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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 01/04/2003
BEST VALUE FUNDAMENTAL SERVICE REVIEW - HOUSING: ALLOCATIONS & NOMINATIONS IMPROVEMENT PLAN




ANNEXE 5

BEST VALUE FUNDAMENTAL SERVICE REVIEW

HOUSING: ALLOCATIONS & NOMINATIONS

IMPROVEMENT PLAN

ACTION PLAN
BY WHOM
BY WHEN
[month = by month end]
BUDGET IMPLICATIONS
PROGRESS
REVISED TIMETABLE
SAVINGS
000
TARGET 1: Service Aims, Objectives and Standards That:
reflect supply and demand issues
are responsive to customers’ needs and expectations
reflect the Government’s objectives of providing choice to those seeking social housing and creating sustainable communities
reflect legal requirements and the intention to provide a good quality service
adhere to Equality of Opportunity and Human Rights principles
help to reduce Crime & Disorder and fear of crime
are compatible with corporate objectives
Identify customer profiles and consult them about their overall priorities for the serviceService Review GroupDecember 2001Within existing budgetsDone
Done
0
Identify issues relating to Equal Opportunities, Human Rights, creating sustainable communities and Crime and Disorder to be reflected in service aims and objectives in addition to statutory requirements relating to Allocations and NominationsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As aboveOngoing as part of allocations policy review
January 2003
0
Develop service aims, objectives and standards in consultation with Tenants’ Panel Assistant Director of Housing/ Housing Needs ManagerSeptember 2002As aboveAs above
February 2003
0
In consultation with the Tenants’ Panel and other stakeholders agree targets that will deliver the service to the agreed standards including Borough-wide and, if considered necessary, more local targets for lettings to different groups within the communityAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As aboveAs above
As above
0
Develop and implement monitoring systems in relation to service standards and targetsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As aboveAs above
As above
0
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standardsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As aboveAs above
As above
0
TARGET 2: A Strategy For Dealing With Low Demand Properties
Produce report for Overview and Scrutiny Committee (No. 2) and the Executive Committee outlining the problem and the need for a strategy to be developedAssistant Director of HousingJanuary and February 2002Within existing budgetsReport on Stock Imbalance presented to Community O&S 21/1/02
Done
0
Agree definition of “low demand” first for accommodation for the elderly and later for general needs housingHousing Needs ManagerFebruary 2002As aboveDecision made to use ODPM definition
Done
0
Identify/confirm those properties fitting within “low demand” definition, focusing on accommodation for the elderly firstHousing Needs ManagerDecember 2001As aboveIncluded in Exempt Annexe 4 report on Stock Imbalance to 5/2/02 Executive
Done
0
Develop plan for dealing with low demand properties currently designated for the elderly including:
re-designation of appropriate properties as general needs housing and proposals for offering incentives to current elderly residents to move to designated properties
confirmation of designation for appropriate properties and proposals for enhancing accommodation/amenities to make it easier to let
proposals for advertising low demand accommodation that continues to be designated for the elderly more widely e.g. in The Link, local newspapers, parish magazines, on Waverley’s and national accommodation to let websites e.g. homesonthenet.com
reducing minimum qualifying age for applicants for housing designated for the elderly
using private letting agents to market/let low-demand sheltered housing
Housing Services ManagerMarch 2004As above Concessionary TV Licence report presented to 5/2/02 Executive
Proposals to redevelop Rowland House report presented to 5/2/02 Executive
First meeting in Nov 2002 in Cranleigh to discuss with local community the issues of de-designation – to be rolled out Borough-wide [Farnham – Feb 2003, Haslemere – June 2003, Godalming – July 2003]
Review of elderly designated properties ongoing
Ongoing
0
Commence implementation of strategy/planHousing Services ManagerFrom April 2002As aboveSee above
Mistake in original timetable – should be from March 2004
0
TARGET 3: Formal Policies And Procedures For Delivery Of Allocations And Nominations Service With Particular Emphasis On:
customer care
health and safety
matching demand for and supply of accommodation
a choice-based approach
equal opportunities
efficiency
Identify customer profile and obtain feedback about their priorities for improving the serviceService Review GroupDecember 2001Within existing budgetsDone
Done
0
In consultation with Tenants’ Panel review and amend allocations policy, including for fully sheltered housing, in light of the provisions of the Homelessness Act and obtain necessary Committee approvalAssistant Director of Housing/ Housing Needs ManagerIn accordance with timetable laid down in Homelessness Act


As aboveReport on revisions to allocations policy necessary to meet statutory requirementsReport to 21/1/03 Community O&S
0
In consultation with Tenants’ Panel review and amend allocations policy, including for fully sheltered housing, with regard to introducing choice-based letting arrangements and obtain necessary Committee approval Assistant Director of Housing/
Housing Needs Manager
April 2003As aboveMore fundamental review of allocations policy to follow in 2003/04
April 2004
0
Reconsider need for/purpose of/process for assessments of applicants for sheltered housingAssistant Director of Housing/ Housing Needs Manager/ Housing Services ManagerJune 2002As aboveDecided unnecessary and discontinued
Done
0
Review and act on results of ethnic monitoring of applicants/new tenantsHousing Needs ManagerOngoing with annual reports to the Executive CommitteeWithin existing budgetsOngoing
Report on 2001/02 results to 14/1/03 Executive
0
Explore with partner RSLs ways of introducing speedier and more flexible nomination arrangements including entering into service level agreementsHousing Needs ManagerDecember 2002As aboveFeedback from RSLs during BV review acted upon. Decided service level agreements unnecessary.
Done
0
Develop and adopt recording, monitoring and reporting systems for customer complaints that are compatible with Departmental and corporate proceduresHousing Needs ManagerSeptember 2002As aboveDepartmental system implemented for complaints
Done
0
Document policies, procedures and guidelines for all aspects of allocations and nominations service and introduce arrangements for regular reviewHousing Needs ManagerDecember 2002As aboveInitially on introduction of revised allocations policy and then after major review
February 2003 for revised allocation policy then March 2004 after major review
0
TARGET 4: Improved Information For Customers And Stakeholders
In consultation with the Tenants’ Panel, produce new and/or review existing leaflet(s) explaining in plain English:
the service aims, objectives and standards
the location and type of accommodation provided by Waverley
availability of Language Line interpretation and translation service
allocations policy
nomination arrangements with registered social landlords
how to apply for housing
how existing tenants can apply to transfer to other accommodation
how applications are dealt with including medical assessments and home visits, and assessments for fully sheltered housing (if relevant)
how to complain
appeals procedures
Housing Needs ManagerSeptember 2002Within existing budgetsFollowing revisions to allocations policy
March 2004
0
Provide new and transfer applicants with information about:
the turnover of Waverley’s homes generally
the turnover of the particular type of accommodation in the applicant’s preferred location
the likely date when the applicant will be offered a tenancy based on previous turnover
Housing Needs ManagerSeptember 2002As aboveNewsletter published October 2002. Next issue April/May 2003.
Done
0
Publish information about the allocations and nominations service provided by the Council in The LinkHousing Needs ManagerSeptember 2002 and ongoingAs aboveArticle to be included in spring 2003 issue
May 2003
0
Use Waverley’s website to publish information about the allocations and nominations serviceHousing Needs ManagerDecember 2002 and ongoingWithin existing budgetsDone
Done
0
Provide regular information and/or briefings for partner agencies on the roles of the Housing Needs and Homelessness servicesHousing Needs Support OfficerApril 2002 and ongoingAs aboveHousing Forums taking place with local communities in 2002/03
Cranleigh Nov 2002
Farnham Feb 2003
Haslemere June 2003
Godalming July 2003
0
TARGET 5: Value For Money Maximised
Re-assess funding needed to offer incentives to tenants to move to smaller homes and if necessary produce report for Members recommending increasing the budget allocated for the schemeHousing Needs ManagerDecember 2002 and ongoingWithin existing budgetsReviewed – overall budget sufficiently flexible to allow for virements if necessary
Done
Not yet quantifiable
Provide more publicity in Tenants’ Extra about the incentive scheme for tenants to move to smaller homes Housing Needs ManagerJune 2002 and ongoingAs aboveArticle to be included in Waverley Homes spring 2003
May 2003
As above
Introduce more generalist way of working where possible i.e. same staff dealing with new and transfer applicationsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As abovePiloted on experimental basis. Experience to be evaluated.
March 2003
As above
TARGET 6: Maximising Use Of IT And Working Towards E-Government Targets Common target with Day-to-Day Repairs, Programmed & Cyclical Maintenance and Voids Management – see Improvement Plan relevant to All Housing Services
Enhance data fields on Orchard (integrated housing management system) to enable more sophisticated matching of applicants with available propertiesHousing Needs ManagerAugust 2002Within existing budgetsIT development in homelessness taking priority
January 2004
0
Investigate and if possible implement facility for inputting applicants’ details direct on screen whilst they are present Links with Target 2 of Improvement Plan relevant to All Housing ServicesHousing Needs ManagerDecember 2002As aboveDepends on availability of terminals in interview rooms
As above
0
Substitute any remaining paper-based systems with computerised systems as far as possibleHousing Needs ManagerDecember 2002As aboveIT development in homelessness taking priority
As above
0
        TARGET 7: Robust Systems For Improved Performance Management Systems For Monitoring Quality, Value For Money And Efficiency Of Service
Ensure there are local performance indicators to monitor, analyse and report on all aspects of the allocations and nominations service IMTJanuary 2002Within existing budgetsDone
Done
0
Introduce accurate, consistent and, where practicable, computerised data collection, analysis and reporting methods for BVPIs and local PIs Housing Needs ManagerApril 2002As aboveDone
Done
0
Carry out comprehensive satisfaction monitoring, analysis and reporting in relation to applications, allocations and nominations processesHousing Needs Manager/ Housing Needs Support OfficerSeptember 2002As aboveFor 2002/03 done as part of Tenancy Management BV review. Survey of new tenants to be carried out each year from 2003/04
September 2003 and annually
0
Introduce systems for monitoring, analysing and reporting take up of customers (of all Housing services) using Language Line Housing Needs Support OfficerApril 2002As aboveTo be included in report to 14/1/03 Executive on equal opportunities monitoring
January 2003
0
Introduce more robust arrangements for monitoring nomination agreements with registered social landlords to ensure Waverley is being offered all the nominations it is entitled toHousing Needs Manager/ Deputy Housing Needs Manager/ Housing Enabling OfficerSeptember 2002As aboveReporting requirements of RSLs regarding lettings under review
January 2003
0
(housing/mwrigh/hsg/best value general/allocsactionplan5progress1)