Agenda item

To consider the report of the Chief Officer – Customer Access and Welfare, which provides information on the Government’s introduction of full service Universal Credit, the impacts across the city and how front line services are continuing to support people affected by the Universal Credit regime.

The report of the Chief Officer, Customer Access and Welfare provided an update on the Government’s introduction of full service Universal Credit (UC), the impacts across the city and how front line services are continuing to support people affected by the UC programme/system.

The following were in attendance:

·  Lee Hemsworth – Chief Officer Customer Access & Welfare

·  Dianne Lyons – Citizens Advice Bureau

·  Allison Long and Rebecca Elling – Job Centre Plus

·  Diane Gill – Senior Policy Development Officer

·  Susan Murray – Head of Customer Contact

·  Kevin Bruce and Mandy Sawyer – Housing Management

·  Cllr. D Coupar – Executive Member for Communities

Key issues identified in discussions with the Board included:

·  The changes implemented by the Government to the way UC claimants are to be supported. The funding has moved from Local Authorities nationally to the Citizens Advice Bureau (CAB). The Department for Work and Pensions (DWP) the Local Authority will still provide support where possible to customers where possible with UC claimants being signposted to CAB. Members heard that CAB in Leeds have up to 9 full time advisors working with UC and it was reported that CAB are dealing with 300 enquires per month.

·  Members queried whether the Government or MP’s had seen the related scrutiny report, or acknowledged the impact that the implementation of UC was having in Leeds, and that this wholescale change of what was previously a good support network would be disruptive for all. Members were informed the Executive Board Member, has written to the Government and DWP and met with local MP’s to discuss concerns. 

·  Concerns were raised that it would be difficult for members to direct residents when assisting with complex UC queries without a network of contacts and it was requested that the local authority work with CAB to monitor the effect of the introduction and that evidence be reported back to Scrutiny.

·  The provisions in place for residents with language barriers and training in place for staff to assist. Members heard that CAB Leeds & Chapeltown offer a free interpreting service to all residents, and are working with partners to identify venues that can be accessed by the public.

·  Clarity was sought on the primary location of staff. Members were informed the city centre office provides advice in 30 locations around the city and is open 5 days a week with telephone access also.

·  Clarity was sought on the approximate waiting times for appointments. Members were informed that UC claimants are prioritised and residents can also use the Job Centre Plus to make claims.

·  The capacity and provisions in place to assist people digitally.

• The Chair also agreed to undertake to write to the Government, to raise the concerns of the Board regarding the revised support programme.
• The Board identified that an update position regarding universal credit and how well the new support system was being embedded, should be scheduled into the 2019/20 work programme.

RESOLVED – The Scrutiny Board (Environment, Housing and Communities):

a)  Noted the contents of the report.

b)  Noted the information provided at the meeting and the issues identified for further consideration.

c)  Resolved to write to highlight the concerns of the Board.

d)  Recommended that the successor board schedule a further review on the new Universal Credit – impact and support arrangements, be scheduled into the 2019/20 work programme.