glasgow housing association better homes, better lives our approach to tenancy sustainment and...
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Glasgow Housing Associationwww.gha.org.uk
Better homes, better lives
Our approach to tenancy sustainment and prevention of Homelessness
15th June 2010
Housing Support and Accommodation / Catherine Wilkie
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2Better homes, better lives
GHA context
•GHA established 2003, following stock transfer from Glasgow City Council
•High rents - insufficient investment
•Unmodernised stock – poor condition
•High turnover and poor tenancy sustainment rate
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3Better homes, better lives
Tenancy sustainment – key problems 2006
Heriot-Watt research jointly commissioned by us and Glasgow City Council found:
• High turnover – particularly in ‘non-core’ stock (programmed for eventual demolition)
• Glasgow - high levels of homelessness and high repeat homelessness rates
• High early termination rates
• High cost of early termination – £1,300 per void for repairs, security and rent loss– Staff resources – GHA and GCC– Cost to individuals
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4Better homes, better lives
Tenancy sustainment research
Who is most at risk of early termination?
Both homeless and waiting list applicants had similar high early termination rates (25%)
•Under 25’s have very high risk of early termination– but relatively few are housed
•Profile of most common ‘early terminators’ – male,
– aged 25-45,
– single person,
– with community care needs,
– living in multi-storey or tenement flat
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5Better homes, better lives
Risk Factors
Property
• Lack of choice• Poor property condition• Anti-Social Behaviour/crime• Lack of furniture
Personal
• Sorting out HB• Debt problems• Feeling isolated - lack of support• Lack of joined up working
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6Better homes, better lives
Tenancy Sustainment Strategy
GHA developed Tenancy Sustainment Strategy in 2006, based on research and a series of joint training events
• Tenancy sustainment Key Performance Measure.• Developing GHA homechoice (choice-based letting,
pilot in West area)• New Letting Standard for voids• Starter Packs and Fab pad projects• Employability schemes• Support for credit unions• Energywise projects/employment of energy advisors• Resource Directory for staff• New Neighbour Relations Manual
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7Better homes, better lives
Homeless prevention strategy
•First RSL to develop a homeless prevention strategy – Dec 2008
•Training for staff through National Housing Information and Advice Standards (Homepoint) & CIH level 2 certificate of housing
•Focus on early intervention for customers experiencing problems
•Developing SMART technology around vulnerable groups; domestic abuse, harassment, fire and anti-social behaviour
•Supporting tenants to get a house, employment, training and education
•Improving assessment of need and appropriate allocations – pilot of Homechoice
•Development of personal housing plans and risk based sign-up process
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8Better homes, better lives
Our redesign…some guiding principles
•Put the customer at the heart of everything we do
•Consistent excellent service provision - learning from the best
•Design our business responses via the application of system thinking (what the customer wants, not more, not less)
•Value for money - reducing waste by designing out failure and creating capacity to do good things
•Designing “one and done” service provision
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9Better homes, better lives
Our redesign principles …Common System, Common Sense
Design IN value, design OUT failure
Switch emphasis to front end and away from legal process
Themes:
• Pre tenancy support
• Early and personal action if things go wrong
• Consistency of approach (doing what we say, when we say, every time!)
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10Better homes, better lives
Common System / Common Sense ………………..We can’t do it alone
Joint re-design projects with GCC Revenue & Benefits and the Glasgow Homelessness Partnership
• Rent and debt strategy
• Preventing homelessness strategy
• Tenancy sustainment strategy
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Tenancy sustainment focus was a start …………………….what were we doing about prevention of Homelessness
Arrears example - Where we were in 2007/8 …with our rent system
23,000 tenants in rent arrears
Business system drove action for recovery
– 8,000 Notice of Court Proceeding– 6,500 Court Callings– 1,000 Decrees for Eviction– 575 Evictions– Leaving more than £1m of debt
…lots of activity, but customer/ business outcomes?
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12Better homes, better lives
Notice of Proceedings served
No. of NPRPs authorised periods 1-13(unadjusted)
(30th March 2008 to 29th April 2010)
0
100
200
300
400
500
600
700
1 2 3 4 5 6 7 8 9 10 11 12 13 1 2 3 4 5 6 7 8 9 10 11 12 13 1period
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Evictions are decreasing
NPRPs raised and evictions carried out 2008-09 and 2009-10
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
2007/08 2008/09 2009/10
No.. of NPRPs No. of evictions for rent arrears
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Evictions for rent arrears
No. of evictions for rent arrears 2007/08 to 2009/10
0
100
200
300
400
500
600
700
2007/08 2008/09 2009/10
No. of evictions
Fin
anci
al y
ear
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Our redesign of Homelessness
Jointly redesigned process – real partnership
•Mapped out our homeless process and designed out waste
•Understand the issues for Homeless Households - complex needs of Homeless Households
•Work together to resolve problems and have an understanding of respective organisational pressures.
•Set challenging targets 45% - 09/10
•42 day ministerial guidance - driving wrong behaviours
•Positive impact on homeless refusals – getting it right first time
•Check, plan, do ……………………………………………….Much more to do here!
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16Better homes, better lives
Offers to Section 5 Referrals2003 to date
2008/974% of all homeless cases rehoused by GHA (Validated)26% of all other homeless cases rehoused by other RSLs/Private Rented Sector
Year Total number of lets
Lets to Homeless Households
Percentage of Lets to Homeless
2003/04 10416 1870 17.9%
2004/05 8373 1496 17.8%
2005/06 7982 1539 19.2%
2006/07 7458 1321 17.7%
2007/08 6991 1336 19.1%
2008/09 6264 1828 29.2%
2009/10 5064 2102 41.5%
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Little things mean a lot
Welcome bags for Homeless households
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18Better homes, better lives
Employability initiatives
Aim to maximise opportunities for our tenants
Environmental Employability Programme
From June 2006:
• 645 Training Places• 368 individuals into work• 81% GHA tenants
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19Better homes, better lives
Employability
Participants evaluation – June 2009
“I’ve found it a real benefit to come into work. It really helps after being stuck at home for so long. I think back to the person eight months ago and what my state of mind was like. I’m absolutely a different person; more relaxed, confident and self assured
Scott - unemployed for 20 years
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Our performance: context year end 2010
•Rent Arrears reduced from 5.14% debit in 2007/8 to 3.62%
•Current tenant arrears down from £10.1m in 2007/8 to £7.1m
•End to End re-let time down from 56 days in 2007/8 to 26 days for lettable property
•Letting performance is the best since inception of GHA – lets within 4 weeks was 49.07% for the year 2007/8, now 71.9%
•Tenancy sustainment levels improved from 2007/8 to 84.95%, now 87.88%
•Increase in lets to Homeless Households 19.1% 2007/8, now 41.5%
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21Better homes, better lives
Common System / Common Sense Whole system redesign
CapitalWorks
Voids Allocations Homelessness
Housing Benefit
RentalIncome
Repairs
Former Tenant Debt
Legal
ComplaintsGHA(M)
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Glasgow Housing Associationwww.gha.org.uk
Better homes, better lives
QUESTIONS
15th June 2010
Glasgow Housing Associationwww.gha.org.uk
Better homes, better lives