How it works (at the moment). The assessment period:
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Transcript of How it works (at the moment). The assessment period:
![Page 1: How it works (at the moment). The assessment period:](https://reader035.fdocuments.net/reader035/viewer/2022062517/56649ebf5503460f94bca2d5/html5/thumbnails/1.jpg)
How it works (at the moment)
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The assessment period:
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Did this affect your health?
This does impact on customers ability to engage well – need to be persistent
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What customers say about the 5 week wait for UC:
“I had to live with friends”
“No heating, electric or food and my debts mounted up
causing stress”
“I have a history of depression and all of the above
impacted on my mental wellbeing”
“I worried about the arrears accruing for rent”
“ I was freezing & had a chest infection, was starving & lost
weight. I had to go to court for various bills and got
threatening letters”
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What customers say about the 5 week wait for UC:
“ I struggled and contemplated suicide – I had to see my GP. I Really struggled”
“It was stressful. I was malnourished and cold”
“There was a mental and physical impact- I was going through detox from prescription drugs. I
had to attend a soup kitchen”
“I suffer from depression and the stress of increasing arrears and mounting bills made me
unwell”
“I had to reassess the food I ate due to being diabetic”
“Not paying rent has caused a lot of stress. This resulted in health problems such as skin
problems”
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Were you told you could get an advance?
Feedback shows that claimants want more information
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If you were offered an advance, did you take it?
The ones that don’t are worried about paying it back
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Advance payments
• Customers don’t always take an advance – 3 types available, may not be offered them & may need to ask:
• New claim advance – time limited/show hardship/recovered over 6 months
• Benefit transfer advance – not time limited recovery over 12 months
• Change of circumstances advance – show hardship/recovered over 6 months
• All are 50% of the expected award
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Were you told you need to use UC to pay your rent?
Contact all new claimants and ensure their understanding
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How do you prefer to pay your rent?
Customers don’t like DD – less control?
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Do you know the balance on your rent account?
Send monthly statements or text, especially if no on-line access
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How did you find the UC claim process?
A curve is to be expected – possible to predict who will struggle?
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Were you told how long it would take to process your UC claim?
Customers are keen to have this sort of information but don’t always take it in – get them to write it down
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Was your claim processed on time?
Help customers plan for the wait time – really tough
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Were you paid the right amount of UC?
Ensure customers know what to expect – use a benefits calculator
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Are you paid the same amount each month?
We need to think about how we can predictentitlement
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Are you paid on the same date each month?
If payment date falls on a weekend or bank holiday payment is made early – check when setting DD date
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Were you offered help with budgeting?
New conversation for work coaches, what support can housing income teams give?
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Did you need help with budgeting?
What are your local arrangements, can you influence this? Some RP’s commissioned to do the work in their area.
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Moving forward:
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Did the job centre explain that you would get a single monthly payment?
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Did you go without any of the following while waiting for your first UC payment?