Presentation by

Sam Parry - Housing Services Manager

Martin Cooil - Housing Partnerships Manager

Contents • Background

• Homelessness Options Appraisal

• Governance

• Services provided by Conwy Housing Solutions

• Outcomes

• Feedback

• Looking forward

Background – The Challenges

• Poorly performing service in some areas

• Lack of social housing

• Welfare Reform

• Current economic climate

• Changes in legislation

• Financial climate

Homelessness Service Options Appraisal

• Post stock transfer • In house v contract out? • Conclusion

• Experience in England not good • Not an option to do nothing • Opportunity - Partnership

• Recommendation: • Provide a modernised housing options service in-house (including

the development of a Social Lettings Agency and an opportunity to work in partnership with Cartrefi Conwy)

Vision

Conwy Council Homelessness Review 2012 Options Appraisal Recommendation

Working in Partnership

• Better customer experience

• Increasing size of the PRS

• Co-location

• Shared IT systems

• Sharing and better use of expertise and skills

• One Stop Shop

Governance

• Joint Management Board meets quarterly - made up of Senior Officers from CCBC and Cartrefi Conwy plus Portfolio Member and Board Member

• Developed a Vision and Values for the joint service

• Responsible for Service Development and Improvement for Conwy Housing Solutions

• Monitoring of Performance across the new shared service – a Range of KPI’s

Homefinder

•Common Waiting List enquiries / applications

•Housing Options Advice

•Access to social housing

Homeless /Prevention

•Housing options advice

•Homeless prevention

•Homeless presentations

Tenant Liaison

•Housing related support to tenants

•Support to landlords

Lettings & Property Management

•Landlord Services

•Access to private rented sector

•Management of private sector leased accommodation

Location, Location, Location

• Single point of contact at 41, Conway Road, Colwyn Bay

• Central

• Conwy CBC and Cartrefi Conwy staff

• CAB Worker

• Open and welcoming reception

• Self Serve Internet Kiosk

Location, Location, Location

Landlord Offer

Service free Let Only - £200 Rent Collection – 10% of rental

amount each month

Fully Managed – 12% of

rental amount each

month

HB direct payment ( changes may occur with

UC)

Tenants assessed and waiting

Advice and assistance from the first day you

speak to us

Landlords - “We have a range of services we can offer you”

And this is just for starters if you are interested come and talk to us!

All of our landlords will benefit from the close relationship we have with Council Departments including Home Improvements and Housing

Enforcement. We can help you to understand the rights and responsibilities of landlord and tenants in a growing and changing market.

Service free Let Only - £200 Rent Collection – 10% of rental

amount each month

Fully Managed – 12% of

rental amount each

month

Property checks to HHSR standards

Support for your tenants in their new home

A property appraisal and rental valuation

A vetted tenant

Full written and photographic inventories/

schedule of condition of the property

The tenancy agreement

Setting up secure rental payments by direct

transfer

Registration of the deposit

Arrange for EPC certificates if required (

additional but very competitive charge)

Collect the rent and monitor the account

Notify you of any arrears and negotiate rent

arrears payments with tenants

Service free Let Only - £200 Rent Collection – 10% of rental

amount each month

Fully Managed – 12% of

rental amount each

month

Provide all correspondence regarding the

rental account to your tenant

Take all steps to end the tenancy if the rent

account falls in to arrears

Inspect the property every 6 weeks initially

and report back to you

Provide 24 hour telephone contact for your

tenant (OOH for emergencies only)

Deal with all enquiries from the tenant in

the first instance

TITLES

Handle all reports of disrepair and co-

ordinate repairs if required

24 hours urgent repair response ( we will

make safe and recharge you

Manage any potential or actual breaches in

the tenancy agreements

Discuss options to manage the tenancy with

you if required

Take all necessary steps to end the tenancy

as required

Outcomes

• Costs of emergency accommodation • 48% reduction on previous year

• Length of time spent in emergency accommodation • 48% reduction on previous year

• Average length of time from presentation to discharge of duty • 49% reduction on previous year

• Footfall • Approx 5000 visits and requests for a wide range of Housing Solutions, Council and

Cartrefi Conwy services.

Outcomes

• Increase in numbers of households discharged into the PRS and Social Housing

• Equal Ground Standard – self assessment completed

• Improved quality of service for customers / job satisfaction for staff

2012-13 Annual 2013-14 Annual 2014-15 Annual Accepted an offer of accommodation through the allocation scheme 35 25 110

Discharged to the private sector 40 30 65

Feedback

“Since we all moved into the new office, the job is so much more rewarding. I have access to so much information and lots of colleagues who can help me offer the best service possible. We’ve had some great away days and joint training events and we’re all working really well together. Customers find it so much easier to find us and to get the help they need now. We want the best for our customers and that’s what we all aspire to”.

Helen Thorneycroft, Housing Solutions Officer, Conwy County Borough Council

Feedback

“I was served notice by my landlord and was in a bit of a panic as I didn’t have savings for a deposit, or rent in advance. The staff at Conwy Housing Solutions helped me find a private rented property and helped me secure rent in advance and a deposit. From the outset they were kind, courteous and empathetic towards me”

Customer Statement

Feedback

“I became homeless unexpectedly after losing accommodation tied to my work. It was a really stressful time for me but everyone in the Conwy Housing Solutions were so helpful. They found me and my daughter temporary accommodation and within 6 months I had an offer of a property with Cartrefi Conwy. I cant thank them enough”.

Homeless Customer

Feedback

“Engaging with independent & impartial organisations, Conwy Housing Solutions are leading the way in playing to the individual strengths & competences of its partners both strategically and operationally, to collectively champion the preventative agenda through a multi agency approach which strives to achieve improved outcomes for homeless individuals & their families”.

Gwyneth Millington, Chief Executive Officer, Conwy District Citizens Advice

Looking forward

• Single Accountable Manager

• Developing a Continuous Improvement Culture

• Broadening the Conwy Housing Solutions Partnership • Creating Enterprise

• Working more closely with Shelter

• Transitional Funding

• Aspiration to develop a Social Enterprise Model for the emerging Social Letting Agency

• Reviewing conwyhousing.co.uk

Contact details:

41 Conway Road, Colwyn Bay, LL29 7AA

0300 124 0050

conwyhousing.co.uk

Helping you to find the solution

Thank you – Any questions