HOUSING CHOICES

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HOUSING CHOICES
Presentation by Bernadette Smith, Housing
Choices Manager
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About the Service

• Customer facing service
• LA has a statutory duty to those who are homeless
  and those who may be homeless
• We deal with very complex cases and need to work
  in partnership with other Departments and
  Agencies
• Demand driven service
• Demand for housing exceeds supply

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Housing Choices Performance
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LPI/U507Number of acceptances during the month

• Acceptances have reduced significantly.
• They are 33 below the national average.
• To date we have only had 97
• We expect to achieve our target for the year 261

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BVPI 183aAverage length of stay in BB
accommodation

• We try not to use B B if possible
• Lack of availability of hostel accommodation
  impacts on our ability to perform
• There has been considerable staff sickness in the
  team.

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BV 183bAverage length of stay in Hostel
accommodation

• Difficulties experienced
• Significant staff sickness
• Increased workload due to sickness
• Lack of available accommodation due to Decent
  Homes
• Delays in turning round void property for
  re-letting
• Action taken
• Weekly meetings in place with STH
• Proactively reduced waiting time
• Empty flats at Southview Hostel
• Introduced essentials pack to move households on
  more quickly

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BV 213Preventing Homelessness

• Number of households who considered themselves as
  homeless for whom housing advice resolved their
  situation (per 1,000 households in the LA)
• Performance has significantly improved
• Performance improves month on month
• We are on track to reach our target of 2 cases
  per 1,000 households and will probably exceed
  this figure
• Performance is about average if compared
  Nationally. Next year we will set more ambitious
  targets.

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BV 214 Repeat Homelessness

• of statutory homeless cases already accepted by
  the same LA within the last two years
• The figures relate to quarter 2 for 07 and 08 as
  they are only collected quarterly
• Prevention work has meant that the number of
  repeat homeless cases has reduced
• Lower is better

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Mystery Shopping and Exit Survey

• In August 2008 TPAS carried out a mystery
  shopping and exit survey of the Homeless
  Prevention Team.
• TPAS (Tenant Participation and Advisory Service)
  carry out training, consultancy and conferences.
• They are a not for profit organisation

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General Findings

• Telephone calls comply with service standards
• Reception not suitable too small, no privacy
• Website easy to navigate and contains useful
  information
• Response to email enquiry within 24 hours, well
  within the 5 working days standard
• Publicised opening times vary
• Exit survey 18 out of 20 respondents found the
  information received helpful very helpful

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Areas for improvement

• Reception looking at alternative premises
• Although staff helpful, courteous and gave good
  advice there were some inconsistencies a
  programme of training will address this
• Publicised opening times vary this matter has
  now been rectified.
• We have an action plan in place to address all of
  the areas for improvement