or qualifying young persons

13. Housing Costs 18-21 yrs - exemptions continued
Temporarily abroad for less than 6 months for medical treatment or accompanying a partner/child who needs treatment
Suffered a bereavement in the past 6 months ( spouse, partner, child) - 6 months
Claimants with a physical or mental impairment , who is determined by DWP their expected number of hours is less than 35 hrs per week
Those who have been working for 6 months and received 16 x national minimum wage - 6 month
Claimants unfit for work – up to 14 days and exemption can be made twice in 12 months
Claimant attending court / tribunal as a witness or party to proceedings
MAPPA level 2 and 3

14. Housing Costs Evidence Required for Verification
Private Landlords
To be eligible for Housing Costs the claimant must provide sufficient documentation to verify three criteria
Proof of address/residency
Liability for housing payments
Proof that payments have been made. This might be made through the following documents –
Bank statements or utility bills
Rent book
or letter from the landlord
Private Rented Sector (PRS) notes
A claimant’s Universal Credit calculation will include either the total amount of rent they pay, or the Local Housing Allowance (LHA) rate, whichever is lowest.
LHA rates are based on the number of bedrooms in a property. An amount will be paid based on the bedrooms that the claimant needs (up to a maximum of 4).
Single claimants aged under 35 will usually receive only the Shared Accommodation Rate (SAR). There are some exceptions, for example
Exemptions
The SAR will not apply if the claimant:
is responsible for a child or qualifying young person
has non-dependants living in their household
Armed Forces Independence Payments
was previously in care - they must have been in care on their 16th birthday and now be 18 or over, and under 22 years of age.
subject to multi-agency public protection arrangements (MAPPA)
was previously homeless and they are:
at least 25 years old
on or have been on a planned resettlement programme typically provided by their former hostel accommodation.
have spent three months or more living in a hostel for homeless people (this can be living in more than one hostel during this time and the three months doesn’t have to be continuous)
is receiving a benefit because of a disability - they must be receiving one of the following:
Disability Living Allowance (care component at the middle or higher rate)
Personal Independence Payment (daily living component at the standard rate or enhanced rate)
Constant Attendance Allowance (paid as part of Industrial Injuries Disablement Benefit or War Disablement Benefit)
Non-dependents living with a claimant in PRS housing are expected to pay towards the rent.
This is called a Housing Cost Contribution If there is a room allocated to a non-dependent, a Housing Cost Contribution (HCC) is deducted from the Housing Costs in respect of each adult non-dependent.

15. What does the customer need to do to claim Housing Costs?
In addition, when a claimant is asked to verify their PRS rent we will also ask them if their housing benefit was being paid directly to their landlord prior to their UC claim and the reasons for this. This will allow our work coaches to have a conversation with the claimant to determine whether a managed payment to landlord APA for the UC claim may need to be applied, if appropriate.
What does the customer need to do to claim Housing Costs?
Customer asked to bring in housing cost evidence at Identity interview to be verified by Work Coach and sent to Service Centre for calculation and processing.
Payment made at end of first assessment period unless any change of circumstances
Housing costs unable to be verified at identity interview – Service Centre will be notified and will request the information from the customer through out the assessment period.
If customer does not provide the evidence the housing cost element cannot be paid at end of first assessment period

16. Universal Credit Full Service – Support Available
Personal Budgeting Support (PBS)
This supports claimants transitioning into UC with budget management to enable them to manage their money and pay their bills on time, prioritising rent payments
and
Assisted Digital Support (ADS)
Full service requires more digital capability from claimants to be able to make their UC claim and maintain their UC account

17. Universal Credit Full Service Alternative Payment Arrangements
For a minority of claimants, alternative payment arrangements may be required; these
For a minority of claimants, alternative payment arrangements may be required; these might include de:
paying the housing element directly to the landlord
making more frequent than monthly payments
splitting the payment within the household.
DWP
For a minority of claimants, alternative payment arrangements may be required; these might include:
The housing element of UC can be paid direct to the landlord instead of being paid monthly to the claimant, this will be identified by the landlord if, for example, there are significant arrears of rent.
Under certain circumstances, payments can be made more frequently than monthly – more typically every two weeks.
The money may be split between partners in the household if it is thought there is likely to be misuse or abuse of the monthly UC award.
The decision to award an Alternative Payment Arrangement is made by the service center agent. This is subject to a review of no more than 12 months after the date of the award.
We will also have the option to make rent payments direct to the landlord if a claimant reaches a certain level of rent arrears

18. Alternative Payment Arrangements
Tier One factors – Highly likely / probable need for alternative payment arrangements
Drug / alcohol and / or other addiction problems e.g. gambling
Learning difficulties including problems with literacy and/or numeracy
Severe / multiple debt problems
In Temporary and / or Supported accommodation
Homeless
Domestic violence / abuse
Mental Health Condition
Currently in rent arrears / threat of eviction / repossession
Claimant is young either a 16/17 year old and / or a Care leaver
Families with multiple and complex needs

19. Alternative Payment Arrangements
Tier Two factors - Potential need for alternative payment arrangements
No bank account
Third party deductions in place (e.g. for fines, utility arrears etc)
Claimant is a Refugees / asylum seeker
History of rent arrears
Previously homeless and / or in supported accommodation
Other disability (e.g. physical disability, sensory impairment etc)
Claimant has just left prison
Claimant has just left hospital
Recently bereaved
Language skills (e.g. English not spoken as the ‘first language’).
Ex Service personnel
NEETs - Not in Education, Employment or Training

20. Can have up to 100% of overall entitlement
Advances and Process
Advances of payment are now available from day one of new claim if in hardship or at anytime in life of claim if hardship occurs
Can have up to 100% of overall entitlement
Repayable by deductions up to 12 month period
Advances can be made via their Work Coach, through the service centre and hopefully by Spring 2018, digitally online.
Payments can be made within 24hrs but are mostly same day.

21. How are housing costs are paid direct to landlords?
Rent Arrears
Application for APA can be made on UC47 form from GOV.UK.
Evidence pref required from claimant via journal but if in dispute consent not needed essential if in arrears
Landlord will be set up as a third party creditor (if not already)
Will be paid via CPS on a 28 day cycle.
Managed Payment to Landlord
Application can be made on UC47 form from GOV.UK
Consent preferably required from claimant via journal but if in dispute consent not needed
Bank details requested from the landlord.
Paid calendar monthly direct into bank account via BACs at end of assessment period on monthly basis.

22. Escalation Process for Private Landlords
In first instance Landlord should engage with tenant about the issue
The tenant has access to their own information via their account. The can share this information with their Landlord if they wish to as this contains information about housing payments made.
The claimant can ask for any more information via their online account , face to face or by telephone
They can provide explicit consent via their journal ,face to face or by telephone for their personal information to be shared with their Landlord
If you are unable to engage with your tenant you can contact the following Third Party number
you are unable to resolve the issue you can contact your Local Partnership Manager
Caerphilly LA - Ceri Pritchard

23. Useful reading information www. gov
Useful reading information Strategic Landlord Engagement Newsletter