Universal Credit: Providing information residents need

The rollout and uptake of Universal Credit is widespread. However, there is still a lot of controversy and frustration out there in understanding what is eligible to claim. Clearly helping a resident with what they need to do and aid their understanding of the eligibility of different charges is important to the overall customer experience.

When residents receive their rent increase notice, with the associated Form 4 and possible service charge breakdowns, there is a myriad of information to digest. Questions that typically arise are; What are my new charges? Why has this gone up? and for some there’s the bigger question – Why am I receiving this?

The process for Universal Credit can be daunting for some residents as this may be the first time that they need to take action to directly pay the new charges. Previously they simply received the rent increase notice safe in the knowledge that the charges are taken care of through the Benefits system. The responsibility for payment has shifted with residents needing to take control by paying their charges from the monies received via Universal Credit rather than being offset on their account.   

Explaining what action residents need take if they are in receipt of Universal Credit is crucial to avoid a debt position. If you were to receive this communication, would you know what was required?

Knowledge is power

Knowing what to do is only part of the solution. The detail as to what charges are eligible and ineligible is just as important? It is not a ‘one size fits all’ approach either. The nuances of service charges, water rates, rent and heating amongst other things means that each resident has a potentially complex assortment of eligible charges that need to be communicated.

Traditional mail merge templates with a whole host of ‘if’ statements, such as ‘If you receive Universal Credit’ or ‘If you have non eligible charges’, often adds more confusion as the resident tries to work out what applies to them.

A new approach is needed which creates an effective, engaging experience for residents by receiving  ‘personalised’ content that explains the nuances of their charges and presents a clear call to action. Armed with clarity around what they need to do a resident is empowered to take up the call to action and prepare to pay the new charges – the desired outcome.

Backing up this communication is data. Understanding the charges, eligibility and whether someone is in receipt of Universal Credit. Utilising this data is the key to being able to clearly communicate with residents. Within a traditional mail merge environment this a challenge – multiple spreadsheets, multiple variables and a lot of templates make it a time consuming process for you and confusing messages for residents.

Making it happen

Using our experience in the Housing sector and beyond, we take the data and weave it into a coherent communication so residents know exactly what they need to do. You benefit from improved customer experience, reduced overall costs, reduced debt and a VfM solution.