HB Training, March 2016 - proceduresonline.com€¦ · Comparison of main parameters for HB/ CTB/CTS Parameter HB CTB CTS Pensioner ... We should question when the claimant is paid

HB Training, March 2016

Objectives

By the end of the session, participants will be able to:

● Understand the Housing Benefit changes in 2016

● Be more confident assessing Universal Credit

● Be aware of the new Risk Based Verification procedure

1

HB changes – backdating restriction

● From 1 April 2016, the maximum period for which a Housing Benefit claim

may be backdated for working age customers will reduce.

● Backdating claims of Housing Benefit will reduce from the maximum

period of 6 months to 1 month.

● The good cause provisions have not changed, and working age customers

still need to demonstrate good cause for the duration of the requested

period. These new arrangements mean Housing Benefit cannot be

backdated for more than one month if an application is made after 1 April

2016.

● Date of claim for persons over State Pension age will remain at a maximum

of 3 months as per current regulations.

2

Example

● A working age claimant makes a claim for HB on 4 May 2016.

● The claimant submits a request for their claim to be backdated for 6 months

prior to the claim date of 4 May 2016.

● As the regulations changed on 1 April 2016, the new rules apply.

● The maximum period for which backdating may be considered is one

month. So, counting back one month from the date of claim backdating can

only be considered from 4 April 2016.

3

New desk aid 2016/17 (double click on

picture to open file)

4

Comparison of main parameters for HB/ CTB/CTS

Parameter HB CTB CTS Pensioner

CTS Working age

%liability used in calculation N/A 100% 100% 70%- all schemes except the ‘vulnerable’ group (see scheme desk aid) 86%-vulnerable group

Taper 65% 20% 20% 30%

Capital tariff Pensioner - £1 for every £500 over £10,000 Working age - £1 for every £250 over £6,000

Pensioner - £1 for every £500 over £10,000 Working age - £1 for every £250 over £6000

£1 for every £500 over £10,000

nil

Minimum award £0.50 None None £2.00

2AR payable N/a Yes Yes No

Maximum period claim can be backdated Pensioners – 3 months Working age – 1 month

Pensioners – 3 months Working age – 6 months

3 months 3 months

Underlying entitlement Calculated for all overpayments created

Calculated for all overpayments created

Not relevant as all changes are taken from the date of change regardless of when notified

Not applied

What constitutes a claim Harrow claim form online claim Shortened COA form Laid Laci

Harrow claim form,online claim Shortened COA form Laid Laci

Harrow claim form, online claim Shortened COA form

Harrow claim form, online claim Shortened COA form

Effective date of beneficial changes reported more than 1 mth after the event. (except for relevant benefit changes or where there is good cause for the delay)

Monday following date notified


Date of change (regardless of how long ago the change occurred)


HB changes – temporary absence

restriction

● From 30th May 2016, Housing Benefit paid under the temporary absence

rule will change.

● The DWP has issued the proposed changes to the HB Regulations that

reduce the time period that someone can be treated as occupying their

home and therefore able to claim HB whilst abroad to 4 weeks (or longer in

certain circumstances).

● The proposed rules are very similar to how the rules work under Universal

Credit i.e. who can have the Housing Costs Element included in their

Universal Credit award whilst abroad temporarily.

● The changes affect both the working age and Pension Credit age HB

Regulations.

● The general time limit will be 4 weeks, i.e. HB will only be payable whilst

someone is abroad if they intend to return within 4 weeks.

5


restriction

There are however, exceptions:

The limit time is 26 weeks for:

● members of the armed forces away on operations

● continental shelf workers, and

● mariners.

The time limit is also 26 weeks where:

● the claimant is in hospital or similar,

● the claimant, partner or dependent child is undergoing medical treatment, or

● the claimant is receiving medically approved care (other than in residential

care).

6


restriction

● The time limit of 4 weeks can be extended by up to a further 4 weeks where

the reason for the absence from GB is in connection with the death of a

close relative and the HB Office considers it unreasonable to expect the

claimant to return to GB within 4 weeks.

● Going abroad for the purpose of these new rules means away from Great

Britain - a change from the current rules where going abroad means away

from the UK.

● So from April if a tenant on HB goes to Northern Ireland they will be

considered to be abroad and will fall under the above rules.

● There is transitional protection for those already absent on 30 May 2016;

this will end when they return to Great Britain.

7

What is the difference between Great

Britain and The United Kingdom?

Great Britain

● Great Britain is the official collective name of England, Scotland and

Wales. It does not include Northern Ireland, Isle of Man and the Channel

Islands.

The United Kingdom

● The United Kingdom of Great Britain and Northern Ireland (to give its full

name) refers to the political union between England, Wales, Scotland and

Northern Ireland.

8

Temporary absence desk aid

● Will be finalised and distributed at the next training

session at the end of April

● Only draft regulations have been published to date so

the rules may change slightly but the will broadly be as

described

9

HB changes – removal of the family

premium from 1st May 2016

● From 1 May 2016, entitlement to family premiums will change.

● The family premium will no longer be included within the applicable amount

for new claims for Housing Benefit from 1 May 2016 and for existing

customers who have a child or become responsible for a child or young

person after the 30 April 2016.

● For existing customers who are no longer responsible for a child or young

person, the family premium can no longer be awarded. If responsibility for a

child or young is regained after the 30 April 2016, the premium will not be

included when calculating Housing Benefit entitlement.

● For existing customers who receive Housing Benefit, the family premium will

no longer be included within the calculation if there is a break in entitlement

for more than one week.

10

Benefit cap reducing

● The cap which is currently £26,000 per year is to be reduced to £23,000 for

households living in London and to £20,000 for those outside London from Autumn

2016, when exactly you will be affected will depend on where you live.

National Minimum Wage increased

● The National Minimum Wage will be 'rebranded' as the National Living Wage and will

be increased to £7.20 per hour for those 25 or over from April 2016. It will reach

£9.00 per hour by 2020.

● We should question when the claimant is paid below the National Minimum Wage

/National Living Wage

Personal tax allowance increased

● The Personal Tax Allowance, the amount you can earn before paying income tax, will

be increased from £10,600 to £11,000 from April 2016. It will be further increased to

£12,500 by 2020 and thereafter it will automatically be set at the same level as 30

times the National Living Wage (National Minimum Wage).

11

New Self-employed calculation sheet

12

Name: HSG BEN REF >> GROSS

PERIOD FROM >> TO >>

1.00 days

GROSS PROFIT £0.00 A YEAR

LESS OUTGOINGS AMOUNT PERSONAL%

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00

£0.00 ANNUAL EX'S

TOTAL £0.00 £0.00

NET PROFIT £0.00 WEEKLY GROSS £0.00

TAX

Net income £0.00

Less personal £11,000.00

allowance

£0.00

1 TO £32,001.00 £0.00 20% £0.00

£32,001.00 £0.00 40% £0.00

Total £0.00 WEEKLY £0.00

TOTAL TAX 0.00

N.I.

CLASS 2

If net income is more than £5,965 £2.80 WEEK £0.00

CLASS 4

If net income is more than £8,060 +

Net income £0.00

Less £8,060.00

= £0.00 X 9.00% £0.00

WEEKLY £0.00

Class 2 + Class 4 TOTAL NI £0.00

WEEKLY MONTHLY ANNUAL

PENSION CONT £0.00 TOTAL PEN £0.00

£0.00 £0.00 £0.00

GROSS TAX NI PEN DED NET INCOME

£0.00 £0.00 £0.00 £0.00 £0.00

Notes:

SELF EMPLOYED CALCULATION 2016/17

Saved here: O:\Revs&Bens\Assessments\Shared\Forms\Self-employed 2016-17

CTS – exceptions

● Where the claimant is on ESA or ESA WR and receives DLA/PIP

● You need to add a person status as Vulnerable (person receives

DLA/PIP) – if DLA or PIP stops you will need to end the person

status

13

Manual adjustments

● I world will automatically take as deduction of £6.60 for non deps

on ESA C. You will have to create a manual adjustment for £3.30

so that the correct amount of benefit is awarded – on the drop

down list the you need to choose A Non Dep-Deduction ESA C

Customers receiving ESAC with WR

● If the customer is awarded ESA C and the WR

component, the system will put them into the

vulnerable group regardless of them receiving another

qualifying benefit.

● If they should not be in the vulnerable group you need

to do an award adjustment to correct this.

Universal Credit Processing

● Please make sure you are prioritising these cases, as if we delay in responding this

can affect when someone is paid their UC

● Where we have been told the UC effective date and another DWP benefit is in

payment, please ensure you cancel HB immediately (treating as a CIC) to prevent

overlapping payments being sent out.

● If there is a gap between a DWP benefit ending and UC starting, please apply £999

per week as income and ask for proof of income covering the gap using the

suspension letter. Once proof of income received, you can input. If nothing received,

send termination letter.

● If the claim is already suspended due to a DWP benefit ending, pick up process,

cancel the claim on NG, apply £999 for the gap and send a follow up letter (edit

suspension letter) to ask for proof of income covering the gap. Once proof of income

received, you can input. If nothing received, send termination letter.

● When we have been notified a claimant is entitled to UC and is liable for CT, please

invite them to claim CTS online by sending a blank letter on Ctax civica:

● O:\Revs&Bens\Assessments\Shared\Forms\Invite to claim CTS for UC customers 16

Processing UC when it is a non-

dependant who is claiming

● If you have been informed that a ND is receiving UC, you should treat as

you would any other income CIC.

● There is no NDD for a ND who is on UC on the basis they do not have any

earned income

● Should ‘take home pay’ be specified on the UC award letter, input the

monthly net amount and write out for the ND’s wage slips as we need to

establish the gross income

● Once the wage slips have been received, calculate as a CIC (First contact

and Info received date being the date the payslips were received). Any

potential overpayment should therefore be marked as Claimant error.

17

UC claimants in LAHRA properties

● When you are dealing with the UC email templates and come across claims

for UC from LAHRA claimants, please could you send the following detail to

Housing:

– Name

– Address

– HB claim ref

– Email: [email protected]

● As you know HB on these claims will have been paid directly to the rent

account. Under UC, the default position is to send payments direct to

tenants, therefore Housing understandably would like to be made aware of

these cases so they can monitor rental income and request direct payments

of UC where necessary

● Please either send email through civica or upload a copy of your email to

civica

18

Risk Based Verification ●A fresh approach to claim verification

Verification Framework

• Verification is a huge part of the assessment

process

• It’s expensive

• It delays claims

• Detection rates vary across the country

• Average national detection rate was about 6%

What is Risk Based

Verification?

“ .. provides an individual risk rating for all claims,

based on the likelihood of it being fraudulent or

erroneous. Benefit Officers are then

empowered to apply a verification process

which is appropriate and proportionate to the

risk posed by each claim.”

Benefits of RBV

• Improved processing times

• Increased customer satisfaction

• Reduced customer contacts

• Change in customer engagement

• Reduction in post/emails out

• Reduction in scanning

• More of officers’ time spent on verifying higher risk cases

• Reduced wasted effort on defective claims

• Reduction in reconsiderations and appeals

• Ability to spend time on targeted activities more valuable than general verification

• Increased resource availability to deal with intervention work types- ATLAS, RTI, Welfare Reforms, HBMS, Interventions, Housekeeping, more complex in-work claims, multiple changes

How does it work?

• Probability

― Probability theory is the branch of mathematics concerned with

analysis of random phenomena

• Propensity – Propensity, disposition, or tendency of a given type of

situation to yield an outcome of a certain kind

– Behaviour or Demographics

• ‘Risk’ – Predicting the ‘Likelihood’ of an outcome

– Objective, mathematical approach

Risk Based Verification

• Low risk – verification required of ID and NINO only

• Medium risk – current verification regime (can accept copies

of documents other than for proof of ID and NINO)

• High risk – Current verification and additional checks –

‘verification plus’

IN ALL CASES, ID AND NINO MUST BE VERIFIED WITH

ORIGINAL DOCUMENTS

Risk Scoring

• The risk score is determined by tried and trusted mechanisms.

• We will still be using HBMS, RTI, Atlas and any other fraud prevention

initiatives to identify undeclared income.

• This means that we will not allow assessors to override risk scores and

request additional evidence.

• If exceptionally you have real concerns about a risk score please email

your manager

• An example would be where a claim has been marked as low risk and no

income whatsoever has been declared on the form.

If there is no risk score

displayed, please ask for the

Coactiva system to be

checked and request ID,

NINO and proof as required

as per normal VF procedure if

the is no score.

Is RBV really safe?

• Risk models have been checked and accepted by the DWP

• By identifying claims at the greatest risk and exposing them to more scrutiny, detection rates can actually improve – ‘verification plus’

• NINO matching can help to identify additional Fraud & Error

RBV Process

• Current process

• New process

RBV Baseline and Recording

Error

DWP requirement to establish robust

baseline and accurately record error against

it

Identify any incorrect information on the claim

form compared to evidence that affects

entitlement

Record the answer in the benefits system

Crucially important

Use of the verification screen on

Northgate

Rules on completion

● Verified on should be the date the claim period was calculated but it can be done

afterwards, however, the date verified should always be the date the claim was calculated.

● HB/CTB correct YES – if we had only used the information on the claim to determine

entitlement, the result would be the same as achieved following verification of evidence.

● HB/CTB correct NO – if we had only used the information on the claim to determine

entitlement, the result would be the DIFFERENT as achieved following verification of

evidence.

● Double-click below to open guidance doc

30

Use of the Verification Field on Northgate

This field automatically asked to be completed when a new claim period is calculated, you can also access it

through the verification area

The fields to be completed are simply the date the claim was ‘verified’ and whether the HB/CTB was correct

Yes or No.

The screen is asking if the claim details declared on the form were correct without additional evidence

showing up discrepancies – yes or no.

Rules on completion

Verified on should be the date the claim period was calculated but it can be done afterwards, however, the

date verified should always be the date the claim was calculated.

HB/CTB correct YES – if we had only used the information on the claim to determine entitlement, the result

would be the same as achieved following verification of evidence.

HB/CTB correct NO – if we had only used the information on the claim to determine entitlement, the result

would be the DIFFERENT as achieved following verification of evidence.

Set ‘HB/CTR correct?’ to ‘N’ if:

Anything where the information on the form and the proof are different and that difference affects

the amount of benefit payable. E.g. the Contractual rent is declared on the form as £90.00 per week

but the rent agreement shows £90.57 per week.

Otherwise set to ‘Y’

Tax Credits

If the amount quoted by the customer matches with any specified on CIS you can mark as ‘Y’

Failure to complete the fields or failure to complete the field correctly will be included on the quality check as a

non-financial error.

NRI claims

Set both HB/CTR to ‘N’ if you have NRI’d a claim

NRI claims

• Set both HB/CTR to ‘N’ if you have NRI’d a claim

HB & CTR Verification Screen –

Benclm-109

• Always navigate to this frame when assessing a New

Claim

• Record error by using N and no error by using Y

• Could you have relied on the claim form without

evidence to pay correct entitlement?

Please ask your manager to raise the risk score from ‘low

risk’ if you are unable to process cases due to information

being incomplete. Then ask for evidence as per a ‘medium

risk’ case

New claims evidence checklist (double-

click on picture to open)

33

New claims evidence checklist

NINO

Does the NINO for the claimant/partner match on CIS? If not, please query with them.

ID Have you been provided with an ‘old style’ birth certificate? (example, see overleaf)

If so, do not accept and ask for further proof of ID.

If signed by ‘John French’, ‘John Finch’, ‘Joan Finch’ or similar? If so, please refer to a senior.

Rent Is spelling correct on tenancy agreement?

Are the names of tenant(s) and landlord/agent spelled correctly?

Is the landlord registered as owner of the property on Ctax records? If not, do a Land Reg. enquiry to establish owner.

Income Is the tax code correct? 747L was a code used in 2011/12 and does not apply any more. If this is quoted beyond 2011/12, please write and query this.

Does the company exist? Google to verify.

Capital Is spacing of text on statement aligned?

Do credits and debits alter balance accurately?

Are there payments to T Mobile, Asda, Legal and General and Currys? If so, please refer to a senior.

General note

Has all information required supporting a successful claim without assessor intervention? If the claim looks ‘too perfect’ please double-check supporting evidence and refer to a senior if you are suspicious.

Recent example

34

Procedure for assessors

Key guidance – for all cases

• ID, NINO proof (originals only)

• CIS interest marker – enter number 106028

• If evidence has been provided, we must accept it and used on NG to determine

entitlement

Low risk

• No further proof required

Medium Risk

• Photocopies of earnings/capital/residency etc. as per current procedure

High Risk

• Originals of earnings/capital/residency etc. as per current procedure

• Check Audit Trail Document for discrepancies and take appropriate action and Request a

Land Reg to be completed on all cases, Check credit report for anomalies.

• Scrutinise the information provided and documents

• Consider referral to SFIS/CAFT

Procedure for New claims received

electronically and subject to RBV

• To be distributed after training sessions have been delivered,

before 1st April.

Risk Based Verification Procedure – Evidential

requirements – double click to open

Type of Evidence Sub-category of evidence Low Risk Medium Risk High Risk

Identity and National Insurance Number (S19)

Identity Originals required

Originals required Originals required

National Insurance Number (S19)

Originals accepted except where legislation allows s19 to not be applied



Residency/Rent Private Tenants Not required Originals or photocopies required

Originals required

Social Landlords Not required Originals or photocopies required

Originals required

Public Sector Not required Rent verification received through internal electronic processes Residency verified via original or photocopy documents where required

Rent verification received through internal electronic processes Residency verified via original documents where required

Registered Not required Originals or photocopies required

Originals required

Household Composition Partner ID Originals Originals Originals required

Partner NINO/Income/Capital




Dependants under 18 Not required Originals or photocopies required

Originals required

Non-dependants - remunerative work

Not required Originals or photocopies required

Originals required

Non-dependants – passported benefit

Not required Obtained via DWP systems or originals or photocopies required from claimant

Obtained via DWP systems or originals required from claimant

Non-dependant - student Not required Originals or photocopies required

Originals required

Non-dependant - not in remunerative work/other

Not required Originals or photocopies required

Originals required

Income State Benefits Not required Obtained via DWP systems or originals or photocopies required from claimant

Obtained via DWP systems or originals required from claimant

Earnings/SMP/SSP Not required Originals or photocopies required

Originals required

Self employed earnings Not required Originals or photocopies required

Originals required

Child Care Costs Not required Originals or photocopies required

Originals required

Student Status Income also required Not required Originals or photocopies required

Originals required

Capital Below lower capital limit Not required Originals or photocopies required if over £5500 for Working Age or over £9500 for State Pension Credit age - not required if under these amounts

Originals if over £5500 for Working Age or over £9500 for Elderly - not required if under these amounts

Above lower capital limit Not required Originals or photocopies required

Originals required

Property Not required Originals or photocopies required

Originals required

Performance Monitoring

Top level Credit Check information

Review

● From 1st April 2016, how far back can you backdate a working age HB

claim?

● Backdating claims of Housing Benefit will reduce from the maximum period

of 6 months to 1 month.

● In what circumstances could you extend temporary absence from 4 weeks?

● The time limit of 4 weeks can be extended by up to a further 4 weeks where

the reason for the absence from GB is in connection with the death of a

close relative and the HB Office considers it unreasonable to expect the

claimant to return to GB within 4 weeks.

● What documentary proof is required of ‘low risk’ claims?

● Original Proof of ID and Nino for claimant and partner required.

40

Please record this session on Learning

Pool – this replaces learning log!

● http://harrow.learningpool.com/

41

http://harrow.learningpool.com/

Feedback

● Please follow the following link and complete the short

survey on Survey Monkey:

https://www.surveymonkey.co.uk/r/28ZYSW5

Thank you!

42





HB Training, March 2016 - proceduresonline.com€¦ · Comparison of main parameters for HB/ CTB/CTS Parameter HB CTB CTS Pensioner ... We should question when the claimant is paid

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