Isle of Wight Council
Social
Services and Housing Directorate
HOMELESSNESS AND HOUSING ADVICE
IMPROVEMENT PLAN 2002
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CONTENTS |
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2-9 |
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PART TWO |
Individual Member and Officer Responsibilities |
Pages |
10-26 |
July 2002
PART ONE: CPA
HOUSING INSPECTION REPORT - IMPROVEMENT PLAN IN FULL
Implementation of this improvement plan will be the responsibility of the following team of council members and senior officers:
R Mazillius (Portfolio Holder -
Social Services & Housing), I Stephens (Chair of Social Services
& Housing Select Committee),
R Barry (Portfolio Holder -
Resources), M Miller (Chair - Planning Committee). C Waddicor
(Strategic Director of Social Services & Housing), Chris Binnie
(Head of Housing), E D Cousins (Head of Policy, Performance &
Resources), Martyn Stanley (Senior Housing Officer),
P Griffiths (Housing Initiatives
Officer), A Curzon (Principal Planning Officer) Y May (Manager -
Supporting People),
T Flower (Head of Property
Services).
|
Action |
IMPROVEMENT ISSUE
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ACTION TO BE TAKEN |
Who |
By/When |
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IMPROVE ACCESS TO SERVICES AND HELP FOR HOMELESSNESS APPLICANTS |
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1 |
Improve arrangements for preventing homelessness. Improve workload capacity within the homelessness service. Ensure
that applicants with genuine priority and grounds for help are not
disadvantaged by inaccurate information, inadequate preventative support or
by dishonest applicants. Improve
the housing office reception arrangements. |
1.
Agreement to be made with IHAC, Homestart and ISP to increase and
co-ordinate preventative work. To be added to existing contracts. 2.
Agreements to be made with housing associations and the IW Supporting
People team to co-ordinate preventative work that will further limit eviction
of RSL tenants. 3.
A homelessness prevention officer to be appointed to the homelessness
team to undertake preventative work including home visiting and
investigation, and a focus on updating information and recording decisions. 4.
Improve availability and quality of written prevention and support
advice. For Who/When details see Action 8.2. 5.
Review of staffing structures and processes. See Action 15. 6.
New strategic manager to be in post within a satisfactory time, in
order to avoid delays in change and improvement. 7.
Implement new file audit and decision review process as part of
improved staff supervision arrangements: 10% of all files to be audited as
directed by HoHS each year. See Action 7.5. 8.
Commence an upgrade of the housing reception area as part of a
planned investment. Give priority to concern for corporate branding and
visitor comfort, to a level that compares with the benchmark corporate
customer services centre. |
C Binnie & ED Cousins C Waddicor C Binnie - - C Waddicor - Head of Housing Services
(HoHS) |
Nov 2002 Nov 2002 Oct 2002 - - Dec 2002 - April 2002 |
|
2 |
Ensure
compliance with the Code of Guidance and procedures. Improve
the earliest stages of offering advice and making homelessness decisions. |
1.
Improve reception and call-taking arrangements by clarifying the
intentions and needs of people approaching the council for advice (change
reception and interview protocols) and; 2.
Implement the recording of all approaches and issue a decision on all
approaches classed as ‘applications’. |
M Stanley M Stanley |
August 2002 April 2003 |
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REDUCE THE NUMBERS OF PEOPLE IN TEMPORARY
ACCOMMODATION AND BED & BREAKFAST
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3 |
Reduce
the reliance of the council on long term temporary accommodation (TA) and bed
and breakfast (B&B) accommodation. |
1.
Apply the B&B action plan and regularly monitor performance
through HoHS PDP with quarterly data reporting to SMG. 2.
Commence a programme of member-agreed council (corporate) working
policies and strategies aimed at raising the range and level of (long-term)
affordable housing. See Action 21. |
HoHS & ED Cousins - |
July 2002 Complete March 2004 - |
|
4 |
Re-focus
and improve allocation arrangements. Speed up the housing nomination process,
and improve the accuracy of information that supports decisions. Continue
to improve the ‘local connection’ policy for all applicants, to ensure that
needs and public concerns are balanced. |
1.
The Common Housing Register to include new nomination protocols
between the council and RSLs, including a new points policy with greater
emphasis on the needs of local people. See Actions 14.1 and 14.2. 2.
Commence monitoring and reporting to members on the performance and
effectiveness of new nomination protocols. 3.
Investigate with the Office of the Deputy Prime Minister (ODPM) and
subsequently act on any potential for extension of the minimum wait for
applicants without local connections from six months to nine months. 4.
Implement six-monthly reviews of the status of housing register
applicants (from yearly reviews). |
- M Stanley C Binnie & R Mazillius M Stanley |
- March 2003 July 2002 Sept 2003 |
|
5 |
Improve
vacancy nomination arrangements for people in temporary accommodation. |
1.
Agree with RSLs an increase in the total proportion of nomination
rights from RSLs, to a level in excess of 80%. 2.
Agree with RSLs a protocol for ensuring that nominations largely meet
the needs of people in temporary accommodation. 3.
Agree with partners a joint monitoring process for performance in
housing nomination offers as part of the new common housing register (See
also Action 14.1 and 14.2). |
C Waddicor C Waddicor C Waddicor |
Dec 2002 Dec 2002 Dec 2002 |
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IMPROVING
LIVING CONDITIONS AND SUPPORT TO APPLICANTS IN TEMPORARY ACCOMMODATION |
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6 |
Living
space in some temporary accommodation (TA) is limited and unsuited to
long-term residence. Improve
co-ordination of floating support schemes |
1.
Undertake and conclude a review of the suitability of existing TA and
identify alternatives and a course of action at the end of existing
contracts. 2.
Conclude arrangements with the Supporting People (SP) manager and
potential providers to ensure all SP funded floating support schemes are
co-ordinated effectively. 3.
Merge housing and ‘Supporting People’ services and staff. |
HoHS & R Mazillius HoHS & Y May C Waddicor |
July 2003 March 2003 Dec 2002 |
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DEVELOPING INFORMATION AND COMMUNICATIONS ARRANGEMENTS |
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7 |
Customer
care arrangements can be improved. Improve
the satisfaction of service-users with the consistency of staff contact and
decision-making. |
1.
Commence consultation with service-users for feedback on the highest
priority issues in customer care improvement. Make changes that will
continuously improve standards and measurable levels of customer
satisfaction See Actions 8.4
and 8.5. 2.
Improve service quality and consistency; commence identification of
staff training, support and monitoring arrangements through annual PDPs. See
Action 12.8. 3.
Publish an updated and amended staff manual that reflects inspection
findings, user feedback and new legislation. See Action 12.6. 4.
Immediately implement the new directorate supervision strategy
(2002). |
- - - HoHS & M Stanley |
- - - Aug 2002 |
|
8 |
Improve
public communications and information about the service, access to advice and
help, and how to complain. Improve
communication with service users, particularly written contacts and updates
on progress. Develop
better arrangements for consultation on homelessness service, its conduct,
objectives and service standards (see Action 12 below). Improve
and exploit links with corporate consultation opportunities. Improve
the public image of the service. Market the service to stimulate and make
more accurate the ‘word of mouth’ understanding of the service within the
community and especially with those most at risk. |
1.
Immediately implement the new directorate-wide information and communication
strategy (due September 2002). 2.
Commence continuous revision of leaflets and arrangements for their
distribution (50% of the portfolio within 6 months). Use the resources of the
communications strategy to exploit new forms of access including the internet
and RSLs. High priority will be given to upgrading complaints information. 3.
Agree a programme for marketing and publicising the homelessness
service through corporate communications such as Wight Insight and campaigns. 4.
Through audit and consultation, commence identifying the key
communication needs of service users during the homelessness process and
devise a new communication protocol that includes clear service standards and
regular review of performance. 5.
Drawing on support from the directorate’s communications strategy,
commence a continuous consultation process using service-user feedback, focus
groups and wider public inclusion through corporate communications
arrangements. 6.
Commence a six-monthly review of consultation and feedback, apply
findings to the revision and updating of the homelessness service and housing
advice standards; report to members. 7.
Review performance against service standards, using data and
service-user consultation See Action 11.2. |
C Binnie P Griffiths P Griffiths & R Mazillius P Griffiths P Griffiths HoHS & P Griffiths - |
Sept 2002 Nov 2002 Sept 2002 April 2003 April 2003 Sept 2003 - |
|
9 |
Establish
a dialogue with those at risk of social exclusion. |
1.
Commence a programme of improved regular contact with the voluntary
sector by establishing a forum with the objective of preventing social
exclusion through homelessness. 2.
Commence a programme of officer and member attendance and support for
key voluntary group and housing advice events. |
C Binnie & I Stephens & R Mazillius As 9.1 |
Sept 2002 Sept 2002 |
|
10 |
Improve
contact arrangements with primary healthcare services that will support and
protect service users. |
1.
Implement pilot health contact arrangements immediately. 2.
Incorporate notifications to primary healthcare staff in the revised
staff guidance manual. See Action 12.6. |
C Binnie - |
Immediate - |
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IMPROVING PERFORMANCE MANAGEMENT
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11 |
Set
and monitor more challenging corporate targets and standards for
homelessness, re-housing and investment. |
1.
The housing strategy for 2003/08 will include challenging targets
agreed with stakeholders and council members including number of new
properties built to let, number of empty properties brought into use and
number of properties via PPG3 2.
Agree with council members a framework of challenging targets and
standards for 2003/04 service plan (see also Action 8.7). |
C Binnie & I Stephens & R Mazillius HoHS & I Stephens & R Mazillius |
July 2002 Oct 2002 and then annually |
|
12 |
Improve
the framework of service standards and performance monitoring. Improve
the performance management of staff and other resources. Update the staff
guidance manual and monitor performance and compliance. Improve
target-setting for managers and staff (SMARTen targets and PDPs). |
1.
Commence improvement in the range and scope of consultation through
the information and communications strategy (see Action 8 above),
leading to service user and good-practice driven service standards, with
arrangements to monitor performance (see also Actions 8.7 and 11.2). 2.
Commence continuous review of consultation findings and performance
information to identify improvement priorities and actions (see Actions
8.6 and 8.7 above), and 3.
Quarterly SMG reporting on key areas including nos. in B&B, wait
time in B&B, no. of EPs brought back, new build to let, PPG 3 homes
let,and % of nominations for voids from the Register. 4.
Implement the directorate performance management strategy (Oct 2002)
and supervision strategy (April 2002). 5.
Improve performance information collection through automated data
collection (see Action 14 below). 6.
Publish revised staff manuals to include best practice (including
guidance on the managed exercise of discretion), inspection
findings and compliance with the code of guidance. 7.
Implement service and team target setting aligned with the objectives
of the housing service plan. See Action 11 above. 8.
Including staff target setting in all completed personal development
plans for 2003/04. 9.
Commence updating and publishing policies, procedures and protocols
on the intranet and other networks for easy access. |
HoHS & P Griffiths - HoHS HoHS & ED Cousins - M Stanley - M Stanley P Griffiths |
Oct 2003 - Dec 2002 Oct 2002 - March 2003 - May 2003 March 2003 all by 2004 |
|
13 |
Increase
the potential for service development through longer-term contracts and
service level agreements. Incorporate service guidelines and compliance
checks into contracting. |
1.
Commence applying social services contracting services and procedures
to all new contracts; all existing contracts to be reviewed/audited by social
services contracting by April 2005. 2.
Commence investigating and where appropriate arrange for longer-term
contracts for suitable contractors and partners. |
M Stanley & ED Cousins M Stanley & ED Cousins |
April 2003 April 2003 |
|
14 |
Improve
the range and quality of data collection. Improve
the recording and review of needs, actions and other information. |
1.
Conclude strategic and joint planning for the implementation of
automated systems development including investment in new computerised
systems; a)
Common Housing Register, and b)
Homelessness Recording System. 2.
Have in place agreed information sharing protocols and new processes
with key partners including RSL’s. 3.
Transfer data administration and data quality responsibility to the
directorate’s data and information co-ordinator. 4.
Complete a protocol requiring the recording of diary/contact pages
and decisions in the new homelessness IT system. 5.
Commence staff training on business rules for electronic and data
recording, to be completed before ‘switch-on’. 6.
Housing services to commence submissions to a directorate library of
objectives and targets networked to all managers and staff via the intranet. |
M Stanley & ED Cousins M Stanley M Stanley & ED
Cousins. M Stanley & ED Cousins. M Stanley & ED Cousins. ED Cousins |
Jan 2003 Jan 2003 April 2003 March 2003 March 2003 March 2003 |
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15 |
Investigate
staff workloads and processes to ensure best value. |
1.
Commence investigation of workloads and processes, benchmark with
other LSVT councils, re-structure staff and processes as required, report to
members. |
C Binnie & R Mazillius |
March 2003 and report
annually |
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DEVELOPING POLICIES AND STRATEGY |
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16 |
Clarify
local policy on response to victims of domestic violence who have no local
connection. |
1.
Review current domestic violence policy when the new housing code of
guidance is published. Amend policies as needed within timescales set out in
this plan and the housing service plan. |
C Binnie & R Mazillius |
July 2002 |
|
17 |
Limit
the burden of producing and working to a large number of Government-inspired
strategies. |
1.
Clarify with the ODPM the potential for acting on the Audit
Commission inspector’s views on achieving a reduction in the number of
published housing strategies. |
C Binnie & R Mazillius |
Sept 2002 |
|
18 |
Developing
awareness of ethnic minority needs. Improving
the range and scope of ethnic monitoring within the housing service and at
IHAC. |
1.
Produce a detailed analysis of new census information and revise BME
housing strategies accordingly, update annually. 2.
Commence production of improved ethnicity information through
new data collection systems. See Action 14. 3.
Implement a contractual change that will improve ethnic monitoring
and reporting at IHAC. |
HoHS - M Stanley |
July 2003 - March 2003 |
|
19 |
Investigate
and improve the potential for attracting housing and homelessness resources
to the Island. Identify
local potential for investment in housing that will alleviate housing need. |
1.
Report to members re: continued pressure on the
Housing Corporation to re-assess the Island’s TCI banding. 2.
Confirm grant conditions for the £100,000 grant payment from the Bed
and Breakfast Unit. 3.
Review and then monitor the HIP allocation to ensure the most
effective use of the housing capital programme. 4.
Transfer funds from housing regeneration budgets to a campaign for
bringing empty properties into use and monitor effectiveness every six
months. 5.
Develop and implement a range of incentives based on best practice
that will encourage private landlords to maintain tenancies that would
otherwise be ended as a result of current market conditions. Review
effectiveness and options annually. 6.
Commence a working review of the content and style of the Housing
Strategy and subsequent versions, to achieve ‘above average’ GoSE rating. |
C Waddicor & R
Mazillius C Binnie HoHS P Griffiths P Griffiths HoHS |
Sept 2002 Sept 2002 March 2003 March 2003 March 2003 April 2003 |
|
20 |
A
comprehensive review of options for provision or contracting out of services.
|
1.
Complete a service review as part of the council’s Best Value review
programme (2004/05). |
HoHS |
March 2005 |
|
21 |
Improve
corporate working and ability to make difficult decisions (planning and
housing, subsidised land etc). |
1.
Arrange a joint policy meeting (planning and housing members) to
amend council policy on PPG3. Policy issues to include; variation in
affordable housing levels from 20% to 30%; variation in policy on the nature,
type, density and , location of sites; commuted payments and housing tenure. 2.
Commence regular reporting to members on the potential to make good
use of land stock through disposal to RSLs at a discounted price. |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon C Binnie & R Mazillius & R Barry & T Flower |
Sept 2002 March 2003 |
|
22 |
Improve
the satisfaction of stakeholders who are involved in consultation on strategy
and policy development. Improvements
in corporate planning. |
1.
Include in the Information and Communication strategy a practice
guide with the requirement for stakeholder expectations to be clarified at
the outset of the strategy process and for consultation feedback to be
provided, to be reviewed at each I and C strategy review. 2.
Ensure that housing achieves a higher profile in corporate
consultation processes through the information and communications strategy. See
Action 8.3. |
P Griffiths - |
April 2003 - |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
4.3 |
Investigate
with the Office of the Deputy Prime Minister (ODPM) and subsequently act on
any potential for extension of the minimum wait for applicants without local
connections from six months to nine months. |
C Binnie & R Mazillius |
|
July 2002 |
|
11.1 |
The
housing strategy for 2003/08 will include challenging targets agreed with
stakeholders and council members including number of new properties built to
let, number of empty properties brought into use and number of properties via
PPG3 |
C Binnie & I Stephens & R Mazillius |
|
July 2002 |
|
16.1 |
Review
current domestic violence policy when the new housing code of guidance is
published. Amend policies as needed within timescales set out in this plan
and the housing service plan. |
C Binnie & R Mazillius |
|
July 2002 |
|
16.1 |
Clarify
with the ODPM the potential for acting on the Audit Commission inspector’s
views on achieving a reduction in the number of published housing strategies. |
C Binnie & R Mazillius |
|
Sept 2002 |
|
9.1 |
Commence
a programme of improved regular contact with the voluntary sector by
establishing a forum with the objective of preventing social exclusion
through homelessness. |
C Binnie & I Stephens & R Mazillius |
|
Sept 2002 |
|
9.2 |
Commence
a programme of officer and member attendance at key voluntary group events
and support for housing advice events. |
C Binnie & I Stephens & R Mazillius |
|
Sept 2002 |
|
21.1 |
Arrange
a joint policy meeting (planning and housing members) to amend council policy
on PPG3. Policy issues to include; variation in affordable housing levels
from 20% to 30%; variation in policy on the nature, type, density and ,
location of sites; commuted payments and housing tenure. Also,
commence a programme of member-agreed council (corporate) working policies
and strategies aimed at raising the range and level of (long-term) affordable
housing (Action 3.2). |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon |
|
Sept 2002 |
|
19.1 |
Report
to members re: continued pressure on the Housing Corporation to re-assess the
Island’s TCI banding. |
C Waddicor & R Mazillius |
|
Sept 2002 |
|
8.3 |
Agree
a programme for marketing and publicising the homelessness service through
corporate communications such as Wight Insight and campaigns. Ensure
that housing achieves a higher profile in corporate consultation processes
through the information and communications strategy (Action 22.2) |
P Griffiths & R Mazillius |
|
Sept 2002 |
|
11.2 |
Agree with council members a framework of challenging targets and service standards to be included in the 2003/04 service plan, to be revised annually. Also,
Implement service and team target setting aligned with the objectives of the
housing service plan (Action 12.7). Review performance against service
standards, using data and service-user consultation (Action 8.7). |
HoHS & I Stephens & R Mazillius |
|
Oct 2002 and then annually |
|
21.2 |
Commence
regular reporting to members on the potential to make good use of land stock
through disposal to RSLs at a discounted price. |
C Binnie & R Mazillius & R Barry & T Flower |
|
March 2003 |
|
15.1 |
Commence
investigation of workloads and processes, benchmark with other LSVT councils,
re-structure staff and processes as required, report to members. To
include a review of staffing structures and processes (Action 1.5). |
C Binnie & R Mazillius |
|
March 2003 and report
annually |
|
6.1 |
Undertake
and conclude a review of the suitability of existing TA and identify
alternatives and a course of action at the end of existing contracts. |
HoHS & R Mazillius |
|
July 2003 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
11.1 |
The
housing strategy for 2003/08 will include challenging targets agreed with
stakeholders and council members including number of new properties built to
let, number of empty properties brought into use and number of properties via
PPG3 |
C Binnie & I Stephens & R Mazillius |
|
July 2002 |
|
9.1 |
Commence
a programme of improved regular contact with the voluntary sector by
establishing a forum with the objective of preventing social exclusion
through homelessness. |
C Binnie & I Stephens & R Mazillius |
|
Sept 2002 |
|
9.2 |
Commence
a programme of officer and member attendance at key voluntary group events
and support for housing advice events. |
C Binnie & I Stephens & R Mazillius |
|
Sept 2002 |
|
21.1 |
Arrange
a joint policy meeting (planning and housing members) to amend council policy
on PPG3. Policy issues to include; variation in affordable housing levels
from 20% to 30%; variation in policy on the nature, type, density and ,
location of sites; commuted payments and housing tenure. Also,
commence a programme of member-agreed council (corporate) working policies
and strategies aimed at raising the range and level of (long-term) affordable
housing (Action 3.2). |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon |
|
Sept 2002 |
|
11.2 |
Agree
with council members a framework of challenging targets and service standards
to be included in the 2003/04 service plan, to be revised annually. Also,
Implement service and team target setting aligned with the objectives of the
housing service plan (Action 12.7). Review performance against service
standards, using data and service-user consultation (Action 8.7). |
HoHS & I Stephens & R Mazillius |
|
Oct 2002 and then annually |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
21.1 |
Arrange a joint policy meeting (planning and housing members) to amend council policy on PPG3. Policy issues to include; variation in affordable housing levels from 20% to 30%; variation in policy on the nature, type, density and , location of sites; commuted payments and housing tenure. Also,
commence a programme of member-agreed council (corporate) working policies
and strategies aimed at raising the range and level of (long-term) affordable
housing (Action 3.2). |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon |
|
Sept 2002 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
21.2 |
Commence
regular reporting to members on the potential to make good use of land stock
through disposal to RSLs at a discounted price. |
C Binnie & R Mazillius & R Barry & T Flower |
|
March 2003 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
19.1 |
Report
to members re: continued pressure on the Housing Corporation to re-assess the
Island’s TCI banding. |
C Waddicor & R Mazillius |
|
Sept 2002 |
|
1.2 |
Agreements
to be made with housing associations and the IW Supporting People team to
co-ordinate preventative work that will further limit eviction of RSL
tenants. |
C Waddicor |
C Waddicor |
Nov 2002 |
|
1.6 |
New
strategic manager to be in post within a satisfactory time, in order to avoid
delays in change and improvement. |
C Waddicor |
C Waddicor |
Dec 2002 |
|
5.1 |
Agree
with RSLs an increase in the total proportion of nomination rights from RSLs,
to a level in excess of 80%. |
C Waddicor |
C Waddicor |
Dec 2002 |
|
5.2 |
Agree
with RSLs a protocol for ensuring that nominations largely meet the needs of
people in temporary accommodation. |
C Waddicor |
C Waddicor |
Dec 2002 |
|
5.3 |
Agree
with partners a joint monitoring process for performance in housing
nomination offers as part of the new common housing register (See also Action
14.1 and 14.2). |
C Waddicor |
C Waddicor |
Dec 2002 |
|
6.3 |
Merge
housing and ‘Supporting People’ services and staff. |
C Waddicor |
C Waddicor |
Dec 2002 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
10.1 |
Implement
pilot health contact arrangements immediately. |
C
Binnie |
C
Binnie |
Immediate |
|
3.1 |
Apply
the B&B action plan and regularly monitor performance through HoHS PDP
with quarterly data reporting to SMG. |
HoHS & ED
Cousins |
|
July 2002 Complete
March 2004 |
|
4.3 |
Investigate
with the Office of the Deputy Prime Minister (ODPM) and subsequently act on
any potential for extension of the minimum wait for applicants without local
connections from six months to nine months. |
C
Binnie & R Mazillius |
|
July
2002 |
|
11.1 |
The
housing strategy for 2003/08 will include challenging targets agreed with
stakeholders and council members including number of new properties built to
let, number of empty properties brought into use and number of properties via
PPG3 |
C Binnie & I Stephens & R
Mazillius |
|
July
2002 |
|
16.1 |
Review
current domestic violence policy when the new housing code of guidance is
published. Amend policies as needed within timescales set out in this plan
and the housing service plan. |
C Binnie & R
Mazillius |
|
July
2002 |
|
7.4 |
Immediately
implement the new directorate supervision strategy (2002). Implement
new file audit and decision review process as part of improved staff
supervision arrangements: 10% of all files to be audited as directed by HoHS
each year (Action 1.7) |
HoHS & M
Stanley |
|
Aug
2002 |
|
8.1 |
Immediately
implement the new directorate-wide information and communication strategy
(due September 2002). |
C
Binnie |
C
Binnie |
Sept
2002 |
|
9.1 |
Commence
a programme of improved regular contact with the voluntary sector by
establishing a forum with the objective of preventing social exclusion
through homelessness. |
C Binnie & I Stephens &
R Mazillius |
|
Sept
2002 |
|
9.2 |
Commence
a programme of officer and member attendance at key voluntary group events
and support for housing advice events. |
C Binnie & I Stephens & R Mazillius |
|
Sept 2002 |
|
21.1 |
Arrange
a joint policy meeting (planning and housing members) to amend council policy
on PPG3. Policy issues to include; variation in affordable housing levels
from 20% to 30%; variation in policy on the nature, type, density and ,
location of sites; commuted payments and housing tenure. Also,
commence a programme of member-agreed council (corporate) working policies
and strategies aimed at raising the range and level of (long-term) affordable
housing (Action 3.2). |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon |
|
Sept 2002 |
|
19.2 |
Confirm
grant conditions for the £100,000 grant payment from the Bed and Breakfast
Unit. |
C Binnie |
C Binnie |
Sept 2002 |
|
16.1 |
Clarify
with the ODPM the potential for acting on the Audit Commission inspector’s
views on achieving a reduction in the number of published housing strategies. |
C Binnie & R Mazillius |
|
Sept 2002 |
|
11.2 |
Agree
with council members a framework of challenging targets and service standards
to be included in the 2003/04 service plan, to be revised annually. Also,
Implement service and team target setting aligned with the objectives of the
housing service plan (Action 12.7). Review performance against service
standards, using data and service-user consultation (Action 8.7) |
HoHS & I Stephens & R Mazillius |
|
Oct 2002 and then annually |
|
12.4 |
Implement
the directorate performance management strategy (Oct 2002) and supervision
strategy (April 2002). |
HoHS & ED Cousins |
|
Oct 2002 |
|
1.3 |
A
homelessness prevention officer to be appointed to the homelessness team to
undertake preventative work including home visiting and investigation, and a
focus on updating information and recording decisions. |
C Binnie |
C Binnie |
Oct 2002 |
|
1.1 |
Agreement
to be made with IHAC, Homestart and ISP to increase and co-ordinate
preventative work. To be added to existing contracts. |
C Binnie & ED Cousins |
|
Nov 2002 |
|
12.3 |
Monitor
performance in key areas including nos. in B&B, wait time in B&B, no.
of EPs brought back, new build to let, PPG 3 homes let,and % of nominations
for voids from the Register via quarterly SMG reporting. |
HoHS |
HoHS |
Dec 2002 |
|
6.2 |
Conclude
arrangements with the Supporting People (SP) manager and potential providers
to ensure all SP funded floating support schemes are co-ordinated
effectively. |
HoHS & Y May |
|
March 2003 |
|
19.3 |
Review
and then monitor the HIP allocation to ensure the most effective use of the
housing capital programme. |
HoHS |
HoHS |
March 2003 |
|
21.2 |
Commence
regular reporting to members on the potential to make good use of land stock
through disposal to RSLs at a discounted price. |
C Binnie & R Mazillius & R Barry & T Flower |
|
March 2003 |
|
15.1 |
Commence
investigation of workloads and processes, benchmark with other LSVT councils,
re-structure staff and processes as required, report to members. To
include a review of staffing structures and processes (Action 1.5). |
C Binnie & R Mazillius |
|
March 2003 and report
annually |
|
1.7 |
Commence
an upgrade of the housing reception area as part of a planned investment.
Give priority to concern for corporate branding and visitor comfort, to a
level that compares with the benchmark corporate customer services centre. |
HoHS |
HoHS |
April 2003 |
|
19.6 |
Commence
a working review of the content and style of the Housing Strategy and
subsequent versions, to achieve ‘above average’ GoSE rating. |
HoHS |
HoHS |
April 2003 |
|
6.1 |
Undertake
and conclude a review of the suitability of existing TA and identify
alternatives and a course of action at the end of existing contracts. |
HoHS & R Mazillius |
|
July 2003 |
|
Produce
a detailed analysis of new census information and revise BME housing
strategies accordingly, update annually. |
HoHS |
HoHS |
July 2003 |
|
|
8.6 |
Commence a six-monthly review of consultation and feedback, apply findings to the revision and updating of the homelessness service and housing advice standards; report to members. |
HoHS & P Griffiths |
|
Sept 2003 |
|
12.1 |
Commence
improvement in the range and scope of consultation through the information
and communications strategy (see Action 8 above), leading to service
user and good-practice driven service standards, with arrangements to monitor
performance (see also Actions 8.7 and 11.2). Also,
commence continuous review of consultation findings and performance
information to identify improvement priorities and actions (Action 12.2) |
HoHS & P Griffiths |
|
Oct 2003 |
|
20.1 |
Complete
a service review as part of the council’s Best Value review programme
(2004/05). |
HoHS |
HoHS |
March 2005 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
21.1 |
Arrange
a joint policy meeting (planning and housing members) to amend council policy
on PPG3. Policy issues to include; variation in affordable housing levels
from 20% to 30%; variation in policy on the nature, type, density and ,
location of sites; commuted payments and housing tenure. Also,
commence a programme of member-agreed council (corporate) working policies
and strategies aimed at raising the range and level of (long-term) affordable
housing (Action 3.2). |
C Binnie & R Mazillius & I Stephens & M Miller & A Curzon |
|
Sept 2002 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
21.2 |
Commence
regular reporting to members on the potential to make good use of land stock
through disposal to RSLs at a discounted price. |
C Binnie & R Mazillius & R Barry & T Flower |
|
March 2003 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
3.1 |
Apply
the B&B action plan and regularly monitor performance through HoHS PDP
with quarterly data reporting to SMG. |
HoHS & ED Cousins |
|
July 2002 Complete March 2004 |
|
12.4 |
Implement
the directorate performance management strategy (Oct 2002) and supervision
strategy (April 2002). |
HoHS & ED Cousins |
|
Oct 2002 |
|
1.1 |
Agreement
to be made with IHAC, Homestart and ISP to increase and co-ordinate
preventative work. To be added to existing contracts. |
C Binnie & ED Cousins |
|
Nov 2002 |
|
14.1 |
Improve
performance information collection through automated data collection (Action
12.5). Conclude
strategic and joint planning for the implementation of automated systems
development including investment in new computerised systems; a)
Common Housing Register, and b)
Homelessness Recording System. |
M Stanley & ED Cousins |
|
Jan 2003 |
|
14.2 |
Have
in place agreed information sharing protocols and new processes with key
partners including RSL’s. The Common Housing Register to include new
nomination protocols between the council and RSLs, including a new points
policy with greater emphasis on the needs of local people (Action 4.1). |
M Stanley & ED Cousins |
|
Jan 2003 |
|
13.1 |
Commence
applying social services contracting services and procedures to all new
contracts; all existing contracts to be reviewed/audited by social services
contracting by April 2005. |
M Stanley & ED Cousins |
|
April 2003 |
|
13.2 |
Commence
investigating and where appropriate arrange for longer-term contracts for
suitable contractors and partners. |
M Stanley & ED Cousins |
|
April 2003 |
|
14.4 |
Complete
a protocol requiring the recording of diary/contact pages and decisions in
the new homelessness IT system. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.5 |
Commence
staff training on business rules for electronic and data recording, to be
completed before ‘switch-on’. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.6 |
Housing
services to commence submissions to a directorate library of objectives and
targets networked to all managers and staff via the intranet. |
M Stanley & ED Cousins |
|
March 2003 |
|
18.3 |
Implement
a contractual change that will improve ethnic monitoring and reporting at
IHAC. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.3 |
Transfer
data administration and data quality responsibility to the directorate’s data
and information co-ordinator. Also,
commence production of improved ethnicity information through new data
collection systems. |
M Stanley & ED Cousins |
|
April 2003 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
2.1 |
Improve
reception and call-taking arrangements by clarifying the intentions and needs
of people approaching the council for advice (change reception and interview
protocols) |
M Stanley |
M Stanley |
August 2002 |
|
14.1 |
Improve
performance information collection through automated data collection (Action
12.5). Conclude
strategic and joint planning for the implementation of automated systems
development including investment in new computerised systems; c)
Common Housing Register, and d)
Homelessness Recording System. |
M Stanley & ED Cousins |
|
Jan 2003 |
|
14.2 |
Have
in place agreed information sharing protocols and new processes with key
partners including RSL’s. The Common Housing Register to include new
nomination protocols between the council and RSLs, including a new points
policy with greater emphasis on the needs of local people (Action 4.1). |
M Stanley & ED Cousins |
|
Jan 2003 |
|
4.2 |
Commence
monitoring and reporting to members on the performance and effectiveness of
new nomination protocols. |
M Stanley |
M Stanley |
March 2003 |
|
12.6 |
Publish
revised staff manuals to include best practice (including guidance on the
managed exercise of discretion), inspection findings and compliance with the
code of guidance. (Includes Action 7.3) Also,
incorporate notifications to primary healthcare staff in the revised staff
guidance manual (Action 10.6). |
M Stanley |
M Stanley |
March 2003 |
|
2.2 |
Implement
the recording of all approaches and issue a decision on all approaches
classed as ‘applications’. |
M Stanley |
M Stanley |
April 2003 |
|
14.4 |
Complete
a protocol requiring the recording of diary/contact pages and decisions in
the new homelessness IT system. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.5 |
Commence
staff training on business rules for electronic and data recording, to be
completed before ‘switch-on’. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.6 |
Housing
services to commence submissions to a directorate library of objectives and
targets networked to all managers and staff via the intranet. |
M Stanley & ED Cousins |
|
March 2003 |
|
18.3 |
Implement
a contractual change that will improve ethnic monitoring and reporting at
IHAC. |
M Stanley & ED Cousins |
|
March 2003 |
|
14.3 |
Transfer
data administration and data quality responsibility to the directorate’s data
and information co-ordinator. Also,
commence production of improved ethnicity information through new data
collection systems. |
M Stanley & ED Cousins |
|
April 2003 |
|
13.1 |
Commence
applying social services contracting services and procedures to all new
contracts; all existing contracts to be reviewed/audited by social services
contracting by April 2005. |
M Stanley & ED Cousins |
|
April 2003 |
|
13.2 |
Commence
investigating and where appropriate arrange for longer-term contracts for
suitable contractors and partners. |
M Stanley & ED Cousins |
|
April 2003 |
|
12.8 |
Including staff target setting in all completed personal development plans for 2003/04. Also
Improve service quality and consistency; commence identification of staff
training, support and monitoring arrangements through annual PDPs (Action
7.2). |
M Stanley |
M Stanley |
May 2003 |
|
4.4 |
Implement
six-monthly reviews of the status of housing register applicants (from yearly
reviews). |
M Stanley |
M Stanley |
Sept 2003 |
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
12.9 |
Commence
updating and publishing policies, procedures and protocols on the intranet
and other networks for easy access, process to be completed in 2004. |
P Griffiths |
P Griffiths |
March 2003 |
|
19.4 |
Transfer
funds from housing regeneration budgets to a campaign for bringing empty
properties into use and monitor effectiveness every six months. |
P Griffiths |
P Griffiths |
March 2003 |
|
19.5 |
Develop
and implement a range of incentives based on best practice that will
encourage private landlords to maintain tenancies that would otherwise be
ended as a result of current market conditions. Review effectiveness and
options annually |
P Griffiths |
P Griffiths |
March 2003 |
|
8.4 |
Through
audit and consultation, commence identifying the key communication needs of
service users during the homelessness process and devise a new communication
protocol that includes clear service standards and regular review of
performance. Identify
the highest priority issues in customer care improvement. Make changes that
will continuously improve standards and measurable levels of customer
satisfaction (Action 7.1) |
P Griffiths |
P Griffiths |
April 2003 |
|
8.5 |
Drawing
on support from the directorate’s communications strategy, commence a
continuous consultation process using service-user feedback, focus groups and
wider public inclusion through corporate communications arrangements. |
P Griffiths |
P Griffiths |
April 2003 |
|
22.1 |
Include
in the Information and Communication strategy a practice guide with the
requirement for stakeholder expectations to be clarified at the outset of the
strategy process and for consultation feedback to be provided, to be reviewed
at each I and C strategy review. |
P Griffiths |
P Griffiths |
April 2003 |
|
8.3 |
Agree
a programme for marketing and publicising the homelessness service through
corporate communications such as Wight Insight and campaigns. Ensure
that housing achieves a higher profile in corporate consultation processes
through the information and communications strategy (Action 22.2) |
P Griffiths & R Mazillius |
|
Sept 2002 |
|
8.2 |
Improve
availability and quality of written prevention and support advice (Action
1.5). Commence continuous revision of leaflets and arrangements for their
distribution (50% of the portfolio within 6 months). Use the resources of the
communications strategy to exploit new forms of access including the internet
and RSLs. High priority will be given to upgrading complaints information. |
P Griffiths |
P Griffiths |
Nov 2002 |
YVONNE MAY
(MANAGER – SUPPORTING PEOPLE)
|
Action |
ACTION TO BE TAKEN |
Who |
Lead |
By/When |
|
6.3 |
FOR
INFORMATION: Merge housing and ‘Supporting People’ services and staff. |
C Waddicor |
C Waddicor |
Dec 2002 |
|
6.2 |
Conclude
arrangements with the Supporting People manager and potential providers to
ensure all SP funded floating support schemes are co-ordinated effectively. |
HoHS & Y May |
|
March 2003 |
|
|
|
|
|
|