SOCIAL SERVICES, HOUSING AND BENEFITS SELECT COMMITTEE
– 12 JUNE 2003
HOMELESS HOUSEHOLDS IN
TEMPORARY ACCOMMODATION – RESULTS OF A USER CONSULTATION SURVEY
REASON FOR SELECT COMMITTEE CONSIDERATION
This paper is to inform members of the results of a recent user consultation survey conducted amongst residents in temporary accommodation. The survey was carried out as part of the detailed developmental work geared towards the production of a new Homelessness Strategy to be published by the end of July 2003.
ACTION REQUIRED BY THE SELECT COMMITTEE
To
debate and make recommendations
BACKGROUND
1.
Members received a report in November that detailed changes
to the homeless legislation introduced as a result of the Homelessness Act
2002.
2.
One of the requirements of the new Act was that local
authorities produce a new, comprehensive Homelessness Strategy by the
anniversary of its passage. This
document is currently in preparation and will be presented to members in due
course.
3.
The ODPM has issued detailed guidance relating to the
approaches to be adopted and the content they expect to see in Homelessness
Strategies.
4.
The guidance makes it clear that local authorities should
undertake probing reviews of existing services to evaluate whether they are
adequate, suitable and/or effective. As
part of this process, service users are required to be consulted for their
views.
5.
The absence of user consultation was also raised as a
criticism by the Audit Commission as part of their CPA report on the
Homelessness Service in August 2002.
STRATEGIC
CONTEXT
6.
The strategic context of the consultation exercise reported
here is the development of a new Homelessness Strategy. The framework for the Strategy has been set
out by the ODPM, but is to be delivered within the requirement for a
prevention-centred approach to homelessness services and an avoidance of the
use of bed and breakfast for families with children.
7.
There is also an expectation that services will reflect the
needs of households and localities, offering a pragmatic and innovative range
of options most suited to secure housing for those either homeless or
threatened with homelessness.
8.
Central to the achievement of this objective is the adoption
of an approach that is transparent, consultative and inclusive making the
maximum benefit of the partnership working between the Council, the voluntary
sector and other appropriate stakeholders.
9.
In following this approach the Homeless Section conducted a
user survey amongst residents in temporary accommodation between February and
March 2003.
THE SURVEY
10.
The survey was conducted amongst 203 households living in
Council temporary accommodation.
11.
The recipients were offered the opportunity to be entered
for a £25 prize draw as an incentive to complete and return the questionnaire
in a reply-paid envelope.
12.
The response rate was 33% which represents a relatively good
response rate from a survey of this type.
13.
The focus of the questionnaire was to gauge the quality of
the service experience received by those seeking help from the Council. The questions are broadly divided between
those relating to the background to cases and those relating to the quality of
services received.
SURVEY RESULTS
14.
Key findings indicate that:
Ø
77% of respondents first contacted the Council because they
were either homeless or threatened with homelessness
Ø
94% of respondents felt that their enquiry was dealt with
satisfactorily. 71% indicated that they
had been dealt with either efficiently or very efficiently
Ø
58% indicated that it had been easy to contact the Council
by phone. Only 4% had found any
difficulty
Ø
18% of respondents indicated they had found the application
forms difficult, with 61% indicating they had been offered assistance in
completing them
Ø
79% of respondents indicated that they had been kept well
informed by the Council after their first approach, and that information was
easily obtained when contacting the homeless section.
Ø
81% found the advice given to be satisfactory
Ø
60% of respondents found the officer friendly and
interested. Only 7% indicated a
negative experience
Ø
91% of respondents considered that the Council had dealt
with their problem satisfactorily
15.
There were, as would be expected a number of negative
comments from a relatively small number of respondents. But overall, the feedback as outlined above
indicates a high level of satisfaction amongst households approaching the
Homelessness Section.
16.
Although this is a clearly satisfying result, it is
recognised that lessons can be learned from even a small number of dissatisfied
service users.
17.
It is intended to retain this survey and extend this
approach to other groups as regular indicators of service quality in the
future. The detailed findings from the
completed questionnaires will feed into the development of the Homelessness
Strategy.
CONSULTATION
20. The scope and subject matter of this report relates to
consultation. Service users resident in
the Council’s temporary accommodation have been fully consulted, the results of
which are contained herein.
FINANCIAL
IMPLICATIONS
21. There are no financial implications arising directly from this
report. However, there may be further
implications arising as a result of the recommendations contained in the
Homelessness Strategy of which this forms a part. However, this will be reported in a subsequent document.
LEGAL
IMPLICATIONS
22. There are no legal implications arising from this report.
OPTIONS
23.
Future options relating to the delivery of Council services
to the public will inevitably be tied up with developments under the GAGS
agenda. However, it is clear that the
approach currently adopted is perceived satisfactory for the majority of
service users.
24.
However, further improvements are planned as part of the
Homelessness Improvement Plan agreed with the Audit Commission. These include better leaflets and
information documents and an extension to the web pages dealing with
homelessness.
EVALUATION/RISK
MANAGEMENT
25. User consultation is a key process in the effective delivery of services. Not only is it an essential component of testing service relevance, but it is also a requirement of the ODPM for local authorities in reviewing and implementing a strategic framework. Failure to engage with this approach will lead to less effective services and may affect the rating of the Island’s homelessness service in the future.
BACKGROUND
PAPERS
Homelessness Act 2002
A powerpoint presentation will be given at the Committee
this is available to view on the following website : www.iwight.com
If you would like a hard copy of the presentation please
contact Peter Griffiths – Tel 01983 823058
APPENDICES
ATTACHED
None
M PEARL
Head of Housing Services