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The Guinness Partnership and Policy in Practice

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Senior Policy Analyst Louise Murphy was invited by National Housing Federation to present at the Welfare Reform National Event alongside Nadine Burns from The Guinness Partnership.

Since 2016, Guinness has used Policy in Practice’s software to help teams work more closely together and create greater consistency across the organisation. The Lettings, Customer Accounts and Customer Support services all use the Benefit and Budgeting Calculator on the frontline to provide the best advice and support to their 140,000 customers, in preparation for Universal Credit rollout.

This session focused on how Guinness and Policy in Practice worked in partnership to create and roll-out the Benefit and Budgeting Calculator, and how it helps staff and tenants navigate the complexities of the welfare system more effectively,

For further information on the work we have done with Guinness visit www.policyinpractice.co.uk, call 0330 088 9242 or email hello@policyinpractice.co.uk.

The Guinness Partnership and Policy in Practice

  1. 1. The Guinness Partnership and Policy in Practice Nadine Burns and Louise Murphy
  2. 2. The Guinness Partnership Top 10 local authorities Home s Cheshire East 5,428 Milton Keynes 5,203 Havant 3,896 Manchester 3,847 Sheffield 2,378 Rochdale 2,110 Stockport 1,680 Hackney 1,652 Oldham 1,355 Gloucester 1,231 North: 32,035 homes South: 18,619 homes West: 15,521 homes 170+ LAs / 650+ Job Centres
  3. 3. Successful homes Fuel • Not in fuel poverty • On the right (social) tariff • Energy efficiency and advice • Confident to switch • Accessing support from utility Finance • Able to pay rent • Financially confident & able to budget • Right benefits at the right rate • Manageable debt • Employed / seeking employment • Not sanctioned Food • Not reliant on food banks • Able to identify and buy affordable food • Have the equipment to prepare food Furniture • Has the basics, at least – beds, chairs, bedding, table • Safe white goods – fridge, cooker, washing machine Empowering customers to have a successful, independent tenancy in their home
  4. 4. Key Teams helping customers financially manage their home Lettings Team Customer Account Team Customer Support Team •Carry out affordability assessments •Assist customers with application process •Help customers that are struggling with arrears •Complete income and expenditure •Help customers who are struggling to claim benefits •Help customers challenge benefit decisions
  5. 5. Then & Now •Lettings & Customer Account Team completed Income & Expenditure on excel sheet stored with visibility for each team •Customer Support used benefit calculator & pdf for Income & Expenditure. Used a separate benefit calculator •Teams did not know the full details and customers had the same conversation with different teams Pre 2017 Before we implemented budget calculator •All 3 teams use the budget planner •Help identify benefits customers can claim & increase our customers income •Identify possible problems or under entitlement •Better customer experience – information is shared so stops customer repeating the same information After implementing the budget calculator
  6. 6. How have we used the Tool so far Helping us to work together for new customers Lettings carry out over 100 Affordability Assessments a week to make sure customers can afford the property they are moving into. The complete calculations are passed to our Customer Support Team that identify errors with benefits or identify ways to maximise income. When the tenant moves in the Customer Account Team have the information if the customer goes into arrears helping us to have informed conversations
  7. 7. Helping us to make better decision & conversations The Customer Accounts Team are able to set up payment plans that are affordable. They are able to identify benefit errors as when the customers actual awards is different to the calculator they are aware that there maybe an error and can make a referral to the Customer Support Team who can check for benefit errors. When we are applying to court we know we have done everything we possible can to help and support our customers.
  8. 8. Guinness have housing stock in Harrogate • We are working with the Move2UC team to help our customers migrate • We are trying to have conversations with our customers • We are trying to prepare customers • We want the process to go smoothly and this is a learning process Migration – Processes and considerations
  9. 9. • Making sure the customer gets the right amount • Working with Policy in Practice to calculate the correct amount and look at ways to present this information in a way that makes sense to our customers
  10. 10. 101010
  11. 11. Working in partnership www.policyinpractice.co.uk One of our recent Benefit and Budgeting Calculator user groups
  12. 12. Developing the Benefit and Budgeting Calculator www.policyinpractice.co.uk •Built UCC to help small group in Whitehall •30k+ hits within 3 months •Added current system for first client, LB Lewisham •Helped 3x as many households into work •Fastest in the market, helped w2w clients and housing associations •Added budgeting module •Data analysis and broader policy coverage •Modelling CTRS schemes •Added DHP calculator •Collected four years of customer feedback •Decided to re- build from scratch •Launch of UBBC 3.0 •Self-Service introduced •Universal Credit Calendar added •Trigger Figures integrated •Updated to support the Move to UC pilot
  13. 13. Developing the Benefit and Budgeting Calculator www.policyinpractice.co.uk
  14. 14. Working in partnership: transitional protection www.policyinpractice.co.uk
  15. 15. Thank you louise@policyinpractice.co.uk 0330 088 9242 www.policyinpractice.co.uk
  • Sawthetaung

    Aug. 23, 2020

Senior Policy Analyst Louise Murphy was invited by National Housing Federation to present at the Welfare Reform National Event alongside Nadine Burns from The Guinness Partnership. Since 2016, Guinness has used Policy in Practice’s software to help teams work more closely together and create greater consistency across the organisation. The Lettings, Customer Accounts and Customer Support services all use the Benefit and Budgeting Calculator on the frontline to provide the best advice and support to their 140,000 customers, in preparation for Universal Credit rollout. This session focused on how Guinness and Policy in Practice worked in partnership to create and roll-out the Benefit and Budgeting Calculator, and how it helps staff and tenants navigate the complexities of the welfare system more effectively, For further information on the work we have done with Guinness visit www.policyinpractice.co.uk, call 0330 088 9242 or email hello@policyinpractice.co.uk.

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