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Today’s Rent First Masterclass presenters

Services for Communities Rents Masterclass Housing Management Efficiencies Network 23 rd November 2010. Kevin Robertson, Business Manager, Senior Management Team, Services for Communities Stuart Orr, Revenues and Debt Manager, Service Support Unit, SfC

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Today’s Rent First Masterclass presenters

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  1. Services for Communities Rents MasterclassHousing Management Efficiencies Network23rd November 2010

  2. 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 Today’s Rent First Masterclass presenters

  3. Rents Masterclass – Programme

  4. Services for Communities The Service Model

  5. Services for CommunitiesThe Neighbourhood Model

  6. Housing and Regeneration The Service Model

  7. Housing and RegenerationThe Service Model

  8. Housing and RegenerationThe Neighbourhood and Housing Stock

  9. Rent Collection ServiceNeighbourhood & Support Services

  10. Rent Collection ServiceStaff Configuration, Generic/Specialist

  11. Performance

  12. Performance

  13. Performance

  14. 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

  15. 1st Strategy 2003 -2006 Performance Performance Performance Nod to social inclusion 2nd Strategy 2008 – 11 Informed by review of 1st and focussed research Ambition the mission Rent First is born Strategy

  16. 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 2008 -11

  17. 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 2008 -11

  18. 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

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

  20. 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 actiontaken 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

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

  22. M I Lunch

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

  24. Staff

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

  26. 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 2nd strategy reflections

  27. 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

  28. 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

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