Services for Communities Rents Masterclass Housing Management Efficiencies Network 23 rd November 2010

Today’s Rent First Masterclass presenters Kevin Robertson, Business Manager, Senior Management Team, Services for Communities Stuart Orr, Revenues and Debt Manager, Service Support Unit, SfC Joy Campbell, Senior Officer Rents Policy & Performance, SSU, SfC Isla Paterson, Income Maximisation Co-ordinator, SSU, SfC Tracey Kelly, Rents Team Leader, South-West Neighbourhood, SfC

IntroductionsKevin Robertson Our organisation, service and performanceStuart Orr PolicyStuart Orr StrategyJoy Campbell/ Stuart Orr Procedures and PartnershipsJoy Campbell Service in Focus – Income MaximisationIsla Paterson Service in Focus – Early Intervention PilotTracey Kelly Quality AssuranceJoy Campbell Questions, Challenge, DiscussionHME Network Lunch Projects, Staff, Current PerformanceStuart, Joy 1.30 Strategy reflections and looking forwardStuart 1.50 The Rents future – roundtable discussionKevin Robertson 2.00 End 3.00 Rents Masterclass – Programme

Rent Collection Service StrategyPolicyProceduresStaffProjectsCustomer Quality Assurance Performance

Rent First QuestionsDiscussionChallenge

Services for Communities The Service Model SfC Senior Management Team Housing & Regeneration Community Safety Environment

Services for Communities The Neighbourhood Model Central Support Services Housing Environment Community Safety EastSouthNorthWest South/ West Leith/City Centre

Housing and Regeneration The Service Model Housing & Regeneration Assessment Homelessness and Support Asset Management Strategy & Service Support Unit Edinburgh Building Services

Housing and Regeneration The Service Model Service Support Unit Local HB teams Empty Homes Homeless Housing Advice Tenant Participation EstatesRents

Housing and Regeneration The Neighbourhood and Housing Stock Number of Council Homes Total Stock 20,000 East 3,500 South 3,500 North 4,000 West 1,500 South West 5,700 Leith City Centre 1,800

Rent Collection Service Neighbourhood & Support Services Rent Collection Service Support Unit 11 staff CourtPolicy & Performance Former Tenancy Arrears Income Max Rent QAG Local N’hood Teams 36 staff

Rent Collection Service Staff Configuration, Generic/Specialist Rent Collection Service Support Unit 11 staff East 6.5 staff South 6.5 staff North 8 staff West 2.5 staff South West 10 staff Leith City Centre 2.5 staff

Performance

Social and Financial Inclusion Rent Setting and Charging Recovery of Arrears and Eviction Tenant consultation and involvement Training and learning For each policy Aim Scope Statement of principle Responsibilities Plan, do, and review Policy

1 st Strategy Performance Nod to social inclusion 2 nd Strategy 2008 – 11 Informed by review of 1 st and focussed research Ambition the mission Rent First is born Strategy

Key Objectives Prevention and social inclusion Maximising rental income Improving and learning Consistent Outcomes Service Standards Fair and just Customer focussed Up to date and improving Working together Strategy

Other Key Points Making payments easier Help and advice to put customers in control How we know if what we do is right Other Key Points Improving all the time Spending the rent money collected Keeping tenants out of court The Rent First promise Strategy

Rent Protocol Early Advice New and sustaining tenancies Taking court action Former tenancy arrears Inclusion – Advice & Support Revenues & Benefits SRF/RIEN Terminations Procedures and Partnerships

Income Maximisation Service R T Other Customer Initiatives Mystery Shopping Rent surveys Rent tenants forum Benefit Gathering Campaigns Tenant Led inspection Customer - Service in Focus

South West Early Intervention Pilot Engaging Tenants Joint Working with EHAP Finding out all the tenants needs and issues Affordable/Realistic Arrangements Changing Staff perceptions All possible action taken to avoid court Outcomes Closer Monitoring Supporting tenants Tenants engaging/continued contact Sustaining Arrangements Resolving issues resulting in arrears 58% less court action 69% less evictions Sustaining Tenancies Service in Focus

Quality Assurance Analysing performance Quality Audits & Reviews Consistency Support & Guidance Continuous Improvement Customers/Stakeholders

MI Lunch

Major Projects Rent Charging System Plain English Write policy and procedures Lean Projects

Staff Rent Collection Staff Rent Arrears QAG Housing Officer Focus Group Systems Training

Money Targets Bids Shared Ownership Challenge Diagnostic Support to achieve Inclusion Targets Bids Shared Ownership Challenge Diagnostic Support to achieve Performance

Major projects accomplished Clear progress on several fronts Some red herrings Working in the SfC neighbourhood context Inclusion is as important as collection Early intervention the right approach Desire and smart working can get you places 2 nd strategy reflections

HB to become Universal or Pension Credit If direct payments link broken – arrears up HB penalties for under-occupancy and long term unemployed Risks to inclusion Service reconfiguration Financial assessment and advice as core business Partnering with employment initiatives More generic working Lean embedded What might 2012 – 2015 look like

Rents and self assessment Rents and IT Rents as Lean leaders Rents and partnerships Rents and reformed welfare Rents and staff engagement Rents and getting the basics right Rents and Value for Money Rents and other landlord services Rents and performance Rents and customer engagement The rents future – discussion topic guide