Are you ready for Direct Payments?

Jenny Spoor, GreenSquare Group

GreenSquare

• We provide housing, regeneration, care & support across Wilts, Glos & Oxfordshire.

• Approx 11,500 properties• In addition, we build new homes from

social to outright sale & have an in house gas company.

• www.greensquaregroup.com

DWP Project

• Methods of communicating with residents

• Methods of supporting residents with complex needs

• Tested direct payment of housing benefit to residents NOT Universal Credit

• Test the impact of a range of trigger points

DWP Direct Payment Project

• 6 Local Authority Areas – 4 England, 1 Scotland and 1 Wales

• All participants were working age• Not Supported Housing• We worked in conjunction with Oxford

City Council.• Approx 400 of the 2000 residents

Preparations

• Hugely resource intensive

• A collaborative approach• Changed our pre

tenancy process• Nervousness around

Direct Debit payments• Increase in arrears

generally prior to project starting

DWP Project

DWP Project

DWP Project

DWP Project

Customers’ experience

• Change in relationship.

• Vulnerable residents are capable.

• Wide variety of payment methods.

• Most people paid something.

Key Lessons

• Preparation, preparation, preparation!

• Technology v resources.

Key Lessons

• Arrears module – is this fit for purpose?

• Know your customer and target communication accordingly.

Key Lessons

• Vulnerable residents are capable;

• Change of culture – are your Board and staff ready?

• Who will do what?• It will cost us, so what

are your priorities?• Keep it simple.

Any questions?

www.greensquaregroup.com