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Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 02/04/2002
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
SETTING UP RESOURCES/COSTS
(2002/03)
ANNUAL RESOURCES/COSTS
SAVINGS
STAFF TIME
(Weeks)
COSTS
000
STAFF TIME
(Weeks)COSTS
000000
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 budgets
0
0
000
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 above
3.0
Within existing budgets
000
Develop service aims, objectives and standards in consultation with Tenants’ Panel Assistant Director of Housing/ Housing Needs ManagerSeptember 2002As above
1.0
Within existing budgets
000
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 above
1.0
Within existing budgets
000
Develop and implement monitoring systems in relation to service standards and targetsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As above
1.0
Within existing budgets
000
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standardsAssistant Director of Housing/ Housing Needs ManagerSeptember 2002As above
0.2
Within existing budgets
000
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 budgets
0
0
000
Agree definition of “low demand” first for accommodation for the elderly and later for general needs housingHousing Needs ManagerFebruary 2002As above
0
0
000
Identify/confirm those properties fitting within “low demand” definition, focusing on accommodation for the elderly firstHousing Needs ManagerDecember 2001As above
0
0
000
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
6.0
Within existing budgets
000
Commence implementation of strategy/planHousing Services ManagerFrom April 2002As above
4.0
Within existing budgets
4.0Within existing budgets0
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 budgets
0
0
000
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 above
2.0
Within existing budgets
000
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 above
4.0
As above
000
Reconsider need for/purpose of/process for assessments of applicants for sheltered housingAssistant Director of Housing/ Housing Needs Manager/ Housing Services ManagerJune 2002As above
0.5
As above
000
Review and act on results of ethnic monitoring of applicants/new tenantsHousing Needs ManagerOngoing with annual reports to the Executive CommitteeWithin existing budgets
0
0
1.0Within existing budgets0
Explore with partner RSLs ways of introducing speedier and more flexible nomination arrangements including entering into service level agreementsHousing Needs ManagerDecember 2002As above
2.0
Within existing budgets
0.5As above0
Develop and adopt recording, monitoring and reporting systems for customer complaints that are compatible with Departmental and corporate proceduresHousing Needs ManagerSeptember 2002As above
2.0
As above
1.0As above0
Document policies, procedures and guidelines for all aspects of allocations and nominations service and introduce arrangements for regular reviewHousing Needs ManagerDecember 2002As above
6.0
As above
1.0As above0
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 budgets
6.0
Within existing budgets
000
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 above
2.0
As above
1.0Within existing budgets0
Publish information about the allocations and nominations service provided by the Council in The LinkHousing Needs ManagerSeptember 2002 and ongoingAs above
0
0
0.2As above0
Use Waverley’s website to publish information about the allocations and nominations serviceHousing Needs ManagerDecember 2002 and ongoingWithin existing budgets
0
0
0.5Within existing budgets0
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 above
0
0
0.5As above0
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 budgets
0.5
Within existing budgets
0.5Within existing budgetsNot 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 above
0.2
As above
0.2As aboveAs 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 above
3.0
As above
00As 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 budgets
2.0
Within existing budgets
000
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 above
3.0
As above
000
Substitute any remaining paper-based systems with computerised systems as far as possibleHousing Needs ManagerDecember 2002As above
3.0
As above
000
        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 budgets
0
0
000
Introduce accurate, consistent and, where practicable, computerised data collection, analysis and reporting methods for BVPIs and local PIs Housing Needs ManagerApril 2002As above
1.0
Within existing budgets
000
Carry out comprehensive satisfaction monitoring, analysis and reporting in relation to applications, allocations and nominations processesHousing Needs Manager/ Housing Needs Support OfficerSeptember 2002As above
3.0
As above
1.0Within existing budgets0
Introduce systems for monitoring, analysing and reporting take up of customers (of all Housing services) using Language Line Housing Needs Support OfficerApril 2002As above
0.5
As above
0.5As above0
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 above
2.0
As above
0.5As above0