www.south-norfolk.gov.uk. lean systems review housing register: application and assessment process...
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www.south-norfolk.gov.ukwww.south-norfolk.gov.uk
www.south-norfolk.gov.uk
LEAN systems review
Housing Register:
Application and assessment process
Annual review process
www.south-norfolk.gov.uk
Background
• LEAN systems review pilot for the council • Overriding need to reduce council expenditure• Desire to start exploring more freedoms under Localism
Bill• Funding achieved to pay consultants to train project
team and be involved in the review• Review carried out Feb – March 11
www.south-norfolk.gov.uk
Methodology
• Considered customer expectations of the service• Process mapped systems and processes – project team and
then whole team• Highlighted obvious ‘issues’• Agreed data required to evidence or show issues• Collated existing data and set up some daily monitoring• ‘Brainstormed’ ideal future state• Proposed and mapped realistic future state• Pulled out implications for consideration• Estimated cost of new processes and subsequent savings
www.south-norfolk.gov.uk
The current process
As is process map – housing register
Ho
usi
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dvi
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op
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s su
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Customer contacts - service F2F, phone, email
Advice and steer most appropriate
method
Advise online or send form
Customer completes online
form or paper based
Receive paper and check not duplicate and
complete
Enter onto online system and file
paper copy
Ring applicant and fill in gaps
Is it complete?Approve
onto Abritas/IBS
Online
Paper
Y
Assign to other council?
N
YAssign to
other council
N
Hou reg 2
As is process map – housing register
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offi
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Ho
me
optio
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sup
port
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usin
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sto
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Duplicate?
Reject and treat as an
update
Import from Abritas to IBS
New information –
print form
Update, change IBS
and reassess band
Match person and address
reference
Receive OLAF list
Assess against policy
Y
N
No change
Change
If change in circumstances 1.verify details
2. proofs3. inform change of band
Delete
Eligibility check – immigration status
Y
Eligible?Inform customer
and cancel application
N
Adequate information?
YDecide banding
Request info –customer or 3rd
party (Drs, landlords,etc)
N
Hou reg 3
As is process map – housing register
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ficer
Hom
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tions
su
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advi
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tom
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Complete IBS attributes (PPGC
code)
Do you want to be on >1 register?
Y
N
Send email to Norwich City and
Broadlands
Customer receives notification that active on
register
Mail merge and letter to customer
Sub regional
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Email received option inbox
Update IBS with band
Receive application and
bandingAdd to IBS
Cross LA duplicates –
review and decide primary
Band
Add.Is it add or
band
Annual review – monthly run
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sing
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tions
adv
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ome
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Run report to see who needs review
if >1 year
Generate mail merge – change in circumstances and
satisfaction
Send – sort post
Customer receives
Re-registered
2nd letter sent and cancellation letter
Customer receives
cancellation letter
Response
No response
Change of circumstances?
Send change of circs or
update formY
Complete change of circs form or
update
Receive and re-assess against policy
File re- registration
form
Respond?
Y
Reactivates registration
Housing registration process
Sub regional process Annual review process
www.south-norfolk.gov.uk
Some identified ‘issues’
High volume of applications• Numbers doubled since CBL launch 2007• (1 March 2011) 8,000 applications – 5,000
administered by SNC with 3,000 by NCC & BDC• 70% of applications have little or no housing need• Each require staff time of 25 mins – 3 hrs• Each application incurs non-staff costs of printing and
postage• 10% of applicants successful in bidding each year
www.south-norfolk.gov.uk
Identified issues cont.
Inadequate info from customers at application• Reason 1: paper applications incomplete• Reason 2: IT system ‘loses’ data when imported from
online application form• Not all IT fields mandatory• 70% of applicants need to be re-contacted for
additional or repeat information• Average time taken = 10 mins• 70% in 2010 = 245 hrs
www.south-norfolk.gov.uk
Identified issues cont
Non-bidders• Over 52% of existing applicants have never bid for a
property• 80% of non-bidders are in Low Need band• Oldest ‘non-bidder’ application dates to 1968• Customers believe they are accumulating priority• Resources used to process and re-register
applications who are inactive
www.south-norfolk.gov.uk
Identified issues cont.
Annual review process• In 2010 sent 7,362 letters to update and ‘re-register’
existing applications• 41% did not respond and sent follow-up letter, stating
application cancelled• 5% of these responded and application reinstated• Estimated cost of this process annually is £10k
www.south-norfolk.gov.uk
Identified issues cont
Medical assessments• 13 per month in 2010• 32% lead to banding increase• 45 minutes for each assessment• Forms rarely provide the info required• Customers ‘chase’ priority and believe completion of
form will give priority
www.south-norfolk.gov.uk
The dream future
Housing registration process
Annual review process
www.south-norfolk.gov.uk
Main proposed changes
Considered restricted access to the housing register• Dependent on Localism Bill• Retain access and existing assessment policy for existing
priority categories (Emergency, Gold, Silver and Bronze) • Include sheltered hsg applications• Include transfer applications to ensure bidders for potentially
‘hard to let’ properties• Agree local needs housing prioritisation policy
However, probably not going to implement this.
www.south-norfolk.gov.uk
Main proposed changes
No customer self-application• No online application• No application forms
Introduce pre-assessment / screening• At first contact establish likely housing need?• No = provide advice and realistic expectations. If still
wish to register, basic details only, no verification.• Yes = make interview appt and inform of info
required. Make own enquiries.
www.south-norfolk.gov.uk
Main proposed changes
Assessment and housing options interview• Call day before to ensure attendance and all
evidence/info available. If not, cancel appointment.• Using all requested info, interview and give housing
options.• If housing need, make banding assessment. • Input data straight onto system,• Provide bidding ref. number and email scheme guide
and letter (or print if necessary).
www.south-norfolk.gov.uk
Main proposed changes
Cancel non-bidders at annual review• Inform of this at interview• If wish to apply again follow same initial process
Cancel Low Need applications after 1 year• Inform of this at interview• If wish to apply again follow same initial process
www.south-norfolk.gov.uk
What should the outcomes be?
• Simpler, stronger system• Better focus on and interaction with customers• Customer expectations managed better• Fewer applications to the housing register• Focus of resources on those in need• Reduced staffing costs• Reduced cost of administration (= financial savings)
www.south-norfolk.gov.uk
Implications to consider
• Change in policy could be dependent on Localism Bill• Change in policy requires extensive consultation• Need to ensure application decisions are
communicated legally, with right to review• Partners may not want to work in the same way –
what would this mean for the partnership?