Universal Credit
Knowing us means knowing what to do next internet access or Wifi hotspot
help to budget
information and advice
employment support
help to manage your debts
emergency support
improved computer skills Are you between 18 and 65, living in Elmbridge and claiming benefits or may need to start claiming benefits?
This guide will help you to get set! for Universal Credit with information on who to contact for support and information.
There are also 3 things you can do now to prepare: • set up a basic bank account • register with the Verify service • talk to Boom! Credit Union See pages 42-43 for more information. Not sure whether you’re affected? Need help making a claim? Book an appointment or call to chat to one of us.
Elmbridge Borough Council MetropolitanThames High Street, Valley Esher, Premier House, Surrey, KT12 1DZ 52 London Road, Tel: 01372 474 474 Twickenham, Mon – Thurs 8.45am – 5pm TW1 3RP Tel: 020 8607 0607 or PA Housing 0300 456 2929 Case House, Mon – Fri 8.30am – 4.30pm 85–89 High Street, Walton-on-Thames, KT12 1DZ Tel: 0300 123 2221 Elmbridge Rentstart Monday – Friday 9am – 5pm Charities House, Weybridge Jobcentre Plus 1 The Quintet, 7–13 Monument Hill, Churchfield Road, Weybridge, Walton-on-Thames, KT13 8RX KT12 2TZ Tel: 0345 604 3719 Tel: 0137 2477 167 Mon, Tues, Thu, Fri 9am – 5pm Mon – Fri 9am – 5pm Wed 10am – 5pm
Citizens Advice Esher & District Crown Simmons Harry Fletcher House, Aissela, High Street, 46 High Street, Esher, KT10 9RN Esher, Tel: 01372 464 770 KT10 9QY Mon, Tue, Thu, Fri 10.30am – 3.30pm Tel: 01372 461 440 Wed 5pm – 7.30pm Mon – Fri 9am – 5pm
Elmbridge Rentstart
Crown PA Simmons Housing Citizens Advice
Elmbridge Borough Council Crown Simmons
Elmbridge
JobCentre Rentstart Plus
Thames Valley
Citizens Advice
Citizens Advice Elmbridge (West) Elmbridge Community Hub, 72 High Street, Walton-on-Thames, KT12 1BU Tel: : 01932 248 660 Mon, Tue, Thu 9.30am – 3.30pm Wed & Fri 9.30am – 12.30pm 1st Wed each month 5 – 7pm drop in Contents
Introduction 9
internet access 10 or Wifi hotspot
help to budget 16
help to manage 20 your debts
emergency 24 support information 28 and advice
employment 32 support
improved 36 computer skills
More information 42
Introduction
Universal Credit is a payment to help with your living costs. It’s paid monthly. You may be able to get help if you’re on a low income or out of work. Whether you can claim Universal Credit depends on where you live and your circumstances.
Universal Credit will replace the following benefits: Child Tax Credit, Housing Benefit, Income Support, income-based Jobseeker’s Allowance (JSA), income-related Employment and Support Allowance (ESA) and Working Tax Credit. If you currently receive any of these benefits, you cannot claim Universal Credit at the same time.
Universal Credit is being introduced in stages across the UK. You do not need to do anything until you hear from the Department for Work and Pensions (DWP) about moving to Universal Credit, unless you have a change in circumstances.
This get set! guide provides you with contact points to help you claim Universal Credit, whether it is making your claim online or getting advice on money matters. with internet access or Wifi hotspot Where What you can expect Who Weybridge Jobcentre Plus 7–13 Monument Hill, 9 computers available Ask a member Weybridge, KT13 8RX to use for making a of staff at the 0800 169 0190 benefit claim. Jobcentre Plus reception area. Mon, Tue, Thu, Fri Free Wifi to use with 9am – 5pm your own mobile phone, Work Coaches are Wed laptop or tablet. available to support 10am – 5pm you.
Other services hotspot internet access or Wifi
Elmbridge Civic Centre High Street, Esher, 7 computers at three Ask at the housing Surrey, KT10 9SD pod areas in the main services reception 01372 474474 Civic Centre reception desk. area. Mon – Thu Housing staff are 8.45am – 5pm 1 computer in the available to support Fri Housing reception you. 8.45am – 4.45pm area. PA Housing Case House, The reception area For help with using 85–89 High Street, at PA Housing has the internet ask to Walton-on-Thames, Wifi access and two speak to inclusion KT12 1DZ computers available services on arrival 0300 123 2221 for public use Mon – Fri Other services 9am – 5pm Citizens Advice Elmbridge (West) Elmbridge Community Free Wifi to use with Ask a member of Hub, 72 High Street, your own mobile phone, staff at reception. Walton-on-Thames laptop or tablet. KT12 1BU 2 self help screens for 01932 248 660 Assisted Digital Support
11 Where What you can expect Who Walton Library 54 The Heart, 18 computers offering Ask a member of (off Hepworth Way) public internet access staff at reception or Walton-on-Thames, for up to two hours. book a computer in Surrey, KT12 1GH Free Wifi to use with advance by phone 0300 200 1001 your own mobile phone, 0300 200 1001. Mon, Wed, Fri laptop or tablet. 9am – 6pm Tue, Thu 9am – 7pm Sat 9am – 5pm Sun 11am – 5pm
Cobham Library The Cedar Centre, 4 computers offering Ask a member of Cedar Road, Cobham, public internet access staff at reception or Surrey, KT11 2AE for up to two hours. book a computer in 0300 200 1001 Free Wifi to use with advance by phone 0300 200 1001. Tue your own mobile phone, 9am – 7pm laptop or tablet. Wed – Sat 9 – 5pm Other services internet access or Wifi hotspot Closed Mon & Sun Dittons Library Mercer Close, 5 computers offering Ask a member of Thames Ditton, public internet access staff at reception or Surrey, KT7 0BS for up to two hours. book a computer in 0300 200 1001 Free Wifi to use with advance by phone 0300 200 1001. Tue your own mobile phone, 9am – 7pm laptop or tablet. Wed – Sat 9am – 5pm Other services Closed Mon & Sun
12 Where What you can expect Who Esher Library Old Church Path, Esher, 5 computers offering Ask a member of Surrey, KT10 9NS public internet access staff at reception or 0300 200 1001 for up to two hours. book a computer in advance by phone Tue Free Wifi to use with 0300 200 1001. 9am – 7pm your own mobile phone, Wed – Sat laptop or tablet. 9am – 5pm Closed Mon & Sun Other services internet access or Wifi hotspot internet access or Wifi Molesey Library The Forum, Walton Road, 5 computers offering Ask a member of West Molesey, Surrey, public internet access staff at reception or KT8 2HZ for up to two hours. book a computer in Molesey library is situated Free Wifi to use with advance by phone next door to Molesey your own mobile phone, 0300 200 1001. clinic. laptop or tablet. 0300 200 1001 Tue 9am – 7pm Wed – Sat 9am – 5pm Closed Mon & Sun Other services
Weybridge Library Church Street, Weybridge, 8 computers offering Ask a member of KT13 8DE public internet access staff at reception or 0300 200 1001 for up to two hours. book a computer in advance by phone Tue Free Wifi to use with 0300 200 1001. 9am – 7pm your own mobile phone, Wed – Sat laptop or tablet. 9am – 5pm Closed Mon & Sun Other services
13 Where What you can expect Who Hersham Library Molesey Road, Hersham, 3 computers offering Ask a member of Surrey, KT12 4RF public internet access staff at reception or Hersham library is just for up to two hours. book a computer in off the large roundabout Free Wifi to use with advance by phone between Walton and your own mobile phone, 0300 200 1001. Esher. laptop or tablet. 0300 200 1001 Tue 9am – 7pm Wed & Thu 2pm – 5pm Fri 10am – 5pm Sat 9.30am – 4pm Closed Mon & Sun
The Heart Shopping Centre Walton-on-Thames, Free Wifi to use with Connect anywhere Surrey, KT12 1GH your own mobile phone, within the shopping Mon – Sat laptop or tablet. centre. 9.30am – 6pm Sun
internet access or Wifi hotspot 11am – 5pm
14 internet access or Wifi hotspot internet access or Wifi
Hi! I’mHi I’m from a ParagonCitizens Adviceget set! (Elmbridge champion. West).I can help I can you explaincheck whether what documents you need andto claim information universal you credit will needand support to complete you to your make online a claim. claim.
15 with help to budget Where What you can expect Who Citizens Advice Esher & District Harry Fletcher House, They can support Drop in at any of the High Street, Esher, you with confidential times listed. KT10 9RN personal budgeting 01372 464 770 support. Mon, Tue, Thu, Fri 10.30am – 3.30pm. Wed 5pm – 7.30pm Other services
Citizens Advice Esher & District in the community
Cobham outreach, They can support Drop in at any of the
Cobham Centre, you with confidential times listed. help to budget Oakdene Road, personal budgeting Cobham, Surrey, support. KT11 2LY Wed 10.30am – 1pm (drop in service) Molesey outreach, Joseph Palmer Centre, 319a Walton Road, West Molesey, Surrey, KT8 2QG Tue & Thu 10am – 12.30pm (drop in service) Claygate outreach, Capelfield Surgery, Elm Road, Claygate KT10 0EH Wed 9.30am – 12pm (drop in service)
17 Where What you can expect Who Citizens Advice Elmbridge (West) Elmbridge Community They can support Advice by telephone Hub, 72 High Street, you with confidential (01932 248 660), Walton-on-Thames, personal budgeting Advice by email (via Surrey, KT12 1BU support. www.caew.org.uk) 01932 248 660 Drop in and Mon, Tue, Thu appointments. 9.30am – 3.30pm. Home visits offered Wed & Fri to anyone who is 9.30am – 12.30pm housebound. 1st Wed each month 5 – 7pm (drop in) www.caew.org.uk Other services
Citizens Advice Elmbridge (West) in the community Weybridge Community They can support Drop in at any of the Centre, Churchfield you with confidential times listed. Place Off Churchfield personal budgeting Road, Weybridge, support. help to budget Surrey, KT13 8DB Thu 10am – 12pm (drop in) Hersham Community Centre, Queens Road, Hersham, Surrey, KT12 5LU Other services Wed 10am – 12pm (drop in)
18 Where What you can expect Who Elmbridge Borough Council High Street, Esher, Personal budgeting Ask at the housing Surrey, KT10 9SD support following services reception 01372 474 474 referral from Jobcentre, desk. by appointment only. Mon – Thu 8.45am – 5pm. Fri 8.45am – 4.45pm Other services
PA Housing Case House, If you are a PA Housing Call PA Housing on 85–89 High Street, resident you can 0300 123 2221 and
Walton-on-Thames, access budgeting ask to speak to the help to budget KT12 1DZ support. Inclusion Team. 0300 123 2221 Made of money service. Mon – Fri Comprehensive 9 am – 5 pm budgeting advice and more general drop in sessions for PA Housing residents.
Other services
A2 Dominion Spelthorne House, If you are an A2 Call 0800 432 0077 Thames St, Staines, Dominion Housing and speak to the Middlesex, TW18 4TA Association resident Tenancy Sustainment 0800 432 0077 you can access Department. budgeting support.
Other services
19 with help to manage your debts Where What you can expect Who Citizens Advice Esher & District
Harry Fletcher House, They help you to Drop in service. High Street, Esher, KT10 9RN manage your debts. 01372 464 770 Mon, Tue, Thu, Fri 10.30am – 3.30pm Wed 5pm – 7.30pm Cobham outreach, Cobham Centre, Oakdene
Road, Cobham, Surrey, help to manage your debts KT11 2LY Wed 10.30am – 1pm (drop in service) Molesey outreach, Joseph Palmer Centre, 319a Walton Road, West Molesey, Surrey, KT8 2QG Tue & Thu 10am – 12.30pm (drop in service) Claygate outreach, Capelfield Surgery, Elm Road, Claygate KT10 0EH Wed Other services 9.30am – 12pm (drop in service)
Debtscape
Home visits in Walton-on- Debt advice on debt Home visits Thames, Weybridge and relief orders, Hersham. bankruptcy, debt advice@debt 01932 245 536 management & scapeshepperton. negotiation with org creditors 21 Where What you can expect Who Citizens Advice Elmbridge
Elmbridge Community Hub, They can support Advice by telephone 72 High Street, you with confidential (01932 248 660), Walton-on-Thames, Surrey personal budgeting Advice by email KT12 1BU support and help (via 01932 248 660 you to manage your www.caew.org.uk) debts. Mon, Tue, Thu Drop in and 9.30am – 3.30pm. appointments. Wed & Fri Home visits offered 9.30am – 12.30pm to anyone who is 1st Wed each month housebound. 5 – 7pm (drop in) www.caew.org.uk Other services
Citizens Advice Elmbridge (West) in the community Weybridge Community They can support Drop in service. Centre, Churchfield Place, you with confidential Off Churchfield Road, personal budgeting Weybridge KT13 8DB support and help Thu you to manage your 10am – 12pm (drop in) debts.
Other services help to manage your debts your help to manage
Citizens Advice Elmbridge (West) in the community Hersham Community Centre, They can support Drop in service. Queens Road, Hersham you with confidential KT12 5LU personal budgeting Wed support. 10am – 12pm (drop in) Other services
22 help to manage your debts
Hi! I’m from Citizens Advice and I can help you work out your monthly income and outgoings.
23 with emergency support Where What you can expect Who Surrey Local Assistance Scheme Apply by visiting Emergency support of cash Visit your local Citizens Advice or payment or essential Citizens Advice online. household items (such as or apply online. www.surreycc.gov.uk/ for food, emergency travel, localassistancescheme emergency provision for families, those fleeing domestic violence, bed, cooker, fridge/freezer.)
Universal Credit helpline
0800 328 5644 For advance payment of emergency support Universal Credit to help you Textphone: get by while you’re waiting for 0800 328 1344 your first payment. Otherwise Mon – Fri it will take around 5 weeks 8am – 6pm after you apply for Universal Credit to get your first payment. The advance payment is a loan – you’ll have to pay it back. The repayments will be automatically deducted from your Universal Credit payments until the advance is fully paid back.
Other services
25 Where What you can expect Who Walton Charity
Charities House, 1-2 Household funding (essential By referral from The Quintet, Churchfield household items) another agency Road, Walton-on- Transport funding (public to the Walton Thames KT12 2TZ transport, bicycles) Charity or call 0203 328 0246 Children and young people 0203 328 0246 (school uniform, trips and Mon – Tue clubs) 9am – 4.30pm Vocational funding (course Wed – Fri fees for vocational training, 9am – 1pm expenses linked to training) waltoncharity.org.uk
Other services
Elmbridge Rentstart
Charities House, 1 The If you are facing Call Quintet, Churchfield homelessness we can give 01372 477 167 Road, Walton-on help & advice including or email: Thames KT12 2TZ possible referral to emergency enquiries@ elmbridgerent 01372 477 167 hostels. start.org.uk elmbridgerentstart. emergency support emergency org.uk
Other services
PA Housing Case House, PA Housing Hardship fund. To find out more 85-89 High Street, call Walton-on-Thames, If you are a PA Housing 0300 123 2221 KT12 1DZ resident, you can access an or email info@ 0300 123 2221 emergency fund. pahousing. co.uk Mon – Fri 9am – 5pm
26 Where What you can expect Who The Trussell Trust Foodbanks
Cobham You can get an emergency Referrals Fri 12pm – 1.30pm package of food. from Citizens Advice, Methodist Church Hall, You need a referral to access housing Cedar Road, KT11 2AA this service. providers Esher (for their Tue 10 – 11.30am residents), Elmbridge 07398 195151 Borough Council, health Esher Green Baptist providers, Church, 6 Park Road, schools, emergency support KT10 8NP churches, CAP Hersham debt centres Mon 3 – 5pm and other local Tue 2 – 4pm agencies/ 07745 256753 charities St Peter’s Church, Burwood Road KT12 4AA Walton-on-Thames Thu & Fri 11 am – 1 pm 07745 256748 St John’s Church, The Furrows (off Ambleside Avenue), KT12 3JQ West Molesey Thu & Fri 11 am – 1 pm 07398 195151 3rd Molesey Scout Hall, St Peter’s Road, KT8 2QE
27 with information and advice Where What you can expect Who Universal Credit helpline
0800 328 5644 Advice on Universal For advice call Credit applications and 0800 328 5644 or text Textphone: changes. on 0800 328 1344 0800 328 1344 gov.uk/universal- credit Other services
Citizens Advice Esher & District
Harry Fletcher House, Independent and You can drop in at the High Street, Esher, impartial information times listed. information and advice KT10 9RN and advice on benefits, Advice available at 01372 464 770 work, debt, tax, citizensadvice.org.uk housing or consumer Mon, Tue, Thu, Fri protection. 10.30am – 3.30pm Wed 5pm – 7.30pm Cobham outreach, Cobham Centre, Oakdene Road, Cobham, Surrey, KT11 2LY Wed 10.30am – 1pm (drop in service) Molesey outreach, Joseph Palmer Centre, 319a Walton Road, West Molesey, Surrey, KT8 2QG Tue & Thu 10am – 12.30pm (drop in service) Other services
29 Where What you can expect Who Citizens Advice Elmbridge (West) Elmbridge Community Independent and Advice by telephone Hub, 72 High Street, impartial information (01932 248 660), Walton-on-Thames, and advice on benefits, Advice by email (via Surrey, KT12 1BU work, debt, tax, www.caew.org.uk) housing or consumer 01932 248 660 Drop in and protection. Mon, Tue, Thu appointments. 9.30 am – 3.30 pm. Home visits offered Wed & Fri to anyone who is 9.30 am – 12.30 pm housebound. 1st Wed Advice available at each month 5 – 7 pm (drop in) citizensadvice.org.uk www.caew.org.uk
Other services
Elmbridge Rentstart Charities House, 1 The Advice for single Call Quintet, Churchfield people and childless 1372 477 167 Road, Walton, couples facing or email: KT12 2TZ homelessness. Rent enquiries@ Deposit scheme to help elmbridgerent start. information and advice information 01372 477 167 you move into private org.uk rented accommodation elmbridgerentstart. or possible referral to org.uk supported housing if appropriate.
Other services
30 Where What you can expect Who Citizens Advice Elmbridge (West) in the community Weybridge Community Independent and You can drop in at the Centre, Churchfield impartial information times listed. Place Off Churchfield and advice on benefits, Information available at Road, Weybridge, work, debt, tax, citizensadvice.org.uk Surrey, KT13 8DB housing or consumer Thu protection. 10am – 12pm (drop in) Older People’s Advisory Service
Mon & Fri information and advice 9.30 am – 12.30 pm
www.caew.org.uk Other services
Citizens Advice Elmbridge (West) in the community Hersham Community Independent and You can drop in at the Centre, Queens Road, impartial information times listed. Hersham, Surrey and advice on benefits, Information available at KT12 5LU work, debt, tax, www.citizensadvice. Wed housing or consumer org.uk 10 am – 12 pm protection. (drop in) Other services
PA Housing Case House, If you are a PA Housing You can ask at 85–89 High Street, resident you can get reception at Case Walton-on-Thames, access to information, House. KT12 1DZ welfare and benefits Information available at 0300 123 2221 advice and other pahousing.co.uk support. Mon – Fri 9am – 5pm Other services
31 with employment support Where What you can expect Who Weybridge Jobcentre Plus 7–13 Monument Hill, Personalised Ask a member of staff Weybridge, KT13 8RX employment support at the Jobcentre Plus 0800 169 0190 from a work coach. reception area. Mon, Tue, Thu, Fri Work coaches are 9am – 5pm available to support Wed you. 10am – 5pm Other services
ETHOS Advice service employment support Employment, Training Personal advisor You can refer yourself and Housing Options available by prior at Support (ETHOS). arranged appointment www.surreyllp.org.uk/ located at the Esher Or ask for a referral Civic Centre every from your Jobcentre Tuesday and for PA Plus, Elmbridge Housing tenants at Borough Council, Case House, Walton Citizens Advice or every Thursday. Housing Association for more information.
Walton Charity Mayfield, 74 Hersham Learning and For more information Road, Hersham, development grant. call 0203 328 024 Walton-on-Thames Support with KT12 5NU identified learning and 0203 328 024 development needs Mon – Fri including training, 9am – 5pm accreditation, transport costs and childcare.
Other services
33 Where What you can expect Who PA Housing Case House, Back 2 Work Fund. To apply, call us on 85–89 High Street, If you are a PA Housing 01932 235 830 or email Walton-on-Thames, resident you may be welfarebenefits@ KT12 1DZ able to get help with pahousing.co.uk 0300 123 2221 interview and travel or and type ‘b2wf’ in the subject box. Mon – Fri working clothes costs. 9 am – 5 pm
Other services employment support employment
34 employment support
Hi! I’m a Weybridge Jobcentre Plus Work Coach. I can give personalised employment support.
35 with improved computer skills Where What you can expect Who Surrey Libraries – Digital Buddies Cobham library Support learners to Speak to a member Tue use computers/laptops of library staff or call 10am – 12 noon independently. 0300 200 1001. Dittons library File management – opening, closing, Fri editing, saving and 10am – 12 noon printing files. Esher library Navigating and Tue searching the internet. 10am – 1 pm
Using email and improved computer skills Weybridge library attachments. Tue Basic use of MS Word. 10am – 12 noon 0300 200 1001 Other services
Surrey Libraries – Training courses www.surreycc.gov. You will learn how to To book your place or uk/people–and– use the mouse and for more information community/libraries keyboard, how to pop into the library or and click on ‘Learning search the internet and call 0300 200 1001. and Research’ how to use email. 0300 200 1001
Other services
Henrietta Parker Trust – courses
0300 200 1044 Subsidised computer Visit courses henriettaparkertrust. com
37 Where What you can expect Who PA Housing
Case House, If you are a PA Housing To find out more about 85–89 High Street, resident you can get digital support available Walton-on-Thames, help through the Learn please contact the KT12 1DZ Digital Skills scheme. Customer Contact 0300 123 2221 Centre on 0300 123 2221. Mon – Fri 9 am – 5 pm Other services
A2 Dominion Spelthorne House If you are an A2 If you are interested Thames St, Staines, Dominion resident you in finding out more Middlesex, TW18 4TA can access a Digital about getting online, 0800 432 0077 DIY course. or know someone who A digital champion will may benefit from this teach you how to: scheme, please call our friendly course • use a computer and leaders directly on get the most out of it 020 3056 6865 quoting • get on the internet ‘A2Dominion’. and use search engines
improved computer skills improved • set up and use an email account to stay in touch with family or friends • pay bills online or manage your bank account • access our online services, including My Account, which lets you check your statement, request and track repairs, pay bills online and more.
38 Other services improved computer skills
Hi! I’m a Digital Buddy from Surrey Libraries. I can support you to use a computer/laptop independently.
39 40 41 More information
Basic bank accounts As Universal Credit can only be paid into bank accounts which receive automated payments, it’s important to have an account open in advance. The following banks all offer basic bank accounts:
• Barclays • HSBC • Lloyds • Nationwide • Santander • Natwest • Halifax Local contact details for these banks are available at elmbridge.gov.uk/universalcredit or find out how to set up a basic bank account at citizensadvice.org.uk/debt–and–money/ banking/getting–a–bank–account/
Boom credit union bank accounts Bank accounts with budgeting tools. For more information visit boomcu.com or call Catherine on 01483 917958, Mon-Thurs.
Verify You can prove who you are online with GOV.UK’s Verify service. With Verify, you don’t need to prove your identity in person or wait for something to arrive in the post. Signing up can help you with your Universal Credit application. Visit gov.uk/verify to sign up.
Visit the get set website Go to: www.getsetnow.co.uk
Apply for Universal Credit online Go to: gov.uk/apply–universal–credit 42 Understanding Universal Credit Information on what Universal Credit means for you at understandinguniversalcredit.gov.uk
Universal Credit eligibility Check whether you can claim for Universal Credit: gov.uk/universal-credit/eligibility
Documents for applications Find out what documents you need for an application at gov.uk/apply–universal–credit (lower part of the page)
Citizens Advice information Get information about Universal Credit from Citizens Advice: citizensadvice.org.uk/benefits/universal–credit/
Other sources of help and support:
Weybridge Charity For financial assistance for Weybridge residents. Howard Turner CPFA, Treasurer and Clerk to the Weybridge Charity, Weybridge Land Charity, PO Box 730, Woking GU23 7LL
The Mayor of Elmbridge Trust Fund The fund can help Elmbridge residents, especially young people under the age of 25, who are in need. Complete an application form at elmbridge.gov.uk/council/mayor-of-elmbridge-trust- fund.
Henry Smith Charity Assistance for the elderly, sick, disabled, unemployed and one-parent families. Contact [email protected], 07545 331 988.
Turn2Us National charity helping people in financial hardship: turn2us.org.uk 43