scottish social housing charter self-assessment of 2015/16 ... · regulator (ipsos mori) review of...

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Scottish Social Housing Charter self-assessment of 2015/16

performance

Outcome

Total

Outcome 1 - Equalities 0 1 0 0 0 1

Outcome 2 - Communication 0 3 0 0 0 3

Outcome 3 - Participation 0 1 0 0 0 1

Outcome 4 – Quality of Housing 0 2 0 0 0 2

Outcome 5 - Repairs, Maintenance 3 2 0 0 0 5

Outcome 6 – Estate management/ASB 0 1 0 0 0 1

Outcome 7,8,9 – Housing Options 0 2 0 0 0 2

Outcome 10 – Access to housing 0 2 0 0 1 3

Outcome 11 – Tenancy sustainment 0 4 2 0 1 7

Outcome 12 – Homeless people 0 5 2 0 0 7

Outcome 13 – Value for Money (rents) 6 4 1 1 0 12

Outcome 13 – Value for Money (voids) 3 3 7 0 0 13

Outcome 14,15 – Rents/service charge 0 1 0 0 0 1

Outcome 16 – Gypsy / Travellers 0 2 2 0 0 4

Overall 12 33 14 1 2 62

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Outcome 01 - Equalities

Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To

Implement proposals in SHR report on use of equalities information

31-Oct-2017

Graham Watters

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Outcome 02 - Communication


Carry out comprehensive Tenant Satisfaction Survey to inform service delivery and improve satisfaction levels

28-Feb-2017

Action on track - two of the five milestones have concluded and the remaining three will be delivered within agreed timescales.

Participate in Scottish Housing Regulator (IPSOS MORI) review of tenant satisfaction methodology

30-Apr-2016

Yes WDC Contribution helped shape delivery of new technical guidance

John Kerr 2

Prepare 2016 Tenant Satisfaction Survey in partnership with tenants

31-Jul-2016

Yes Focus on value for money and involvement in decision making agreed

Carry out required fieldwork compliant with new SHR technical guidance

31-Oct-2016

Yes Fieldwork has been completed and report is currently being developed.

Analysis and Publication of Tenant Satisfaction survey responses

31-Dec-2016

No Results will inform Improvement Actions

Development of Improvement Action Plan and report results to Housing and Communities Committee in February 2017

28-Feb-2017

No

Review and update housing content on WDC website

31-Mar-2017

Jane Mack

Review approach to customer satisfaction and make proposals for improvements

31-Jan-2017

Review methodology and tool used to collect data in conjunction with servcie areas

31-Dec-2016

No

Kathryn Kelly

Make proposals for improvements to apporach to Customer Satisfaction point of servcie surveys

20-Jan-2017

No

Seek HIB approval for review of approach and improvement actions

31-Jan-2017

No

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Outcome 03 - Participation


Refresh tenant participation strategy including new updated action plan

31-Mar-2017

Carry out pre-consultation work - desktop review of best practice, presentation/info session to WDTRO, information on Web and Housing News

11-Nov-2016

Yes Milestone complete

Jane Mack Carry out main consultation and produce draft strategy

23-Dec-2016

No Consultation on-going

Seek feedback on draft and finalise strategy with HMT approval.

31-Dec-2016

No

Paper to February Housing and Communities Committee

01-Feb-2017

No

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Outcome 04 - Quality of housing


Deliver refreshed Housing Asset Management Strategy

28-Feb-2017

Review of Housing Asset Management Strategy

31-Aug-2016

Yes Will report to Housing and Communities Committee in August

John Kerr 2

Refresh of Housing Asset Management Strategy

31-Dec-2016

No Milestone is inclusive of development and consultative processes

New refreshed HAM Strategy submitted to Housing and Communities Committee for approval

28-Feb-2017

No

Carry out the demolition

31-Mar-2017

Establish phased programme of demolition for surplus stock

30-Sep-2016

Yes Jackie Gallen

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programme of surplus stock

Prepare Communication Strategy

30-Sep-2016

Yes

Carry out demolition programme within agreed timescales in 2016/17

31-Mar-2017

No

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Outcome 05 - Repairs, Maintenance and Improvements


Reduce the average number of days to carry-out non-emergency repairs

31-Mar-2017

Action on track This action has 5 milestones, 4 of which have been completed

Review performance on average length of time taken to complete non-emergency repairs

29-Apr-2016

Yes The review on the average length of time taken to complete non-emergency repairs has been completed by responsible officers

Martin Feeney

Carryout a validation of 2015/2016 non-emergency repairs performance with Scottish Housing Network (SHN) Associate and develop improvement recommendations

12-Aug-2016

Yes Building Services Officers and SHN associate reviewed non-emergency repair performance and identified some issues with repairs

categorisation and data reporting and an improvement plan was developed

Develop a corrective action plan and strategy to improve performance on average time taken to complete non-emergency repairs

28-Oct-2016

Yes Corrective strategy agreed and plan to be rolled out to teams.

Review appointment processes to ensure all appointable work is appointed and recorded on systems

28-Oct-2016

Yes Procedures have been reviewed and staff briefed to ensure the maximum number of appointments are

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recorded on systems ahead of new IHMS implementation.

Monitor progress to ensure actions are improving performance

31-Mar-2017

No

Develop planned cyclical maintenance programmes for 2015-16 and onwards

31-Mar-2016

Cyclical maintenance programmes have been developed some of which are statutory requirements, but others like close painting, gutter cleaning etc. are being carried out some in consultation with the WDTRO

Martin Feeney

Develop and implement improvement plan based on recommendations of ARC Validation Report

31-Mar-2017

Action on track This action has 4 milestone of which 3 have been completed

Review appointment process to ensure tenants are provided with an appointment for work all that can be appointed, work is completed as arranged and is accurately recorded on systems

01-Jul-2016

Yes Procedures have been reviewed and staff briefed to ensure the maximum number of appointments are recorded on systems ahead of new IHMS implementation

Martin Feeney

Develop an improvement plan based on the recommendations of ARC validation report

29-Jul-2016

Yes Improvement plan developed and rolled out to teams

Review procedures on average length of time taken to complete non-emergency repairs ensuring only legitimate repairs are included in the category and all discounts days are applied

26-Aug-2016

Yes Teams briefed on new processes and data at year end will be extrapolated from systems to ensure accurate performance is being reported for full year

Continue to review performance on all ARC

indicators ensuring all

31-Mar-2017

No

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recommendations are fully reflected in reported performance

Develop and implement improvement plan based on Customer Satisfaction survey of Building Services

31-Mar-2017

Action complete Actions in the improvement plan are being implemented addressing poor areas

of performance as identified by housing tenants in the customer satisfaction survey completed early 2016; these will take time to imbed and may not be evident in ongoing customer satisfaction surveys as these are already reasonably good. The next extensive customer satisfaction survey is due to be completed in early 2019 (every 3 years) when the full understanding of improvements will be evident.

Review final report and identify improvements

29-Apr-2016

Yes

Martin Feeney

Establish short term workgroup to discuss and agree areas for improvement

27-May-2016

Yes

Rollout improvement plan across service

30-Sep-2016

Yes

Review and update repairs policy / categories (take into account complex repairs referred to in Charter)

31-Mar-2016

Martin Feeney

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Outcome 06 - Estate Management, Anti Social Behaviour, Neighbour Nuisance and Tenancy Disputes

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Improve rates of Customer Satisfaction with Anti-social Behaviour Service

31-Mar-2017

Ensure there is clarity with all aspects of investigation from start to finish and our customers are fully aware of our legal route and position at all times

01-Aug-2016

Yes

Scott McLelland

Increase availability for face to face interviews with

complainants and supportive measure to these complaints

01-Aug-2016

Yes

Increase joint interview practise with Police Scotland to perpetrators for quick intervention measures and collective approach to tackling ASB and update customer on outcome of this via letter

01-Jan-2017

No Ongoing – Meeting has been arranged with both Police Scotland and ASIST for 20/12/2016 – on target.

In house Training to be planned and commence date September 2016

28-Feb-2017

No Co-ordinator for ASB will deliver training on a number of service practise changes February 2017

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Outcome 07, 08 & 09 - Housing Options


Develop and implement a robust Housing Options Framework

31-Mar-2017

Action will commence on completion of the Housing Service restructure. The Homelessness and Homelessness Prevention Co-ordinator will lead in terms of development

HMT approval for the delivery of Housing Options Framework

30-Jun-2016

Yes Scoping papers presented and agreed by HMT

John Kerr 2

Housing Services Workshop to be held to assist in the development of a Housing Options Framework

31-Dec-2016

No Action being progressed through Homelessness workstream

Delivery of Housing Options Framework

31-Mar-2017

No Additional Milestones will be added after delivery plan has been agreed

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Increase the use private sector lets as a sustainable outcome for homeless households

31-Mar-2017

Discussions have taken place as to how we can maximise the use of the private rented sector. The Rent Deposit/ Guarantee scheme will be promoted at the next Private Landlords Forum on 28 January. However, the restrictions on Housing Benefit entitlements further restrict the affordability of this option

Review and update the Rent Deposit Scheme leaflet, highlighting eligibility, benefits of scheme and the private sector as an outcome

31-Dec-2016

No

Joanne Martin

Develop and implement processes whereby information about available

properties can be assessed easily.

20-Jan-2017

No

Promote Rent Deposit Scheme to customers where this is identified as potential sustainable option

31-Jan-2017

No Plan to introduce a first contact letter to advise customers of turnover / demand in preferred areas and to highlight Rent Deposit Scheme as an option.

Promote Homeless Service and Rent Deposit Scheme at landlord forum with aim of increasing landlords to take part in Rent Deposit Scheme and market their properties

31-Mar-2017

No

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Outcome 10 - Access to Housing


Review and update Housing Allocations Policy

01-Nov-2017

Detailed timeline for this action has been produced.

Carry out pre consultation work

30-Nov-2016

Yes Milestone complete

Kathryn Kelly

Produce draft policy for wider consultation

30-Jun-2017

No In progress - staff working group meeting regularly and draft policy being developed. Feedback from initial survey of tenants, staff and key stakeholders will then

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feed into draft. Regular updates being provided to Housing Improvement Board.

Carry out main consultation and HMT approval

30-Sep-2017

No

Report to November 2017 Housing and Communities Committee seeking approval for new Allocations Policy

01-Nov-2017

No

We will improve the information we provide in relation to annual letting activity in order to increase awareness of accessible housing stock

31-Mar-2016

Myra Feeney

Develop and implement process to direct transfer applicants to Homeswapper / mutual exchange

31-Dec-2016

Myra Feeney

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Outcome 11 - Tenancy sustainment


Increase tenancy sustainment performance in 2016/17 set against end of year 2015/16 baseline figure

31-Mar-2017

Andy Cameron

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Reduce the number of terminations received in 2016/17 for non-positive reasons set against end of year 2015/16 baseline figure

31-Mar-2017

Andy Cameron

Reduce number of abandoned houses in 2016/17 set against year-end 2015/16 baseline figure

31-Mar-2017

--review first abandonemt notice procedure at syustainment working group

09-Nov-2016

Yes

Andy Cameron

roll out new process for first abandonment notice to all staff

21-Nov-2016

Yes

--New Milestone-- No

Develop additional pre tenancy initiatives aimed at improving tenancy sustainability

31-Mar-2017

review new tenant form 30-Nov-2016

No

Myra Feeney

--consult staff and implement new process

31-Jan-2017

No

develop processes with homeless to have a handover from temp to new tenant

20-Feb-2017

No

Review New Tenant Visit process

31-Mar-2017

No

Develop referral processes to HSCP to support tenants at risk of failing in their tenancy

31-Mar-2017

--GIRFEC training for all Housing Officers

17-Mar-2016

Yes

Myra Feeney

--arrange staff awareness training on vulnerable adults to be delivered by HSCP staff

18-Oct-2016

Yes

--detailed awareness training on vulnerable adults for team leaders to be delivered by HSCP 2 sessions 10th Jan and 14th March

14-Mar-2017

No


Develop and implement outcome

31-Mar-2017

-meet with WDC scrutiny panel to brief them on NTV

09-Dec-2016

No Myra Feeney

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based method of recording new tenant and annual visits

process and proposed changes

--Develop new form for NTV and incorporate annual visit questions

14-Dec-2016

No

--consult with staff to roll out new process

28-Dec-2016

No

--Roll out new form and process to all staff

18-Jan-2017

No

--roll out new process 31-Jan-

2017 No

--review process 31-Mar-

2017 No


Review and update abandonment procedure

31-Mar-2017

make suitable changes to process to ensure all investigations have been rigorously ehhausted and rollout to staff

21-Nov-2016

No

Myra Feeney

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Outcome 12 - Homeless People


Review and refresh West Dunbartonshire Homelessness Strategy

28-Feb-2017

H&E/2016/HDH/07 Identification of Homelessness as a key theme within LHS

30-Jun-2016

Yes Homelessness confirmed as key theme within new LHS

John Kerr 2

Review of current Homelessness Strategy which covers period 2013-2016

30-Sep-2016

Yes Current Homelessness Strategy has been reviewed and actions identified that will be carried forward as part of refreshed strategy.

Consultative Draft produced and completion of consultative

31-Dec-2016

No Consultative period will last for an 8 week

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period period - Operational Team Leaders will facilitate staff feedback.

Delivery of new Homelessness Strategy (Committee approval)

31-Jan-2017

No To be submitted to the Housing and Communities Committee in February

2017

Carry out detailed analysis and develop and implement interventions aimed at reducing level of repeat homelessness

31-Dec-2016

Action on track. Targetted approach and strengthening of management arrangements and operation processes has had an early positive impact and resulted in an drop in the repeat homelessness rate from 10.5% in Q1 to 6.3% in Q2 (a reduction of 40%). 6 of the 11 milestones

relating to this action have been implemented and the remaining 5 will be completed within timescales with the aim of ensuring sustained improvement.

Service area workshop held to inform development and service planning

31-May-2016

Yes Workshop session led by Homelessness team held in early May.

John Kerr 2

Review Risk Assessment and Risk Management Plans to ensure that repeats are flagged up, exploration with client reasons for repeats, actions to avoid future repeats.

31-Aug-2016

Yes Milestone complete. Risk assessment and management plans have been reviewed and staff have the reviewed documents. Workstream group has implemented a number of performance improvement actions.

Review analysis of repeat homelessness for 2014-15 and 2015-16, including those households housed in permanent accommodation, write up findings and review actions

30-Sep-2016

Yes Action completed

Review processes to keep risk group cases open where there is loss of contact (e.g. prison, domestic abuse etc), case workers who dealt with client on first presentation pick up repeat cases to ensure consistency.

30-Sep-2016

Yes Milestone implemented - will result in improvements in service delivery

Identify good performing LAs

using benchmarking

31-Oct-

2016

Yes Good practice

identified, proposals

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information and identify any good practice that can be adopted in relation to reducing repeat applications.

made and implemented. This includes more in depth checks prior to closing cases due to loss of contact and more awareness of repeat applications as households present for assistance to ensure previous outcome is discussed and lessons learned in terms of the sustainability of this outcome.

Audit following processes following recent review 1) process to keep risk group cases open, 2) process relating to risk assessment and risk management plan.

30-Nov-2016

Yes Action complete

Ensure completion of actions identified from staff workshop.

30-Nov-2016

Yes All actions now incorporated within milestones

Ensure repeat cases are highlighted to support projects and explore closer working arrangements to spot early warning signs and avoid future repeats

30-Nov-2016

Yes Information now included in referral and risk assessment.

Concept of Sanctuary housing agreed as beneficial. KS & LP to identify 2 properties and this will be costed prior to agreeing client group this will be trialled with.

31-Dec-2016

No

Delivery of Action Plan 31-Dec-

2016 No Action Plan attached

ensuring clear and achievable timeframes

Identification of resources to 31-Dec- Yes Sanctuary and Housing

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deliver new models of service provision

2016 First models in development. This has been completed and addressed as part of new Homelessness Strategy.

Identify and resolve weaknesses in relation to reporting the provision of temporary accommodation

31-May-2016

Action completed - Analysis identified

areas for improvement which were introduced at once, this has had a positive impact on customer service and the provision of temporary accommodation to the most vulnerable members of our communities.

Detailed analysis carried out on homelessness decisions

30-Apr-2016

Yes Analysis completed and changes to

recording implemented immediately resulting in positive results

John Kerr 2

Implementation of new system

30-May-2016

Yes Service changes all implemented across both homelessness area teams

New ways of working introduced

31-May-2016

Yes Following analysis improvements to service delivery were introduced

Increase % of cases being assessed within 28 day target

31-Mar-2017

Reports on Repeats and Cases over 28 days will be provided by KS & LP prior to quarterly performance meeting.

advise caseworkers that quarterly report of cases over 28 days will be discussed at quarterly performance meeting

Yes

Joanne Martin

produce a quarterly report for own service area and include reason for 28 target not being met

Yes

relevant improvement actions identified and caseworkers advised to implement. These actions to be included in report discussed at quarterly performance meeting

Yes

Develop temporary accommodation quality standard

31-Mar-2017

Develop and initiate programme to carry out repairs / works to homeless units in poorest condition.

30-Sep-2016

Yes programme developed and will be on-going to ensure condition of units meet minimum standards required

Jennifer MacMahon

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Review existing standards to ensure that they meet new legislative and good practice guidance

31-Oct-2016

Yes Milestone complete - standards reviewed and will be publicised via website and in all temporary accommodation.

Review customer feedback relating to quality of

temporary accommodation

30-Nov-2016

Yes Milestone complete - refusals of temp have

been analysed and this will be considered alongside refresh of modelling exercise. Additional opportunities for customer feedback have been added survey question regarding quality of accommodation.

Carry out consultation with operational management on new draft standards based on draft standards and customer feedback

31-Dec-2016

Yes Milestone complete - this fed into new standards.

Carry out a costing exercise to implement new temporary accommodation standards

31-Mar-2017

No

Put in place one year contracts for Residential Housing Support Provision

31-Mar-2017

Committee Paper seeking approval for direct award for residential housing support agreed on 3rd August.

Meet with blue triangle and action for children to discuss interim SLA

31-Oct-2014

Yes

Joanne Martin

Development of Tender Strategy Document, Terms and Conditions and Service Specification

31-Jan-2017

No All documents currently in draft form – joint working with Legal Services and Procurement.

Sign off yearly contracts with Residential Housing Support Providers

31-Mar-2017

No

Increase the use private sector lets

31-Mar-2017

Discussions have taken place as to how

Review and update the Rent Deposit Scheme leaflet,

31-Dec-2016

No Joanne Martin

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as a sustainable outcome for homeless households

we can maximise the use of the private rented sector. The Rent Deposit/ Guarantee scheme will be promoted at the next Private Landlords Forum on 28 January. However, the restrictions on Housing Benefit entitlements further restrict the affordability of this option

highlighting eligibility, benefits of scheme and the private sector as an outcome

Develop and implement processes whereby information about available properties can be assessed easily.

20-Jan-2017

No

Promote Rent Deposit Scheme to customers where this is identified as potential sustainable option

31-Jan-2017

No Plan to introduce a first contact letter to advise customers of turnover / demand in preferred areas and to highlight Rent Deposit Scheme as an option.

Promote Homeless Service and Rent Deposit Scheme at landlord forum with aim of increasing landlords to take part in Rent Deposit Scheme and market their properties

31-Mar-2017

No

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Outcome 13 - Value for Money

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Rent Collection work-stream


Implement Rent Collection Action Plan and improve performance around rent arrears

31-Mar-2017

On track. Commence work stream for Rent Collection and produce refreshed rent collection action plan with agreed performance targets

31-Jul-2016

Yes Terms of reference for work-stream have been agreed, working group has met and refreshed action plan has been developed.

Andy Cameron

Agree process to monitor the 31-Aug- Yes Implementation of

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implementation of Rent Collection action plan / work-stream.

2016 action plan / work-stream will be monitored monthly at the Housing Improvement Board.

Implement agreed action plan and add additional actions as appropriate

31-Mar-2017

No

Set and monitor local geographical targets for rent collection

31-Aug-2016

All CDO have local targets and additional targets set via Wards. If targets are achieved then overall WDC target will be achieved.

Monitor rent collection performance by officer patch against agreed targets

31-Aug-2016

Yes

Andy Cameron; Ryan Chalmers

Report rent collection performance by geographical area at monthly performance meetings of geographical housing teams

31-Aug-2016

Yes

Set local geographical targets for rent collection by officer patch in conjunction with colleagues in Finance

31-Aug-2016

Yes

Engage One Stop Shop and Customer Contact staff in "Rent First" Strategy

31-Oct-2016

Brief Contact Centre staff on Rent Campaign and key messages so that appropriate advice is provided and

signposting to CDO / HO is carried out at earliest opportunity.

31-Oct-2016

Yes Met with Stephen Daly and agreed actions required at stage 1 of

implementation for OSS and Contact Centre would be limited. Having completed local ward 5 analysis agreed that engagement would be an initial focus by finance and housing staff taking actions in the first instance. Agreed staff brief not required at this stage of campaign.

Andy Cameron

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Engage Communities Staff in Rent First objectives

31-Oct-2016

Brief Communities staff on Rent Campaign and key messages so that appropriate advice is provided and signposting to CDO / HO is carried out at earliest opportunity.

31-Oct-2016

No

Andy Cameron

Introduce the use

of "Intention to Pay" proforma ahead of new tenant visit

31-Jul-2016

This was introduced in

July as planned.

Ryan Chalmers

Undertake Cost/Benefit analysis in relation to recovery activity

(WDC v Sheriff Officers) and prepare report with recommendations for HIB

31-Mar-2017

discussions with debt partner around cost/benefit analysis required

31-Aug-2016

Yes

Andy Cameron; Ryan Chalmers

cost/benefit analysis carried out

31-Oct-2016

Yes

recomendations forwarded based on cost/benefit analysis

01-Feb-2017

No

Implement Rent Collection campaign by Ward: Initial phase to be concluded by 31 March 2017

31-Mar-2017

Agree process to carry-out evaluation of impact of campaign (length of time to measure impact, arrears

before and after, referrals to W4U).

30-Sep-2016

Yes Process agreed to monitor impact of campaign - number of cases, number of

repayment arrangements and level of arrears will be recorded prior campaign starting, then a month after campaign rolled out in each patch and then 3 months after end of campaign.

Andy Cameron

Roll out Rent Collection campaign in Ward 5 : Clydebank Central

01-Nov-2016

Yes campaign rolled out in Ward 5

Roll out Rent Collection campaign in Ward 6 : Clydebank Waterfront

01-Dec-2016

No

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Roll out Rent Collection campaign in Ward 3 : Dumbarton

01-Jan-2017

No

Roll out Rent Collection campaign in Ward 2 : Leven

01-Feb-2017

No

Roll out Rent Collection campaign in Ward 1 : Lomond

01-Mar-2017

No

Roll out Rent Collection campaign in Ward 4 : Kilpatrick

31-Mar-2017

No

Review debt recovery processes to ensure maximum efficiencies

31-Dec-2016

review working practices of teams

30-Jun-2016

Yes

Ryan Chalmers

Streamline processes 30-Jul-

2016 Yes

Carry-out debty analysis 31-Jul-

2016 Yes

Implement changes following analysis

30-Aug-2016

Yes

Introduce targets for staff, including monitoring/feedback

31-Aug-2016

Yes

Consider new technologies 31-Dec-

2016 Yes

Engage W4U staff in "Rent First" Strategy

31-Oct-2016

Brief W4U staff on Rent Campaign and key messages so that appropriate advice is provided and signposting to CDO / HO is carried out at earliest opportunity.

Yes Milestone was reviewed to focus on HO and Finance staff tackling ward 5 in the first instance with referrals to W4U where required. This was considered in retrospect to be best approach to ensure best use of available resources.

Andy Cameron

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Produce a committee report on the progress of improving rent collection

30-Nov-2016

Report submitted to the Housing and Communities November 2016

Andy Cameron

Initiate a publicity campaign that supports / advocates rent payment

31-Dec-2016

Action on track - Initial meeting held with Corporate

Communications on 14th January 2016 developing proposals

Produce initial draft campaign for discussion and feedback at HIB meeting on 28 June

2016

28-Jun-2016

Yes initial draft produced and feedback provided verbally at HIB

meeting and via email the following week.

Andy Cameron

Incorporate feedback from HIB into 2nd draft for discussion and feedback Rent Collection work-stream meeting on 21 July 2016

21-Jul-2016

Yes

Incorporate feedback from Rent Collection work-stream meeting into final draft.

28-Jul-2016

Yes campaign finalised - will include local emphasis based on analysis of issues in each Ward (e.g. low take-up of benefit)

Launch publicity campaign across all agreed media formats and will local elements by Ward

31-Dec-2016

No This action is delayed: Draft materials passed through WDTRO for comment on 22/11/16. For discussion at HIB 28/11/16.

Improve rent collection performance

31-Mar-2017

Review of the Rent Arrears process in conjunction with Housing management staff has been completed – report to November 2016 Housing and Communities Committee;; Debt Management system upgrade underway

Review sign up procedure in conjunction with Housing

30-Jun-2016

Yes Sign up process was delayed due to restructure within Corporate Debt and Housing.

Ryan Chalmers

Upgrade CARs system to enable reason for arrears to be recorded to allow future analysis.

30-Sep-2016

Yes Upgrade on target for end of September.

Develop online benefit forms with integration into iworld to

31-Oct-2016

Yes Milestone on target

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and SMS upgrade planned in October 2016.

ensure housing costs are covered at the earliest

Attend HPIB and implement any actions

31-Mar-2017

No

Maximise use of Discretionary Housing Payments

31-Mar-2017

Yes

Maximise write off former tenant debt

31-Mar-2017

No

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Void Management work-stream


Improve performance around void houses, set against 2015/16 end of year baseline figure

31-Mar-2017

Identify local programmes and allocate spend to reduce

void numbers and void rent loss

31-Mar-2017

No

Andy Cameron

Identify local programmes and to reduce re-let times and subsequently to reduce void rent loss.

31-Mar-2017

No

Undertake analysis of work related activity charged to the void revenue and void capital budgets and review process for future charging

31-Mar-2017

Arrange meeting with Strategic Lead, Business Partners from Corporate Finance and service managers to explore and understand current process of charging for void works in relation to capital and revenue expenditure- review coding methods being used.

31-Oct-2016

No Service Manager and Co-ordinator responsible for Void work-stream have had initial meeting to better understand current process - review of coding methods currently under review.

Andy Cameron

Develop proposals to imporve process of charging for void works in relation to capital and revenue expenditure - aim to have improved client / contractor liaison and

30-Nov-2016

No

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increase landlord responsibility.

Take forward implementation of proposals and ensure impact of improved process is factored into budget setting process.

31-Dec-2016

No

Research different models of introducing the provision of furniture packs for new tenants and make proposals for West Dunbartonshire

31-Mar-2017

Contact other local authorities to better understand models in operation across the sector

30-Nov-2016

No

David Lynch

Develop proposals to introduce the provision of furniture packs for new tenants.

31-Dec-2016

No

Implement proposals to provide furniture packs for new tenants

31-Mar-2017

No

Explore issue of providing vouchers for new tenants to assist with decorating

31-Mar-2017

Discussed at Void Business Stream Meeting. Will examine CBA on value against void budget.

Arrange meeting with representative from local suppliers to advise on voucher schemes

20-Oct-2016

Yes

David Lynch

Meeting held with B&Q Manager for national sales on 20/10/2016.

20-Oct-2016

Yes further analysis and comparisons to be made against exisitng process for redecoration. Once analysis is provided, full report will be provided for HIB.

Analyse current process of decoration at Void Stage

31-Oct-2016

No Consider if every void house requires decoration to ensure re-letting. This is to be tied in with a report generated by SB on painter work and voids. To be reviewed as part of relet standard which is

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due March 2017.

Prepare outcome paper for HIB of Feb 2017

22-Nov-2016

No DL to prepare a paper on CBA when info is received from DLO (to be clarified with SB)

further analysis and comparisons to be made against exisitng process for redecoration. Once analysis is provided, full report will be provided for HIB

31-Mar-2017

No


Reduce re-let time - review staff roles across lettings process to ensure processes are fit for purpose and being managed effectively

31-Dec-2016

Highlight the importance of Void House Meetings and monitor that these are taking place.

09-Sep-2016

Yes email to from Housing Operations Manager to key staff highlighting that this is a priority area of work and outlining increased role and scope of meetings. If key staff attending meetings are not available then alternative officers should attend as opposed to meetings being cancelled. David Lynch

Introduce additional performance measures to help drive improvements.

09-Sep-2016

Yes following discussions, the % of properties being returned within target will be key focus (alongside the average re-let time). Indicator has been added to work-stream scorecard and will form part of wider work-stream dashborad being monitored by HIB.

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Strengthen role and scope of weekly Void House Meetings which take place on a Wednesday

09-Sep-2016

Yes Agreed at Void Work-stream meeting on 8 September that meetings will focus on all empty properties and all stages of key monitoring process to ensure actions are being taken and that targets are being met. Focus of meeting will include decants.

Have discussions with Building Services around existing role of HO and MO in void process - explore whether HO can play more of a role in relation to carrying out initial visual inspection and instrucing works.

30-Sep-2016

Yes Andy Cameron and Martin Feeney met ON 5/9/16 to agree change to technical/ non technical and visual aspects of the process. Agreed this approach will inform the restructure/ generic housing officer role.

Introduce Voids Briefing for

staff (Housing and Building Services) to highlight performance, the importance of issue and to encourage ideas for improvement

30-Nov-

2016

No

Review activity and current discount periods being applied during void house process

30-Nov-2016

No Void Officer has provided information regarding current discounting activity and will provide assessment of impact in terms of performance of making appropriate changes. Co-ordinator

to assess findings and implement any relevant changes to

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current practice

Review key monitoring process and consider introducing targets in more stages of process and how these should be monitored

30-Nov-2016

No Void Officer has reviewed overall timescales for re-let activity and drafted initial proposals / targets for stages where appropriate.

Process should also ensure stages where keys are with contractors or Consultancy Services are also monitored and timescales discussed at Void House Meetings. Process to be discussed and signed off at Void work-stream meeting and then implemented.

Agreement reached that further sub-group meetings

on specific topics are convened and reports made back to the Void Business Group. Decants, PTV's, Timescales, Local Void monitoring,

30-Dec-2016

No In order to make actual achievements,

it was recognised that smaller dedicated work groups could focus more clearly on topics and produce results.

Reduce re-let time - take action aimed at reducing time taken to carry out OT assessments for void properties

31-Dec-2016

Meeting to be held 8th November 2016 to discuss proposed target timescales for OT assessments and follow-up meeting with OT to seek agreement for these proposals.

Deliver additional resource to focus on OT assessments for WDC properties and embed close, effective working relationship with key housing staff.

31-Aug-2016

Yes additional staff member now in post and will focus on WDC properties

David Lynch

Agree target timescales for OT assessment to be carried out and introduce process to monitor this.

30-Sep-2016

Yes following discussion, 5 day target agreed for OT assessment to be carried out and feedback provided to

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housing and 10 day target when additional feasibility study is required. Process put in place by Void Officer to monitor and report on this.

Review void process to

ensure that OT assessments can be carried out at earliest opportunity (include consideration if this can be done at pre-void stage).

30-Sep-

2016

Yes OT has looked at

carrying out assessment at pre-void stage but feedback suggests that this is not practical and that best time to carry out assessment is when keys have came back (will mostly be when keys with repairs and process will be written to reflect this).

Review offer process for properties being allocated which requires an OT

assessment to be carried out.

31-Oct-2016

Yes Aim of this is to reduce the scope for properties being

available with no applicant being identified by OT as being suitable. Agreed that property will still be allocated to top of list but that details of top 3 applicants with medical needs will be provided, so that if not suitable for applicant at top, suitability for next applicant can be assessed at the same time.

Develop and implement process to monitor and report

31-Dec-2016

No

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on performance of OT in terms of achieving agreed timescales / targets.

Review existing 15 day target in place with Building Services to "inspect and repair" empty homes (BRS part of void process)

31-Dec-2016

Have discussions with Building Services around process, options and any possible costs for reducing existing 15 days target

30-Sep-2016

No Initial meeting has taken place between Housing Operations Manager and Building Services Manager to

discuss initial thoughts, further meeting to be arranged.

David Lynch

Produce options / proposals based on cost / benefit analysis of impact of reducing 15 day target (any additional costs v savings accrued from reduced re-let times)

31-Oct-2016

No

HMT / HIB discussion and decision around options for reducing 15 day target and if this would provide Value for Money

30-Nov-2016

No

Explore whether "key safe" process can be used more widely in void process and deliver reduced re-let times

28-Oct-2016

Introduce wider use of "key safe" if supported by cost/benefit analysis

30-Sep-2016

Yes

David Lynch

Carry-out cost/benefit analysis (reduction in re-let times v cost to introduce) of wider use of "key safe"

28-Oct-2016

Yes

Introduce mechanism to measure, monitor and report on total re-let times / void rent loss (including discounted periods)

25-Nov-2016

Hold meeting to cross reference relet times across the authority and identified anomalies.

28-Oct-2016

Yes

David Lynch

Include monitoring of total void rent loss (without discoiunts being applied)

31-Oct-2016

Yes this is reported quarterly to HIB as part of wider Performance Management Framework.

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Add measure of total re-let times (which include discounted period) to void work-stream for information and to highlight improvements required.

25-Nov-2016

Yes this will be included as part of work-stream monitoring

Distribute key findings from meeting and implement any

changes recommended

25-Nov-2016

Yes Email outlining key findings sent on

16/11/16 and changes outlined to key staff.

Introduce concept of "Repeat Void" and carry-out analysis of original let, void spend and reason for failure

31-Dec-2016

Ensure processes are in place to react to termination notices with aim of supporting tenant to remain in their home (where this is preference)

30-Nov-2016

No

David Lynch

Identify properties that become void within 12 months of being let and analyse reasons and make proposals for improvement.

31-Dec-2016

No

Review process around Pre-Termination Visit and void re-charges

30-Nov-2016

1. Review and update process to ensure PTV is priority work for HO and that target for early intervention/visit is agreed

30-Sep-2016

Yes

David Lynch

2. Include within reviewed PTV process the initial aim / process of providing support to tenant to remain in home if this possible and prevent property becoming void

30-Sep-2016

Yes

3. Include within reviewed PTV process the requirement to identify required works, to reduce / prevent rechargeable repairs, address outstanding arrears and ability to suspend offer if

appropriate

30-Nov-2016

Yes

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4. Include within the reviewed PTV process, a mechanism to allocate property if termination is going ahead

30-Nov-2016

Yes

5. Co-ordinator to sign-off reviewed and updated PTV process and ensure process is

recorded and monitored appropiately

30-Nov-2016

Yes Completed 12/12/2016. To be implemented following

briefings in January 2017.

Carry-out cost benchmarking around void process to inform

VfM discussions and help develop proposals

31-Dec-2016

Carry out benchmark around average cost per property

30-Nov-2016

Yes

Stefan Kristmanns

Carry out benchmark around cost of void safety check

30-Nov-2016

Yes

provide feedback about costs around void process (safety check and average spend) to work-stream meeting to inform VfM discussion and inform any potental actions

31-Dec-2016

No

Review operation of void re-let standard and explore alternative options to achieve reduced re-let times and increased customer satisfaction

31-Mar-2017

Explore rationale for carrying out capital works during void process (cost/benefit analysis v impact on customer

satisfaction)

30-Nov-2016

No

David Lynch

Carry-out consultation with tenants around any proposals being made in relation to re-let standard

31-Dec-2016

No

Explore having an option of agreeing works required to achieve re-let on a case by case basis as opposed to minimum re-let standard always being delivered at void period

31-Dec-2016

No

Make proposals to HIB in terms of Re-let Standard based on consultation with

31-Jan-2017

No

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tenants

Implement new Re-let Standard and agree process to assess impact on Re-let times and satisfaction levels.

31-Mar-2017

No

Icon Name

Outcome 14, 15 - Rents and Service Charges


Ensure compliance with HRA Guidance

31-Mar-2017

Self-assessment exercise completed in partnership with tenants

31-May-2016

Yes Development Day carried out with Scottish Housing Network involved tenants, officers and elected members

John Kerr 2

Establishment of Working Group (JOINT RENT GROUP)

30-Jun-2016

Yes Group has been established and will take this key work-stream forward involves elected members, tenants, housing and finance officers

Work-plan to be developed based on the self-assessment

30-Jun-2016

Yes Work-plan agreed from Discovery Day session

Review to be undertaken on completion of rent consultation

31-Mar-2017

No

Icon Name

Outcome 16 - Gypsies / Travellers


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Produce a revised tenant handbook for residents of the gypsy traveller site

31-Mar-2017

Jane Mack

Update occupancy agreement for gypsy/travellers to ensure it reflects

SG guidance on core rights and responsibilities

31-Mar-2017

Provide clarity around allocation process for bays in gypsy/traveller site at Dennystoun Forge

31-Mar-2017

Andy Cameron

Better meet the accommodation needs of Gypsy / Travellers in West Dunbartonshire

31-Mar-2017

Action on track - although due to the national dialogue at Government level the site standard milestone has been revised and will be implemented with 15/16 as part of the national agenda

Key performance indicators to be agreed to measure performance against indicator and fed back to Equality and Diversity Working Group in September 2013.

30-Apr-2014

Yes Further discussion is required to identify relevant and meaningful key performance indicators. It has now been agreed that we will use the Scottish Social Housing Charter Satisfaction Customer Indicator to measure performance

John Kerr 2

Agree actions that can be taken in 2013/14 that will contribute to delivery of Equality Outcome 8. Information to be fed back to Equality and Diversity Working Group in September 2013 and added as milestones to Covalent.

31-Aug-2014

Yes Discussions have taken place with the site residents at Dennystown Forge as to how we can better meet the accommodation needs of the Gypsy/ Traveller community. Consultancy Services are providing detailed plans and costs to

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deliver a programme of site improvements. New kitchens and bathrooms have been installed in 2013/14. Review of service provision for Gypsy / Travellers is included in the review of the Homeless Service.

Review service provision to Gypsy / Travellers in West Dunbartonshire

30-Nov-2014

Yes Service provision for Gypsy/ Travellers was included in the review of the Homelessness Service brought to Committee in August 2014

Identify key liaison officers to be key contacts for residents of site in both operational and strategic matters.

31-Mar-2015

Yes Key Officers have been identified - key contact from a Strategic point of view will be the Tenant Participation Officer and from an Operational

perspective the key contact will be the Compliance Development Officer when new structure is fully implemented (in meantime key contacts will continue to be Janice Lockhart and John Falconer). Further discussion required as part of the further review of the Homelessness service

Transfer Gypsy / Traveller site into the Housing Revenue Account

31-Mar-2015

Yes Complete.

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Upon transfer of site to HRA, identify and deliver improvement programme via Housing Capital Investment Programme

31-Mar-2015

Yes Budget has been identified. Consultancy Services are in the process of developing detailed plans to deliver a site upgrade programme over the next 2 financial years

Conclude the transfer of the site from General Services to the HRA

30-Apr-2015

Yes

Fully consult all the established site residents on the proposed site improvements

30-Jun-2015

Yes Capital Improvement work is scheduled to start Feb/ March 2016. The site residents have been fully engaged in the consultation process.

Develop procedures for Housing’s role in the management of unauthorized encampments

31-Mar-2016

No This will be now taken forward as part of the further review of the service area

Establish an agreed site standard in conjunction with residents.

31-Mar-2016

No Initial discussions have taken place with site residents - SG working group looking at national standards. Due to the national dialogue at Government level the site standard milestone has been revised and will be implemented with 16/17 as part of the national agenda.

Improvement programme underway

31-Mar-2016

Yes Milestone complete site residents were fully engaged in the consultation process.

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Review tenancy agreement in consultation with residents of Gypsy / Traveller site

31-Mar-2017

No Initial discussions have taken place in relation to the proposed review of the tenancy agreement. It has now been agreed that the occupancy agreement in place should be updated to ensure that it reflects Scottish Government guidance on core rights and responsibilities. This has been created as a separate action as part of the Charter self-assessment and will be progressed by March 2017.

scottish social housing charter self-assessment of 2015/16 ... · regulator (ipsos mori) review of...

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