Agenda item

This report was presented in tandem with the Online Housing Benefit Applications update (agenda item 6). Rod Smith, Service Manager – Tenancy Services, presented this update on Universal Credit further to the 2019 extensive review. It was noted that the Committee had been mindful of the challenges facing vulnerable residents and had asked the Council’s Universal Credit Project Group to explore several areas for possible improvement including –

·       Strengthening collaborative work between key partners;

·       Exploring opportunities for residents who lacked access to ICT or the skills to apply for and manage a claim;

·       Developing clear processes and procedures for signposting residents;

·       An increase in awareness of debt management;

·       Appropriate training to staff across the Council.

A summary regarding the impact of Covid-19 and feedback from partners had been included in the report.

In response to questions from the Committee, it was confirmed that, although the focus had been on Universal Credit, the needs of vulnerable people and those with debts pre-Covid had also been taken into consideration. The approach had been to tailor services to individuals which included assisting people with financial issues and teaching them how to manage their housing costs, utility bills etc at a very challenging time when many people had found themselves without work. The focus had been on working collaboratively with partners to support those in need of help.

Members were glad to see that Universal Credit had been successfully rolled out and noted that staff at the One Stop Shop in Hayes had been extremely helpful in supporting residents seeking assistance pre-Covid. Members were delighted to note how much had continued to be achieved throughout the pandemic to support vulnerable residents.

The Committee noted that the trial managed migration in Harrogate had been suspended.  It had also been reported in the press that, in the first 6 months of that managed migration in Harrogate, less than 20 cases had been successfully migrated to Universal Credit out of a total of 10,000. In light of this, Members enquired how Hillingdon was faring. It was confirmed that stress testing during the pandemic had strengthened the service; different ways of working had been introduced and changes made to meet demand. It was confirmed that existing claims in Hillingdon had been due to migrate over to Universal Credit in November 2020 but this had been delayed temporarily due to the pandemic.

In response to Members’ requests for clarification it was confirmed that, although it was impossible to guarantee that no one had been missed, those who did not come forward were often evidenced by arrears of rent accruing. This would provide an indicator that there was a need to engage and support these people. It was reported that all Universal Credit claims had to be verified on behalf of the DWP and 100% of claims had been turned around within the required timeframe of 5 days. Staff had worked from home 7 days a week to meet these demands and had proactively contacted claimants to offer support.

Members extended their gratitude to all those involved in this endeavour and commended them for their valiant efforts in working proactively to get the job done and support residents during such a difficult time.

RESOLVED That the Committee:

Noted the continuing efforts of the Council and its partners to support residents in accessing and managing their Universal Credit claims and in particular the efforts of the Council and its partners to support vulnerable households in Hillingdon during the unprecedented financial challenges facing households as a result of the Covid-19 pandemic.