Universal Credit (UC) started rolling out in Surrey in October 2018 and we now have over 450 tenants claiming the combined benefit payment.

To ensure your switchover goes smoothly, and you receive the money you are entitled to, it’s important you complete the following actions;

• Provide all requested documents and proof to the DWP on time to complete your claim. You can do this by regularly logging into your UC journal and checking your ‘To Do list’.

• If you were in receipt of housing benefit, contact your Local Authority to claim two weeks’ housing benefit run-on.

• If you need to claim council tax benefit you must contact your Local Authority, as this will not be included as part of your UC claim.

• Contact your Income Officer immediately to set up a payment plan for when you receive your first UC payment. You will be expected to pay your monthly rent and service charges plus an agreed amount toward any arrears, which can be negotiated depending on your circumstances. We can work out the date you should receive your UC based on your claim date if you are unsure.

• Please do not ask the Jobcentre to pay us your housing allowance directly (known as an APA) without discussing it with your Income Officer. This can delay the payments further and is not always the best option as it is paid on a different schedule and can make managing your account more difficult.

Please also note the following:

• If we are unable to make a payment plan with you, UC will pay us up to 20% of your living allowance to clear arrears

• We have a Digital Inclusion team who can support you to get online if this is difficult for you

• If you have a joint tenancy with an ex-partner who no longer lives with you, UC may only pay you half the housing element. Please contact us so we can help you sort this out.

The most important thing to remember is that we are here to help, but you must contact us and keep us updated on the progress of your claim.

Call 0300 123 3399

Jenny* has been a Raven tenant since 2003 and has recently become a single mother with dependent children. Struggles with mental health and wellbeing, coupled with caring for her children full-time, has prevented Jenny from looking for work.

Before moving to Universal Credit (UC), Jenny was in receipt of Housing Benefit (HB) and Child Benefit (CB). Early this year, her former partner made a joint claim for UC but mistakes made in the claim meant that the Department of Work and Pensions (DWP) didn’t pay both the Children’s and Housing Cost element. Just before their first joint UC payment was due, Jenny and her former partner made the decision to separate. This caused further complications for the DWP and for Jenny and her children. As a result, Jenny went into further rent arrears and was faced with the risk of losing her home. The stress of the whole situation almost drove her to have a nervous breakdown.

In April 2019, Jenny was referred by her local Council’s Homelessness Prevention department to Raven’s Universal Credit Officer (UCO) who intervened. The UCO detected other errors, including a 25%-bedroom tax being deducted from her UC. In total, Jenny suffered a financial loss of approximately £1,000 which the UCO helped Jenny claim back and this was paid into her account on the day her second UC payment was due.

On receipt of her full UC entitlement, she was more than happy to set up a Direct Debit mandate to collect her monthly rent, including a payment plan to start reducing her rent arrears and is now better off by around £900 per month. As a result of her responsible attitude towards her priority bills, Jenny has organised a repayment agreement, avoided court action leading to eviction and has enough money for her family to live on.

“I am relieved and grateful for Raven’s intervention. If it wasn’t for the help of Raven’s Universal Credit Officer, I would have found it very difficult to cope.” said Jenny.

The UCO will continue to help Jenny with any future ongoing UC issues and Parashoot will provide support with other issues for a few months.

*Jenny is not her real name