• HB Record

    Form created: 19Feb16 Form Reviewed: 25 MAR 2021  Next Review: 25 MAR 2022.

    A Record is created in HB Manager when someone accepts a room into a hostel.

    This record should be submitted after a Council HB application is made

     

    !...Very Important you Follow this SOP...!

     

    The following are examples of how to update this HB Record when the council updates the payment your client vacates

     

    When a new Payment Notification is received from the council:

    Enter the HB Reference, the HB Decision Date, the HB Start Date, the HB Payment Status and the HB Notes accordingly

    Notification that the Payment has been Suspended:

    Update the HB Payment Status to Suspended, the Suspension dates and the HB Notes accordingly

    Notification that the HB Claim has been Cancellation:

    Update the Date Suspended, the HB ended or Cancelled and the HB Notes accordingly

    Notification that the HB Claim is now back in payment:

    Update the HB Payment Status to HB in Payment, the Date Suspended or the HB Ended or Cancelled and the HB Notes accordingly

    When your client vacates the Hostel:

    Update the Room Status to Past Tenancy, enter the Vacate Date and update the HB Notes accordingly 

     

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  • Room Status: determines if the client is currently in residence or has moved on. 

    Select Current If your client has moved in 

    Select Past Tenancy If the client has moved on

    To remove duplicate records select Room Created in Error to Remove

  • If your client moved within the hostel please update  the room number.  Also check if your client HB is in payment. This is your opportunity to obtain any outstanding documents. Your should routinely get the UC payment PDF for the period since their licence started. Do not use screen shots. Do this by first checking their Licence form and review the UC payment and Change of Address. If these are screenshots you can get the PDF and update these. 

  • Brecon, Caernarvon, Lindsey and Radnor Close are Merton Borough

    Do Not select Croydon for these Hostels

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  • HB Decision Date: is the date the council HB decision notice and can usually be found on the top of the letter. 

    It is not to be confused with the HB Start date which is the date the council started paying the rent which is usually on the day the license started

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  • HB Start Date: is the date of the start of the Award Period which is normally on the same day when the licence started

  •  - -Pick a Date

  • The HB Start Date is later than the Licence Start Date. Query this will council and enter this into the notes.

  • HB Reference: is the unique number shown on the client's benefit entitlement letter. Once you have entered this you can complete the HB Decision Date, the HB Start Date the HB/UC Paid, and the Claim Status

  • Mark A if subject to and Appeal: if there is a difference between the HB Eligible Rent and the HB Paid the Claim Status

  • ONLY REMOVE APPEAL IF WITHDRAWN OR TRIBUNAL JUDGE HAS RULED

  • HB/UC Eligible Rent: is found on the licence agreement

  • HB / UC Paid: is the weekly rent amount from the Decision Notice received from the council by letter or online communication

  • HB Payment Status: is used to determine our shortfalls and is required information for the Regulator of Social Housing.

    If the client has moved out Select Suspended until Council Confirms the claim has been cancelled then Select  Cancelled by Council

  • The HB is in Payment so now add the HB Decision Date, HB Start Date and UC/HB Paid

  • SUSPENSIONS, MISSING PAYMENTS etc.

    SET TSO Action YES and determine what action is needed in HB Notes for example if the payment is Suspended, Missing a rent period or cancelled by the council and your client has not vacated

     

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  • You have marked this claim as Suspended.

    Please complete the Suspension 1 Start box (add the date the claim was suspended from, not the date we were notified of the change)

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  • Vacate Date: This is the date the tenancy ended and the client handed back the keys

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  • Enter the Last Date HB was Cancelled

  • HB Ended or Cancelled: DO NOT send a notification to Council to close a claim until you have discussed it with a senior member of the management team.

  •  - -Pick a Date

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    Solving Benefit Problems

    1. Read the HB Notes to understand what the problem is

    2. Call the Council for verification - update HB Notes

    3. Identify a plan of action - update HB Notes

    4. Call the Client for evidence or clarification if necessary - Update HB Notes

    5. Call the support worker for help if necessary - Update HB Notes

    6. Action the plan - Update HB Notes

     REMEMBER

    1 . The Council only has one calendar month to respond to claims or appeals - After that, your client must make a COMPLAINT and you must mark TSO Action until its complete.

    2. Clients must get an SOS the same day the HB has been Suspended unless they have provided you will all the evidence that the council has required. 

    Council Phone Numbers

    Bromley Council Supplier Reference 506741

    Bromley Council HB Dept. 020 8464 3333

    Croydon Council Supplier Reference 8386

    Croydon Council HB Dept. 020 8726 6000 Option 4, 2,4

    Enfield Council Supplier Reference 10145550

    Enfield Council HB Dept. 020 8379 1000 Options 2 , 2

    Greenwich Council HB Dept. 0208921 4147

    RBKC Council HB Dept.  020 7361 3006

    Lambeth Council 10600490

    Lambeth Council HB Dept. 020 7926 1000 Options 3, 2, 2

    Lambeth HB Full Case Review Link

    Lambeth HB Change of Address (COA) Form Link

    Lambeth HB Upload Evidence Link

    Lambeth HB Appeal Form Link

    Save a copy of the Case Review before you submit it and also a copy to this form also

    Lewisham Supplier Reference 101160

    Lewisham 020 8314 3020

    Merton Supplier Reference 1524207

    Merton 020 8274 4901 options 2, 1 for an existing claim

    Merton HB Appeal Form Link

    Merton Online Complaint Form - Aves Cannot make a complaint on behalf of your client and will be ignored by Council, Assist your client to complain by using this online form

    Southwark 020 7525 0375

    Sutton Supplier Account Number 5417

    Universal Credit Supplier Reference: 44135

    Wandsworth Supplier Reference 687226

    Wandsworth 020 8871 6000 press 1 then 2, then 3, then 2, for progress

    Wandsworth Change in Circumstances Online Form

     

    When Calling the Council Always start with;

    "Hello my name is **** I am calling from Aves Housing I am calling because we have a query about a claim.  You have been given the authorisation to share information with us on the Licence agreement and also on the original HB claim that was made.  The claim number is **** Claimant name is ****, I can wait while you verify this...."

    To help them you can tell them where on the licence the authorisation is.

    On the licence agreement, the authorisation can be found in part 4. at the top of the agreement. It says;

    "I give full authorisation my Local Council to share any and ALL information regarding my HB claim Appeals or Tribunals with representatives of Aves Housing and that for client HB purposes I confirm that I will keep the DWP and the council fully informed about any change of circumstance that could affect my benefits and that I currently reside at the (Hostel). I confirm that this is my main and only residence."

    For Claims under Review:

    "..I understand the claim is under review is there anything that you need outstanding to complete your review process."

    For Claims Not Processed:

    "...The claim has not been processed. Do you have all the information you need for this claim to be processed?

    For Claims Cancelled or Suspended

    "...The claim has been suspended/cancelled.  What information would you need to assess this claim back in payment?

    For Claims not paid because DWP informed Council that client has moved out.  

    If client confirms moved out - move to past and fill the room immediately

    If client confirms they have not moved out - You need to provide the UC Payment breakdown for the periods and also obtain a signed letter from client stating that they never left the property and still reside their from the date of the licence until today

     

    Universal Credit Queries

    For those clients receiving Housing Benefit from the council:

    If your client updates UC and tells them the rent and Changes if from NO HOUSING COSTS them they will get paid directly. You MUST make a note in the Journal to say the client is in supported accommodation with support and supervision so is exempt from UC Housing costs. Council will pay the Housing Benefit under old rules

     

    If your client is in Bromley or Lewisham and receives UC Housing costs

    Lewisham and Bromley have restricted the rent.  In order for the service to be value for money, we will provide to clients in Bromley and Lewisham "Supported accommodation without care, support or supervision through the housing". We never provide Care Support or Supervision to any clients paid through Housing Benefit, only limited to Tenancy Sustainment. Other Support is funded outside the HB funding Scheme

    1. Clients that are not affected by the Benefit Cap are offered Accommodation.

    2. Clients apply for UC housing costs to help with housing because the following applies:

    • they live in supported or sheltered accommodation
    • they are not getting care support or supervision through their housing cost.

    3. Clients cannot apply for UC housing costs when they are living in supported accommodation with care support or supervision provided or they are living in temporary accommodation such as a B&B arranged by the council or they are living in a refuge for survivors of domestic abuse.

     

  • HB Team Action Status: Reports the status of any request from the council for the HB claim to be in payment. 

    Once you have confirmed with council that they have received all information to process the claim then set this to No - Action not Required

  • Proof of Income: You can provide proof of income by asking your client to send you the relevant proof of UC Payments. If they have a smart phone or access to a computer they can login to UC and save then as a PDF, then use whatsap to share with  you.

    If your client does not have access to Whatsap then a support worker can collect this.

    If your customer is on a legacy benefit then you can obtain bank statements from them.

    If your client cannot access old UC for proof of income they can also make a formal declartation. This would be a NIL Income Statement. during this period i received no moneies for work and relied soley on Universal Credit. I did not work or borowed money.

     

    Be sure to explain to the client that we need to send a 28day SOS if the document is not received today because the information is required. But not to worry as this will be withdrawn as soon as we have this information.

    It is important you upload any documents to this form as evidence.

    Set this dropdown menu to No - we have sent evidence  in last 30 days once you have completed these actions

  • Proof of Address: You can provide proof of address by asking your client to write this on a piece of paper and send it to you by Whatsap.  This could be:

    My Name is (INSERT)

    My NINO / HB Ref: (INSERT National Insurance Number)

    From the date of my tenancy (INSERT) I have lived at  (INSERT ADDRESS)

    Signed (ADD SIGNITURE)

    Name (PRINT NAME)

    Date (TODAY DATE)

    If your client does not have access to Whatsap then a support worker can collect this.

    Set this dropdown menu to No - we have sent evidence in last 30 days once you have completed these actions

     

  • Complaint: It has been over 30 days since information has been sent to council and they have not processed this information.

    ONLY the Client can make a complaint. Assist the client to complain usually by using one of the online Council Complaint forms.

    It is important you upload any documents to this form as evidence.

    Set this dropdown menu to No - we have complained  in last 30 days once you have completed these actions

  • Appeal the Decision: This when a HB application has been awarded either NIL or at a reduced rate.

    We must assist the Client to Appeal usually on an online council form

    If the council has made the decision in error then request a review.

    It is important you upload any documents to this form as evidence.

    Set this dropdown menu to No - we have sent appeal in last 30 days once you have completed these actions

  • SEA Form or Review Form

    Complete SEA or Review form and Send to Council.  Ideally this will be sent with the application form but from time to time council will request an update

    Set this dropdown menu to No - we have sent SEA in last 30 days once you have completed these actions

  • Backdate Request

    The HB for CLIENT has a missing period of payment from DATE to DATE.

    We would like to want to apply to backdate the claim to cover the missing period as we think there has been an error.

    You can find the start date of tenancy on the licence which is attached to this email.

    I have also included the Income Evidence for CLIENT.

    (This is usually Universal Credit Income Page for each of the months that cover these missing periods).

    Our clients details are as follows:
    Applicant name: CLIENT NAME
    HB Reference: HB REF
    Address: INSERT ADDRESS

    Please let us know if there are any other documents required.

    To confirm CLIENT has been homeless and has experienced anxiety and depression as a result. This would have been the reason documents were not submitted in time if this is a factor in the missing rent. 


    We have been given the authorisation to share information with us on the licence agreement and also on the original HB claim that was made.

    Please review the claim based on this information. 


    Kind regards
    AGENT NAME 
    Aves Housing

     

     

  • HB Notes: It is essential that you use the following format 

    AA18JAN21 9:23

    Ensure you leave a space after the date and do not add any characters such as :

     

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  • Complaints Section

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  • Project Status Section

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  • ARE ALL DOCUMENTS ABOVE NAMED CORRECTLY?

  • NO NOT CHANGE THE HOSTEL ADDRESS BELOW FOR ANY REASON

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