Guidance

August 2019: Universal Credit landlord engagement newsletter

Updated 1 April 2020

This Universal Credit newsletter aims to provide up to date information to social and private landlords about Universal Credit.

It’s important that you use the most up to date version of the UC47. Please check regularly to find the most up to date version of the Universal Credit and landlords guide and UC47.

1. Setting up email alerts

Email alerts are a really good way to receive Universal Credit (UC) information that has been updated on GOV.UK.

Sign up for email alerts and add your email address and decide how often you would like to receive the alerts.

If you like this newsletter and want to be able to easily find it again later, depending which website browser you’re using, add it to either your “favourites” or your “bookmarks”.

2. General updates

• Universal Credit replaces 6 benefits with 1, to simplify the system and make work pay. As a result, people claiming Universal Credit move into work faster, stay in work longer and spend more time looking to increase their earnings.

• Universal Credit also provides more help with childcare costs, a dedicated Work Coach and scraps the 16-hour ‘cliff edge’.

• Moving people to Universal Credit extends the benefits to legacy claimants. It’s the next phase of Universal Credit in 2020-23 and will open up work, allowing people to increase their hours without the penalties they would normally be subject to with Tax Credits.

Findings from research shows:

• The Universal Credit Full Service Claimant Survey shows that 9 months into a Universal Credit claim, 40% of claimants are working for an employer in a paid role, as opposed to only 23% at the start of their claim.

• People on Universal Credit spend around 50% more time looking for a job than they did under JSA.

• 86% of people on Universal Credit were actively looking to increase their hours, compared to just 38% of people on JSA.This is because they can take on more hours without losing their benefit.

• 77% of people on Universal Credit were actively looking to increase their earnings, compared to just 51% of people on JSA.

2.1 Recent announcements

Secretary of State’s Announcement: 22 July 2019 on move to UC and SDP

On 22 July 2019, the Secretary of State laid the regulation to allow the department to run a pilot where up to 10,000 legacy benefit claimants will be moved to Universal Credit.

• These regulations, that came into force Wednesday 24 July, enable the department to deliver some important things.

• First, they enable us to confirm our plans to begin the pilot of moving claimants to Universal Credit. This move will extend the benefits of Universal Credit to claimants on legacy benefits whose circumstances have not changed.

• As we have previously planned, and as you may already know, the pilot began in Harrogate on 24 July 2019, with the possibility of extending to further sites as the pilot progresses. The pilot will allow us to learn from putting our processes into practice, and adapt our approach to support people effectively.

• The new regulations also provide support for claimants who were in receipt of the Severe Disability Premium before they moved onto Universal Credit.

• From 24 July 2019, we began the process to ensure that claimants are paid an additional transitional payment from the earliest opportunity. I know that this will be widely welcomed.

• You may also be aware that since 16 January 2019, claimants who are receiving Severe Disability Premium have been prevented from moving to Universal Credit if they have a relevant change in their circumstances.

• Following a recent High Court judgment, from January 2021 the new regulations will also end the barrier that currently prevents recipients of the Severe Disability Premium moving to Universal Credit through a change of circumstances.

• After January 2021, Severe Disability Premium claimants will move onto Universal Credit and be eligible for transitional payments.

• These changes will help to ensure that more people benefit from being on Universal Credit, while also reaffirming our ongoing commitment to learn and adapt our approach to ensure claimants receive the support they need during the move to Universal Credit.

2.2 Universal Credit statistics

The latest statistics from 23 April 2013 to 11 July 2019 were published on GOV.UK on 16 July 2019.

Key statistics

Universal Credit Caseload published 16 July 2019:

• In the 5 weeks to 13 June 2019, the number of people on Universal Credit has increased by 7% to 2.2 million

• Of these people, 32% (700 thousand) were in employment, compared to 38% in June 2018

• Of these people, 55% (1.2 million) were female, compared to 50% in June 2018

2.3 Changes to Universal Credit

Improvements have been made to help claimants understand their Universal Credit payments. On the ‘Home’ page of a claimant’s online account, a ‘Payments’ section is now available as soon as the claim is made that will display:

• the date that the first statement should be available
• the date they should receive their first payment
• a version of the statement to show how their payment will be made up based on what they’ve declared

The design of the statement itself has also been improved to make it clearer.

2.4 The Universal Credit and rented housing guide for landlords

The Universal Credit (UC) and rented housing guide for landlords provides private and social sector landlords with information about Universal Credit to help them understand what they can do to help their tenants.

This includes Alternative Payment Arrangements if claimants are finding it hard to manage their UC payment and pay their landlord themselves. Alternative Payment Arrangements can include a Managed Payment to Landlord.

The guide contains important information for landlords including:

• understanding payments and helping tenants to prepare for Universal Credit
• paying rent
• evidence requirements and checking claims
• calculating rent
• paying for 2 homes
• service charges
• Alternative Payment Arrangements (APA)
• recovering rent arrears from a UC claim
• discretionary Housing Payment
• specialist accommodation needs
• UC Scottish Choices
• complaints

More information about Universal Credit and landlords.

2.5 Top Tips for landlords

At DWP we continue to be approached by landlords asking for advice on how they can support their claimants with the move to Universal Credit. Landlords can find lots of information on the Understanding Universal Credit website.

Here are our top tips to help make the claim go as smoothly as possible.

• Ensuring your tenants have accurate documents that prove their liability to pay rent and their occupancy of the property they’re claiming for. Missing or inaccurate evidence could delay their first payment.

• Encourage your tenants to open a bank, building society or credit union account will make sure they’re ready for their first Universal Credit payment, and allow them to arrange direct debits or standing orders for their rent.

• Remind your tenant that if they can’t manage until their first payment they can apply for an advance. The maximum amount they can get will be the same as their first estimated Universal Credit monthly payment. They will need to pay this back from future Universal Credit payments, usually over 12 months, although this will be extended to 16 months in 2021.

2.6 Submitting a Managed Payment to landlord request

Before a Landlord applies for an APA Managed Payment to Landlord please check the tenant has made a claim to Universal Credit and verified their housing costs.

More information about direct payments.

2.7 Reminder for landlords - enquiring about a Managed Payment to a landlord

In the first instance the landlord should engage with their tenant about the issue as the tenant has access to their own information via their online account.

They can share the information from their account with their landlord or other representative, if they wish to, as this contains information about housing payments made.

The landlord must not:

a. request the log-in details from the tenant and/or

b. make disclosing these details or allowing access to the tenant’s online account a condition of the tenancy

If more assistance is required, the claimant can seek this via their journal, face-to-face with their work coach or by contacting the service centre by telephone.

Before a landlord can contact DWP to discuss their tenants case, the claimant must first have provided their explicit consent to share their personal information with their landlord or other representative via their journal, face-to-face with their work coach or by contacting the service centre by telephone.

Consent will need to be provided for each separate enquiry.

When contacting Universal Credit, the Landlord will be asked to confirm their identity so the case manager can speak to the landlord direct.

If you are unable to engage with your tenant, you can contact the service centre.

Universal Credit service centre

Telephone: 0800 328 5644
Welsh language: 0800 328 1744
Textphone: 0800 328 1344
NGT text relay – if you cannot hear or speak on the phone: 18001 then 0800 328 5644
Monday to Friday, 8am to 6pm
Find out about call charges

When calling the service centre, the integrated telephony system will filter the call directly to the case manager dealing with the claim as long as some unique identification questions about the claimant can be answered. These include:

• the telephone number the claimant has registered with Universal Credit
• their post code
• the 1st line of their address
• their date of birth

Explicit consent will be required if the Landlord is calling on their behalf.

We recommend that the claimant is always to hand when any representative contacts the UC service centre on behalf of a claimant they are supporting.

More information about Universal Credit and landlords

2.8 Improved support for landlords

The DWP Creditors Handbook has recently been refreshed and provides comprehensive guidance about how the deductions from benefit scheme works.The new edition, provides tailored advice about the Universal Credit arrangements and so should be much easier to use.

It explains how landlords can arrange to set up deductions from benefit and how to update any of the details DWP hold for the landlord.

Having read the guidance, if further advice is needed:

The Universal Credit Helpline will support private landlords with queries about deductions from benefit relating to routine rent payments.

They will also support both private and social landlords who want to start or stop a payment or a deduction.

Universal Credit helpline

Telephone: 0800 328 5644
Welsh language: 0800 328 1744
Textphone: 0800 328 1344
NGT text relay – if you cannot hear or speak on the phone: 18001 then 0800 328 5644
Monday to Friday, 8am to 6pm
Find out about call charges

The DWP Third Party Payment helpline will resolve queries from private landlords about payments in relation to established deductions for arrears of rent only, as these are paid using the DWP Third Party Payment arrangements.

They will also support social landlords with queries about deductions from benefit relating to routine rent payments and also deductions to recover arrears of rent. They will need the creditor reference number to be able to help.

DWP Third party helpline

Telephone: 0800 328 0128
Monday to Friday, 8am to 6pm
Find out about call charges

2.9 Payment schedules

Payment schedules using the Third Party Payment arrangements are produced and issued by post or electronically (if set up for electronic schedules). Moving to electronic schedules offers a much faster, better service for creditors and they are easier for organisations to share quickly with relevant colleagues on receipt.

If you currently receive postal schedules and would like these to be delivered electronically please refer to the Payment Schedules section in the following guidance.

More information about how the deductions from benefit scheme works.

2.10 New online application for Direct Rent Payment to be introduced this year

Part of the process for Private Landlords and those Social Landlords with housing stock not on the portal will be improved.

An online system will be introduced this year so they can request, where necessary, that their tenants’ rent is paid directly to them when appropriate.

This new landlord service will ensure the correct information is gathered up front and will reduce the amount of work required for a DWP agent to put an APA in place.

2.11 Help to Claim

For claimants who are unable to access or use UC digital services, there is assistance available to make and maintain their claim using the Freephone Universal Credit helpline.

Face-to-face support is also available in all jobcentres.

In exceptional circumstances, a home visit can be arranged to support a claimant in making and maintaining their claim.

Running alongside this national DWP offer from 1 April 2019 is the Citizens Advice Help to Claim which supports claimants making a new Universal Credit claim or moving from a legacy benefit to Universal Credit because of a change of circumstances.

Help to Claim offers tailored, practical support to help people make their claim up to receiving their first full correct payment on time. It is widely available online, through a Freephone number and face-to-face through local Citizens Advice services.

Use the following links to access Help to Claim if:

• you live in England or Wales
• you live in Scotland

Help to Claim does not change the Universal Credit date of claim rules. The date of claim is the date the UC claim is submitted. Claimants should not delay in submitting their Universal Credit claim.

Both the jobcentre Offer and Citizen’s Advice Help to Claim routes are specifically designed to provide support to UC claimants as quickly as possible.

Where a new claim has been made directly through DWP channels, the claimant can still access Help to Claim for further support up until their full correct UC payment is in place.

Landlords can help claimants to access this via self-service (using the signposting routes above) or claimants can be referred by DWP.

2.12 Monthly Universal Credit Local Housing Allowance rates for England, Scotland and Wales

Monthly Universal Credit Local Housing Allowance rates for England, Scotland and Wales from 2014 to 2019.

2.13 Information for couples

An overview of what Universal Credit means for couples who make a joint claim, including who can make a joint claim and what they will be expected to do in return has been updated.

2.14 Benefit Cap

A revised version of the Benefit Cap Statistics – August 2019, provides information about benefit cap statistics and methodology including the purpose, source, definitions and limitations of statistics covered.

2.15 People experiencing homelessness to benefit from new jobcentre support

DWP has developed the training for Jobcentre Customer Service Managers with guidance from expert organisations, including Crisis, Homeless Link and Shelter.

The new coaching is aimed at ensuring people experiencing homelessness, and those at risk of becoming homeless, get access to all relevant services offered by the department.

The managers will also act as a point of contact for partner homelessness organisations in their local area, focusing on building relationships with them and ensuring people are signposted appropriately to additional, expert support.

This is in addition to the support already available, which includes helping homeless people to verify their ID to set up claims for benefits, assistance with opening bank accounts and pausing requirements to look for work so they can concentrate on finding stable housing.

Read the ‘People experiencing homelessness set to benefit from new jobcentre support’ news story.

3. Partnership managers

We are committed to developing strong and productive partnerships at a local, regional and national level. The local expertise we get from our external relationships helps us move people into and closer to work or claim any eligible benefits.

By working together, we meet shared objectives and avoid duplication. We keep our partners up to date on welfare and policy changes, ensuring that everyone can access the support they need.

Contact the DWP partnership team for your area to find out how we can work together.

4. Information for Social Rented Sector landlords

4.1 Social Rented Sector – Landlord Portal Service Improvements (for Portal Landlords only)

We have made changes to the landlord portal as follows:

1. From Wednesday 24 July, landlords will be able to identify whether a ‘Provide tenancy details’ To-do relates to a new claim or change of circumstances. To-dos relating to new claims (or claims with no previous housing costs), will be highlighted with a ‘New claim’ flag. This change will affect any new claims (or claims with no previously declared housing costs), that were made on or after 17 July 2019.

2. From Wednesday 7 August 2019, the Tenants list in the landlord portal will only show tenants which have an active Universal Credit claim.

Tenants will no longer appear on this list if either:

• the claim is closed
• the tenant reports a change in housing circumstances, which results in them moving to another landlord

If you have any questions, please contact: tp-lp.accountmanagerteam@dwp.gov.uk

4.2 Landlord Portal statistics

Following the July enrolment of a further 10 landlords, there are currently 764 Landlords on the Landlord Portal. This includes 16 landlords for Northern Ireland.

We have now moved to quarterly roll out of the Landlord Portal. Therefore, the next update will be early November 2019.

If you are a social landlord and feel you would benefit from use of the portal, please contact us at tplp.enrolmentcontacts@dwp.gov.uk.

4.3 2019 Rent Changes

We are currently testing the functionality to bulk upload rent change information with some landlords and will use the outcome of this to inform our next steps, this will include the approach for expanding further to other landlords.

We will make an announcement when we are in a position to move to a wider roll-out.

Please note it remains the claimant’s responsibility to notify all changes of circumstances, including any rent changes, and the bulk upload functionality is not intended to replace this.

5. Information for Private Rented Sector landlords

5.1 UC47 Form

If you have sent a secure UC47 from a non-secure email address, you will receive a message advising that we are unable to process the information on it as it does not comply with General Data Protection Rules. Your original email will then be deleted.

Please ensure that you follow the correct process using the correct UC47 form.

6. Future Universal Credit landlord newsletters

We always welcome your feedback. We hope you have found this UC landlord newsletter useful, your feedback will help us improve future newsletters.

Send us an email about:

• what you think of the newsletter, and if we’re providing the information that you need
• comments and suggestions on how you feel we could improve these newsletters

We’d especially like to know:

• how useful you found this edition of the UC landlord newsletter?
• did you learn anything new?
• would you recommend the UC landlord newsletter to a colleague or a tenant?
• what specific information about UC you would like to see in future editions of this newsletter

Send an email with your comments to: uc.strategiclandlordengagement@dwp.gov.uk.