1. BRIGHTON & HOVE CITY COUNCIL HOUSING MANAGEMENT DEVELOPING A NEW INCOME MANAGEMENT STRATEGY 10 November 2010

2. The City Largest city on South East Coast; population 0.25 million 12% Black and Minority Ethnic population Comparatively large lesbian, gay, bi-sexual, transgender community (16% of population) Local economy - strong focus on tourism and higher education High property prices and lack of affordable accommodation Over reliance on rented sector (private and social housing) 10,600 on joint housing register

3. Social and Economic Deprivation A great, happening, lively city but….. Brighton scores significantly worse than the England average for… –Children in poverty –GCSEs achieved –Adults with mental illness –Adults who smoke –Binge drinking adults Sadly there are more drug related deaths than any other city in the country….

4. Our stock and tenants Our Stock We own and manage 12,302 properties We provide services to 2,000 leaseholders Our annual rent role is £42.4 million Five housing offices; inner city properties and several estates on the outskirts of the city Our estates are in some of the most deprived wards in England and Wales Our Tenants (Survey 2008) 61% reported a long term illness 44% over 60 years of age 25% working in full or part-time employment Many experience multiple deprivation…..

5. Performance figures 2004/2005 Arrears £1.3 million 50 evictions Collection rate 96.3% Performance bottom quartile 2009/2010 Arrears £0.73 million 14 evictions Collection rate 98.29% Performance narrowly missed top quartile

6. What did we do? Set up prevention and court teams; emphasis on prevention work Developed strategies to maximise main income streams Maximised tenants’ household income Jointly funded CAB money adviser Referred tenants to wide range of advisers/support workers Worked closely with ‘anyone who could help’ Extended opening hours Purchased team car Increased home visits and encouraged face to face contact Promoted ourselves positively

7. What did we do? Held out of hours telephone contact sessions Provided a wide range of payment methods Worked closely with Benefits; shared resources/IT solutions Trialled new initiatives: –Housing Pre-Action Advice Scheme –eBenefits –Financial Health Check Worked closely with tenants; listened to ideas/suggestions Changed the payment culture Evaluated evictions – learnt lessons about prevention

8. Housing Benefit – crucial to success 2005 - 65% of our tenants claimed full or partial housing benefit 2010 - 70% of our tenants claimed full or partial housing benefit eBenefits Project On line claims systems introduced September 2008 Customer friendly way of claiming Housing Benefit All team members trained to use the system eBenefits/financial health check before tenants receive keys Claims fast-tracked – processing time reduced from 26 to 6 days Changed perception – help from the tenancy start – a friendly face

9. Housing Benefit – crucial to success Joint working with Benefits Joint funding for projects Basic bank account leaflet and benefit take up campaigns Comprehensive training and shadowing Information sharing/computer systems Access to Housing Benefit Take Up Team Emergency joint action to prevent evictions

10. A captive audience - financial health check Introduced in January 2009 for all new tenants Basic bank accounts Housing benefit advice Free debt and money advice Free internet access The Credit Union Council’s low cost insurance scheme How to access low cost furniture/white goods Energy efficiency Loan sharks and door step collectors

11. The Next Step – Developing a Financial Inclusion Strategy What We Did Sought free help from experts Researched good practice Set up Financial Inclusion Strategy Project Board Prepared draft strategy Held stakeholder event; invited tenant representatives and key people such as local voluntary and 3rd sector organisations Held tenant and staff workshops to inform and shape action plan Recognised financial inclusion was “bigger than the team” and handed responsibility to others

12. Our Financial Inclusion Strategy Objectives 1.Develop a workforce committed to eliminating financial exclusion 2.Assist our residents to make informed and effective financial choices 3.Ensure that financial inclusion initiatives are applied prior to and throughout the tenancy process 4.Maximise housing and welfare benefit take-up 5.Promote and encourage the take up of basic bank accounts 6.Promote the council’s Home Contents Insurance Scheme 7.Promote and support the work of the Brighton and East Sussex Credit Union 8.Promote and support the work of the Illegal Money Lending Team 9.Work in partnership with residents and other key organisations active in the field of financial inclusion

13. Our advice to others Build strong relationships with Benefits and local advice providers Listen to and involve tenants in improving performance Analyse evictions Use every resource at your disposal Develop innovative solutions Take part in trials (even if they don’t work) Attend conferences – don’t reinvent the wheel In the absence of a financial inclusion strategy be practical

14. Our plans for the future In house money adviser Independent telephone debt advice Online money advice linked to council website Relocation with Rent Rebate Team Work with Benefits and other agencies to minimise impact of future changes Mobile eBenefits DIY possession action