Community Wellbeing and Overview and Scrutiny Committee Gill Moy Director of Housing

Background to Nottingham City Homes Formed in 2005 to manage and maintain 29,000 homes Tenant Chair of the Board Two Stars and Excellent Prospects £243m Decent Homes spend by 2013 Satisfaction increased by 20% in 2 years

Customer care and Resident Involvement 80% customers satisfied with the service Widespread Learning from Customer Feedback Tenant Services Authority (TSA) Development of Tenant Scrutiny Panels Development of local standards

Voids and Allocations Strategic analysis of supply and demand Review of Allocations Policy Lean Systems Review Revised lettable standard Reducing Non Lettable voids

Housing Income Management Tenant arrears reduced by £1.2m Top quartile performance for in year collection of rent Lower number of evictions compared to 3 years ago Revised procedures with greater emphasis on support Government funding to tackle illegal sub-letting

Develop ‘needs led’ Supported Housing Service NCC reviewed sheltered scheme provision NCH review of service delivery Greater emphasis on a needs led service Charging options need careful consideration Consultation plan for Tenants, Stakeholders and staff

Modernising Tenancy and Estate Management High cost, low tech, labour intensive service Consultation commenced on future of cash collection Reviewing Accommodation Plan including the development of the customer services centre Review of Area Housing Offices Clearly define role of Housing Patch Managers