Written evidence from Name Withheld (UCU0082)

• Tenant transferred to Universal Credit in arrears since 19/12/16 with a history of rent arrears
• Read and followed government information for landlords from website
• Sent UC47 and relevant information on 31/1/17. No response.
• Telephoned helpline from government website, referred back to website each time
• Emailed North East Representative XX spoke to his assistant who put me in touch with a member of Durham and Tees Valley UC implementation team various emails exchanged
• Contacted my MP
• Sent recorded delivery UC47  no response
• Sent various emails on the advice of UC implementation team member
• Awaiting contact from case manager

1. I rented out my house because I could not sell it as it was in negative equity. I currently have a tenant from whom I haven't received any rent since the 19th December 2016. The rent was previously paid directly from the local council because the tenant had a history of rent arrears. The tenant was transferred onto Universal Credit which I did not find out about until January 19th when the council informed me of a change of circumstance The tenant confirmed that he had been transferred to Universal Credit and would  receive a month's payment on the 25th January.

2. Receiving no rent from the tenant and many excuses, I read the government information for landlords on how to claim for direct payments. I filled in the UC47 form and posted it on the 31st January. Weeks passed and I heard nothing the tenant had another payment but told me he wasn't receiving any rent from UC. I tried the telephone helpline number given on the website, which was automated, asked several questions and directed me back to the website. I telephoned a number given for people who did not have online access but the result was exactly the same, I was directed back to the website.

3. I found an email address for a representative for the North East,  XX, I emailed him and in return got an automated response saying he was out of the office but giving a phone number for urgent cases. His assistant put me in contact with an area representative who he thought may be able to help. In the meantime on the 3rd of March I sent another UC 47 form by recorded delivery to which I've had no response. In disbelief and frustration I also contacted my local MP's surgery and related my plight to him.

4. The area representative was very helpful, she confirmed that my tenant was receiving his rent, she directed me to the website to send an email version of the UC 47, which I had previously dismissed as it stated that documents sent here would not be processed, however, I filled in the form scanned it emailed it only to receive an immediate automated response, saying documents sent to this email would not be processed. After several exchanges of email, she then gave me another email and a subject title which remains unacknowledged to date. She has now given me the name of the case manager and has told me he will contact me. That was on Friday 17th, hopefully he will be able to resolve the issues.

5. I was initially quite optimistic, reading the government website UC guidance for landlords, believing I would be able to receive my rent plus the arrears accrued. This was not the case from the local authority which would only pay rent directly to landlords once the rent was over eight weeks in arrears, leading tenants to believe that they were entitled to keep the first eight weeks without consequence and most of them did!

6. Having spent many frustrating hours dealing with this problem and so far having no resolution I am reluctant to let my property to DSS tenants in the future as I feel that the system, with its delays and lack of communication, facilitates the delinquency of such tenants.

March 2017