As one of the first areas to go full-service with Universal Credit, Curo adopted a triage approach to helping their most at-risk customers first. This outward facing strategy means they spend 80% of their time with 20% of their customers.
In this webinar we look at Curo’s story with Emma Owens, Head of Customer Accounts, and hear how this housing provider uses Policy in Practice’s Benefit and Budgeting Calculator to help manage this process and effectively maximise staff time. The tool’s self-serve feature encourages customers who need less help to begin the process independently, allowing staff to focus their support on those customers who need more support.
“Policy in Practice’s Benefit and Budgeting Calculator has saved us considerable time and allowed us to do the thing that we do best and that’s to give the support to the most vulnerable people to keep them in their home, which is our ultimate goal.”
Emma Owens, (Acting) Head of Lettings, Curo
To find out more visit www.policyinpractice.co.uk, email hello@policyinpractice.co.uk or call 0330 088 9242.
3. Today’s speakers
Zoe Charlesworth
Head of Policy
Policy in Practice
Emma Owens
(Acting) Head of Lettings
Curo
Louise Murphy
Policy and Operations Analyst
Policy in Practice
4. Agenda
• What is triage and how do we do it?
• Universal Credit and Curo
• Key lessons and challenges
• What Curo’s UC tenants are saying
• How impactful is triaging support?
• Software that can help
6. Triage
Oxford dictionary:
• (in medical use) the assignment of degrees of urgency to wounds or illnesses to
decide the order of treatment of a large number of patients or casualties.
• The process of determining the most important people or things from amongst a
large number that require attention.
Supporting low-income households
• Determining who needs support, how urgent that support is, and how it can be
delivered.
7. Triage for low-income households
In general, this is undertaken:
• On an ongoing basis e.g. at Housing Association lettings
• In response to change e.g. roll-out of Universal Credit
• Strategically through examination of low-income data
The process is:
• Identification
• Target
• Engagement
• Support
• Track intervention
8. Strategic triage through data analysis
The future of supporting low-income households
Local authority data + data analytics
LIFT dashboard Benefits Calculator
Identify Engage
Target Support
Track
8
10. Target those who will need support
E.g. Households with children and those with low financial resilience.
This reduces the 1,272 self-employed households to 317
10
11. Who to target?
Dependant on organisational requirements e.g:
1. To protect rents:
• Tenants with arrears and no monthly income and no savings
• Self-employed with no savings
2. Homelessness prevention:
• Private tenants with no non non-dependants, savings or monthly
earnings
3. Households that may struggle under UC:
• those losing ESA disability premiums, self-employed
• Those that will struggle with claim processes and benefit delay
12. Engage
Inform (and illustrate) income under Universal Credit initially and after 12
months
In this case, a reduction of £316/month in household income
12
14. How is support delivered?
• Self-service tools
Simple and easy to use
Easily accessible
Engaging
• Support tools
Benefits calculator
Advice and support
Better use of scarce resources and expertise
15. Some final thoughts …
• UC managed migration has not yet started
• Transitional protection will end as changes of circumstances occur
• Supported and temporary accommodation
• Welfare reform is still ongoing e.g. impact of two-child limit
• Mitigation and support measures need to be ongoing, not just for the initial
transition
“Data is already used to detect fraud and chase arrears, so why not use it to help
citizens?”
Sue Nelson, Social Interest Group, formerly at Luton Borough Council
If you know who needs support in advance you can seek to avoid crisis
21. Putting you in the picture:
UC and Curo
• Curo were an early adopter of UC – we had Live service in Feb
2014
• We launched Full Service on 26th May 2016
• As it stands we have 2581 UC claimants
• End ofv March 2019 – UC arrears were 6.38% (gross), Non UC
1.32% (net)
22. What we didn’t know back then….
• When we would go ‘full service’
• What the resource requirement would be
• The real impact on our customers
• How often things would go wrong
• How many new claimants we would have, and how
quick this would happen
• The true impact on our rent arrears
• If we would really be able to get direct
payments….and if not would customers pay?
23. Number of new UC claims since May 16’
Average of 96 new cases per month in yr 1 (55 in yr 2)
c.40% of working age customers in FS area onto UC in 18 months
231
286
391
469
566
692
782
865
983
1096
1190
1277
1341
1403
1459 1485
1542
1589
1655 1680
1750
1801 1826
1867 1901
1954
2031
2118 2140
2196
2263
2317
2371
2426 2463
2523
2581
0 55 105 78 97 126 90 83 118113 94 87 64 62 56 26 57 47 66 25 70 51 25 41 34 53 77 87
22 56 67 54 54 55 55 60 58
0
500
1000
1500
2000
2500
3000
May-16
Jun-16
Jul-16
Aug-16
Sep-16
Oct-16
Nov-16
Dec-16
Jan-17
Feb-17
Mar-17
Apr-17
May-17
Jun-17
Jul-17
Aug-17
Sep-17
Oct-17
Nov-17
Dec-17
Jan-18
Feb-18
Mar-18
Apr-18
May-18
Jun-18
Jul-18
Aug-18
Sep-18
Oct-18
Nov-18
Dec-18
Jan-19
Feb-19
Mar-19
Apr-19
May-19
NumberofClaims
Month
Series1 Series2 Series3 Series4
24. Engagement & Attitude
• Our team were galvanised by the desire to
make a difference, supporting customers
through UC whilst lobbying to change what
wasn’t working
• We have let numbers and customers do the
talking for us – quickly realising if we
approached the DWP in the wrong way, we
would get nowhere
• We survey our UC customers at least once
every 2 years
Met with DWP a –
strategic landlord
groups, managed
migration workshops,
visit from DWP and
NC himself
Research with DWP –
now gone national
(published later this
year)
Original research
instrumental in the
HB run on
Work with NHF on
our survey
Met with ministers
25. Biggest challenges for customers
• Perception – negative press / narrative, social media, all play a
part. 17% answered ‘other’ when asked why they delayed
claiming, and the narrative told us fear factor played a huge part in
this
• Deductions – 70% tell us they cause financial hardship, and every
• The wait for 1st payment
• Impact on health and wellbeing – 100% of customers who told us
deductions caused them financial hardship caused had an existing
health condition worse, or a new one created with over 56%
seeing their GP
• Communication & Access to information – not being able to
speak to someone, no replies to journal messages, and not being
able to easily access info offline
• Debt – 40% used a foodbank, 4% admit to using loan sharks
26. What our UC Customers have told us
25% delayed
making their UC
claim
40% delayed
because they
didn’t know
what to do
80% claiming legacy
benefits before UC
56% claimed UC due
to a ‘life changing’
event
76% of those
who left work
did not leave
with a
months ‘FT’
salary
81% have
access to
broadband
at home
40%
needed to
use a
foodbank
*Curo customer survey September 2017 & 2019
“I have a history of depression and all of the
above impacted on my mental wellbeing”
“ I struggled and
contemplated suicide – I had
to see my GP. I Really
struggled”
“Account Manager was
wonderful and very
supportive when I was
unable to pay my rent due
to financial hardship”
“Once up and running
its simple to use”
“I had a very poor diet due to
lack of money for food, my
health got worse”
“I have a degenerative spine which some
days even stops me from cooking for my
kids but because I could lift my arms high
and bend over on the day they said I can
work as many hours as a normal person
and stopped my ESA”
27. The Worry effect….
25% of customers are
still telling us they
delayed claiming
40% who delay claiming tell us it is
because “they didn’t know what to
do”
28. UC Advisors & Triage
• 2 x Full time UC Advisors supporting those transitioning on to UC
• Attempt a Triage with all claimants
• Work closely with account managers
• Attend appeals / tribunals and support mandatory reconsiderations
• Work from Bath JCP 3 mornings a week, and once a month at
Bristol 314 customers seen by us there 18-19 (avg 6 per week)
• Currently Recruiting a Money Advisor to extend the support offer
85% of customers triaged,
paid their rent with their first
UC payment
29. Triage – what do we ask?
• Managing the 5WW
• Support/referral
• Welfare support/DHP/Charity payment
• Food
• Banking
• Debt management
• Digital access and skills
• Rent payments
• Payment method
• Budgeting
• Arrears agreements
• Do they need help with Mandatory
Recon?
• Appeals / Tribunals
45%
identified as
vulnerable –
25% with
Mental
Health
Issues
89% had
access to
internet at
home
37% already
in debt at the
start of the
claim
31% have
borrowed
money since
being on UC
15% would
rely on
family /
friends to
help with
the 5 week
wait
30. What difference is this all making? (2018/19)
• 71% of all UC customers triaged
• 75% of all UC customers not triaged paid their rent – no issues
• 20% of customers identified they needed extra support with their
benefits and budgeting
• 314 customers supported at JCP
• 441 customers triaged
• 85% triaged paid their rent with their 1st UC payment or had APA
in place
• 54% of UC claimants owe us money (reduced from over 70% at
start of roll out)
• UC arrears continue to fall –
6.38% (peaked at 17%)
31. Why use benefit maximisation and budgeting tools?
• Our account manager who uses the benefit calculator the most,
had zero evictions on her patch last year and some of the lowest
arrears
• Supports customers with our move to a more digital offer, but also
enables those who need extra to support to access it with us rather
than need to be referred on
• Simple to use and enabled us to upskill a lot of colleagues
including our lettings team, and supported housing colleagues
• UC calendar especially helpful for those with varying earnings / 4
weekly pay as we can identify the months where their UC will
reduce enabling us to support customers to budget
32. A shift in the role of the rent collectors
• Should we have been doing a lot of this already? Yes!
UC has forced our hand, and this is a good thing
• Trust – we have shifted from ‘old school’ income
collecting to trusting that most people want to pay, and
building support around them. We have been willing to
wait for rent payments.
• We have invested heavily in our colleagues resilience
and motivation – and this has paid off
• We have changed our approach to KPI’s and
performance management
• We lobby – but gather data and let our numbers and
residents do the talking for us – hard to argue with fact
• Worked with partners to offer the best support & we
have been creative
• Simple human kindness approach – listen to our
customers and take a holistic approach – it is about
tenancy sustainment
UC Mantra!
• Manage what you
can control
• Lobby on what
you can influence
• Be aware of the
rest!
36. How the BBC helps: advisors
• Compare take-home income under the legacy benefits system to take-home income
under Universal Credit
• Scenarios: show how a change in circumstances (e.g. starting work, moving home)
will affect a customer’s take-home income
• Budgeting tool
37. Future developments
• Learn from Curo and build triage process into the calculator
• Let us know what would be most useful to you
• BBC Steering Group, Thursday 25 July – please join us (registration link in webinar
survey coming up shortly)
39. Next steps
Download Curo case study
Download Benefit and Budgeting flyer
Download Universal Credit Roadmap
Follow up email with this recording and slides, with links
Short 5 question survey now:
• We value your feedback
• Ask questions or clarifications
• Request your own look at the Benefit and Budgeting Calculator
• Auto sign up to our next webinar: A data led approach to transforming councils on
Wed 11 September at 10:30
Imagine the Living Standards Income and being able to identify the households?
LIFT Dashboard has a much larger range of options for targeting those affected by welfare reform – will show this
With children and low financial resilience. So unlikely to be able to cope with an income shock
Question: How is Universal Credit doing?
1: Better than reports suggest
2: The same as reports suggest
3: Worse than reports suggest
Not published yet as research not finished – please no tweeting
1 min
Improving picture
Note the rise in arrears pre-claim
Customers who have left HB in the months before claiming most at risk (3-6 m before)
Don’t underestimate this worry effect. Whislt over preparing people leads to heads in sand – your customers need to know what to do when they get any benefit stop notice.
UC advisors manage the portal,
1 min
Our Research has shown arrears build before the claim so take note of those whose hb stops!!
You can see what we triage and much of this time is spent
checking understanding – cant overstate this, find out what people don’t know and drill this in to team knowledge, systems and processes
Issues are much the same as live, but more of them and a more challenging cohort, we also now the digital element to contend with and 6WW much harder for existing benefit claimants
Do Make sure benefit transfer advances are used – 12 months to repay rather than 6, lots of instances where we have picked up on this
14% taking an advance, and as you can see from the numbers above it’s a very difficult time for many customers
We will send out a copy of the triage questions
We have found if we are lobbying – present the facts rather than being negative!
The 10% who didn’t engage and didn’t pay. 70% of customers triaged, 20% paid / claimed with no issue
Headlines: 85% pay their rent – engagement with customers really key
Nationally we are performing well, although cannot really benchmark at present feedback we are getting from others is we are performaing well. Our arrears are ran as a true picture – no cooking the books!
Challanging area, a lot of social deprivation, families, single parent families
Lots of data now – use it to your advantage
Trust your staff and your customers
We have moved away from having individual arrears targets as de-motivating, we use Quality measures instead
Let your numbers do the talking
Passport to housing