Agenda item

- to consider the introduction of a Choice-Based Lettings Scheme from 4^th April, 2005

In accordance with Minute No. 43 of 30^th July, 2004, the Community Services Manager submitted a further report on the above.

It was proposed that both the Choice-Based Lettings scheme and the Property Shop be known as “Key Choices” which would operate from Norfolk House reception until suitable town centre premises were secured and fitted out.

The report outlined the work undertaken prior to its implementation which included:-

§                     Customer and stakeholder consultation exercises

§                     Branding and promotion of the scheme

§                     Policy and procedure guides

§                     Informing applicants how to access the service

§                     Addressing the needs of vulnerable and hard to reach applicants

§                     Aligning the service with the Corporate Access Strategy for the provision of customer services

§                     Customer involvement, staff training and partnership arrangements.

In addition to the “Key Choices” staffing arrangements who would support customers through the letting process, it was also possible to offer additional services.  There was a proposal that a Home Improvement Agency Service be established, to be known as “Rotherham Stay Put”, which would be an expansion of the services currently provided by Yorkshire Housing Foundation and Yorkshire Housing Group in Sheffield and Barnsley.  It was envisaged that it would either be based alongside “Key Choices” or drop-in sessions held throughout the week.

A consultation programme had started in July, 2004, and had included a timetable of awareness raising sessions including roadshows, presentations to support agencies and local newspaper articles.  Customer feedback had been positive and both customer and staff had shown an interest in the new scheme. The main concern highlighted by agencies and staff was the need to ensure that vulnerable and hard to reach groups were not excluded and that mechanisms were in place to support customers who may require help accessing the service.  To protect the interest of vulnerable people, Section 5 in the “Key Choices” lettings policy was dedicated to a support approach. 

Prior to the commencement of “Key Choices”, existing applicants would be automatically transferred to the scheme.  Communication regarding the change and an explanation as to how the new system worked would be sent out in advance of the commencement date.  A telephone help line would be operated to assist customers with queries regarding how to access the scheme.  The aim was for the Council, Housing Associations and private landlords who had homes to rent in Rotherham to work together to deliver the letting scheme.

The principles of the scheme included commitment to simplicity and transparency of processes.  It was imperative that in offering choice there was no negative impact on performance and to avoid this, the property advertisement cycle must commence during the 4 week notice period.  Applicants could register a preference for the property they were interested in.  To ensure there was a balance between need (Priority band) and choice (General band), a 50/50 approach allocation had to be undertaken.  This meant that every available home would be offered alternatively to priority and general applicants.  A full “Key Choices” lettings procedural guide had been developed. 

In order to apply for properties, the applicant must be registered on the Housing Register and have an application number.  “Key Choices” would advertise properties to rent every week on the internet, in Neighbourhood Offices, in the “Key Choices” Property Shop and by weekly mailing list.  Each property advert had a closing bidding date.  A customer could express an interest for up to 3 properties per week either by e-mail, telephone, text, post or in person.  The customer would be advised to check that they met the letting criteria and that they really wanted the property before making their request.

Applicants to whom the Authority had a statutory duty would have a time limited period in which to bid for properties.  After that, if not successful, a review of their priority would be undertaken with the applicant.  The time limit would be extended if no appropriate properties had been advertised.  If the applicant had ignored or refused opportunities they may lose their priority.

Properties would be designated as a “Direct Home” when the property had been advertised and there were no suitable applicants with similar properties having been advertised in the last 4 weeks and there being no suitable applicants.  Following the close of bidding and if no bids had been received, the housing Options Team would inform the Neighbourhood Offices that the property would remain on all advertising media.  The advertisement would be labelled to read “Direct Home – 1^st Come 1^st Served”.

Applicants who had been offered a tenancy could choose to have a furniture package.  If a furnished home became vacant it would be re-let and advertised in the “Key Choices” letting scheme as a furnished home.

To make informed choices, applicants would be able to view property adverts which would include property details e.g. floor sizes, photographs inside and out, heating type, number of bedrooms, rent and additional charges payable, and details of local amenities.  Individual property advert displays would be available in all Neighbourhood Offices, the “Key Choices” Property Shop via a mailing list or the Council’s website.  Future property showcases included digital TV, the “One Stop Shop Contact Centre”, DVD/video in reception areas and community portholes with touchscreen facilities.  The advertising cycle would commence on Wednesday morning at 10.30 a.m. and finish the following Tuesday at 4.00 p.m.  At that time the previous week’s advertisement should be removed from all media types and display boards and replaced with new ones as soon as possible but no later than Wednesday a.m.  Any properties that did not receive a bid in the previous week would remain and be identified as “Direct Homes” allocated on a “1st come 1^st served” basis. 

Following close of bidding on Tuesday at 4.00 p.m., all Neighbourhood Offices would be contacted to ensure all bids had been inputted.  A shortlist of applicants registering a bid would be generated from the OHMS matching system.  Applicants would be contacted in date order to arrange an interview either home or office based.  The interview would verify details on the application form.  Before any offer was made, the Neighbourhood Champion would thoroughly check the applicant met the Council’s allocation criteria including issues preventing immediate access e.g. current and/or former rent arrears etc.  After the criteria had been verified, the property should be offered to the earliest dated eligible applicant in the required quota group.  If an applicant was shortlisted for more than 1 property in the same week, they would be able to view all of them and be asked to choose which they wished to accept.

In the case of adapted properties, the Assessment Team would utilise the database and the matching system on OHMS to identify applicants who had received a medical assessment priority and require rehousing to suitable properties with adaptations.  The offer would be made to the person who matched the exact medical recommendation.

There would be certain properties excluded from the scheme and not advertised in the normal way through the “Key Choices” letting scheme.  Examples of these included those having to move from an area affected by clearance/demolition, provision of accommodation for asylum seekers, people re-housed through Public Protection Panel etc.

With regard to the actual “Key Choices” Property Shop, many authorities had developed estate agent style property shops.  Such service outlets moved providers from being the housing option only ‘of last resort’ for desperate people, to attracting people and client groups who had not previously considered Council housing as a lifestyle choice.  Other services that would operate from the shop included Furnished Home, energy efficiency, Housing Option Team, independent housing advice and Home Improvement Agency.  Best Value principles have been applied to the procurement of premises which had to be accessible, cost effective and fit for purpose.

It was noted that the Property Board was consider the proposed establishment of a property shop at No. 20 Moorgate Street, Rotherham, at its meeting on 16^th March, 2005.

Resolved:-  (1)  That the report be referred to the Environment Scrutiny Panel for consideration with a report containing any comments being submitted to the Cabinet Member.

(2)  That the Chairman of the Environment Scrutiny Panel be requested to invite all Members of the Council for (1) above.

(3)  That negotiations proceed with respect to No. 20 Moorgate Street, Rotherham.

(4)  That provision for the capital costs of the property shop be made within the 2005/06 Housing Investment Programme and that support for the revenue costs be made within the Housing Revenue Account budget.