1. Universal Credit 1 https://www.gov.uk/universal-credit- toolkit-for-partner-organisations https://www.gov.uk/universal-credit- toolkit-for-partner-organisations

2. 2 Simplifying the benefits system The existing benefits system is complex in its structure, administration and how the different qualifying conditions interact with each other. To simplify the benefit system Universal Credit has been introduced and provides a new single claim of means-tested support for working-age households who are in or out of work. This single claim removes the need to claim different means-tested benefits from different agencies.. Universal Credit will replace; Jobseekers Allowance (IB) Employment and Support Allowance (IB) Income Support Housing Benefit Working Tax Credit Child Tax Credit

3. 3 What’s different about Universal Credit? IT ENCOURAGES WORK IT’S LIKE WORK IT’S ABOUT WORK PAID MONTHLY PAID DIRECTLY CLAIMANT COMMITMENT – LIKE A CONTRACT IN AND OUT OF WORK CLAIMANT COMMITMENT REQUIREMENTS FULL TIME WORK SEARCH EARNINGS, NOT HOURS A SIMPLE TAPER SO BETTER OFF IN WORK EASY TRANSITION UC TO WORK (AND BACK)

4. 4 Universal Credit – one year on

5. 5 UC Claimant Journey – Pictorial Representation Customer Touch Points Online/ UC Helpline UC Service Centre If the claimant has a change of circumstance it is reported to the Service Centre. The claimant is notified regarding any change to the award of Universal Credit The MOU scan the claim on to the Data Repository System (DRS). Any evidence or correspondence sent in separately by the Claimant creates a CAMLite task for the agent in the SC. On receipt of the task, the agent updates the UC Portal. Once all evidence has been verified, this triggers the processing of the UC claim The Jobcentre print the UC claim and obtain a signature from the claimant. Any additional information is gathered and the Claimant Commitment (CC) is completed. The UC Portal is updated and the claim documents and any supporting evidence are sent to the Mail Opening Unit (MOU) On receipt of the online UC claim, the Service Centre (SC) contact the Claimant by telephone to arrange an interview at the Jobcentre. An SMS text message is issued to remind the claimant about their appointment Claims to Universal Credit (UC) are made on- line. If a claimant requires assistance, the Universal Credit Helpline is available. In exceptional circumstances, claims can be made by telephone or face to face Business Process I receive a telephone call inviting me to attend an interview in the Jobcentre I notify the UC Service Centre if there is a change in my circumstances I receive a text message to remind me about my interview at the Jobcentre I receive my UC decision letter which includes my payment schedule if appropriate. I am also advised about my on- going responsibilities as agreed in my CC I am asked to attend the Jobcentre I receive a notification to advise me that my Universal credit entitlement has changed or ceased I get information or advice about how to claim Universal Credit (UC) I make my claim on-line. If I need help, I can telephone the Universal Credit helpline for assistance I attend my interview in the Jobcentre and take any evidence that has been requested. I sign my printed claim and complete the Claimant Commitment (CC) Jobcentre UC Service Centre Claims Closure The Claimant is invited to attend the Jobcentre to undertake specific work related activity as agreed in the CC. There is on- going interaction at the JC I send any additional missing evidence to the Mail Opening Unit (MOU) UC Service Centre Jobcentre I attend the Jobcentre and engage in work related activity

6. 6 01/01 Date of Claim +7 days 1 st UC Payment Calc/notification to claimant: 08/02 1 st UC Payment Received by Claimant: 14/02 Regular UC Assessment Period 2nd UC Payment Calculation: 08/03 2 nd UC Payment Received by Claimant: 14/03 An example claim 07/02 07/03 08/01 Start Assessment 7 Waiting Days

7. 7 Payment Advances Universal credit payments will be issued monthly through the BACS system. New claimants and those transitioning from legacy benefits may be eligible for an advance of their indicative award to help them manage during the first assessment period if they need it. For UC Advance (New Claim) the claimant will be advised that if they can't manage they can claim an advance. They would need to repay the advance over the next 6 months. For a UC Advance (Transitional) the claimant will have to ask for the advance within one month of moving across to UC. These UC advances will provide an interest-free lending facility for claimants who find it difficult to access mainstream credit, and could offer an alternative to high cost borrowing. A claimant can request an advance of up to 50% of their indicative UC award. The UC Advance (New Claim) can be claimed up to 21 days from the date of claim during the first month and will be issued via BACS after 3 days.

8. 8 Alternative Payment Arrangements Alternative Payment Arrangements. For a minority of claimants, alternative payment arrangements may be required; these might include: –paying the rent directly to the landlord. –making more frequent than monthly payments. –splitting the payment within the household. We will also have the option to make rent payments direct to the landlord if a claimant reaches a certain level of rent arrears.

9. 9 Alternative Payment Arrangements – Consideration Factors 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 Tier Two factors - Less likely / possible 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

10. 10 Alternative Payment Arrangements Financial products Money advice Claimants managing their money Personal Budgeting Support - Overview Splitting the payment within the household Basic Bank Accounts from major banks from end 2015 Made by UC decision maker via PBS process 1.3 million potential UC claimants do not use a transactional bank account to manage benefit payments Personal planner on GOV.UK Available to anyone on UC Credit Union jam jar accounts More frequent than monthly payments Paying rent direct to landlord Part of work coach role Face to Face and online tool

11. 11 Universal Credit and Housing Costs Registered Social Landlords(RSL’s) UC brings significant changes to RSL’s, currently they receive over 98% of HB payments direct, under UC the monthly payment will be sent direct to claimants. RSL’s have been preparing their tenants for these changes and making sure they understand their responsibilities and the support available. We introduced data sharing legislation in January 2015 to help manage claimant payments. If rent arrears occur an Alternative Payment Arrangement can be applied for. Arrears can also be deducted from UC. We developing closer working relationship with landlords.

12. 12 Universal Credit and Housing Costs Private Landlords UC changes do not affect Private Landlords as significantly as RSLs as currently they only receive payments direct to them when the claimant is vulnerable. Around 30% of current Housing Allowance payments in the private sector are paid to the landlord. Closer relationships with tenants may be needed to support them Private rented sector HA cases are paid 4 weeks in arrears and under UC this will be monthly. Landlords can request an alternative payment arrangement when a rent arrears ‘ trigger’ of two months has been reached. Payments can then be switched to a managed payment to the landlord.

13. What is ‘About Universal Credit’? 'About Universal Credit‘ is the help section of the online claim 'About Universal Credit' was created to get the right information, to the right people, at the right time.  It is designed so people can access information about Universal Credit in one place including policy and guidance.  It is an internet-based system.  'About Universal Credit' will be similar to most internet web pages.  It was created and will be maintained by one team within DWP called the Knowledge Management Team. Link attached herehere

14. If you wish to go online to view the actual claim process, here are some ‘dummy details’ that you can use. As long as you do not click to submit the claim on the final screen, the process will not be recorded as an actual claim, however in the event that the claim is submitted in error, any claim made using the dummy details will be removed. NINo:AB000001A Address103 Old Street Ashton OL6 6BJ Bank DetailsRoyal Bank of Scotland Account Code12749163 Sort Code16 22 21 https://www.gov.uk/apply-universal-credit

15. 15 Useful links for stakeholders An introduction to Universal Credit video http://youtu.be/E7GUu7Xa7Nw Universal Credit pages on GOV.UK https://www.gov.uk/universal-credit A toolkit for Partners https://www.gov.uk/universal-credit-toolkit-for-partner-organisations The Claimant Commitment https://www.gov.uk/universal-credit-toolkit-for-partner-organisations#the-claimant- commitment A Personal Planner to help claimants prepare for Universal Credit http://ucpp.dwp.gov.uk/universal-credit-preparation/ A pictorial representation explaining Better off in Work https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/301408/ho w-uc-tops-up-earnings-to-make-work-pay.pdf https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/301408/ho w-uc-tops-up-earnings-to-make-work-pay.pdf Budgeting help and support https://www.gov.uk/government/publications/budgeting-your-universal-credit-quick-guide Operating Guidance for Personal Budgeting Support & Alternative Payment Arrangements https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181399/pe rsonal-budgeting-support-cover-note.pdf https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181400/pe rsonal-budgeting-support-guidance.pdf https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181399/pe rsonal-budgeting-support-cover-note.pdf https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181400/pe rsonal-budgeting-support-guidance.pdf The Local Support Services Framework https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181395/uc -local-service-support-framework.pdf https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181395/uc -local-service-support-framework.pdf

16. 16 Useful links for stakeholders The Money Advice Service https://www.moneyadviceservice.org.uk/en A Money Advice Service Universal Credit video https://www.moneyadviceservice.org.uk/en/videos/get-ready-universal-credit Making work pay comparison graph explaining how Universal Credit compares to the current system when claimants increase their hours https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/301411/ho w-uc-helps-to-make-work-pay.pdf A quick guide for employers about Universal Credit and RTI https://www.gov.uk/government/publications/universal-credit-works-for-employers-and- claimants-quick-guide HMRC and RTI http://www.hmrc.gov.uk/payerti/getting-started/paye-basics/rti.htm Eight Ways Universal Credit can help your business https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/307091/ho w-uc-can-help-your-business.pdf