West Midlands Welfare Reform Conference Steph Jackson Group Manager Customer Care & Involvement Shropshire Council 1st November 2012
Shropshire • 320,000 hectares • 300,000 population • 132,000 properties
• 16 Market Towns only 6 > 10,000 population
Welfare Reform Project • No national advertising done so far
• Numerous organisations sending out part information • Customers call the council for clarification • Partners called in to discuss county strategy
Outcomes • County wide strategy developed to publicise changes and support available • Phase 1 – Under occupancy and benefit cap (letter coordinated by council, joint leaflet devised by all partners) • Phase 2 – Universal credit implementation • Overarching themes – responsibility, finance, support, employment, education, training
Direct Payment Project • 1876 customers in scope spread right across Shropshire • Three phases so far
• 369 customers deemed vulnerable • Started in July 2012 for 12 months
Project Implementation • March 2012 - Letters sent to all customers introducing project and its purpose
• April 2012 – BACS details requested from all customers • May 2012 – Reminder sent • June 2012 – successful respondents go live • July 2012 – first direct payment made
Phase 1 • 657 went live
• £193,257 paid out
• All contacted and all arranged payment
Phase 2 • 236 more went live
• £211,749 paid out
• All contacted and arrangements made
Phase Outcomes • 130 people require intense work for complex issues • 102 safeguarded • 40 require help setting up bank account • 36 people refused to be involved • Over 400 people have not responded to 6 letters, visits and phone calls
Lessons Learned and Barriers to Success • Communication!! • Lack of welfare reform awareness • Resistance to change • Budgeting capacity • Multi layered issues
Engaging, Educating and Empowering Tenants to Ensure Financial Inclusion • Helping people in receipt of benefits to manage their money • Utilising jam jar accounts for better financial management • Developing partnerships with local Credit Unions
• Facilitating money management training and support with partners
Summary • Need to know residents well
• Need a good network of partners • Need a good range of support options • Credit Unions responsive to meeting customer needs
Contact details: Email
[email protected] [email protected] Phone 01743 253861 Website www.shropshire.gov.uk