Forum Home → Discussion → Universal credit administration → Thread
e-mail communication to and from landlords
DWP say that a new process applying to housing associations and other landlords has gone live, to confirm by e-mail that a claim has been made for UC, with notifications now being sent to dedicated email addresses.
http://www.housing.org.uk/latest-updates/universal-credit-email-notification-process-now-live/
Also the DWP has set out its preferred approach for housing associations to get in touch with UC issues. Includes regional e-mail links to Jobcentre Plus Partnership Managers if issues are unresolved.
http://www.housing.org.uk/latest-updates/making-enquiries-about-universal-credit/
All very well in theory. In reality social landlords’ staff are not always getting the information they need by using the UC helpline for non urgent issues, using data sharing regulations that allow this sharing. Evidence is being collected by the National Housing Federation.
Update from National Housing Federation highlighting a new rent verification process for housing associations that started on 3 October -
The DWP will be introducing a new rent verification process from 3 October. If the claimant comes into the Jobcentre and provides the correct information, a new claim notification is sent out as usual. If not, the DWP sends out a rent verification form. The form includes the same information as the new claim notification and asks for rent verification, so acts as a notification that a claim has been made. It can be sent back to the DWP via secure CJSM email system. We are aware that the CJSM system is struggling given the number of emails now being sent through it, and are urging the DWP to develop a longer-term solution.
http://www.housing.org.uk/latest-updates/universal-credit-new-claim-email-notifications/
And another update from NHF relating to APAs and information disclosure -
A change was made in June 2016 to Alternative Payment Arrangements (APAs) in full service only. These are now being paid by the Third Party Deduction (TPD) payment system, which may create issues with timeliness – the TPD system pays out monthly, whereas APAs were previously paid on the anniversary of the claim for each individual claim. The DWP is looking into any further changes they can make to solve the issue, but this was brought in with no consultation.
There remain issues around what DWP service centre agents can disclose about claims, which means associations calling the service centre may or may not get the answer needed, and have to call back to speak to someone else who might provide the information needed. The DWP has regularly provided telephony agents with guidance about disclosure that is absolutely clear. For example, it states that the Apollo list shouldn’t be mentioned when speaking to housing associations as it’s a housing benefit list for local authorities. If the Apollo list is mentioned when calling it should be challenged.