1
Scottish Social Housing Charter self-assessment of 2015/16
performance
Outcome
Total
Outcome 1 - Equalities 0 1 0 0 0 1
Outcome 2 - Communication 0 3 0 0 0 3
Outcome 3 - Participation 0 1 0 0 0 1
Outcome 4 – Quality of Housing 0 2 0 0 0 2
Outcome 5 - Repairs, Maintenance 3 2 0 0 0 5
Outcome 6 – Estate management/ASB 0 1 0 0 0 1
Outcome 7,8,9 – Housing Options 0 2 0 0 0 2
Outcome 10 – Access to housing 0 2 0 0 1 3
Outcome 11 – Tenancy sustainment 0 4 2 0 1 7
Outcome 12 – Homeless people 0 5 2 0 0 7
Outcome 13 – Value for Money (rents) 6 4 1 1 0 12
Outcome 13 – Value for Money (voids) 3 3 7 0 0 13
Outcome 14,15 – Rents/service charge 0 1 0 0 0 1
Outcome 16 – Gypsy / Travellers 0 2 2 0 0 4
Overall 12 33 14 1 2 62
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Outcome 01 - Equalities
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Implement proposals in SHR report on use of equalities information
31-Oct-2017
Graham Watters
2
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Outcome 02 - Communication
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Carry out comprehensive Tenant Satisfaction Survey to inform service delivery and improve satisfaction levels
28-Feb-2017
Action on track - two of the five milestones have concluded and the remaining three will be delivered within agreed timescales.
Participate in Scottish Housing Regulator (IPSOS MORI) review of tenant satisfaction methodology
30-Apr-2016
Yes WDC Contribution helped shape delivery of new technical guidance
John Kerr 2
Prepare 2016 Tenant Satisfaction Survey in partnership with tenants
31-Jul-2016
Yes Focus on value for money and involvement in decision making agreed
Carry out required fieldwork compliant with new SHR technical guidance
31-Oct-2016
Yes Fieldwork has been completed and report is currently being developed.
Analysis and Publication of Tenant Satisfaction survey responses
31-Dec-2016
No Results will inform Improvement Actions
Development of Improvement Action Plan and report results to Housing and Communities Committee in February 2017
28-Feb-2017
No
Review and update housing content on WDC website
31-Mar-2017
Jane Mack
Review approach to customer satisfaction and make proposals for improvements
31-Jan-2017
Review methodology and tool used to collect data in conjunction with servcie areas
31-Dec-2016
No
Kathryn Kelly
Make proposals for improvements to apporach to Customer Satisfaction point of servcie surveys
20-Jan-2017
No
Seek HIB approval for review of approach and improvement actions
31-Jan-2017
No
3
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Outcome 03 - Participation
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Refresh tenant participation strategy including new updated action plan
31-Mar-2017
Carry out pre-consultation work - desktop review of best practice, presentation/info session to WDTRO, information on Web and Housing News
11-Nov-2016
Yes Milestone complete
Jane Mack Carry out main consultation and produce draft strategy
23-Dec-2016
No Consultation on-going
Seek feedback on draft and finalise strategy with HMT approval.
31-Dec-2016
No
Paper to February Housing and Communities Committee
01-Feb-2017
No
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Outcome 04 - Quality of housing
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Deliver refreshed Housing Asset Management Strategy
28-Feb-2017
Review of Housing Asset Management Strategy
31-Aug-2016
Yes Will report to Housing and Communities Committee in August
John Kerr 2
Refresh of Housing Asset Management Strategy
31-Dec-2016
No Milestone is inclusive of development and consultative processes
New refreshed HAM Strategy submitted to Housing and Communities Committee for approval
28-Feb-2017
No
Carry out the demolition
31-Mar-2017
Establish phased programme of demolition for surplus stock
30-Sep-2016
Yes Jackie Gallen
4
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
programme of surplus stock
Prepare Communication Strategy
30-Sep-2016
Yes
Carry out demolition programme within agreed timescales in 2016/17
31-Mar-2017
No
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Outcome 05 - Repairs, Maintenance and Improvements
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Reduce the average number of days to carry-out non-emergency repairs
31-Mar-2017
Action on track This action has 5 milestones, 4 of which have been completed
Review performance on average length of time taken to complete non-emergency repairs
29-Apr-2016
Yes The review on the average length of time taken to complete non-emergency repairs has been completed by responsible officers
Martin Feeney
Carryout a validation of 2015/2016 non-emergency repairs performance with Scottish Housing Network (SHN) Associate and develop improvement recommendations
12-Aug-2016
Yes Building Services Officers and SHN associate reviewed non-emergency repair performance and identified some issues with repairs
categorisation and data reporting and an improvement plan was developed
Develop a corrective action plan and strategy to improve performance on average time taken to complete non-emergency repairs
28-Oct-2016
Yes Corrective strategy agreed and plan to be rolled out to teams.
Review appointment processes to ensure all appointable work is appointed and recorded on systems
28-Oct-2016
Yes Procedures have been reviewed and staff briefed to ensure the maximum number of appointments are
5
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
recorded on systems ahead of new IHMS implementation.
Monitor progress to ensure actions are improving performance
31-Mar-2017
No
Develop planned cyclical maintenance programmes for 2015-16 and onwards
31-Mar-2016
Cyclical maintenance programmes have been developed some of which are statutory requirements, but others like close painting, gutter cleaning etc. are being carried out some in consultation with the WDTRO
Martin Feeney
Develop and implement improvement plan based on recommendations of ARC Validation Report
31-Mar-2017
Action on track This action has 4 milestone of which 3 have been completed
Review appointment process to ensure tenants are provided with an appointment for work all that can be appointed, work is completed as arranged and is accurately recorded on systems
01-Jul-2016
Yes Procedures have been reviewed and staff briefed to ensure the maximum number of appointments are recorded on systems ahead of new IHMS implementation
Martin Feeney
Develop an improvement plan based on the recommendations of ARC validation report
29-Jul-2016
Yes Improvement plan developed and rolled out to teams
Review procedures on average length of time taken to complete non-emergency repairs ensuring only legitimate repairs are included in the category and all discounts days are applied
26-Aug-2016
Yes Teams briefed on new processes and data at year end will be extrapolated from systems to ensure accurate performance is being reported for full year
Continue to review performance on all ARC
indicators ensuring all
31-Mar-2017
No
6
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
recommendations are fully reflected in reported performance
Develop and implement improvement plan based on Customer Satisfaction survey of Building Services
31-Mar-2017
Action complete Actions in the improvement plan are being implemented addressing poor areas
of performance as identified by housing tenants in the customer satisfaction survey completed early 2016; these will take time to imbed and may not be evident in ongoing customer satisfaction surveys as these are already reasonably good. The next extensive customer satisfaction survey is due to be completed in early 2019 (every 3 years) when the full understanding of improvements will be evident.
Review final report and identify improvements
29-Apr-2016
Yes
Martin Feeney
Establish short term workgroup to discuss and agree areas for improvement
27-May-2016
Yes
Rollout improvement plan across service
30-Sep-2016
Yes
Review and update repairs policy / categories (take into account complex repairs referred to in Charter)
31-Mar-2016
Martin Feeney
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Outcome 06 - Estate Management, Anti Social Behaviour, Neighbour Nuisance and Tenancy Disputes
7
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Improve rates of Customer Satisfaction with Anti-social Behaviour Service
31-Mar-2017
Ensure there is clarity with all aspects of investigation from start to finish and our customers are fully aware of our legal route and position at all times
01-Aug-2016
Yes
Scott McLelland
Increase availability for face to face interviews with
complainants and supportive measure to these complaints
01-Aug-2016
Yes
Increase joint interview practise with Police Scotland to perpetrators for quick intervention measures and collective approach to tackling ASB and update customer on outcome of this via letter
01-Jan-2017
No Ongoing – Meeting has been arranged with both Police Scotland and ASIST for 20/12/2016 – on target.
In house Training to be planned and commence date September 2016
28-Feb-2017
No Co-ordinator for ASB will deliver training on a number of service practise changes February 2017
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Outcome 07, 08 & 09 - Housing Options
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Develop and implement a robust Housing Options Framework
31-Mar-2017
Action will commence on completion of the Housing Service restructure. The Homelessness and Homelessness Prevention Co-ordinator will lead in terms of development
HMT approval for the delivery of Housing Options Framework
30-Jun-2016
Yes Scoping papers presented and agreed by HMT
John Kerr 2
Housing Services Workshop to be held to assist in the development of a Housing Options Framework
31-Dec-2016
No Action being progressed through Homelessness workstream
Delivery of Housing Options Framework
31-Mar-2017
No Additional Milestones will be added after delivery plan has been agreed
8
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Increase the use private sector lets as a sustainable outcome for homeless households
31-Mar-2017
Discussions have taken place as to how we can maximise the use of the private rented sector. The Rent Deposit/ Guarantee scheme will be promoted at the next Private Landlords Forum on 28 January. However, the restrictions on Housing Benefit entitlements further restrict the affordability of this option
Review and update the Rent Deposit Scheme leaflet, highlighting eligibility, benefits of scheme and the private sector as an outcome
31-Dec-2016
No
Joanne Martin
Develop and implement processes whereby information about available
properties can be assessed easily.
20-Jan-2017
No
Promote Rent Deposit Scheme to customers where this is identified as potential sustainable option
31-Jan-2017
No Plan to introduce a first contact letter to advise customers of turnover / demand in preferred areas and to highlight Rent Deposit Scheme as an option.
Promote Homeless Service and Rent Deposit Scheme at landlord forum with aim of increasing landlords to take part in Rent Deposit Scheme and market their properties
31-Mar-2017
No
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Outcome 10 - Access to Housing
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Review and update Housing Allocations Policy
01-Nov-2017
Detailed timeline for this action has been produced.
Carry out pre consultation work
30-Nov-2016
Yes Milestone complete
Kathryn Kelly
Produce draft policy for wider consultation
30-Jun-2017
No In progress - staff working group meeting regularly and draft policy being developed. Feedback from initial survey of tenants, staff and key stakeholders will then
9
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
feed into draft. Regular updates being provided to Housing Improvement Board.
Carry out main consultation and HMT approval
30-Sep-2017
No
Report to November 2017 Housing and Communities Committee seeking approval for new Allocations Policy
01-Nov-2017
No
We will improve the information we provide in relation to annual letting activity in order to increase awareness of accessible housing stock
31-Mar-2016
Myra Feeney
Develop and implement process to direct transfer applicants to Homeswapper / mutual exchange
31-Dec-2016
Myra Feeney
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Outcome 11 - Tenancy sustainment
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Increase tenancy sustainment performance in 2016/17 set against end of year 2015/16 baseline figure
31-Mar-2017
Andy Cameron
10
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Reduce the number of terminations received in 2016/17 for non-positive reasons set against end of year 2015/16 baseline figure
31-Mar-2017
Andy Cameron
Reduce number of abandoned houses in 2016/17 set against year-end 2015/16 baseline figure
31-Mar-2017
--review first abandonemt notice procedure at syustainment working group
09-Nov-2016
Yes
Andy Cameron
roll out new process for first abandonment notice to all staff
21-Nov-2016
Yes
--New Milestone-- No
Develop additional pre tenancy initiatives aimed at improving tenancy sustainability
31-Mar-2017
review new tenant form 30-Nov-2016
No
Myra Feeney
--consult staff and implement new process
31-Jan-2017
No
develop processes with homeless to have a handover from temp to new tenant
20-Feb-2017
No
Review New Tenant Visit process
31-Mar-2017
No
Develop referral processes to HSCP to support tenants at risk of failing in their tenancy
31-Mar-2017
--GIRFEC training for all Housing Officers
17-Mar-2016
Yes
Myra Feeney
--arrange staff awareness training on vulnerable adults to be delivered by HSCP staff
18-Oct-2016
Yes
--detailed awareness training on vulnerable adults for team leaders to be delivered by HSCP 2 sessions 10th Jan and 14th March
14-Mar-2017
No
--New Milestone-- No
Develop and implement outcome
31-Mar-2017
-meet with WDC scrutiny panel to brief them on NTV
09-Dec-2016
No Myra Feeney
11
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
based method of recording new tenant and annual visits
process and proposed changes
--Develop new form for NTV and incorporate annual visit questions
14-Dec-2016
No
--consult with staff to roll out new process
28-Dec-2016
No
--Roll out new form and process to all staff
18-Jan-2017
No
--roll out new process 31-Jan-
2017 No
--review process 31-Mar-
2017 No
--New Milestone-- No
Review and update abandonment procedure
31-Mar-2017
make suitable changes to process to ensure all investigations have been rigorously ehhausted and rollout to staff
21-Nov-2016
No
Myra Feeney
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Outcome 12 - Homeless People
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Review and refresh West Dunbartonshire Homelessness Strategy
28-Feb-2017
H&E/2016/HDH/07 Identification of Homelessness as a key theme within LHS
30-Jun-2016
Yes Homelessness confirmed as key theme within new LHS
John Kerr 2
Review of current Homelessness Strategy which covers period 2013-2016
30-Sep-2016
Yes Current Homelessness Strategy has been reviewed and actions identified that will be carried forward as part of refreshed strategy.
Consultative Draft produced and completion of consultative
31-Dec-2016
No Consultative period will last for an 8 week
12
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
period period - Operational Team Leaders will facilitate staff feedback.
Delivery of new Homelessness Strategy (Committee approval)
31-Jan-2017
No To be submitted to the Housing and Communities Committee in February
2017
Carry out detailed analysis and develop and implement interventions aimed at reducing level of repeat homelessness
31-Dec-2016
Action on track. Targetted approach and strengthening of management arrangements and operation processes has had an early positive impact and resulted in an drop in the repeat homelessness rate from 10.5% in Q1 to 6.3% in Q2 (a reduction of 40%). 6 of the 11 milestones
relating to this action have been implemented and the remaining 5 will be completed within timescales with the aim of ensuring sustained improvement.
Service area workshop held to inform development and service planning
31-May-2016
Yes Workshop session led by Homelessness team held in early May.
John Kerr 2
Review Risk Assessment and Risk Management Plans to ensure that repeats are flagged up, exploration with client reasons for repeats, actions to avoid future repeats.
31-Aug-2016
Yes Milestone complete. Risk assessment and management plans have been reviewed and staff have the reviewed documents. Workstream group has implemented a number of performance improvement actions.
Review analysis of repeat homelessness for 2014-15 and 2015-16, including those households housed in permanent accommodation, write up findings and review actions
30-Sep-2016
Yes Action completed
Review processes to keep risk group cases open where there is loss of contact (e.g. prison, domestic abuse etc), case workers who dealt with client on first presentation pick up repeat cases to ensure consistency.
30-Sep-2016
Yes Milestone implemented - will result in improvements in service delivery
Identify good performing LAs
using benchmarking
31-Oct-
2016
Yes Good practice
identified, proposals
13
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
information and identify any good practice that can be adopted in relation to reducing repeat applications.
made and implemented. This includes more in depth checks prior to closing cases due to loss of contact and more awareness of repeat applications as households present for assistance to ensure previous outcome is discussed and lessons learned in terms of the sustainability of this outcome.
Audit following processes following recent review 1) process to keep risk group cases open, 2) process relating to risk assessment and risk management plan.
30-Nov-2016
Yes Action complete
Ensure completion of actions identified from staff workshop.
30-Nov-2016
Yes All actions now incorporated within milestones
Ensure repeat cases are highlighted to support projects and explore closer working arrangements to spot early warning signs and avoid future repeats
30-Nov-2016
Yes Information now included in referral and risk assessment.
Concept of Sanctuary housing agreed as beneficial. KS & LP to identify 2 properties and this will be costed prior to agreeing client group this will be trialled with.
31-Dec-2016
No
Delivery of Action Plan 31-Dec-
2016 No Action Plan attached
ensuring clear and achievable timeframes
Identification of resources to 31-Dec- Yes Sanctuary and Housing
14
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
deliver new models of service provision
2016 First models in development. This has been completed and addressed as part of new Homelessness Strategy.
Identify and resolve weaknesses in relation to reporting the provision of temporary accommodation
31-May-2016
Action completed - Analysis identified
areas for improvement which were introduced at once, this has had a positive impact on customer service and the provision of temporary accommodation to the most vulnerable members of our communities.
Detailed analysis carried out on homelessness decisions
30-Apr-2016
Yes Analysis completed and changes to
recording implemented immediately resulting in positive results
John Kerr 2
Implementation of new system
30-May-2016
Yes Service changes all implemented across both homelessness area teams
New ways of working introduced
31-May-2016
Yes Following analysis improvements to service delivery were introduced
Increase % of cases being assessed within 28 day target
31-Mar-2017
Reports on Repeats and Cases over 28 days will be provided by KS & LP prior to quarterly performance meeting.
advise caseworkers that quarterly report of cases over 28 days will be discussed at quarterly performance meeting
Yes
Joanne Martin
produce a quarterly report for own service area and include reason for 28 target not being met
Yes
relevant improvement actions identified and caseworkers advised to implement. These actions to be included in report discussed at quarterly performance meeting
Yes
Develop temporary accommodation quality standard
31-Mar-2017
Develop and initiate programme to carry out repairs / works to homeless units in poorest condition.
30-Sep-2016
Yes programme developed and will be on-going to ensure condition of units meet minimum standards required
Jennifer MacMahon
15
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Review existing standards to ensure that they meet new legislative and good practice guidance
31-Oct-2016
Yes Milestone complete - standards reviewed and will be publicised via website and in all temporary accommodation.
Review customer feedback relating to quality of
temporary accommodation
30-Nov-2016
Yes Milestone complete - refusals of temp have
been analysed and this will be considered alongside refresh of modelling exercise. Additional opportunities for customer feedback have been added survey question regarding quality of accommodation.
Carry out consultation with operational management on new draft standards based on draft standards and customer feedback
31-Dec-2016
Yes Milestone complete - this fed into new standards.
Carry out a costing exercise to implement new temporary accommodation standards
31-Mar-2017
No
Put in place one year contracts for Residential Housing Support Provision
31-Mar-2017
Committee Paper seeking approval for direct award for residential housing support agreed on 3rd August.
Meet with blue triangle and action for children to discuss interim SLA
31-Oct-2014
Yes
Joanne Martin
Development of Tender Strategy Document, Terms and Conditions and Service Specification
31-Jan-2017
No All documents currently in draft form – joint working with Legal Services and Procurement.
Sign off yearly contracts with Residential Housing Support Providers
31-Mar-2017
No
Increase the use private sector lets
31-Mar-2017
Discussions have taken place as to how
Review and update the Rent Deposit Scheme leaflet,
31-Dec-2016
No Joanne Martin
16
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
as a sustainable outcome for homeless households
we can maximise the use of the private rented sector. The Rent Deposit/ Guarantee scheme will be promoted at the next Private Landlords Forum on 28 January. However, the restrictions on Housing Benefit entitlements further restrict the affordability of this option
highlighting eligibility, benefits of scheme and the private sector as an outcome
Develop and implement processes whereby information about available properties can be assessed easily.
20-Jan-2017
No
Promote Rent Deposit Scheme to customers where this is identified as potential sustainable option
31-Jan-2017
No Plan to introduce a first contact letter to advise customers of turnover / demand in preferred areas and to highlight Rent Deposit Scheme as an option.
Promote Homeless Service and Rent Deposit Scheme at landlord forum with aim of increasing landlords to take part in Rent Deposit Scheme and market their properties
31-Mar-2017
No
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Outcome 13 - Value for Money
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Rent Collection work-stream
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Implement Rent Collection Action Plan and improve performance around rent arrears
31-Mar-2017
On track. Commence work stream for Rent Collection and produce refreshed rent collection action plan with agreed performance targets
31-Jul-2016
Yes Terms of reference for work-stream have been agreed, working group has met and refreshed action plan has been developed.
Andy Cameron
Agree process to monitor the 31-Aug- Yes Implementation of
17
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
implementation of Rent Collection action plan / work-stream.
2016 action plan / work-stream will be monitored monthly at the Housing Improvement Board.
Implement agreed action plan and add additional actions as appropriate
31-Mar-2017
No
Set and monitor local geographical targets for rent collection
31-Aug-2016
All CDO have local targets and additional targets set via Wards. If targets are achieved then overall WDC target will be achieved.
Monitor rent collection performance by officer patch against agreed targets
31-Aug-2016
Yes
Andy Cameron; Ryan Chalmers
Report rent collection performance by geographical area at monthly performance meetings of geographical housing teams
31-Aug-2016
Yes
Set local geographical targets for rent collection by officer patch in conjunction with colleagues in Finance
31-Aug-2016
Yes
Engage One Stop Shop and Customer Contact staff in "Rent First" Strategy
31-Oct-2016
Brief Contact Centre staff on Rent Campaign and key messages so that appropriate advice is provided and
signposting to CDO / HO is carried out at earliest opportunity.
31-Oct-2016
Yes Met with Stephen Daly and agreed actions required at stage 1 of
implementation for OSS and Contact Centre would be limited. Having completed local ward 5 analysis agreed that engagement would be an initial focus by finance and housing staff taking actions in the first instance. Agreed staff brief not required at this stage of campaign.
Andy Cameron
18
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Engage Communities Staff in Rent First objectives
31-Oct-2016
Brief Communities staff on Rent Campaign and key messages so that appropriate advice is provided and signposting to CDO / HO is carried out at earliest opportunity.
31-Oct-2016
No
Andy Cameron
Introduce the use
of "Intention to Pay" proforma ahead of new tenant visit
31-Jul-2016
This was introduced in
July as planned.
Ryan Chalmers
Undertake Cost/Benefit analysis in relation to recovery activity
(WDC v Sheriff Officers) and prepare report with recommendations for HIB
31-Mar-2017
discussions with debt partner around cost/benefit analysis required
31-Aug-2016
Yes
Andy Cameron; Ryan Chalmers
cost/benefit analysis carried out
31-Oct-2016
Yes
recomendations forwarded based on cost/benefit analysis
01-Feb-2017
No
Implement Rent Collection campaign by Ward: Initial phase to be concluded by 31 March 2017
31-Mar-2017
Agree process to carry-out evaluation of impact of campaign (length of time to measure impact, arrears
before and after, referrals to W4U).
30-Sep-2016
Yes Process agreed to monitor impact of campaign - number of cases, number of
repayment arrangements and level of arrears will be recorded prior campaign starting, then a month after campaign rolled out in each patch and then 3 months after end of campaign.
Andy Cameron
Roll out Rent Collection campaign in Ward 5 : Clydebank Central
01-Nov-2016
Yes campaign rolled out in Ward 5
Roll out Rent Collection campaign in Ward 6 : Clydebank Waterfront
01-Dec-2016
No
19
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Roll out Rent Collection campaign in Ward 3 : Dumbarton
01-Jan-2017
No
Roll out Rent Collection campaign in Ward 2 : Leven
01-Feb-2017
No
Roll out Rent Collection campaign in Ward 1 : Lomond
01-Mar-2017
No
Roll out Rent Collection campaign in Ward 4 : Kilpatrick
31-Mar-2017
No
Review debt recovery processes to ensure maximum efficiencies
31-Dec-2016
review working practices of teams
30-Jun-2016
Yes
Ryan Chalmers
Streamline processes 30-Jul-
2016 Yes
Carry-out debty analysis 31-Jul-
2016 Yes
Implement changes following analysis
30-Aug-2016
Yes
Introduce targets for staff, including monitoring/feedback
31-Aug-2016
Yes
Consider new technologies 31-Dec-
2016 Yes
Engage W4U staff in "Rent First" Strategy
31-Oct-2016
Brief W4U staff on Rent Campaign and key messages so that appropriate advice is provided and signposting to CDO / HO is carried out at earliest opportunity.
Yes Milestone was reviewed to focus on HO and Finance staff tackling ward 5 in the first instance with referrals to W4U where required. This was considered in retrospect to be best approach to ensure best use of available resources.
Andy Cameron
20
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Produce a committee report on the progress of improving rent collection
30-Nov-2016
Report submitted to the Housing and Communities November 2016
Andy Cameron
Initiate a publicity campaign that supports / advocates rent payment
31-Dec-2016
Action on track - Initial meeting held with Corporate
Communications on 14th January 2016 developing proposals
Produce initial draft campaign for discussion and feedback at HIB meeting on 28 June
2016
28-Jun-2016
Yes initial draft produced and feedback provided verbally at HIB
meeting and via email the following week.
Andy Cameron
Incorporate feedback from HIB into 2nd draft for discussion and feedback Rent Collection work-stream meeting on 21 July 2016
21-Jul-2016
Yes
Incorporate feedback from Rent Collection work-stream meeting into final draft.
28-Jul-2016
Yes campaign finalised - will include local emphasis based on analysis of issues in each Ward (e.g. low take-up of benefit)
Launch publicity campaign across all agreed media formats and will local elements by Ward
31-Dec-2016
No This action is delayed: Draft materials passed through WDTRO for comment on 22/11/16. For discussion at HIB 28/11/16.
Improve rent collection performance
31-Mar-2017
Review of the Rent Arrears process in conjunction with Housing management staff has been completed – report to November 2016 Housing and Communities Committee;; Debt Management system upgrade underway
Review sign up procedure in conjunction with Housing
30-Jun-2016
Yes Sign up process was delayed due to restructure within Corporate Debt and Housing.
Ryan Chalmers
Upgrade CARs system to enable reason for arrears to be recorded to allow future analysis.
30-Sep-2016
Yes Upgrade on target for end of September.
Develop online benefit forms with integration into iworld to
31-Oct-2016
Yes Milestone on target
21
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
and SMS upgrade planned in October 2016.
ensure housing costs are covered at the earliest
Attend HPIB and implement any actions
31-Mar-2017
No
Maximise use of Discretionary Housing Payments
31-Mar-2017
Yes
Maximise write off former tenant debt
31-Mar-2017
No
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Void Management work-stream
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Improve performance around void houses, set against 2015/16 end of year baseline figure
31-Mar-2017
Identify local programmes and allocate spend to reduce
void numbers and void rent loss
31-Mar-2017
No
Andy Cameron
Identify local programmes and to reduce re-let times and subsequently to reduce void rent loss.
31-Mar-2017
No
Undertake analysis of work related activity charged to the void revenue and void capital budgets and review process for future charging
31-Mar-2017
Arrange meeting with Strategic Lead, Business Partners from Corporate Finance and service managers to explore and understand current process of charging for void works in relation to capital and revenue expenditure- review coding methods being used.
31-Oct-2016
No Service Manager and Co-ordinator responsible for Void work-stream have had initial meeting to better understand current process - review of coding methods currently under review.
Andy Cameron
Develop proposals to imporve process of charging for void works in relation to capital and revenue expenditure - aim to have improved client / contractor liaison and
30-Nov-2016
No
22
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
increase landlord responsibility.
Take forward implementation of proposals and ensure impact of improved process is factored into budget setting process.
31-Dec-2016
No
Research different models of introducing the provision of furniture packs for new tenants and make proposals for West Dunbartonshire
31-Mar-2017
Contact other local authorities to better understand models in operation across the sector
30-Nov-2016
No
David Lynch
Develop proposals to introduce the provision of furniture packs for new tenants.
31-Dec-2016
No
Implement proposals to provide furniture packs for new tenants
31-Mar-2017
No
Explore issue of providing vouchers for new tenants to assist with decorating
31-Mar-2017
Discussed at Void Business Stream Meeting. Will examine CBA on value against void budget.
Arrange meeting with representative from local suppliers to advise on voucher schemes
20-Oct-2016
Yes
David Lynch
Meeting held with B&Q Manager for national sales on 20/10/2016.
20-Oct-2016
Yes further analysis and comparisons to be made against exisitng process for redecoration. Once analysis is provided, full report will be provided for HIB.
Analyse current process of decoration at Void Stage
31-Oct-2016
No Consider if every void house requires decoration to ensure re-letting. This is to be tied in with a report generated by SB on painter work and voids. To be reviewed as part of relet standard which is
23
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
due March 2017.
Prepare outcome paper for HIB of Feb 2017
22-Nov-2016
No DL to prepare a paper on CBA when info is received from DLO (to be clarified with SB)
further analysis and comparisons to be made against exisitng process for redecoration. Once analysis is provided, full report will be provided for HIB
31-Mar-2017
No
--New Milestone-- No
Reduce re-let time - review staff roles across lettings process to ensure processes are fit for purpose and being managed effectively
31-Dec-2016
Highlight the importance of Void House Meetings and monitor that these are taking place.
09-Sep-2016
Yes email to from Housing Operations Manager to key staff highlighting that this is a priority area of work and outlining increased role and scope of meetings. If key staff attending meetings are not available then alternative officers should attend as opposed to meetings being cancelled. David Lynch
Introduce additional performance measures to help drive improvements.
09-Sep-2016
Yes following discussions, the % of properties being returned within target will be key focus (alongside the average re-let time). Indicator has been added to work-stream scorecard and will form part of wider work-stream dashborad being monitored by HIB.
24
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Strengthen role and scope of weekly Void House Meetings which take place on a Wednesday
09-Sep-2016
Yes Agreed at Void Work-stream meeting on 8 September that meetings will focus on all empty properties and all stages of key monitoring process to ensure actions are being taken and that targets are being met. Focus of meeting will include decants.
Have discussions with Building Services around existing role of HO and MO in void process - explore whether HO can play more of a role in relation to carrying out initial visual inspection and instrucing works.
30-Sep-2016
Yes Andy Cameron and Martin Feeney met ON 5/9/16 to agree change to technical/ non technical and visual aspects of the process. Agreed this approach will inform the restructure/ generic housing officer role.
Introduce Voids Briefing for
staff (Housing and Building Services) to highlight performance, the importance of issue and to encourage ideas for improvement
30-Nov-
2016
No
Review activity and current discount periods being applied during void house process
30-Nov-2016
No Void Officer has provided information regarding current discounting activity and will provide assessment of impact in terms of performance of making appropriate changes. Co-ordinator
to assess findings and implement any relevant changes to
25
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
current practice
Review key monitoring process and consider introducing targets in more stages of process and how these should be monitored
30-Nov-2016
No Void Officer has reviewed overall timescales for re-let activity and drafted initial proposals / targets for stages where appropriate.
Process should also ensure stages where keys are with contractors or Consultancy Services are also monitored and timescales discussed at Void House Meetings. Process to be discussed and signed off at Void work-stream meeting and then implemented.
Agreement reached that further sub-group meetings
on specific topics are convened and reports made back to the Void Business Group. Decants, PTV's, Timescales, Local Void monitoring,
30-Dec-2016
No In order to make actual achievements,
it was recognised that smaller dedicated work groups could focus more clearly on topics and produce results.
Reduce re-let time - take action aimed at reducing time taken to carry out OT assessments for void properties
31-Dec-2016
Meeting to be held 8th November 2016 to discuss proposed target timescales for OT assessments and follow-up meeting with OT to seek agreement for these proposals.
Deliver additional resource to focus on OT assessments for WDC properties and embed close, effective working relationship with key housing staff.
31-Aug-2016
Yes additional staff member now in post and will focus on WDC properties
David Lynch
Agree target timescales for OT assessment to be carried out and introduce process to monitor this.
30-Sep-2016
Yes following discussion, 5 day target agreed for OT assessment to be carried out and feedback provided to
26
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
housing and 10 day target when additional feasibility study is required. Process put in place by Void Officer to monitor and report on this.
Review void process to
ensure that OT assessments can be carried out at earliest opportunity (include consideration if this can be done at pre-void stage).
30-Sep-
2016
Yes OT has looked at
carrying out assessment at pre-void stage but feedback suggests that this is not practical and that best time to carry out assessment is when keys have came back (will mostly be when keys with repairs and process will be written to reflect this).
Review offer process for properties being allocated which requires an OT
assessment to be carried out.
31-Oct-2016
Yes Aim of this is to reduce the scope for properties being
available with no applicant being identified by OT as being suitable. Agreed that property will still be allocated to top of list but that details of top 3 applicants with medical needs will be provided, so that if not suitable for applicant at top, suitability for next applicant can be assessed at the same time.
Develop and implement process to monitor and report
31-Dec-2016
No
27
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
on performance of OT in terms of achieving agreed timescales / targets.
Review existing 15 day target in place with Building Services to "inspect and repair" empty homes (BRS part of void process)
31-Dec-2016
Have discussions with Building Services around process, options and any possible costs for reducing existing 15 days target
30-Sep-2016
No Initial meeting has taken place between Housing Operations Manager and Building Services Manager to
discuss initial thoughts, further meeting to be arranged.
David Lynch
Produce options / proposals based on cost / benefit analysis of impact of reducing 15 day target (any additional costs v savings accrued from reduced re-let times)
31-Oct-2016
No
HMT / HIB discussion and decision around options for reducing 15 day target and if this would provide Value for Money
30-Nov-2016
No
Explore whether "key safe" process can be used more widely in void process and deliver reduced re-let times
28-Oct-2016
Introduce wider use of "key safe" if supported by cost/benefit analysis
30-Sep-2016
Yes
David Lynch
Carry-out cost/benefit analysis (reduction in re-let times v cost to introduce) of wider use of "key safe"
28-Oct-2016
Yes
Introduce mechanism to measure, monitor and report on total re-let times / void rent loss (including discounted periods)
25-Nov-2016
Hold meeting to cross reference relet times across the authority and identified anomalies.
28-Oct-2016
Yes
David Lynch
Include monitoring of total void rent loss (without discoiunts being applied)
31-Oct-2016
Yes this is reported quarterly to HIB as part of wider Performance Management Framework.
28
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Add measure of total re-let times (which include discounted period) to void work-stream for information and to highlight improvements required.
25-Nov-2016
Yes this will be included as part of work-stream monitoring
Distribute key findings from meeting and implement any
changes recommended
25-Nov-2016
Yes Email outlining key findings sent on
16/11/16 and changes outlined to key staff.
Introduce concept of "Repeat Void" and carry-out analysis of original let, void spend and reason for failure
31-Dec-2016
Ensure processes are in place to react to termination notices with aim of supporting tenant to remain in their home (where this is preference)
30-Nov-2016
No
David Lynch
Identify properties that become void within 12 months of being let and analyse reasons and make proposals for improvement.
31-Dec-2016
No
Review process around Pre-Termination Visit and void re-charges
30-Nov-2016
1. Review and update process to ensure PTV is priority work for HO and that target for early intervention/visit is agreed
30-Sep-2016
Yes
David Lynch
2. Include within reviewed PTV process the initial aim / process of providing support to tenant to remain in home if this possible and prevent property becoming void
30-Sep-2016
Yes
3. Include within reviewed PTV process the requirement to identify required works, to reduce / prevent rechargeable repairs, address outstanding arrears and ability to suspend offer if
appropriate
30-Nov-2016
Yes
29
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
4. Include within the reviewed PTV process, a mechanism to allocate property if termination is going ahead
30-Nov-2016
Yes
5. Co-ordinator to sign-off reviewed and updated PTV process and ensure process is
recorded and monitored appropiately
30-Nov-2016
Yes Completed 12/12/2016. To be implemented following
briefings in January 2017.
Carry-out cost benchmarking around void process to inform
VfM discussions and help develop proposals
31-Dec-2016
Carry out benchmark around average cost per property
30-Nov-2016
Yes
Stefan Kristmanns
Carry out benchmark around cost of void safety check
30-Nov-2016
Yes
provide feedback about costs around void process (safety check and average spend) to work-stream meeting to inform VfM discussion and inform any potental actions
31-Dec-2016
No
Review operation of void re-let standard and explore alternative options to achieve reduced re-let times and increased customer satisfaction
31-Mar-2017
Explore rationale for carrying out capital works during void process (cost/benefit analysis v impact on customer
satisfaction)
30-Nov-2016
No
David Lynch
Carry-out consultation with tenants around any proposals being made in relation to re-let standard
31-Dec-2016
No
Explore having an option of agreeing works required to achieve re-let on a case by case basis as opposed to minimum re-let standard always being delivered at void period
31-Dec-2016
No
Make proposals to HIB in terms of Re-let Standard based on consultation with
31-Jan-2017
No
30
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
tenants
Implement new Re-let Standard and agree process to assess impact on Re-let times and satisfaction levels.
31-Mar-2017
No
Icon Name
Outcome 14, 15 - Rents and Service Charges
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Ensure compliance with HRA Guidance
31-Mar-2017
Self-assessment exercise completed in partnership with tenants
31-May-2016
Yes Development Day carried out with Scottish Housing Network involved tenants, officers and elected members
John Kerr 2
Establishment of Working Group (JOINT RENT GROUP)
30-Jun-2016
Yes Group has been established and will take this key work-stream forward involves elected members, tenants, housing and finance officers
Work-plan to be developed based on the self-assessment
30-Jun-2016
Yes Work-plan agreed from Discovery Day session
Review to be undertaken on completion of rent consultation
31-Mar-2017
No
Icon Name
Outcome 16 - Gypsies / Travellers
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
31
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Produce a revised tenant handbook for residents of the gypsy traveller site
31-Mar-2017
Jane Mack
Update occupancy agreement for gypsy/travellers to ensure it reflects
SG guidance on core rights and responsibilities
31-Mar-2017
Provide clarity around allocation process for bays in gypsy/traveller site at Dennystoun Forge
31-Mar-2017
Andy Cameron
Better meet the accommodation needs of Gypsy / Travellers in West Dunbartonshire
31-Mar-2017
Action on track - although due to the national dialogue at Government level the site standard milestone has been revised and will be implemented with 15/16 as part of the national agenda
Key performance indicators to be agreed to measure performance against indicator and fed back to Equality and Diversity Working Group in September 2013.
30-Apr-2014
Yes Further discussion is required to identify relevant and meaningful key performance indicators. It has now been agreed that we will use the Scottish Social Housing Charter Satisfaction Customer Indicator to measure performance
John Kerr 2
Agree actions that can be taken in 2013/14 that will contribute to delivery of Equality Outcome 8. Information to be fed back to Equality and Diversity Working Group in September 2013 and added as milestones to Covalent.
31-Aug-2014
Yes Discussions have taken place with the site residents at Dennystown Forge as to how we can better meet the accommodation needs of the Gypsy/ Traveller community. Consultancy Services are providing detailed plans and costs to
32
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
deliver a programme of site improvements. New kitchens and bathrooms have been installed in 2013/14. Review of service provision for Gypsy / Travellers is included in the review of the Homeless Service.
Review service provision to Gypsy / Travellers in West Dunbartonshire
30-Nov-2014
Yes Service provision for Gypsy/ Travellers was included in the review of the Homelessness Service brought to Committee in August 2014
Identify key liaison officers to be key contacts for residents of site in both operational and strategic matters.
31-Mar-2015
Yes Key Officers have been identified - key contact from a Strategic point of view will be the Tenant Participation Officer and from an Operational
perspective the key contact will be the Compliance Development Officer when new structure is fully implemented (in meantime key contacts will continue to be Janice Lockhart and John Falconer). Further discussion required as part of the further review of the Homelessness service
Transfer Gypsy / Traveller site into the Housing Revenue Account
31-Mar-2015
Yes Complete.
33
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Upon transfer of site to HRA, identify and deliver improvement programme via Housing Capital Investment Programme
31-Mar-2015
Yes Budget has been identified. Consultancy Services are in the process of developing detailed plans to deliver a site upgrade programme over the next 2 financial years
Conclude the transfer of the site from General Services to the HRA
30-Apr-2015
Yes
Fully consult all the established site residents on the proposed site improvements
30-Jun-2015
Yes Capital Improvement work is scheduled to start Feb/ March 2016. The site residents have been fully engaged in the consultation process.
Develop procedures for Housing’s role in the management of unauthorized encampments
31-Mar-2016
No This will be now taken forward as part of the further review of the service area
Establish an agreed site standard in conjunction with residents.
31-Mar-2016
No Initial discussions have taken place with site residents - SG working group looking at national standards. Due to the national dialogue at Government level the site standard milestone has been revised and will be implemented with 16/17 as part of the national agenda.
Improvement programme underway
31-Mar-2016
Yes Milestone complete site residents were fully engaged in the consultation process.
34
Action Status Progress Due Date Comment Milestone Due Date Done Comment Assigned To
Review tenancy agreement in consultation with residents of Gypsy / Traveller site
31-Mar-2017
No Initial discussions have taken place in relation to the proposed review of the tenancy agreement. It has now been agreed that the occupancy agreement in place should be updated to ensure that it reflects Scottish Government guidance on core rights and responsibilities. This has been created as a separate action as part of the Charter self-assessment and will be progressed by March 2017.