Management Plan Launch - West Lothian · 2018-06-22 · Management Plan Launch Housing, Customer & Building Services 20th June 2018 . Kirsty Young ... •Reduced Average Time to Let

Management Plan Launch

Housing, Customer & Building Services

20th June 2018

Kirsty Young Service Development Officer

Alistair Shaw Head of Service

Challenges and Opportunities

Council Priorities

Transforming your Council

• 5 Year Plan

• £65million Savings

• Growth Areas

• Digital Transformation

Kenny Selbie Performance & Change

17/18 Achievements

• Performance - ARC, CSE, WLAMs & Management Plan – several areas of

excellence for HCBS

• Rent consultation & income management support

• Universal Credit Project Planning

• TP – Digital involvement (TIS awards) TLIs & development work

• Systems Development – Total Mobile closure, Insight reporting, repairs

diagnostic for CIS & Objective

• Landlord Registration processes and improvements

• Complaints process – service improvement and timescales

18/19 Priorities

• ARC Improvement

• Digital Transformation Projects

• Universal Credit monitoring and mitigation

• Income management processes

• TP –progress digital engagement, alternatives to involve tenants

• Programme of TLI’s and improvement activity

• OH asset management, repairs diagnostic to tenants portal & asbestos

• Enhance private sector engagement and standards

• Factoring compliance & improvement

Alison Smith Housing Operations

17/18 Achievements

• Launched Tenant Participation Strategy 2017-2022

• Delivered the Income Management Strategy

• Introduced Corporate Debt Approach to all Housing Offices

• Prepared staff for Universal Credit

• Replaced Décor Voucher Scheme with Paint Pack

• Reduced Average Time to Let Property to under 21 Days.

• Let New Build Homes

• Award - Celebrating Success for Week of Action in Mayfield

18/19 Priorities

• Progress with Tenant Participation Strategy 2017-2022

• Let Tenancies efficiently to meet Housing Needs

• Deliver Income Management Strategy & Manage Impact of Universal Credit

• Achieve Budget Savings within SNT Budget through Service Redesign &

partnership working

• Review processes and system for efficiencies

• Work Together

AnnMarie Carr Housing Need

17/18 Achievements

• The Service welcomed a further 4 Syrian refugee families

• Launched Syrian family Tenant Participation Group

• Received Bronze COSLA award – Syrian Refugee Resettlement Programme

• Improved audit and inspection by the Care Inspectorate

• Sustained good performance

• TPAS Best Practice in Involving Customers Award 2017- Homeless Network

Sub group - Runners up

18/19 Priorities

• Digital Transformation Housing Need – Allocations & Homelessness

• Homeless Plan (HARSAG)- Reduce Homelessness

• Common Housing Register – Review

Colin Miller Strategy & Development

17/18 Achievements

• Local Housing Strategy Approved

• 5 Year Housing Capital Programme Approved

• 124 new build completions – up from 105 in 16/17

• 38 buy backs completed – exceeded target of 30

• £10.95million grant spent – exceeded RPA

• 6 sites agreed for future new build programme

• Mayfield upgrade project completed

• 193 RSL houses under construction

18/19 Priorities

• Agree procurement approach for new build

• Achieve target of 590 WLC new build completions – 91 achieved to date

• Complete 41 buy backs – 12 concluded to date

• Spend RPA of £12.174million

• Establish Homes for West Lothian Partnership

• Obtain approval for Affordable Housing Supplementary Guidance

• Update SHIP

• Achieve spend targets for year 1 of Capital Programme

Ralph Bell Customer Services

17/18 Achievements

• Opened new Partnership Centres in East Calder and Linlithgow

• Engaged with communities in Armadale and Whitburn around the

development of their Partnership Centres

• Continued to develop the resilience of community centre management

committees

• Work with third sector heritage organisations to develop a comprehensive

heritage strategy

• Developed a new Customer Services Strategy

18/19 Priorities

• Introduction and implementation of the councils Customer Service Strategy

• Development and delivery of new partnership centres at Blackburn,

Armadale and Whitburn

• Prepare, scope and define a plan for consolidation of Community Centres

• Prepare, scope and define a plan for rationalisation of Customer information

services

Grant Taylor Building Services

17/18 Achievements

• Shortlisted for best performing Building Services in the UK

• Apprentice recognition/developing the young workforce programme

• Successful delivery of the Repairs & Housing Capital Programmes

• Completed launch of the revised housing repair categorisation

• Completed the review of the service planning & administration functions

• Completed training on complaints handling

• Completed a review of the void process with colleagues from within the

service

18/19 Priorities

• Continue to roll out our mobile working solution

• Continue to learn from complaints

• Start to implement revised arrangements to deliver our non housing repairs

• Continue to promote good practice in Health & Safety throughout the

service

• Work with colleagues to develop our IT systems – tenant self service portal

• Start to review the arrangements for out of hours emergency service

• Continue to joint work with internal/external stakeholders

Overview of Homelessness In West Lothian

AnnMarie Carr Housing Need Manager

Purpose of Presentation

• Outline the main challenges in meeting demand for social housing in West

Lothian

• Explain our legal duty to those presenting as Homeless

• Focus on the main challenges facing Homeless Services in meeting this

demand

• Outline West Lothian’s homeless profile

• Outline options to address current issues and address needs longer term

Routes into Housing – Demand Vs Supply

Homeless reasons Breakdown of Housing List

Main Challenges

• Meeting our legal duty to people that are homeless or threatened with

homelessness

• Continuing to deliver good outcomes/person centered approach

• Increasing demand for and cost of homeless services

• Significantly higher level of demand for temporary accommodation versus

the available supply.

• Increasing length of stay in temporary accommodation

• Increasing reliance on Bed and Breakfast and Hotel Accommodation

• Low levels of main stream permanent lets in social rented stock

Main Challenges

• Vulnerability and complex needs of some homeless applicants

• Significantly higher level of demand for temporary accommodation versus

the available supply.

• Changing the mind set/shifting the balance

• Welfare Reform Changes

• Proposed changes in National Approach

Our Homelessness Profile

1364

1530

16/17 17/18

Increasing trends in relationship breakdown violent/ non violent, prison/hospital discharges and other action by landlord

Increasing homeless presentations

Increasing numbers accepted unintentionally homeless

1027

1131

16/17 17/18

Increasing numbers asked to leave. The national average is 25%, WLC is at 59%

792

900

16/17 17/18


Single people vs single parents

887 944

296 325

16/17 17/18

Single Single Parents

Increasing demand for Homeless Assistance and emergency and temporary accommodation/ pressures on supply

15 19

156 191

16/17 17/18

B&B TT

Increasing lengths of stays in B&B and TT

Available lets

891

930

16/17 17/18


484

677

16/17 17/18

Increasing demand for council and registered social landlord (RSL) housing stock to discharge council’s homeless duty to provide settled accommodation / increase pressure on supply of social rented stock

Discharge duty to local authority dwelling

Discharge duty RSL dwelling

158

159

16/17 17/18

Level of lets to Homeless

61.5%

65.4%

16/17 17/18


87%

87%

16/17 17/18

Despite the increased pressure and demand placed on the service the outcomes for households remain positive

Sustained tenancy

Repeat homelessness remains below national 1.7% in 17/18 is only 26 households out of 1530

1.7%

1.7%

16/17 17/18

The Cost Of Homelessness

2016/17

Actual

£

2017/18

Budget

£

2017/18

Forecast

£

2017/18

Variance

£

Reactive Repairs 767,184 525,000 525,000 0

Council tax 330,617 302,000 355,000 53,000

Property Storage 148,900 36,886 159,405 122,519

Equipment & Furniture 287,238 300,000 300,000 0

Homeless Transport 343,426 161,322 366,322 205,000

B&B Costs 696,655 669,000 1,038,610 369,610

Total 2,574,056 1,994,208 2,744,337 750,129

The Cost Of Homelessness

2011/12 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18

£56,711 £166,264 £174,482 £299,366 £661,258 £696,655 £1,038,610

Hotel Budget £669,000

Expected Rent Income £325,251

Expected Housing Benefit Revenue £216,819

Total Revenue Income £542,070

Total £1,211,000

B&B Charging Scheme

B&B Costs

Proposed changes in National Approach

• £50million Scottish Government funding over the next five years to

eradicate homeless and rough sleeping

• HARSAG remit - to provide recommendations on ending homelessness and

rough sleeping and transforming temporary accommodation

• Possible changes in legislation on Local Connection and Intentionality

• Initial recommendations for transition to a rapid re-housing model by

default across Scotland for all groups of homeless people.

• Next step of recommendations to focus on transforming temporary

accommodation due Spring 2018

Options to Address Issues

• Charging for Hotels /B&B

• Review of Allocations Policy

• Develop improved services for Homeless People

• Increase supply of affordable housing provision

• Progress new accommodation provision

• Review Homeless Transport Model/ align with

homeless plan

• Develop recommendations from HARSAG Report

• Temp & Mainstream

• Buy Backs

• New Build Unit

• RSL Partners /PSL’s

• Sharing Space Pilot

• Employability

• Health

• Advice Shop

QUESTIONS Don’t be Shy!

Digital Transformation And You!

Karen Cawte Digital Transformation Manager

Digital is not the new name for IT!

Why are we doing this?

“The way users want to access our public

services has changed, and we need to change to

meet these needs”

24/7/365 access to services

40% outside of office hours

Breakfast 1-2 hrs

Work 8-10 hrs

Evening 4-6 hrs

Commute 1 hr

Laptop, tablet, mobile

Mobile

Desktop, Laptop, tablet, mobile

Laptop, tablet, mobile

Commute 1 hr

Mobile

The way we are using technology is changing

Changing the way we do things

Who has one of these?

Some of the ways our customers communicate

Uptake of internet over time by income group

2005 2012 2015 2016

6-15k 20% 52% 60% 62%

15-25k 42% 78% 80% 82%

25-40k 68% 79% 95% 97%

40k+ 82% 100% 100% 100%

0%

20%

40%

60%

80%

100%

120%

6-15k 15-25k 25-40k 40k+

Why are we doing this?

Digital Leadership

Digital Foundations

Digital Services

West Lothian Digital Strategy

• Digital customers – our customers use digital channels to interact with the

council

• Digital skills – educating and supporting our staff and residents to thrive in a

digital age

• Digital workplace – transforming how we work to deliver more effective and

efficient services

• Digital service design – ensuring our digital ambitions are embedded across

the council

It’s all about the delivery……….

Lets challenge the status quo!

There is a mountain to climb

But we do have a basecamp?

It’s a chance to reimagine and redesign services

QUESTIONS Don’t be Shy!

THANK YOU

AWARD CEREMONY

Recognition of your Achievement

Your Achievement

214 Periodic Inspection & Testing of Electrical Install

M Brannan R Brown

G Cornwall L Forsyth

B Melrose J Nothard

J Swan

Your Achievement

First Aid at Work Includes Initial, Refresher and Training

R Cornwall D Forrester

W Kelly J Brown

T Chapman B Higgins C Smith

H Traynor J McDaid

S Smith W Topping

W McGugan E Orme

C Sutherland J Yule

M MacKenzie S Paterson

Your Achievement

Management Development Programme

J Cavanagh J McGrorty

Your Achievement

Site Management Safety Training Includes SMSTS and SMSTS Refresher

T Chapman L Galbraith

R Green N Akyempim

C Greer D Harris R Evans

B Higgins L Hutchison D Flannigan

W McGugan D McKee

G Mckenzie T Mckeown L Middleton

E Orme B Sangster

J Brown I Forman

D Forrester

M Garland G Jeffrey W Kelly

A Marshall D McCulloch

R Stuart W Topping

L Meek A Milligan G McKee

Your Achievement

WLC Supervisor Development Programme

C Collins I Forman S Hilditch R Stuart

W Topping

J Dykes L Hutchison

G Knox G Maxwell A Milligan

Your Achievement

Adult Support Protection Act - Level 2

L Charnley C Drummond

C Byron-Arnold I Smith

L Hudson D McGowan

Your Achievement

ASIST - Applied Suicide Intervention Skills Training

A Abioye K Anderson P Bestwick

C Byron-Arnold L Charnley L Donnelly

C Drummond

L Grady R Hart

L Hudson S Keast

K Kefferty J McIndoe

Your Achievement

Child Protection Includes Basic, Risk Assessment

K Anderson P Bestwick

C Byron-Arnold A Meek

Your Achievement

MSc Postgraduate in Housing

Courtney Gemmell

Your Achievement

Recognition

Level 2 Gym Instructor – H Traynor SVQ Customer Service Level 2 – C Wainwright PRINCE2 – Foundation & Practitioner – R Downie CIH Level 4 Certificate in Housing – J Reilly CIH Level 4 Diploma in Housing – P Gallacher & P Gordon SVQ 4 Health & Social Care – L Hudson SVQ Level 4 in Management – L Hudson

Your Achievement

Recognition

Adult Support Protection Act Level 1- A Landsdown & Roy Turnbull Adult Support Protection Act Level 2 – S Morrison Professional Development Award in Housing Law Advice – A Buxton

Your Achievement

Congratulations to all of you and your hard work and commitment

to the Service.

BREAK See you soon

BREAKOUTS Tenant Participation

Digital Inclusion Best Practice

AWARD CEREMONY

Going The Extra Mile (GEM)

Going the Extra Mile

Aileen Cochrane

Community Estates Officer Bathgate Area Office


Caroline Campbell

Housing Analyst Civic Centre


Lorna Stuart

Customer Service Officer Arrochar House


Alan Dick

Customer Facilities Officer East Calder Community Centre


Dean Millar

Customer & Facilities Assistant Lanthorn


John Brown

Team Coordinator Kirkton Service Centre


John Duncan

Electrician Kirkton Service Centre


Lorna MacDonald

Tenancy Sustainment Officer Blackburn Homeless Unit


Mark McKenzie



Nikki Buckley

CIS Team Manager Arrochar House


Nicola Greenhorn

Quality Development Officer [now CEO!]

Armadale Area Officer


Woody Topping



Aileen Meek

Community Estates Officer Armadale Area Office


Heat Teams 1, 2 and 3

Team 1

Bob Robertson Scott Thomson Ian Mowbray John Hutton

Derek Somerville Gary McKee

Taylor McGrorty Jay Marshall Owen Brown

Brian Bray

Team Two

Derek Weir Ben Logan

James Connor John Meichan Nik Anderson Colin Nugent

Hugh Kelly

Team 3

Greig Johnstone Jamie Edwards Jordan Fleming

John Yule Robbie Brown


Contracts Team A

Barry Higgins Craig Sutherland

Daniel Flannighan Barrie Harrison David Forrester

Andrew Cunningham Charlie Longridge


Linlithgow Customer & Community Services

Julie Witherwick Lisa Bredin

Moira McHarg Kate Muir Ann Green

Diane Duncan Bernadette Bell


Frances Eglinton

Quality Development Officer


Absent GEMs

Dean Miller Craig Pennycook Lorne Rutherford Rochelle Downie Callum McDougal

Craig Smith

Ros Edgar Vicki Thomson Gary Stoddart Ruth Sheridan

Tony Stevenson


Congratulations to all of you and your hard work and commitment

to the Service.

Alistair Shaw Closing Remarks

THANK YOU The End

Documents

Management Plan Launch - West Lothian · 2018-06-22 · Management Plan Launch Housing, Customer & Building Services 20th June 2018 . Kirsty Young ... •Reduced Average Time to Let