Adapting to change in Income Management Tracey Atkinson, Income Manager, Salix Homes

Salix Homes – The Context Salix Homes – went live July 2007 Manage c10500 properties in central Salford Unique – born out of another ALMO High levels of deprivation 50% flats Regeneration ALMO Audit Commission Inspection February stars Excellent prospects for Improvement

Objectives of the Income Management Strategy To prevent rent arrears & other debt from arising by embedding a positive payment culture To maximise Salix Homes’ income & support our customers to maximise their income To take prompt action when rent arrears & other debts are incurred, balancing prevention & enforcement To involve customers & staff in service design, development & delivery, ensuring that everyone is treated fairly To work with partners in support of financial inclusion in our communities & neighbourhoods To ensure the income management service provides value for money to our customers

Theme 1 – Customers at the heart of everything we do Review structure of Income Management Team Pre tenancy contact – check affordability, Quick benefits check etc Promotion & publicity plan New tenant visits Use of Customer Profiling Paying by Direct Debit Use of texting

Theme 1 - outcomes Income Management Team divided into 2 sections – Advice & Support and Recovery & Enforcement Increase in number of customers paying by DD Texting example - targeted age group. Arrears reduced by £7654 in 1 week Christmas Campaign – Arrears reduced by £82,000 over the rent free weeks Year End Prize Draw – income doubled to £200,000compared to previous year

Theme 2 – Financial Inclusion Actively supporting the Financial Inclusion agenda Welfare Benefits Officer appointed to the team Joint working with external agencies who provide advice & support to our customers e.g. MIND, CAB Working with Housing Benefits Targeted campaigns Loan shark training

Theme 2 - outcomes Joint working protocol with HB CAB & MIND surgeries Referral protocols developed Money Saving Roadshow Letters sent out in partnership with HB Welfare Benefits Officer identified additional income for customers in excess of £550,000 pa

Learning Staff Learning from others What is still to be done?

Looking Ahead Implementation of a new IT system Assessment of possible impact of the spending review & welfare benefit reforms on Salix Homes Welfare Benefit Reform Project Group in partnership with other providers in the area Close working relations with Housing Benefit