Your work is our business

Your work is our business

Working through…issues Working through…issues of allocations, of allocations,

tenure and transparencytenure and transparency

John Thornhill,

Senior Policy and Practice Officer, CIH Gill Duffy,

Housing & Advice Services Manager, South Norfolk Council Mike Ward,

Associate Director, Circle

John ThornhillJohn ThornhillSenior Policy and Practice Officer

CIH

John.thornhill@cih.org

A new political and economic context – CSR…..cuts, savings and efficiencies: Deficit reduction

of £128bn in five years – Changes to regulatory framework: reactive consumer

regulation– Welfare and HB reform– Local decisions, a fairer future for social housing:

changing the way we use social housing

The coalition’s jigsawThe coalition’s jigsaw

The pressures: social housingThe pressures: social housing

Demand for social housing persistently out-strips supply– But social rented sector is shrinking: from 19.5% in 2001 to 17.7%

today and its still shrinking The sector plays a key role in housing people who are

vulnerable and in need– But an allocations system focused on need has concentrated

disadvantage by tenure and often by location Social housing has broader social and economic roles

– housing associations invested over £209m on almost 900 education, employment and social projects between 2003 and 2008

– But there is a tension between the roles of social housing in terms of meeting acute housing need and contributing to broader social and economic well-being

There are 3.7 million households in the social rented sector. The number of households renting privately has risen since 2005 from 2.4 million to 3.4 million in 2009–10

There were 1.8 million households on local authority housing registers across England on in 2008, that’s nearly 4 million people in total and this figure is rising

In the social rented sector, 20 per cent of household reference persons are aged under 35 and 29 per cent are aged 65 or over

Median household income in the social rented sector is £10,900, compared to £20,400 in the PRS and £29,200 in the owner occupied sector

Headline facts: social housingHeadline facts: social housing

Unemployment is highest in the social rented sector, 9 per cent compared to 7 per cent of private renters and only 1 per cent of owner occupiers

In 2009–10, 62 per cent of social renters and 24 per cent of private renters received housing benefit to help with the payment of their rent

43% of people living in social housing have a long term disability

There are 7.2 million in-betweens earning £12,000 to £25,000 who cant access social housing and many struggle in the PRS

Headline facts: social housingHeadline facts: social housing

The pressures: Competing demandsThe pressures: Competing demands

Sustainable neighbourhoods

Promoting choice

Meeting housing need

Transferrable welfare asset

Principles of improving supply in times of fiscal constraint, widening access, prioritising allocations to meet local needs

Charge affordable rent for developing RP’s: up to 80% market rent to facilitate new stock

LAs to have the option to issue flexible tenancies (2 years) End open waiting lists and give local authorities the freedom to

determine which categories of applicants can join waiting lists Local authorities will be able to discharge their homelessness

duty through a PRS let Support greater mobility: Homeswap scheme and vanguard

projects Bring empty homes back into use

Social housing reformSocial housing reform

Working through…issues Working through…issues of allocations, of allocations,

tenure and transparencytenure and transparency

Gill DuffyGill DuffyHousing & Advice Services Manager

South Norfolk Council

www.south-norfolk.gov.uk

www.south-norfolk.gov.uk

www.south-norfolk.gov.uk

LEAN systems review

Housing Register:

Application and assessment process

Annual review process

www.south-norfolk.gov.uk

Background

• LEAN systems review pilot for the council • Overriding need to reduce council expenditure• Desire to start exploring more freedoms under Localism Bill• Funding achieved to pay consultants to train project team and be

involved in the review• Review carried out Feb – March 11

www.south-norfolk.gov.uk

Methodology

• Considered customer expectations of the service• Process mapped systems and processes – project team and then whole team• Highlighted obvious ‘issues’• Agreed data required to evidence or show issues• Collated existing data and set up some daily monitoring• ‘Brainstormed’ ideal future state• Proposed and mapped realistic future state• Pulled out implications for consideration• Estimated cost of new processes and subsequent savings

www.south-norfolk.gov.uk

The current process

As is process map – housing register

Hous

ing

advis

orHo

me

optio

ns

supp

ort

Hom

eles

snes

s of

ficer

Cust

omer

Customer contacts - service F2F, phone, email

Advice and steer most appropriate

method

Advise online or send form

Customer completes online

form or paper based

Receive paper and check not duplicate and

complete

Enter onto online system and file

paper copy

Ring applicant and fill in gaps

Is it complete?Approve

onto Abritas/IBS

Online

Paper

Y

Assign to other council?

N

YAssign to

other council

N

Hou reg 2

As is process map – housing register

Hom

eles

snes

s of

ficer

Hom

e op

tions

su

ppor

tHo

usin

g ad

visor

Cust

omer

Duplicate?

Reject and treat as an

update

Import from Abritas to IBS

New information –

print form

Update, change IBS

and reassess band

Match person and address

reference

Receive OLAF list

Assess against policy

Y

N

No change

Change

If change in circumstances 1.verify details

2. proofs3. inform change of band

Delete

Eligibility check – immigration status

Y

Eligible?Inform customer

and cancel application

N

Adequate information?

YDecide banding

Request info –customer or 3rd

party (Drs, landlords,etc)

N

Hou reg 3

As is process map – housing register

Hom

eles

snes

s of

ficer

Hom

e op

tions

su

ppor

tHo

usin

g ad

visor

Cust

omer

Complete IBS attributes (PPGC

code)

Do you want to be on >1 register?

Y

N

Send email to Norwich City and

Broadlands

Customer receives notification that active on

register

Mail merge and letter to customer

Sub regional

Hom

eles

snes

sHo

me

optio

ns

supp

ort

Hous

ing

advis

orCu

stom

er

Email received option inbox

Update IBS with band

Receive application and

bandingAdd to IBS

Cross LA duplicates –

review and decide primary

Band

Add.Is it add or

band

Annual review – monthly run

Hous

ing

optio

ns a

dviso

rHo

me

optio

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supp

ort

Hous

ing

advis

orCu

stom

er

Run report to see who needs review

if >1 year

Generate mail merge – change in circumstances and

satisfaction

Send – sort post

Customer receives

Re-registered

2nd letter sent and cancellation letter

Customer receives

cancellation letter

Response

No response

Change of circumstances?

Send change of circs or

update formY

Complete change of circs form or

update

Receive and re-assess

against policy

File re- registration

form

Respond?

Y

Reactivates registration

Housing registration process

Sub regional process Annual review process

www.south-norfolk.gov.uk

Some identified ‘issues’

High volume of applications• Numbers doubled since CBL launch 2007• (1 March 2011) 8,000 applications – 5,000 administered by SNC

with 3,000 by NCC & BDC• 70% of applications have little or no housing need• Each require staff time of 25 mins – 3 hrs• Each application incurs non-staff costs of printing and postage• 10% of applicants successful in bidding each year

www.south-norfolk.gov.uk

Identified issues cont.

Inadequate info from customers at application• Reason 1: paper applications incomplete• Reason 2: IT system ‘loses’ data when imported from online

application form• Not all IT fields mandatory• 70% of applicants need to be re-contacted for additional or repeat

information• Average time taken = 10 mins• 70% in 2010 = 245 hrs

www.south-norfolk.gov.uk

Identified issues cont

Non-bidders• Over 52% of existing applicants have never bid for a property• 80% of non-bidders are in Low Need band• Oldest ‘non-bidder’ application dates to 1968• Customers believe they are accumulating priority• Resources used to process and re-register applications who are

inactive

www.south-norfolk.gov.uk

Identified issues cont.

Annual review process• In 2010 sent 7,362 letters to update and ‘re-register’ existing

applications• 41% did not respond and sent follow-up letter, stating application

cancelled• 5% of these responded and application reinstated• Estimated cost of this process annually is £10k

www.south-norfolk.gov.uk

Identified issues cont

Medical assessments• 13 per month in 2010• 32% lead to banding increase• 45 minutes for each assessment• Forms rarely provide the info required• Customers ‘chase’ priority and believe completion of form will give

priority

www.south-norfolk.gov.uk

The dream future

Housing registration process

Annual review process

www.south-norfolk.gov.uk

Main proposed changes

Considered restricted access to the housing register• Dependent on Localism Bill• Retain access and existing assessment policy for existing priority categories

(Emergency, Gold, Silver and Bronze) • Include sheltered hsg applications• Include transfer applications to ensure bidders for potentially ‘hard to let’

properties• Agree local needs housing prioritisation policy

However, probably not going to implement this.

www.south-norfolk.gov.uk

Main proposed changes

No customer self-application• No online application• No application forms

Introduce pre-assessment / screening• At first contact establish likely housing need?• No = provide advice and realistic expectations. If still wish to

register, basic details only, no verification.• Yes = make interview appt and inform of info required. Make own

enquiries.

www.south-norfolk.gov.uk

Main proposed changes

Assessment and housing options interview• Call day before to ensure attendance and all evidence/info available.

If not, cancel appointment.• Using all requested info, interview and give housing options.• If housing need, make banding assessment. • Input data straight onto system,• Provide bidding ref. number and email scheme guide and letter (or

print if necessary).

www.south-norfolk.gov.uk

Main proposed changes

Cancel non-bidders at annual review• Inform of this at interview• If wish to apply again follow same initial process

Cancel Low Need applications after 1 year• Inform of this at interview• If wish to apply again follow same initial process

www.south-norfolk.gov.uk

What should the outcomes be?

• Simpler, stronger system• Better focus on and interaction with customers• Customer expectations managed better• Fewer applications to the housing register• Focus of resources on those in need• Reduced staffing costs• Reduced cost of administration (= financial savings)

www.south-norfolk.gov.uk

Implications to consider

• Change in policy could be dependent on Localism Bill• Change in policy requires extensive consultation• Need to ensure application decisions are communicated legally, with

right to review• Partners may not want to work in the same way – what would this

mean for the partnership?

Working through…issues Working through…issues of allocations, of allocations,

tenure and transparencytenure and transparency

Mike WardMike WardAssociate Director, Circle

Some perspectives on mobility

Mike Ward

Assistant Director of Business Growth

Circle Housing Group

Why does being able to move matter?

(With apologies to lovers of Springwatch)

Why does being able to move matter?

“It is simply wrong that families are trapped in homes that are overcrowded, or that they find difficult to manage because of ill health or advancing years, while others who want to move to take up new job opportunities or to live closer to family are unable to do so.

“I am determined that we make it easier for tenants to move.”

The Rt Hon Grant Shapps MP

For us as a provider

• Supports our mission to enhance life chances• Logical response to intensifying pressure on supply • Saves money

Human City Institute

• Independent charitable ‘think-tank’ undertaking research into ‘human city’ issues.

• Identifying barriers to the creation of successful settlements • Aspects include housing, health, the environment, community

development, ethnicity and faith• ‘Counting Costs’ research led by Kevin Gulliver

www.humancity.org.ukkevin.gulliver@tiscali.co.uk

‘Counting Costs’

• Commissioned by Circle Anglia a year ago• Identifies the barriers to mobility in the sector• Uses existing datasets to estimate the number of

tenants seeking a move• Considers the costs arising from an inability to

move

www.humancity.org.uk

Barriers to mobility

• Buying is beyond most of

our tenants– 1997 – one in 77 could buy– 2009 – one in 500

• Fewer social rented homes– 4.4 million in 1997– 500,000 fewer today (11%)

• Growth in waiting lists– 39% increase between 2003 and 2009– One in twelve households are registered

Real consequences, real burdens

Health

Social Care

Education

Policing & ASB

What is this costing?

• Human City apply indicators of scale to a ‘cost per case’ based on relevant studies – e.g. cost to NHS of poor quality or overcrowded housing = £172 per case

• Totals estimated in this way are:– Social care: £305m– NHS: £81m– Education: £32m– Criminal Justice: £58m– Employment: £66m

TOTAL - £542 million annually

What are we doing?

• Simple• Fast• Puts the customer in control• Saves us money -v- transfers• Drives customer satisfaction

Promoting and enabling mutual exchange – good for customers and good for landlords

• Created in 2004 for Wherry HA

• An alternative to paper-based systems

• Also needed because ‘Move UK’ was not

working

• Quickly identified as positive by

neighbouring councils and associations

• Now has 170 landlords and ‘House

Exchange Direct’, so is accessible to all

• More than 130,000 registered users

• Unique ‘three-way exchange’ search to

enable chain-building

www.houseexchange.org.uk

Housing options and advice

• Conversions• Rehousing some people in

over-crowded homes• Sometimes it’s not about a move –

e.g. space-saving furniture• Group-wide principles• Maximising our allocation freedoms• Best practice guide being produced

The national scene

Localism Bill - paves the way for a regulatory direction requiring all social landlords to:

• Subscribe to an internet-based mutual exchange service that tenants can register with, free of charge

• Use a service conforming to minimum standards around matching and data sharing

• Provide support for tenants who are unable to access the internet

National home swap scheme

Membership

Testing – June 2011

Available for users – July 2011

Web services option

Mobility in London

• Home Connections G15 service launched last month

• Landlords pledge 5% of lettings available for cross-London moves

• Expects to enable around 150 moves annually

• Initially for those with offers of work or work-related training

• Now extending eligibility to include under-occupiers

• Mayor’s pan London scheme under development

Other news…

Vanguard projects

£1m over 2 years to support 12 councils or sub-regions to:• Demonstrate the economic benefits of increased mobility • Demonstrate the savings of moving through mutual exchange • Explore what can be done locally to promote more mobility• Test the potential benefits of ‘payment by results’• Identify any further steps which Government could take to promote

mobility in a cost-effective way.

And finally…the words of the wise

If everyone is moving forward together, then success takes care of itself. Henry Ford

The world is moving so fast these days that the man who says it can't be done is generally interrupted by someone doing it. Elbert Hubbard

The good man is the man who, no matter how morally unworthy he has been, is moving to become better. John Dewey

In Cleveland there is legislation moving forward to ban people from wearing pants that fit too low. However, there is lots of opposition from the plumbers’ union. Conan O'Brien

mike.ward@circle.org.uk 01603 703819 or 07736 028389

Working through…issues Working through…issues of allocations, of allocations,

tenure and transparencytenure and transparency

1,2, What challenges does the affordable rent model present us for delivering new supply?

3,4, What are the pros and cons of flexible tenancies and is your local authority likely to use them?

5,6, How might greater flexibility in the use of waiting lists be used?

7,8, What is hindering mobility in the sector and what can be done to improve mobility?

Thinking ThroughThinking Through

Working through…issues Working through…issues of allocations, of allocations,

tenure and transparencytenure and transparency