Agenda item

Further to Minute No. 21 of 16^th July, 2009, a report was submitted on the progress made against the 24 recommendations resulting from the Scrutiny Review.

 

Progress included:-

 

-        Further consultation and an analysis undertaken of the impact of introducing a Sub-Regional Choice Based Letting scheme

-        Increased nominations to 100% with 5 RSLs

-        Reference to the Adult social care assessment in the Allocation Policy

-        Completed evaluation of under occupancy in Council tenancies

-        “Fair and Flexible Guidance”

-        Development of weekly reports informing of real time numbers on housing register, bidders and non-bidders

-        Redesign of Key Choices website

-        Weekly results sheet showing the status of previously advertised properties

 

A number of the recommendations had financial implications including virtual property tours and the provision of more information.  Key Choices had carried out investigations to identify funding streams.

 

Sandra Tolley gave the following powerpoint presentation:-

 

-        Purpose of CBL Review

To find out the customer experience of the Choice Based Lettings (CBL) Service and to identify any gaps in the service and any areas of work for further development”

 

-        “Fair and Flexible – Draft statutory guidance on social housing allocations for local authorities in England” (31^st July, 2009)

CLG asked all local authorities a series of questions regarding the proposed changes to the Code of Guidance in Allocations

 

Findings

More than 1,000 customers completed and returned a survey/questionnaire

The Scrutiny Review and Fair and Flexible provides good intelligence about what needs to be done to improve the understanding and operation of the CBL system and make changes to the Allocation Policy

 

-        Recommendation 5 – The Housing Allocations Policy

o             Offer more choice and mobility to tenants and prospective tenants

o             Allow more freedom to prioritise needs specific to local areas

o             Demonstrate transparency – Scrutiny Review

We can consider

o             Introducing a Rural Priority Lettings Policy

o             Set aside a proportion of vacancies for applicants in employment and help people to live closer to their place of work

o             Analyse waiting time re the lettings quotas

 

-        Recommendation 7 – Introduction of ‘real-time’ feedback

 

-        Recommendation 8 – Managing the Housing Register

o             Participating fully on COntinuous REcording (CORE)

o             Weekly reports to inform of real time numbers on housing register, bidders and non-bidders

o             A bi-monthly training programme to raise understanding of inputting and updating of housing applications

o             Weekly reporting tools that highlight “user errors”

o             Procured a CBL software package that manages the housing register, each application will be reviewed annually

 

-        Recommendation 12 – Alternative title to “Direct Homes”

o             61% knew what a “Direct Home” was

o             90% thought “Direct Homes” should be advertised until allocated

o             63% thought that information on adverts were clear

o             60% used the Rotherham Advertiser to view and request properties

 

-        Recommendation 13 – Improve Information Profile of RMBC Housing Stock

 

-        Recommendation 14 – ‘Virtual Tours” of the Area

 

-        Recommendation 20 – Information at Neighbourhood Offices is Comprehensive

o             Bi-monthly timetable of free training and part of induction process

o             Streamline systems and procedures with 2010 staff

o             Monthly mystery shopping activities at Neighbourhood Offices conducted by the Customer Inspection Service Team

o             Customer journey mapping through Home Truths Diaries

o             Service Quality Team undertaking random telephone survey

 

-        Recommendation 22 – Advertising via local media

o             Survey 18.9%, further consultation 60% - 14 said yes 9 no

o             Utilise savings to pay for a Resettlement Officer

 

-        Recommendation 23 – Information to Elected Members

o             2010 Rotherham Ltd. will provide information on empty properties at a local level to Elected Members and Key Choices

o             Letting results are published on Key Choices web page and e-mailed direct to Elected Members

o             The letting results will be published in Rotherham Advertiser where space permits

o             Continue with community surgeries by 2010 Rotherham Ltd. in Neighbourhood Office

 

Discussion ensued with the following issues highlighted:-

 

§         The review had highlighted how CBL differed from the Allocations Policy

 

§         Further work was taking place on incentivising downsizing

 

§         Software had been procured that provided customers with real time information of where they were on the Housing Register

 

§         Work had taken place with Speak Up which had resulted in symbols being used to make it easier for those who had reading/learning difficulties.  The Housing Solutions Team worked with and supported customers through the process.  2010 Housing Champions would help those they knew would have difficulty with submitting a bid

 

§         Work had started on revising the Allocations Policy with a possibility of increasing the General Group ratio

 

§         Work was required on the Priority Plus Group and ascertaining how long applicants had been in the Group and whether they had been submitting bids

 

§         Work was taking place on Direct Homes to check if any could be de-designated to a lower age group

 

§         Those in the Priority Plus Group could select 5 areas of their choice

 

§         The definition of a Rural Lettings Policy was an area of less that 3,500 inhabitants

 

§         The Authority had linked up with a company called “Home Swapper”.  Rotherham tenants could advertise the property themselves through the company and receive notification of matches in Rotherham or across the country

 

§         A range of agencies were notified of the properties available

 

§         Rotherham had halved its usage of temporary accommodation.  There was a lot of work around prevention.  According to the Allocations Policy, if someone had been in temporary accommodation for more than 6 months they moved into Priority Plus

 

§         The Furnished Homes Scheme was now called Furnished Solutions and allowed householders to pick and mix and only sign up for 1 year

 

§         Those in Priority Plus were in urgent need

 

Resolved:-  (1)  That the progress made against the Scrutiny Review recommendations be noted.

 

(2)  That the report on under occupancy (including age restrictions) be submitted to this Scrutiny Panel.

 

(3)  That an update be submitted in 6 months.