Www.south-norfolk.gov.uk. LEAN systems review Housing Register: Application and assessment process Annual review process

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LEAN systems review

Housing Register:

Application and assessment process

Annual review process


Background

• LEAN systems review pilot for the council • Overriding need to reduce council expenditure• Desire to start exploring more freedoms under Localism

Bill• Funding achieved to pay consultants to train project

team and be involved in the review• Review carried out Feb – March 11


Methodology

• Considered customer expectations of the service• Process mapped systems and processes – project team and

then whole team• Highlighted obvious ‘issues’• Agreed data required to evidence or show issues• Collated existing data and set up some daily monitoring• ‘Brainstormed’ ideal future state• Proposed and mapped realistic future state• Pulled out implications for consideration• Estimated cost of new processes and subsequent savings


The current process

As is process map – housing register

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a

dvi

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tion

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pp

ort

Ho

me

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ss

off

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Customer contacts - service F2F, phone, email

Advice and steer most appropriate

method

Advise online or send form

Customer completes online

form or paper based

Receive paper and check not duplicate and

complete

Enter onto online system and file

paper copy

Ring applicant and fill in gaps

Is it complete?Approve

onto Abritas/IBS

Online

Paper

Y

Assign to other council?

N

YAssign to

other council

N

Hou reg 2


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ne

ss

offi

cer

Ho

me

optio

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sup

port

Ho

usin

g

adv

isor

Cu

sto

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Duplicate?

Reject and treat as an

update

Import from Abritas to IBS

New information –

print form

Update, change IBS

and reassess band

Match person and address

reference

Receive OLAF list

Assess against policy

Y

N

No change

Change

If change in circumstances 1.verify details

2. proofs3. inform change of band

Delete

Eligibility check – immigration status

Y

Eligible?Inform customer

and cancel application

N

Adequate information?

YDecide banding

Request info –customer or 3rd

party (Drs, landlords,etc)

N

Hou reg 3


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ficer

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su

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advi

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Cus

tom

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Complete IBS attributes (PPGC

code)

Do you want to be on >1 register?

Y

N

Send email to Norwich City and

Broadlands

Customer receives notification that active on

register

Mail merge and letter to customer

Sub regional

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Email received option inbox

Update IBS with band

Receive application and

bandingAdd to IBS

Cross LA duplicates –

review and decide primary

Band

Add.Is it add or

band

Annual review – monthly run

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adv

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Cus

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Run report to see who needs review

if >1 year

Generate mail merge – change in circumstances and

satisfaction

Send – sort post

Customer receives

Re-registered

2nd letter sent and cancellation letter

Customer receives

cancellation letter

Response

No response

Change of circumstances?

Send change of circs or

update formY

Complete change of circs form or

update

Receive and re-assess against policy

File re- registration

form

Respond?

Y

Reactivates registration

Housing registration process

Sub regional process Annual review process


Some identified ‘issues’

High volume of applications• Numbers doubled since CBL launch 2007• (1 March 2011) 8,000 applications – 5,000

administered by SNC with 3,000 by NCC & BDC• 70% of applications have little or no housing need• Each require staff time of 25 mins – 3 hrs• Each application incurs non-staff costs of printing and

postage• 10% of applicants successful in bidding each year


Identified issues cont.

Inadequate info from customers at application• Reason 1: paper applications incomplete• Reason 2: IT system ‘loses’ data when imported from

online application form• Not all IT fields mandatory• 70% of applicants need to be re-contacted for

additional or repeat information• Average time taken = 10 mins• 70% in 2010 = 245 hrs


Identified issues cont

Non-bidders• Over 52% of existing applicants have never bid for a

property• 80% of non-bidders are in Low Need band• Oldest ‘non-bidder’ application dates to 1968• Customers believe they are accumulating priority• Resources used to process and re-register

applications who are inactive


Identified issues cont.

Annual review process• In 2010 sent 7,362 letters to update and ‘re-register’

existing applications• 41% did not respond and sent follow-up letter, stating

application cancelled• 5% of these responded and application reinstated• Estimated cost of this process annually is £10k


Identified issues cont

Medical assessments• 13 per month in 2010• 32% lead to banding increase• 45 minutes for each assessment• Forms rarely provide the info required• Customers ‘chase’ priority and believe completion of

form will give priority


The dream future

Housing registration process

Annual review process


Main proposed changes

Considered restricted access to the housing register• Dependent on Localism Bill• Retain access and existing assessment policy for existing

priority categories (Emergency, Gold, Silver and Bronze) • Include sheltered hsg applications• Include transfer applications to ensure bidders for potentially

‘hard to let’ properties• Agree local needs housing prioritisation policy

However, probably not going to implement this.



No customer self-application• No online application• No application forms

Introduce pre-assessment / screening• At first contact establish likely housing need?• No = provide advice and realistic expectations. If still

wish to register, basic details only, no verification.• Yes = make interview appt and inform of info

required. Make own enquiries.



Assessment and housing options interview• Call day before to ensure attendance and all

evidence/info available. If not, cancel appointment.• Using all requested info, interview and give housing

options.• If housing need, make banding assessment. • Input data straight onto system,• Provide bidding ref. number and email scheme guide

and letter (or print if necessary).



Cancel non-bidders at annual review• Inform of this at interview• If wish to apply again follow same initial process

Cancel Low Need applications after 1 year• Inform of this at interview• If wish to apply again follow same initial process


What should the outcomes be?

• Simpler, stronger system• Better focus on and interaction with customers• Customer expectations managed better• Fewer applications to the housing register• Focus of resources on those in need• Reduced staffing costs• Reduced cost of administration (= financial savings)


Implications to consider

• Change in policy could be dependent on Localism Bill• Change in policy requires extensive consultation• Need to ensure application decisions are

communicated legally, with right to review• Partners may not want to work in the same way –

what would this mean for the partnership?

Documents

Www.south-norfolk.gov.uk. LEAN systems review Housing Register: Application and assessment process Annual review process