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From the frontline – Universal Credit team leader Lisa Graham
Lisa Graham, Universal Credit team leader at Thirteen, discusses transitioning tenants, freezing the pay of MPs and why she wants a holographic version of herself
Tell us about your job.
I manage the Universal Credit (UC) support team.
We provide a comprehensive support service to our customers as they transition onto UC, and help our colleagues understand and manage the impact of it.
I also work closely with the Department for Work and Pensions to solve process and system issues.
How did you get into housing?
After 27 years providing advice on housing benefit and council tax, the introduction of UC saw the end of housing benefit. I moved to a financial inclusion role but my heart was in housing, so coming to Thirteen was the perfect opportunity to get back into the sector.
What is the best part of your job?
The opportunities the role gives me. Shaping the UC support service was challenging but also exciting.
I recruited and trained my team and delivered the training across the business.
I have spoken at several conferences, sharing knowledge and lessons learned so we can all help our customers manage.
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What’s the worst part?
Thirteen created my team to mitigate the impact of UC and colleagues across the business are constantly identifying new issues which they require help with. Many issues fall outside my team’s remit so I became the go-to person, which is sometimes a lot to manage.
What would your superpower be?
I would love to be able to send holographic images of myself to meetings that could participate as though I’m there in person. Or to be able to time travel and be at places with the click of my fingers.
What would you change about the housing sector?
I would introduce a rule that all reports, publications and presentations must be in plain English, and everyone should speak in plain English, too.
If you could be prime minister for the day, what would you do?
I would sort out the UC IT system and make support funding available to housing providers, as the support we provide is so critical to making Universal Credit work for people.
I would also implement a pay freeze on MPs for the next five years to increase the wages paid to public sector workers (nurses, police, prison officers etc) to reflect the amazing jobs they do.
What’s the most private thing you’d be willing to admit to your colleagues?
Most days I haven’t got a clue what I’m doing and I’m just winging it!
