Homes and places where people want to live Helping Tenants with Money Management Traffic Light Letters and Visiting Cards Benjamin Chilvers (Rent Operations

Homes and places where people want to live

Helping Tenants with Money Management

Traffic Light Letters and Visiting Cards

Benjamin Chilvers (Rent Operations Manager)

Nottingham City Homes

10th June 2009


Context

• 40% of adults in Nottingham fail to meet the Government’s basic literacy standard

• Key rent communications are made by letter / printed media, including visiting cards

• Concern raised by NCH Tenant Rent Panel that letters were often ignored, leading to avoidable enforcement action

• Need identified to differentiate between communication types, such as statements and legal notices

• People use differing learning and/or reading methods. By using graphical representation an opportunity exists to communicate in a more inclusive manner

INFORMATION


Practical Implementation

• Concept devised, agreed and developed with full involvement of the Tenant Rent Panel and approved by the Communications Panel (comprising employees and tenants)

• Traffic light system used as it represents an internationally and cross-culturally recognised symbol

• Each colour (and position) represents different levels of importance or urgency

• For example, statements (or information) are flagged as ‘green’, pre court letters are ‘amber’, enforcement or court letters are ‘red’.

WARNING


…on the organisation and its financesIn 2008 – 2009 Nottingham City Homes achieved an ‘in year’collection rate of 100.29%, and an arrears reduction of £776,776.Production of cards and letterhead paper sourced through collective procurement exercise, cards cost 1p each

…on tenants’ livesIn 2008 – 2009 the number of evictions carried out reduced by

26%from previous year, proportion of tenants with notices fell by

3.8%

…on the Tenant Rent PanelTenant Rent Panel delegates were keen to shape the actualdirection, selection and implementation of ideas

DANGER

Impact…


Rent arrears reduction BV66aMarch 2005 - £6.53m March 2005 – 93%March 2009 - £2.85m March 2009 – 96.9%

Arrears as proportion of debit Cases over 7 weeks in arrears

March 2005 – 8.6% March 2005 - 16.7%March 2009 – 3.4% March 2009 – 8.3%

Organisational Context

Cases Over 52 Weeks…March 2005 – 200 +March 2009 - Down to only 5!


Future Developments

• Opportunity to extend use of traffic light concept to other areas of the business suchas tenancy and estate management ( anti socialbehaviour) and repairs (particularly gas servicing)

• With greater emphasis on personal contact, measures such as thisaim to increase the likelihood of ‘call backs’ from tenants following home visits where contact failed

• Opportunities to use seasonal messages alongside corporate branding,promote financial inclusion events, products or services

• Opportunity for branding to be added to online rent account function available through website


Green Card

This card is used to reflect the fact that a tenant is

paying as agreed, to be used in cases where

sustained arrears reduction

payments have been made.


Amber Card

This card is used when contact is required to avert

further escalation. The aim of using

this card is to encourage the

tenant to engage.


Red Card

This card is used when urgent contact is required and action is imminent. Not to be used lightly…


INFORMATION

RT/CRT/PTTLET

<%PAYMENT_REF%>

Rents Team

0115 915 4920

<%CORRESPOND_NAME%> <%ADD1%> <%AREA%> <%TOWN%> <%POSTCODE%>

<%TODAY%>

Dear <%CORRESPONDENCE_NAME_SHORT%>

Pre-Tenancy Termination Notice

We are writing to confirm we have received your Notice to Quit. The expected end date for your tenancy will be <%Notice to Quit Date%>. There is one weeks rent charged after the tenancy termination date, this is due to no rent being charged for the first week the tenancy commenced but it must be repaid once the tenancy has terminated.

Yours Sincerely

R Holland, Rents Manager

Have you got any Benefit queries? If you have any queries regarding your Housing Benefit then please call the Housing Benefit Department on 0115 915 4944

Please turn over the page for a statement of your rent account If you have any queries regarding your rent account then please call the Central Rents Team on 0115 915 4920

You have let the local housing office know you are leaving the property, you must also inform the Council Tax department and if you are in receipt of benefits the Housing Benefit department.

As you are ending your tenancy you must pay any money owed up to the termination date of your tenancy.

The Keys to your property must be handed in before 9am on Monday (the day after your tenancy ends) at your local housing office. If the keys are handed in late then you may incur further charges. You will be asked to identify which keys fit which locks and you will be given a signed receipt.

A Lettings Patch Manager may contact you in order to inspect the property before it ends. This is to assess the condition of the property and identify any work needed so that the property can be re-let. You may be charged for any alterations or repairs that are carried out on the property.

RENT OWING AT <%BAL_DATE%>

£<%BALANCE%>

Please ensure you give your forwarding address and

contact details before you leave

Did you know you can now send us a text about your rent free of charge? Simply start your message with RENT followed by your Rent Payment Reference number and message to 80800.

Green Letter

• Used to identify ‘information, no action needed’. Typically used for statements or other passive communications

• Advice and payment options clearly identified

• Invitation to contact rent team in the event of any query, but no formal request to do so


You are At

Stage 1

Next step is a Legal Notice

WARNING

RT/ST/ LET1

<%PAYMENT_REF%>

Rents Team

0115 915 4920

<%CORRESPOND_NAME%> <%ADD1%> <%AREA%> <%TOWN%> <%POSTCODE%>

<%TODAY%>

Dear <%CORRESPONDENCE_NAME_SHORT%>

URGENT RENT PROBLEM

Your rent has not been paid when it should have been. You must pay straight away to avoid further action, or contact us within 5 days to explain why you are not paying.

Yours Sincerely

Rents Manager

1 2 3 4 5 6

Need Help with Benefits?

If you think that you should be getting Housing Benefit to help pay your rent, but have not heard anything, please call us on 0115 915 4920 now.

Need Help with your Debts?

Take the first step in getting your finances and debt under control. Call 0115 915 4920 today and ask our advisor for an appointment.

What to do now: The ways you can pay are on the back of this letter, or you can call us on 0115 915 4920 to pay with a Debit or Credit Card. If you are not able to pay straight away, you must talk to us within 5 days and come to an arrangement to stop further action. Call our advisors on 0115 915 4920 between 8.15am and 6.00pm Monday to Friday. If you need help and advice, please see the HELP boxes. To avoid missing your rent in future, why not pay by Direct Debit? It’s the easy way to pay weekly or monthly & stay in control. Direct Debit also costs us less, meaning more of your rent money goes towards the services you want. We can send you the details, or you can pick them up from your local Housing Office or download an application form from our website.

RENT OWING AT <%BAL_DATE%>

£<%BAL%>NCE%>

6.4_Arrears_Letter_examples


Amber Letter

• Used to signify ‘warning’, problem has been noted – what can we do to help?

• ‘Stage bar’ at bottom of letter signifies progress from first stage to second ‘alert level’

• Advice and payment options clearly identified in coloured boxes

• All ‘amber light’ letters sent to vulnerable tenants are hand delivered – further ensuring that the message reaches vulnerable tenants.


Next step is Warning

of Court

DANGER

RT/ST/ ILT2/LET2

Payment Reference is on the statement

Rents Team

0115 915 4920

<%TODAY%>

Dear Tenant,

NOTICE OF SEEKING POSSESSION

This Notice is the first legal step that could lead to you losing your home. You should pay all of the outstanding rent immediately if you can. If not, talk to us. We should be able to make an agreement that will stop further action.

Yours Sincerely

Rents Manager

You are at Stage 2:

Legal Notice

Need Help with Benefits?

If you think that you should be getting Housing Benefit to help pay your rent, but have not heard anything, please call us on 0115 915 4920 now.

Need Help with your Debts?

Take the first step in getting your finances and debt under control. Call 0115 9154920 today and ask our advisor for an appointment.

What to do now: If you can, you should pay all of the rent owing immediately. You must talk to us on 0115 9154920 straight away to tell us how you are going to pay back the rent you owe. You can get legal advice from a Solicitor, Law centre or advice agency. A list of agencies who may be able to help is on the back of this letter. Even if you pay all of the outstanding rent, this notice lasts for one year and action could be taken on it if you get into debt again. We don’t want to take further action, so please work with us to avoid this. Call our advisors on 0115 9154920 between 8.15am and 6.00pm Monday to Friday. If you need help and advice, please see the HELP boxes.

Why not ask about Direct Debit? It’s the easy way to manage your rent; no more queues or forgetting to pay.

Ways To Pay At a Paypoint shop or Post Office using the

barcode on your rent card On the telephone with a Debit or Credit

card; using the Freephone Automated Payment Line (24 hours) on 0800 0520173 or to a person on 0115 9154920.

On the Internet at www.nottinghamcityhomes.org.uk

At a local Housing Office or the Guildhall

1 2 3 4 5 6


Red Letter

• Used to signify ‘danger’, normally of eviction or other enforcement action

• ‘Stage bar’ at bottom of letter signifies further progress towards decisive action

• Advice and payment options clearly displayed on letter preceding notice

• All ‘red light’ letters are hand delivered to vulnerable tenants, as with amber letters


Thank you – Any questions?

[email protected]

0845 330 3131

Documents

Homes and places where people want to live Helping Tenants with Money Management Traffic Light Letters and Visiting Cards Benjamin Chilvers (Rent Operations