management plan launch - west lothian · 2018-06-22 · management plan launch housing, customer...
TRANSCRIPT
Management Plan Launch
Housing, Customer & Building Services
20th June 2018
Kirsty Young Service Development Officer
Alistair Shaw Head of Service
Challenges and Opportunities
Council Priorities
Transforming your Council
• 5 Year Plan
• £65million Savings
• Growth Areas
• Digital Transformation
Kenny Selbie Performance & Change
17/18 Achievements
• Performance - ARC, CSE, WLAMs & Management Plan – several areas of
excellence for HCBS
• Rent consultation & income management support
• Universal Credit Project Planning
• TP – Digital involvement (TIS awards) TLIs & development work
• Systems Development – Total Mobile closure, Insight reporting, repairs
diagnostic for CIS & Objective
• Landlord Registration processes and improvements
• Complaints process – service improvement and timescales
18/19 Priorities
• ARC Improvement
• Digital Transformation Projects
• Universal Credit monitoring and mitigation
• Income management processes
• TP –progress digital engagement, alternatives to involve tenants
• Programme of TLI’s and improvement activity
• OH asset management, repairs diagnostic to tenants portal & asbestos
• Enhance private sector engagement and standards
• Factoring compliance & improvement
Alison Smith Housing Operations
17/18 Achievements
• Launched Tenant Participation Strategy 2017-2022
• Delivered the Income Management Strategy
• Introduced Corporate Debt Approach to all Housing Offices
• Prepared staff for Universal Credit
• Replaced Décor Voucher Scheme with Paint Pack
• Reduced Average Time to Let Property to under 21 Days.
• Let New Build Homes
• Award - Celebrating Success for Week of Action in Mayfield
18/19 Priorities
• Progress with Tenant Participation Strategy 2017-2022
• Let Tenancies efficiently to meet Housing Needs
• Deliver Income Management Strategy & Manage Impact of Universal Credit
• Achieve Budget Savings within SNT Budget through Service Redesign &
partnership working
• Review processes and system for efficiencies
• Work Together
AnnMarie Carr Housing Need
17/18 Achievements
• The Service welcomed a further 4 Syrian refugee families
• Launched Syrian family Tenant Participation Group
• Received Bronze COSLA award – Syrian Refugee Resettlement Programme
• Improved audit and inspection by the Care Inspectorate
• Sustained good performance
• TPAS Best Practice in Involving Customers Award 2017- Homeless Network
Sub group - Runners up
18/19 Priorities
• Digital Transformation Housing Need – Allocations & Homelessness
• Homeless Plan (HARSAG)- Reduce Homelessness
• Common Housing Register – Review
Colin Miller Strategy & Development
17/18 Achievements
• Local Housing Strategy Approved
• 5 Year Housing Capital Programme Approved
• 124 new build completions – up from 105 in 16/17
• 38 buy backs completed – exceeded target of 30
• £10.95million grant spent – exceeded RPA
• 6 sites agreed for future new build programme
• Mayfield upgrade project completed
• 193 RSL houses under construction
18/19 Priorities
• Agree procurement approach for new build
• Achieve target of 590 WLC new build completions – 91 achieved to date
• Complete 41 buy backs – 12 concluded to date
• Spend RPA of £12.174million
• Establish Homes for West Lothian Partnership
• Obtain approval for Affordable Housing Supplementary Guidance
• Update SHIP
• Achieve spend targets for year 1 of Capital Programme
Ralph Bell Customer Services
17/18 Achievements
• Opened new Partnership Centres in East Calder and Linlithgow
• Engaged with communities in Armadale and Whitburn around the
development of their Partnership Centres
• Continued to develop the resilience of community centre management
committees
• Work with third sector heritage organisations to develop a comprehensive
heritage strategy
• Developed a new Customer Services Strategy
18/19 Priorities
• Introduction and implementation of the councils Customer Service Strategy
• Development and delivery of new partnership centres at Blackburn,
Armadale and Whitburn
• Prepare, scope and define a plan for consolidation of Community Centres
• Prepare, scope and define a plan for rationalisation of Customer information
services
Grant Taylor Building Services
17/18 Achievements
• Shortlisted for best performing Building Services in the UK
• Apprentice recognition/developing the young workforce programme
• Successful delivery of the Repairs & Housing Capital Programmes
• Completed launch of the revised housing repair categorisation
• Completed the review of the service planning & administration functions
• Completed training on complaints handling
• Completed a review of the void process with colleagues from within the
service
18/19 Priorities
• Continue to roll out our mobile working solution
• Continue to learn from complaints
• Start to implement revised arrangements to deliver our non housing repairs
• Continue to promote good practice in Health & Safety throughout the
service
• Work with colleagues to develop our IT systems – tenant self service portal
• Start to review the arrangements for out of hours emergency service
• Continue to joint work with internal/external stakeholders
Overview of Homelessness In West Lothian
AnnMarie Carr Housing Need Manager
Purpose of Presentation
• Outline the main challenges in meeting demand for social housing in West
Lothian
• Explain our legal duty to those presenting as Homeless
• Focus on the main challenges facing Homeless Services in meeting this
demand
• Outline West Lothian’s homeless profile
• Outline options to address current issues and address needs longer term
Routes into Housing – Demand Vs Supply
Homeless reasons Breakdown of Housing List
Main Challenges
• Meeting our legal duty to people that are homeless or threatened with
homelessness
• Continuing to deliver good outcomes/person centered approach
• Increasing demand for and cost of homeless services
• Significantly higher level of demand for temporary accommodation versus
the available supply.
• Increasing length of stay in temporary accommodation
• Increasing reliance on Bed and Breakfast and Hotel Accommodation
• Low levels of main stream permanent lets in social rented stock
Main Challenges
• Vulnerability and complex needs of some homeless applicants
• Significantly higher level of demand for temporary accommodation versus
the available supply.
• Changing the mind set/shifting the balance
• Welfare Reform Changes
• Proposed changes in National Approach
Our Homelessness Profile
1364
1530
16/17 17/18
Increasing trends in relationship breakdown violent/ non violent, prison/hospital discharges and other action by landlord
Increasing homeless presentations
Increasing numbers accepted unintentionally homeless
1027
1131
16/17 17/18
Increasing numbers asked to leave. The national average is 25%, WLC is at 59%
792
900
16/17 17/18
Our Homelessness Profile
Single people vs single parents
887 944
296 325
16/17 17/18
Single Single Parents
Increasing demand for Homeless Assistance and emergency and temporary accommodation/ pressures on supply
15 19
156 191
16/17 17/18
B&B TT
Increasing lengths of stays in B&B and TT
Available lets
891
930
16/17 17/18
Our Homelessness Profile
484
677
16/17 17/18
Increasing demand for council and registered social landlord (RSL) housing stock to discharge council’s homeless duty to provide settled accommodation / increase pressure on supply of social rented stock
Discharge duty to local authority dwelling
Discharge duty RSL dwelling
158
159
16/17 17/18
Level of lets to Homeless
61.5%
65.4%
16/17 17/18
Our Homelessness Profile
87%
87%
16/17 17/18
Despite the increased pressure and demand placed on the service the outcomes for households remain positive
Sustained tenancy
Repeat homelessness remains below national 1.7% in 17/18 is only 26 households out of 1530
1.7%
1.7%
16/17 17/18
The Cost Of Homelessness
2016/17
Actual
£
2017/18
Budget
£
2017/18
Forecast
£
2017/18
Variance
£
Reactive Repairs 767,184 525,000 525,000 0
Council tax 330,617 302,000 355,000 53,000
Property Storage 148,900 36,886 159,405 122,519
Equipment & Furniture 287,238 300,000 300,000 0
Homeless Transport 343,426 161,322 366,322 205,000
B&B Costs 696,655 669,000 1,038,610 369,610
Total 2,574,056 1,994,208 2,744,337 750,129
The Cost Of Homelessness
2011/12 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18
£56,711 £166,264 £174,482 £299,366 £661,258 £696,655 £1,038,610
Hotel Budget £669,000
Expected Rent Income £325,251
Expected Housing Benefit Revenue £216,819
Total Revenue Income £542,070
Total £1,211,000
B&B Charging Scheme
B&B Costs
Proposed changes in National Approach
• £50million Scottish Government funding over the next five years to
eradicate homeless and rough sleeping
• HARSAG remit - to provide recommendations on ending homelessness and
rough sleeping and transforming temporary accommodation
• Possible changes in legislation on Local Connection and Intentionality
• Initial recommendations for transition to a rapid re-housing model by
default across Scotland for all groups of homeless people.
• Next step of recommendations to focus on transforming temporary
accommodation due Spring 2018
Options to Address Issues
• Charging for Hotels /B&B
• Review of Allocations Policy
• Develop improved services for Homeless People
• Increase supply of affordable housing provision
• Progress new accommodation provision
• Review Homeless Transport Model/ align with
homeless plan
• Develop recommendations from HARSAG Report
• Temp & Mainstream
• Buy Backs
• New Build Unit
• RSL Partners /PSL’s
• Sharing Space Pilot
• Employability
• Health
• Advice Shop
QUESTIONS Don’t be Shy!
Digital Transformation And You!
Karen Cawte Digital Transformation Manager
Digital is not the new name for IT!
Why are we doing this?
“The way users want to access our public
services has changed, and we need to change to
meet these needs”
24/7/365 access to services
40% outside of office hours
Breakfast 1-2 hrs
Work 8-10 hrs
Evening 4-6 hrs
Commute 1 hr
Laptop, tablet, mobile
Mobile
Desktop, Laptop, tablet, mobile
Laptop, tablet, mobile
Commute 1 hr
Mobile
The way we are using technology is changing
Changing the way we do things
Who has one of these?
Some of the ways our customers communicate
Uptake of internet over time by income group
2005 2012 2015 2016
6-15k 20% 52% 60% 62%
15-25k 42% 78% 80% 82%
25-40k 68% 79% 95% 97%
40k+ 82% 100% 100% 100%
0%
20%
40%
60%
80%
100%
120%
6-15k 15-25k 25-40k 40k+
Why are we doing this?
Digital Leadership
Digital Foundations
Digital Services
West Lothian Digital Strategy
• Digital customers – our customers use digital channels to interact with the
council
• Digital skills – educating and supporting our staff and residents to thrive in a
digital age
• Digital workplace – transforming how we work to deliver more effective and
efficient services
• Digital service design – ensuring our digital ambitions are embedded across
the council
It’s all about the delivery……….
Lets challenge the status quo!
There is a mountain to climb
But we do have a basecamp?
It’s a chance to reimagine and redesign services
QUESTIONS Don’t be Shy!
THANK YOU
AWARD CEREMONY
Recognition of your Achievement
Your Achievement
214 Periodic Inspection & Testing of Electrical Install
M Brannan R Brown
G Cornwall L Forsyth
B Melrose J Nothard
J Swan
Your Achievement
First Aid at Work Includes Initial, Refresher and Training
R Cornwall D Forrester
W Kelly J Brown
T Chapman B Higgins C Smith
H Traynor J McDaid
S Smith W Topping
W McGugan E Orme
C Sutherland J Yule
M MacKenzie S Paterson
Your Achievement
Management Development Programme
J Cavanagh J McGrorty
Your Achievement
Site Management Safety Training Includes SMSTS and SMSTS Refresher
T Chapman L Galbraith
R Green N Akyempim
C Greer D Harris R Evans
B Higgins L Hutchison D Flannigan
W McGugan D McKee
G Mckenzie T Mckeown L Middleton
E Orme B Sangster
J Brown I Forman
D Forrester
M Garland G Jeffrey W Kelly
A Marshall D McCulloch
R Stuart W Topping
L Meek A Milligan G McKee
Your Achievement
WLC Supervisor Development Programme
C Collins I Forman S Hilditch R Stuart
W Topping
J Dykes L Hutchison
G Knox G Maxwell A Milligan
Your Achievement
Adult Support Protection Act - Level 2
L Charnley C Drummond
C Byron-Arnold I Smith
L Hudson D McGowan
Your Achievement
ASIST - Applied Suicide Intervention Skills Training
A Abioye K Anderson P Bestwick
C Byron-Arnold L Charnley L Donnelly
C Drummond
L Grady R Hart
L Hudson S Keast
K Kefferty J McIndoe
Your Achievement
Child Protection Includes Basic, Risk Assessment
K Anderson P Bestwick
C Byron-Arnold A Meek
Your Achievement
MSc Postgraduate in Housing
Courtney Gemmell
Your Achievement
Recognition
Level 2 Gym Instructor – H Traynor SVQ Customer Service Level 2 – C Wainwright PRINCE2 – Foundation & Practitioner – R Downie CIH Level 4 Certificate in Housing – J Reilly CIH Level 4 Diploma in Housing – P Gallacher & P Gordon SVQ 4 Health & Social Care – L Hudson SVQ Level 4 in Management – L Hudson
Your Achievement
Recognition
Adult Support Protection Act Level 1- A Landsdown & Roy Turnbull Adult Support Protection Act Level 2 – S Morrison Professional Development Award in Housing Law Advice – A Buxton
Your Achievement
Congratulations to all of you and your hard work and commitment
to the Service.
BREAK See you soon
BREAKOUTS Tenant Participation
Digital Inclusion Best Practice
AWARD CEREMONY
Going The Extra Mile (GEM)
Going the Extra Mile
Aileen Cochrane
Community Estates Officer Bathgate Area Office
Going the Extra Mile
Caroline Campbell
Housing Analyst Civic Centre
Going the Extra Mile
Lorna Stuart
Customer Service Officer Arrochar House
Going the Extra Mile
Alan Dick
Customer Facilities Officer East Calder Community Centre
Going the Extra Mile
Dean Millar
Customer & Facilities Assistant Lanthorn
Going the Extra Mile
John Brown
Team Coordinator Kirkton Service Centre
Going the Extra Mile
John Duncan
Electrician Kirkton Service Centre
Going the Extra Mile
Lorna MacDonald
Tenancy Sustainment Officer Blackburn Homeless Unit
Going the Extra Mile
Mark McKenzie
Team Coordinator Kirkton Service Centre
Going the Extra Mile
Nikki Buckley
CIS Team Manager Arrochar House
Going the Extra Mile
Nicola Greenhorn
Quality Development Officer [now CEO!]
Armadale Area Officer
Going the Extra Mile
Woody Topping
Team Coordinator Kirkton Service Centre
Going the Extra Mile
Aileen Meek
Community Estates Officer Armadale Area Office
Going the Extra Mile
Heat Teams 1, 2 and 3
Team 1
Bob Robertson Scott Thomson Ian Mowbray John Hutton
Derek Somerville Gary McKee
Taylor McGrorty Jay Marshall Owen Brown
Brian Bray
Team Two
Derek Weir Ben Logan
James Connor John Meichan Nik Anderson Colin Nugent
Hugh Kelly
Team 3
Greig Johnstone Jamie Edwards Jordan Fleming
John Yule Robbie Brown
Going the Extra Mile
Contracts Team A
Barry Higgins Craig Sutherland
Daniel Flannighan Barrie Harrison David Forrester
Andrew Cunningham Charlie Longridge
Going the Extra Mile
Linlithgow Customer & Community Services
Julie Witherwick Lisa Bredin
Moira McHarg Kate Muir Ann Green
Diane Duncan Bernadette Bell
Going the Extra Mile
Frances Eglinton
Quality Development Officer
Going the Extra Mile
Absent GEMs
Dean Miller Craig Pennycook Lorne Rutherford Rochelle Downie Callum McDougal
Craig Smith
Ros Edgar Vicki Thomson Gary Stoddart Ruth Sheridan
Tony Stevenson
Going the Extra Mile
Congratulations to all of you and your hard work and commitment
to the Service.
Alistair Shaw Closing Remarks
THANK YOU The End