Janice and Philip Krelle Wallington, Surrey July 2013 Janice Krelle is disabled and has health issues following major operations in 1997/1998 and in 1999. She met her husband, Philip in 1998 who is Janice’s full-time carer. Philip has some support from a non-resident overnight carer and the couple live in a two bedroom house. Due to Janice’s disability, she sleeps in the second bedroom, but according to under-occupation rules (often called the ‘bedroom tax’), they have a ‘spare’ room. In November 2012, Moat’s Customer Data Officers highlighted the Krelles as at risk of being impacted by under-occupation and got in touch. On finding out about the Krelles’ overnight carer arrangements, they were advised to get in touch with their local authority to discuss the possibility of exemption from the coming changes. Face-to-face An appointment was booked for a face-to-face visit in January 2013, when Peter Tucker, Moat’s Customer Data Officer, talked through the couple’s options. A big part of the visit was communicating the changes coming as a result of the Welfare Reform Act. Under-occupation rules, specifically, were due to come into action on 1 April 2013. Peter explained how Moat could support a move to a smaller property, or ‘downsizing’, and Janice and Philip were added to a priority list of residents. He also ran through both Moat’s internal transfer system, ‘Homekey’, where Moat residents can complete mutual exchanges (subject to certain criteria); as well as www.homeswapper.co.uk, the mutual exchange site allowing residents to exchange properties between housing associations. But these were part of ‘Plan B’, as the couple really wanted to remain in their home but could only do so if their local authority agreed an exemption to the ‘bedroom tax’ due to Janice’s support needs. Exemptions In May 2013, Philip got in touch with Peter - he confirmed that their local authority had declined an exemption despite Janice’s disability. Peter explained that the exemption should specifically relate to the Krelle’s non-resident overnight carer, so Philip and Janice re-applied. In May the Krelles were relieved to be exempt from the under-occupation rules, and therefore spared the loss in benefits.

Positive outcome Philip says: “The face-to-face visit was beneficial as it was good to put a face to someone in the team, who could help me through the confusion of these changes. Peter gave good and helpful advice – if I hadn’t spoken to him, I wouldn’t have known to mention Janice’s overnight carer and would therefore be struggling for money. I feel safer as a result of the help we received, and think teams like the one at Moat are vital before problems worsen and people get into arrears or even get evicted.” Peter Tucker, Moat’s Customer Data Officer, says: “We engaged with a huge number of our residents who we believe were due to be impacted by under-occupation rules. But I’m sure there are some who didn’t realise the effect these changes would have, and also others who aren’t prepared for the advent of Universal Credit later this year. I’d urge anyone who isn’t sure of their benefits situation to get in touch. Our team was purpose-built to help people like the Krelles and we can provide financial, employment and downsizing advice.”