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Reviewing your Homelessness Strategy and Tackling Homelessness - A


1 February 2008

                  February 2008

           Homelessness Action Team

1 February 2008

                    Homelessness Action Team
                   Homelessness Toolkit
The Housing Corporation launched "Tackling Homelessness", its strategy on homelessness,
in November 2006. This strategy is based on six themes:
     developing better partnership working with local government;
     working towards sustainable, cohesive and balanced communities where people want
       to live;
     preventing homelessness by promoting coherent and seamless housing allocation and
       management and support for tenants;
     encouraging housing associations to make better use of existing stock;
     working with Regional Housing Boards to direct investment towards improving access
       to housing where there is housing need; and
     promoting good practice to support associations and other landlords in raising
       performance standards.

This toolkit has been developed to help housing associations to progress their approaches to
respond to the themes in the Homelessness Strategy. It identifies key questions to inform the
review of service areas and aims to act as a stimulus to further work, rather than guidance on
exactly how services should be provided. You do not need to complete the toolkit like a
questionnaire. It is for you to use in the best way to improve your services that prevent
and tackle homelessness. It provides a good basis of the development of a homelessness
action plan.

This document is not statutory guidance and is not linked to any investment or
regulatory decisions by the Housing Corporation. Housing associations are reminded
of the obligations and guidance relating to homelessness included in:
      The Housing Corporation's Regulatory Code
      Circular 02/03 on local authority nominations
      Circular 02/07 on tenancy management: eligibility and evictions
      Good Practice Note 12 on Choice-Based Lettings
      Good Practice Note 8 on equality and diversity
      Good Practice Note 4 on race equality and diversity

There are many issues and agendas that impact on homelessness that housing associations
need to consider when reviewing their approach to homelessness. These include financial
inclusion, anti-social behaviour, worklessness and overcrowding. The toolkit aims to give
some guidance on how these complementary, but sometimes competing, issues should be
covered in developing a homelessness action plan.

The Homelessness Action Team
The Housing Corporation and Communities and Local Government established a team of
Special Advisors on Homelessness, the Homelessness Action Team. We are a team of
practitioners seconded from the sector works with housing associations, local authorities and
other key stakeholders, both strategically and operationally, to prevent and tackle
homelessness. The team will promote the Housing Corporation's Homelessness Strategy to
housing associations through sharing good practice and working with housing associations
and other housing providers to implement that good practice. The main aim is to contribute to
meeting key government targets:
     Keeping homeless families out of B&B (except for an emergency, for a maximum of 6

1 February 2008

            Keeping the level of rough sleepers down to as close to zero as possible and at no
             more than two-thirds of the number in 1998.
            Halving the number of households in temporary accommodation by 2010.
            Reducing levels of overcrowding.

Using the toolkit
We have developed the toolkit for us to use with you in reviewing your approach to
homelessness. It will be best if we visit you and run through the toolkit to help you to identify
your strengths and those areas that can feed into your action plan to develop your services.
However, you may wish to use the toolkit without a visit from our team.

        There is a set of main questions under each of the themes in the Housing Corporation‟s
         Homelessness Strategy. These allow you to initially review where you stand on each
         theme. Under each of these main questions there is a series of further questions in italics
         that you can use to complete a more in depth review if you wish.
        Good practice examples are provided to illustrate the range of ways that some
         associations have tackled the issues that you may face. We know there are many more
         examples of good practice but we have included some to give you a contact if you want
         to explore a specific approach in greater detail.
        Please don't just fill in answers under each heading to satisfy yourself that you do
        Look at what you do. Do you have sufficient data? Are you doing enough to prevent
         homelessness rather than dealing with families who have become homeless? Are your
         services sufficiently targeted at the needs today and into the future? Are there gaps in
         your service? Are major changes needed or just small adjustments?
        You may wish to concentrate on certain elements of the toolkit and your services where
         you feel you can have the greatest impact.
        If you're not sure about what the toolkit is asking or need advice on how your association
         could respond please contact us. We are happy to provide advice by telephone or email.
        You need to be realistic in what you can achieve and how you can work with partners to
         deliver a range of services that prevent and tackle homelessness.
        Use the toolkit to make a difference, not just to keep us happy!

The Homelessness Action Team offers to visit you and we will use the toolkit as the starting
point for our visits. We can support your approach to the toolkit through advice and the
provision of good practice. Alternatively, we can lead an action planning day bringing together
your staff and your partners. It will be useful if you could feedback to us on the level of type of
support that you would most welcome.

A list of helpful publications is provided at appendix one. These can help you develop more
detailed actions for areas where you identify any gaps.

The Homelessness Action Team will develop and improve the toolkit over time. We would be
grateful to receive any feedback on the document and suggestions for improvements and
wider comments on the role of the team.

1 February 2008

Contact us
Mark Meehan                                Gerald Wild
07721 375104                               07971 667119

Madeleine Jeffery                          Nick Sedgwick
07798 588752                               07919 394910

Dave Anteh
07920 781254

1 February 2008

Theme 1: Better partnership working
               "We want to develop better partnership working between
               associations, local authorities and other agencies."
                                   'Tackling Homelessness'; The Housing Corporation, 2006

1.1       How well does your association work in partnership with local authorities and other
          partner organisations in agreeing strategies, especially relating to homelessness?
          How can you improve your strategic working?

         Which other organisations does the association identify as stakeholders / partners?
         Does the association attend local housing fora and contribute to local authority,
          regional or sub-regional homelessness strategies?
         Which meetings are attended? (More strategic meetings or specifically
         Who attends, what is their role? Does the association lead these meetings, play active
          part or monitor progress?
         Is attendance related to stock holding?
         How effective are these meetings?
         Are there any arrangements to share representation at these meetings with other
         Have you considered stock rationalisation in areas where you have minimal stock?
         Has the association positively signed-up to any local, regional or sub-regional
          homelessness strategies?
         Does the association provide information to local authority partners on its performance
          in tackling homelessness?
         Does the association see the 2010 temporary accommodation target as a shared
          responsibility with local authority partners?
         Is the association aware of local authorities’ approaches to reducing temporary
          accommodation and overcrowding?
         What would promote better partnership working?

          Good Example
          The Bromford Housing Group aims to hold annual meetings with all its
          local authority partners. A standard agenda is used to ensure that all
          relevant issues are discussed, including homelessness in the area and the
          group‟s contribution to preventing and tackling homelessness in the area.

          The meetings are supported by an annual performance review that the
          group produces for each local authority covering achievements,
          performance indicators and the group‟s plans in each area.

          Contact: Christine Gibson

1.2       How well does your association work in partnership with local authorities and other
          partner organisations on an operational basis to tackle homelessness? How can you
          improve those working relationships?

         Which other organisations does the association identify as stakeholders / partners?
         Are there disputes operationally over services for homeless people?
         Are there arrangements for joint delivery of services?

1 February 2008

         Are there nominated lead officers who regularly liaise to ensure there is effective co-
          operation at an operational level?
         Are there formal methods to refer a household to the local homeless persons unit
          together with agreed timescales in which these referrals should be made?
         What would promote better partnership working?
         How do you ensure agreed joint working arrangements are effectively communicated
          to frontline staff and are consistently applied?

1.3       Do you analyse a breakdown of the households you are housing to see if you are
          meeting local housing need and your association's aims? If so, what action do you
          take as a result?

         Is your recording of data for CORE correct?
         Are the officers who complete the CORE forms aware of the importance of the data?
         How often are they trained on how to complete the forms?
         Do you report to Board giving a breakdown of who you are housing and are any action
          agreed as a result?
         Do you discuss these results with your local authority partners?

1.4       What percentage of lettings by your association are as a result of a local authority
          nomination? Are you satisfied that you are contributing to meeting housing need and
          tackling homelessness?

         Has this been increasing or decreasing?
         Are they in line with the Partners Agreement (If applicable)?
         Is this above or below the national and regional averages?

             RSL Lettings as a result of local authority nominations - CORE 2006/07
             England                                                          50.4%
             London                                                           65.2%
             South East                                                       71.3%
             South West                                                       69.5%
             East Midlands                                                    55.5%
             East                                                             68.1%
             West Midlands                                                    40.9%
             Yorks & Humber                                                   44.6%
             North East                                                       37.7%
             North West                                                       26.6%
             Merseyside                                                       25.1%

         What is the proportion of general needs nominations rejected?
         What were the reasons for rejection? Are you satisfied that they were reasonable?
         Are these figures reported to the association’s Board?

1.5       What percentage of lettings does your association make to those who are statutorily
          homelessness? Are you satisfied that you are sufficiently contributing to meeting
          housing need and tackling homelessness?

         Has this been increasing or decreasing?
         Is this above or below the national and regional averages?
         Does the association let to people who would otherwise need to make a homelessness
         Do you know the numbers of people being found to be statutory homeless in the main
          areas in which your association operates?

1 February 2008

         Are there good homelessness prevention services in your main areas of operation
          leading to fewer statutory homeless households seeking accommodation?
         Are these figures reported to the association’s Board?

             RSL Lettings to statutory homeless - CORE 2006/07
             England                                                                  17.8%
             London                                                                   26.9%
             South East                                                               20.1%
             South West                                                               25.1%
             East Midlands                                                            17.1%
             East                                                                     24.5%
             West Midlands                                                            16.0%
             Yorks & Humber                                                           11.9%
             North East                                                               11.0%
             North West                                                               12.6%
             Merseyside                                                               12.4%

1.6       Do your nominations agreements effectively identify those families in housing need
          and match them with appropriate housing? If not, what are you doing about it?

         Are these written agreements maintained centrally?
         Are frontline staff aware of these agreements and their contents?
         Have the agreements been reviewed in the last twelve months?
         Does the association receive sufficient information with nominations to ensure that
          appropriate offers are made and the need for advice and support is identified?
         Does the association monitor its performance against the agreements?
         Does the association meet with local authorities to discuss nominations?
         Do these meetings successfully deal with:
                 - Definition of a true void.
                 - Nomination entitlement figure.
                 - Roles of the LA and HA in selecting and prioritising applicants.
                 - The allocations policy under which nominations will be made.
                 - Method for identifying and counting nominations and for counting lettings to
                 - Grounds for refusing a nomination and dispute resolution mechanism.
                 - The nomination process (does it start with LA nominating an applicant or the
                 HA identifying a vacant property)
                 - The number of nominees per vacancy.
                 - Information about vacancies and nominees to be supplied
                 - Procedures for acceptance and rejection of nominees.
                 - Timescales for each stage.

          Good Example
          The ODPM guidance 'Effective Co-operation in Tackling Homelessness:
          Nomination Agreements and Exclusions' (2004) provides valuable
          information on approaching nomination agreements for housing associations
          and local authorities. It includes checklists on the information to be included
          in nomination agreements.

1 February 2008

          Good practice
          Swan Housing Group has a matrix which contains details of every letting
          by local authority area and bedroom size, separating new builds and relets.
          This is continuously updated to allow officers to ensure the level of
          nominations provided to the local authority is in line with the nominations

          Contact Angela O‟Callaghan

1.7       Does your association have information sharing protocols with local authorities that
          provide nominations? If not, how can you approach developing such protocols?

          Good Example
          The Housing Corporation has published the „Access to housing
          information sharing protocol‟. The protocol does not replace an allocations
          policy. Rather it clarifies and makes consistent the information base that is
          required to implement an allocation policy, whatever its criteria.

          The underlying principle behind the protocol is to encourage the exchange
          of the right amount and quality of accurate information, at the relevant point
          of access to housing – neither too little, nor too much. There are three types
          of information to be supplied
           Essential information about communication needs, high risks, major
               vulnerability and basic household information (size, ages and
           Flags and flagged information covers aspects about the applicant that
               are required for a successful allocation. Contacts in agencies relevant
               agencies that may provide fuller information or support to the applicant
               must be provided and should be followed up by the receiving landlord;
           Checklists and additional information allow further details to be provided
               to help the receiving landlord. Additionally, there is a section for the
               nominating agency to flag a summary risk assessment.

          There are three elements to the protocol:
          (1) The first section describes the purpose of the protocol, and processes
              associated with it;
          (2) Annexes schedule information to be collected and passed on, to aid the
              allocation process; and
          (3) Further annexes comprise a set of forms that replicate the structure for
              collecting information, compatible either as a stand-alone system, or to
              be used on a networking basis between agencies.

          You can find the protocol on the Housing Corporation‟s website.

1.8       Has your association agreed any protocols with other service providers to aid joint
          working in preventing and tackling homelessness? Where could such protocols
          improve your approach?

         Children’s services.
         Intentionally homeless families.
         16/17 year olds.
         Care leavers.
         Older homeless people with support needs.

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         Residential accommodation for older people with high care needs who are homeless
          or at risk of homelessness.
         Discharge from hospital if there is homelessness or a risk of homelessness.
         Preventing homelessness among offenders due for release, or service at end of
          community sentence.
         Drug and alcohol dependent cases.
         Local secondary schools to help educate students regarding housing advice and the
          risks of homelessness.
         Domestic violence / racial harassment

          Good Example
          Look Ahead Housing and Care Ltd's tenancy sustainment team works
          with former rough sleepers. An information sharing protocol identifies the
          following elements to be shared between housing associations and the
              Any incident, complaint or breach of tenancy which might put the
               tenancy in jeopardy
              Any information about the potential risk(s) posed by, or to, the tenant.
               For example, if the tenant is experiencing harassment from neighbours
              Any housing management action to be taken, which could affect the

          Good Example
          Greater Manchester Probation Service has a liaison protocol signed with
          local housing associations and housing departments. It covers the
          disclosure of risk information about offenders who have committed specific
          offences and who are on statutory and voluntary supervision, who apply for
          housing or who are accepted as homeless. The protocol covers:
              The authority to disclose.
              The scope of disclosure.
              The process for disclosure.
              Confidentiality.
              Liaison about anti-social behaviour.
              Standard forms for the disclosure of information.

1.9       Has your association appointed a Homelessness Champion to drive forward its
          approach to tackling homelessness? If not, who will undertake this role?

         Have any additional resources been allocated to tackling homelessness?
         Has the association used the guidance on the role of Homelessness Champions
          available from the Homelessness Action Team?

1.10      Has your association written a homelessness action plan or do you plan to write an
          action plan? If so, when will it be completed?

         Has the association used the guidance provided by the homelessness action plan
          template available from the Homelessness Action Team?
         Have you consulted your key local authority partners to ensure your plan is in line with
          local priorities?

1 February 2008

          Good Example
          New Charter Housing Group has a homelessness prevention policy
          statement that states its commitment to preventing homelessness,
          supporting government policy and the North-West regional housing strategy.
          This gives short policy statements covering a wide range of different areas
          of service delivery. It provides a good example of the commitments that may
          be included within homelessness action plans.

          Contact: Tony Powell

         Is the association involved in any regional or sub-regional partnership working?

          Good Example
          The Norfolk RSL Alliance has produced a joint sub-regional homelessness
          strategy, identifying examples of good practice and agreeing a wide range of
          joint actions. The strategy covers 11 housing associations.

          Contact: Gary Orr, Broadland Housing Association

1 February 2008

Theme 2:                 Sustainable and mixed communities
               "We want to achieve sustainable cohesive and mixed
               communities where people want to live, with transparent local
               lettings and community building policies that work to
               strengthen viable local and mixed communities, choice,
               mobility and residents' voices."
                                   'Tackling Homelessness'; The Housing Corporation, 2006

2.1       How do your community development activities contribute to reducing homelessness?
          Do more strategic and operational links need to be made?

         Community development
         Financial inclusion
         Social enterprise

2.2       How does your association address the financial exclusion of your tenants? Can you
          demonstrate an impact on preventing homelessness? What initiatives` are you
          interested in developing in the future?
          - Money advice
          - Savings schemes
          - Affordable credit
          - Schemes to tackle worklessness

         Offer use of office space and interview facilities to support local voluntary or
          community organisations.
         Collection of information to identify and address expensive or illegal doorstep lenders.
         Targeted welfare and housing benefit take-up campaigns.
         Promote the benefits of cheaper fuel deals for direct debit customers as well as
          shopping around for the cheapest provider.
         Assist with applications for Housing Benefit and advise on income maximisation.
         Use financial deals to lever-in support for financial inclusion activities such as
          negotiating the provision of access to free bank accounts and affordable credit to all
         Utilise links with established resident and youth groups to promote financial inclusion
          and capability activities.
         Involve tenants in the planning and delivery of financial inclusion activities.
         Promote financial inclusion services and raise awareness through in-house
         Review existing partnering arrangements and procedures to change the focus of
          advice from reactive crisis management to preventative advice.
         Signpost to specialist agencies.

1 February 2008

      Good Contact
      The Chartered Institute of Housing has appointed Sharon Wheeler to
      work with housing organisations to look at ways they can help their residents
      deal with their finances more confidently. She aims to provide advice,
      information and support to housing providers to help them develop their
      work on financial inclusion and capability. This may include reviewing and
      developing financial inclusion strategies, finding and using good practice
      examples and getting advice on building successful partnerships with Credit
      Unions, banks and advice agencies.

      The role is sponsored by the Financial Services Authority.

      Contact: Sharon Wheeler

      Good Example
      Derwent and Solway Housing Association runs 'Routes to Work' that
      aims to reduce unemployment, engage unemployed residents in learning
      and training, and tackle and overcome social and economic exclusion.
         Vocational training programmes are tailored to meet each person's
          specific needs.
         Offers personal development activities to help residents overcome the
          psychological barriers that can be the feature of long-term
         Helps people with applications and prepares them for interviews and
          their first day at work.
         In a year the scheme had helped over 1,000 into employment.

      Good Example
      The Helping Hands Savings and Loan Scheme in the North East is a
      partnership between the Darlington Building Society and five associations:
      Tees Valley, North British, the Guinness Trust, Endeavour and Home.
          Unsecured loans are available to customers who have saved at least
           £1 a month
          Loans are limited to twice the saving account balance up to a maximum
           of £250.
          The associations contribute to a £50,000 guarantee fund to underwrite
           the loans.

      Good Example
      CHANGE was one of London's first community finance schemes. It has
      been developed by L&Q and a number of other associations. It offers.
         Personal loans at affordable rates,
         Help with rescheduling debts and better money management,
         Fresh-start loans for those with a portfolio of debts, and
         Back to work loans.

1 February 2008

          Good Example
          Cambridge Housing Society offers a range of services aimed at improving
          the financial position of residents. Under the New Horizons brand the
          association offers a service to assist in claiming benefits, debt advice,
          access to low cost loans, home contents insurance, reduced energy charges
          for those paying by prepayment meters and easy access to savings

          The Society also offers access to training to help them access employment
          that is provided in residents‟ own homes and supported by the free loan of a
          laptop computer.

          Contact: Andrew Church

          Good Example
          Whitefriars Housing Group – Tomorrow’s Tenants
          The customer involvement team provide a course in housing related matters
          to help prepare young people for their first tenancies. The course consists of
          five modules, including a session on financial budgeting and money matters
          delivered by the local money advice centre. Initial interest was generated
          through the People‟s Place drop-in centre – a community house offering a
          range of activities for young people.

          Contact: Gaynor Reynolds

          Good Example
          Wakefield and District Housing maintains a website to help financially
          excluded tenants. The website provides information on how to get an
          affordable loan, reduce household bills and set up bank accounts.

          Contact: Martyn Durant

2.3       How does your allocations / lettings scheme contribute to reducing homelessness?
          Does your policy need reviewing to respond to the preventative agenda and changing

         Did the association consult with local authorities when agreeing its allocations / lettings
         Has the association sought the views of applicants on the lettings policy and
          application process?
         How easy is it to access the association's lettings scheme?
         What is the association's approach to exclusions (rent arrears and ASB)? Cannot
          consider non-housing debt. Where applicant is excluded because of previous rent
          arrears it is good practice to:
              o Ensure the reason for the arrears is fully investigated, and not as a result of
                  benefit issues;
              o Provide failed applicants with an advice letter explaining why they have been
                  excluded and what action they need to take to become accepted; and
              o Refer the excluded applicants for free face to face money and welfare advice.

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          Good Example
          Trafford Housing Trust operates a Housing Review Panel that agrees how
          those who have been suspended from the waiting list can be reinstated.
          Their decisions are communicated to the households involved so they know
          what they must do to be reinstated.

          Contact: Rebecca Ernill

         How does the policy prioritise housing need including homelessness and
         How does the policy respond to the needs of those in temporary accommodation, to
          avoid any ‘silting up’ of temporary accommodation or preventing homeless
          acceptances from moving on from temporary accommodation within a reasonable
          period of time?

2.4       Is your association involved in choice based lettings? If so, is it effectively meeting
          local housing need and reducing homelessness? Is sufficient advice and assistance
          targeted to homeless households?

         If the association is not involved in CBL, why not?
         Are the CBL systems based on real partnership so all those landlords involved share
          data and understand the outcomes so the systems can be adjusted to meet their
         Is there a Common Housing Register in operation in your areas of operation? Are you
          involved? If not why not?

             RSL Lettings through Choice Based Lettings - CORE 2005/06
             England                                                                 21.7%
             London                                                                  34.9%
             South East                                                              16.0%
             South West                                                              26.8%
             East Midlands                                                           24.6%
             East                                                                    11.1%
             West Midlands                                                           15.7%
             Yorks & Humber                                                          21.7%
             North East                                                              14.1%
             North West                                                              21.9%
             Merseyside                                                              36.1%

2.5       How does your association operate local lettings policies and how do they impact on
          tackling homelessness? Is a review of your local lettings policies needed?

         How widespread is the use of local lettings policies?
         Has their use been agreed by the Board?
         How significant are the criteria / exclusions within the plans?
         Are local lettings plans agreed with local authorities and other associations operating in
          the area?
         Are local lettings plans time limited?
         Are local lettings plans linked with other measures such as more intensive housing
          management, community promises, or starter tenancies?

2.6       Does your association operate starter tenancies and how do they impact on tackling

         Are starter tenancies used across all lettings or only in certain areas?

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         Has their use been agreed by the Board?
         Are they used as part of a strategy to manage ASB or are they also being used to
          manage rent arrears? Is extra tenancy support put in place during the starter tenancy
         Do you monitor the failure rate of tenancies and learn from the reasons?

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Theme 3:                 Preventing homelessness
               "We will support housing associations in preventing
               homelessness by promoting coherent and seamless housing
               allocation and management approaches, and seek to sustain
               tenancies where possible, with eviction as a last resort."
                                    'Tackling Homelessness'; The Housing Corporation, 2006

3.1       Is there Board level commitment to tackle homelessness? Do you need a Board
          discussion specifically on homelessness?

         Has there been Board report summarising the association's approach to
          homelessness and the actions required?
         Does the Board see any performance information relating to tackling homelessness?

3.2       Is tackling homelessness included within your association's Corporate objectives? If
          not, why not?

         Is this reflecting in other plans or work programmes?
         Is homelessness discussed in management meetings or in a specific team meeting

          Good Example
          Harvest Housing Group includes regular articles on homelessness and
          preventing homelessness in its newsletter to tenants to raise awareness of
          the issues and the services that help to tackle homelessness

          Contact: Michelle Gregg

3.3.      Does your performance on the following indicators highlight the need to review your
          approach and its impact on homelessness?
               Rent collection - Is there sufficient advice and support to avoid people going
                 into debt?
                       National median 99.4%, top quartile 100.1%
                Current tenant arrears - Is there sufficient advice and support to avoid people
                 going into debt?
                       National median 4.9%, top quartile 3.5%
                Notices of Seeking Possession served - Is legal action being pursued too early
                 or inappropriately?
                       (low numbers = better performance on homelessness prevention).
               Percentage of general needs tenants evicted as a result of rent arrears - Is
                 eviction only used as a last resort?
                       (low numbers = better performance on homelessness prevention).
                       National figure is approximately 0.5%
                How many people have been excluded from the transfer / waiting list during
                 the last year due to existing rent arrears?

3.4       How do your approaches to arrears recovery contribute to homelessness prevention?
          Do you take a holistic approach to debt management? Do you need to learn more
          about good practice in homelessness prevention?

         How does the association identify the need for advice and support early enough to
          allow it to be effective?
         Is eviction seen as a last resort and are other options pursued first?

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         Does the association follow the pre-court protocol for arrears possession cases?
         How does the association pursue rent arrears where there may be current Housing
          Benefit application?
         What is the association's approach to the use of Ground 8?
         Has the association agreed any protocols with local authorities?
         Has the association access to a dedicated Housing Benefit officer who can respond to
          prevent homelessness?
         Are there formal methods to refer a household to the local homeless persons unit
          together with agreed timescales in which these referrals should be made?
         Has the association considered or agreed an ‘invest to save’ strategy that will reduce
          homelessness but also achieve efficiencies?
         Costs of a failed tenancy and abandonment range from £4,000 to £10,500 per case.
          Are your frontline income collection officers aware of this potential saving if they
          sustain a tenancy?. Do you incentivise them to do this?
         Is there a budget available to prevent homelessness?

          Good Example
          In Telford & Wrekin the burden of rent debt can be shared to avoid
          homelessness and the costs of a failed tenancy. The housing association
          writes off a third, the local authority pays a third and tenant gets credit union
          loan for other third. The credit union loan is monitored to identify any further
          debt problems and the tenant is provided advice and training.

          Contact: Jane Brookes, Wrekin Housing Trust

          Good Example
          New Charter Housing Trust offers:
           A fund to support a debt matching scheme that includes a hardship
           £5,000 p.a. to help those with large multiple debts, matching payments
             up to an agreed maximum.
           Linked to a personal plan of positive action.

          Contact: Tony Powell

          Good Example
          Whitefriars Housing Group has a Housing Benefit Co-ordination Manager
          who trains staff on benefit issues and liaises regularly with local authority
          housing benefit staff.

          Contact: Leisa Dixon

          Good Example
          Notting Hill Housing Trust has changed the emphasis of its income
          collection strategy from legal action to tenancy sustainment, improving
          collection and reducing evictions:
              Direct contact by telephone or in person
              Agree personal payment plans
              Extended working hours to cover evenings and weekends
              Redesigned escalation policies
              Money advice surgeries
              Prevention targeted at new tenants and when arrears are low.

          Contact: Vincent Thomas

1 February 2008

          Good Example
          Accord Housing Association has a flexible tenure policy to enable shared
          owners to decrease (or increase) the equity share in their home and to
          switch from shared ownership to renting. This acts as a “safety net” to
          enable people to stay in their home despite adverse changes in their
          financial circumstances. It reflects the association‟s policy of possession as
          a last resort.

          Contact: Wendy Powell

          Good Example
          Optima Community Housing Association has a tenancy conditions panel
          that ensures that options have been explored and other services engaged
          before a household may be evicted.

          Contact: Jon Maybury

3.5       How does your approach to anti-social behaviour, harassment and domestic violence
          contribute to homelessness prevention? Do your policies and procedures need
          reviewing to emphasise preventing homelessness?

         How does the association identify the need for advice and support early enough to
          allow it to be effective?
         Are support services in place to help people who are perpetrators of anti-social
         Are there clear procedures in place on how to support victims of domestic violence
          who are threatened with homelessness?
                           - Named officer to deal with case
                           - Emergency accommodation
                           - Referral to specialist advice and support services
                           - Sanctuary scheme
                           - Eviction of perpetrators

          Good Example
          Community Housing Group:
            Multi-agency approach to ASB, alongside the use of injunctions.
            Developed strong links with the police and youth offending team.
            Case conferences involving schools and social services are also part of
             setting up support plans to address behaviour.

          Good Example
          Castle Vale Community Housing Association, Trident Housing
          Association and Bromford Housing Group operate a protocol in
          Birmingham to allow the associations to seek alternative accommodation in
          the other associations‟ stock for women experiencing domestic violence to
          avoid the need for the women to make a homelessness application.

          Good practice
          The West London Housing Partnership has a reciprocal agreement
          between 7 local authorities, which RSLs can access, allowing victims of
          domestic violence and harassment to find accommodation within the West
          London Partnership area.
          Contact Tim Gray –West London Housing Partnership.

1 February 2008

3.6       Is your approach to aids and adaptations sufficiently responsive to prevent
          homelessness? Does it need reviewing?

         Is there a mechanism to assess for and provide home adaptations as a matter of
          urgency in cases where the client would otherwise be at risk of homelessness?

3.7       How does your association provide housing advice that may help to reduce
          homelessness? Is the advice sufficiently preventative in its approach?

         Does the association provide advice on other sources of housing to applicants?
         Is information on housing options available in other languages?
         If independent housing advice is provided in the association's area is there any referral
          protocol or Service Level Agreement in place?
         Does the association have access to a mediation service that can assist in preventing
         Have front line staff been trained on homelessness legislation and prevention of

          Good Example
          Swale Housing Association:
           Supports various voluntary groups with grants (CAB, Victim Support,
             Mediation Service, independent housing advice service)
           Can refer tenants and promotes them amongst tenants and receives
             quarterly monitoring reports.
           E.g. £7,500 funding to the CAB led to additional £74,000 HB for tenants.

          Contact: Eileen Martin

3.8       Does your association effectively identify applicants' and tenants' support needs?
          Does your association need to review the way it works with local authorities and other
          agencies to identify support needs?

         Are the support needs of nominations identified at the time of nomination?
         Are there structures and procedures in place for multidisciplinary assessment of a
          client with complex and multiple needs?
         How effective and timely are the referral routes into tenancy and floating support?
         Does the association conduct a regular review of all cases receiving tenancy or floating
          support to ensure arrangements for those ready to move off support are working
         Is the number of cases receiving support who become homeless monitored?
         Can the association identify where there are gaps in support required to prevent
          homelessness and is this information provided to Supporting People commissioning

1 February 2008

          Good Example
          Patchwork Community Housing Association uses a Multiple Needs
          Assessment & Support Management Package to make a sound assessment
          whether an individual has support needs that are too high, or too low to be
          appropriate to the scheme that they have been referred to. This minimises
          inappropriate lettings. The assessment form is flexible. There are a range of
          headings and staff can vary and/or update parts within the overall
          framework. The package:
             allows staff not familiar with a client to quickly and easily understand all
              the key issues;
             ensures a degree of consistency in assessing clients;
             helps to ensure that young people engage with their support
              arrangements; and
             provides for access to basic skills and other training provided by
              Patchwork in-house; and other services such as GPs, drug advice
              agencies, mental health teams, etc.

          Good Example
          Kingfisher Housing Association has a Vulnerable Persons Policy that
          aims to sustain tenancies through early intervention and the involvement of
          other agencies. The policy should reduce rent arrears and levels of anti-
          social behaviour.

          Contact: Carol Williams

          Good Example
          Derwent Living employs a Support Co-ordinator who maintains a database
          of all the advice and support services available in the association‟s area of
          operation so this information is easily available to frontline staff.

          Contact: Richard Clarke

3.9       What gaps has your association identified in services provided to prevent or tackle
          homelessness? How can you respond?

         Hostels / Supported housing
         Is a strategy in place to monitor and take action where there is evidence of hostels
          ‘silting up’?
         Is there any monitoring of the outcomes of hostel residents when they leave hostels?
         Services targeted at groups vulnerable to homelessness
         Hospital referral and discharge initiatives

1 February 2008

          Good Example
          Telford and Wrekin Council contracts with Telford Christian Council's
          STAY project to provide housing options advice for 16-25 year olds.
             Two Homeless Investigation Officers (HIOs) familiar with working with
              young adults carry out a prevention of homelessness service and take
              homelessness applications on the Council's behalf.
             HIOs are based in the STAY drop-in centre and emergency housing
              project for local young people. They work with young people and their
              families to prevent homelessness, investigate their circumstances and
              provide advice on housing options.
             Provides emergency accommodation and a young person may move in
              whilst homeless investigations are completed.
             Young people can be referred to the local mediation scheme and can
              access deposit bonds to enter the private rented sector.
             The project has a protocol with Connexions.

          Contact: Kathy Jones, Telford & Wrekin Council

3.10      Does your association sufficiently tackle homelessness amongst black and minority
          ethnic communities? How could you do more?

         Analysing lettings and those housed as homeless to identify trends amongst BME
         Services targeted to BME communities.
         Working with specialist associations to meet the needs of black and minority ethnic

          Good Example
          Whitefriars Housing Group identified that a high number of refugees
          leaving National Asylum Seekers Scheme supported accommodation were
          staying with friends or relatives as they had not been able to obtain rented
          accommodation on their own. Additional points were awarded within the
          lettings scheme to place customers who are sharing or lacking basic
          facilities more favourably on the waiting list.

          It was felt that this customer group needed to be awarded more points so
          they did not only receive offers for difficult to let areas.

          Contact: Gaynor Reynolds

          Good Example
          Ashram Housing Association provides a culturally appropriate service in
          Birmingham targeted at South Asian women who have been temporarily
          rehoused in homeless centres, hostels, bed and breakfast and refuges. The
              Uses a one stop needs assessment process, reducing the need for
               individuals to repeatedly explain and relive their experiences.
              Provides information and action planning.
              Provides practical support and guidance to enable women to obtain
               permanent solutions to homelessness.
              Provides housing options work with other housing providers.
              Advocates on behalf of the women.

          Contact: Amanda Nicholls

1 February 2008

      Good Example
      Trafford Housing Group has a group of seven community mentors who
      provide support and advice to people from BME backgrounds who are at
      risk of becoming homeless. They are trained and co-ordinated by the Trust‟s
      black and minority ethnic homelessness champion. The scheme is funded
      by the government‟s ethnic minority innovation fund.

      Contact: Aysha Qasim

1 February 2008

Theme 4:                 Making better use of existing stock
               "We will encourage housing associations to make better use
               of existing housing stock, including reducing under-
               occupation, bringing empty homes back into use, tackling
               overcrowding and exploring the scope to convert temporary
               tenancies into settled homes."
                                    'Tackling Homelessness'; The Housing Corporation, 2006

4.1       Could you improve your performance on relet times for empty homes to provide more
          accommodation that could help homeless families?

             Average days vacant for relets - CORE 2006/07
             England                                                                     35.7
             London                                                                      41.7
             South East                                                                  27.7
             South West                                                                  28.7
             East Midlands                                                               36.4
             East                                                                        29.7
             West Midlands                                                               32.7
             Yorks & Humber                                                              43.7
             North East                                                                  36.8
             North West                                                                  39.4
             Merseyside                                                                  40.5

          Good Example
          The Bromford Housing Group has short relet times. Some of the factors
          that contribute to this performance are:
           Visiting all those moving from their homes;
           Making full use of the 28 day notice period;
           Using key safes over doors of properties so contractors have easy
             access to complete repairs;
           Offering a £50 incentive for tenants to clear their homes and return their
             fuel cards; and
           Ensuring there is sufficient fuel to allow checks and repairs to be

          Contact: Christine Gibson

4.2       How does your association check the occupancy of its homes to ensure that they are
          being targeted to those in housing need and not sub-let? Do you need to change your
         Where illegal occupiers are discovered, are you working closely with the local authority
          to proactively rehouse the occupier rather than sending them down the homelessness

4.3       Does your association have data to be able to identify those households who under-
          occupying their homes or who are overcrowded?

         Have included appropriate questions in any recent tenant census?
         Can you report on this data to be able to identify the locations or types of households
          where under-occupation or overcrowding may be concentrated?

1 February 2008

4.4       How does your association address under occupation? Do you need to learn from
          good practice what makes schemes effective?

         Have targets been set for properties freed up through an under-occupation scheme?

          Good Example
          Gallions Housing Association hosts a pilot under-occupation scheme for
          the South East London Housing Partnership, which consists of 5 London
          Boroughs and 12 housing associations. The scheme targets under-
          occupiers and assists them to move, utilising the released property to house
          an overcrowded household from the same landlord‟s stock, with the
          resulting property allocated to the host local authority to nominate a

          Contact: Nina Morris

4.4       How does your association address overcrowding? Do you need to learn from good
          practice what makes schemes effective?

         Is the association aware of the extent of overcrowding in its stock?
         Is overcrowding reflected in the lettings policy?
         How is the association responding to the CLG Overcrowding Action Plan published in
          December 2007?

4.5       How does your association approach maximising the contribution of the private sector
          in increasing housing supply and tackling homelessness?

          Good Example
          Wrekin Housing Trust operates Opendoor which is a lettings and property
          management agency for private landlords. The service has been successful
          through offering:
              A management and find only letting service,
              „Approved‟ tenant service,
              Packages to lease properties, and
              A management support service.

          Contact: Jane Brookes

4.6       Is your association involved in any type of rent deposit scheme with the private sector
          as a preventative option? If so, what is the impact and how could it more effective?

         Who is the scheme open to?
                         - Statutory homeless cases where a full duty has been applied
                         - Non-priority homeless households
                         - Intentionally homeless households
                         - Drug users/offenders?
         How many new rent deposit tenancies have been obtained in the last 12 months?
         Is there a housing benefit package available to support the scheme?

1 February 2008

          Good Example
          Midland Heart's Multiple Needs Unit for men has reduced the number of
          rough sleepers in Birmingham. As managing agent of the Birmingham Bond
          Scheme it creates 140 private tenancies each year, targeting people in
          temporary accommodation. It moves entrenched rough sleepers into
          permanent accommodation through its First Step scheme.

          Contact: Steve Philpott

          Good Example
          Trafford Housing Trust operates a rent and bond scheme as part of a
          range of housing options to assist households in housing need.

          The Housing Options Team provides advice to households to help them to
          find suitable housing in the private sector. The scheme then provides a bond
          agreement and can pay a months rent in advance if the household is eligible
          for Housing Benefit.

          Contact: Rebecca Ernill

4.7       How does your association work with local authorities to bring empty properties back
          into use? Could you become more involved?

         Managing properties acquired through Empty Dwelling Management Orders (EDMO).

4.8       Does your association provide temporary accommodation? If so, are procedures in
          place for inspecting the quality of temporary accommodation and the occupancy? Is
          this reported back to your local authority partners?

         Have written standards been set for the quality of all temporary accommodation?
         What are the association's procedures for dealing with fraud in its temporary

4.9       Do you use any of your owned stock for temporary accommodation? How are you
          converting this to permanent housing?

         Is the association seeking to convert temporary accommodation into settled homes
          where appropriate?
         Is the association working with local authorities on qualified offers?
         Are you working with the local authorities to understand their supply and demand
          needs to ensure that your business is not adversely affected by the drive to achieve
          the temporary accommodation reduction target?

4.10      Do you have any temporary to permanent / settled schemes or plans to develop these
          in the future?

1 February 2008

Theme 5:                 Directing investment
               "We will work with Regional Housing Boards to direct our
               investment funds towards improving access to housing
               where there is housing need, with a strong focus on meeting
               the needs of black and minority ethnic households and
               vulnerable people, providing larger homes and encouraging
               mobility, while balancing the demands of regional housing
                                    'Tackling Homelessness'; The Housing Corporation, 2006

5.1       How does your association make use of information relating to housing need and
          homelessness in growth strategies and designing the services to be delivered? Do you
          have enough data to do this?

         Is the association aware of the homelessness and temporary accommodation data for
          the local authorities in which it operates? This data can be found on the Communities
          and Local Government website (

5.2       Is your association's development programme targeted at tackling homelessness?
          Does your association sufficiently assess the impact of its developments in
          contributing to tackling homelessness and meeting local housing need?

         Is the type, location and tenure of new development tackling homelessness and

5.3       Does your association access a sufficient range of funding streams to deliver homes
          and services to tackle homelessness? Do you need to find out more?

5.4       Is your association reviewing its stock holding to allow it to concentrate on making a
          greater impact on meeting housing needs within specific areas? Do you need to
          change the use of some stock or dispose of some of it to another provider who could
          make a greater impact?

         Is the association rationalising its stock by ownership or management?

5.5       Is your association linked into the Places of Change Programme to improve the quality
          of your hostel provision?

          Good Example
          Midland Heart's Snow Hill is a large direct access hostel. They have
          designed a reception area that resembles a hotel lobby that provides and
          welcoming but safe entrance to the building.

          Contact: Steve Philpott

          Good Example
          The Look Ahead Dock Street hostel has a library established by a resident
          who also set up a database and lending system. The hostel also provides a
          gym that has the correct equipment and induction process so users do not
          need to be supervised.

1 February 2008

Theme 6:                Good practice
               "We will identify, learn from and promote the best examples
               of good practice and support associations and other social
               landlords to raise performance standards and deliver high
               quality services to residents."
                                   'Tackling Homelessness'; The Housing Corporation, 2006

6.1       What would your association highlight as its good practice in relation to tackling
          homelessness? Would you be willing to speak at events about your good practice?

         Does the association publicise its good practice?

6.2       On what issues could you learn from good practice examples? Do you know how to
          access such examples?

6.3       How will your association continue to engage with the Housing Corporation's
          Homelessness Action Team and how can it assist you to continue to develop your

1 February 2008

Good practice / guidance publications
The following may be useful to refer to when developing any actions plans.

Access to housing information sharing protocol (2007)
Investing in independence; Housing for vulnerable people strategy (2007)
Tackling Homelessness; the Housing Corporation Strategy (2006)
Good Practice Note 12: Choice Based Lettings. (2006)
Homelessness Prevention and Housing Associations - Contributing to Efficiency (2006)
Tenancy management: eligibility and evictions. Circular 07/04 (2004)
Good Practice Note 8: Equality and Diversity (2004)
Local Authority Nominations. Circular 02/03 (2003)
Good Practice Note 4: Race Equality and Diversity (2002)

Homelessness prevention: a guide to good practice (2006)
Options for setting up a sanctuary scheme (2006)


ODPM - Homelessness
Sustainable Communities: settled homes, changing lives. A strategy for tackling
homelessness (2005)
Tackling homelessness amongst ethnic minority households – a development guide (2005)
Resources for homeless ex-service personnel in London (2004)
Effective Co-operation in Tackling Homelessness: Nomination Agreements and Exclusions
Achieving Positive Shared Outcomes in Health and Homelessness (2004)
Local Authorities' Homelessness Strategies: Evaluation and Good Practice (2004)
Reducing B&B use and tackling homelessness - What's working: A Good Practice Handbook
Housing Associations and Homelessness Briefing (2003)
Addressing the health needs of rough sleepers (2002)
Care leaving strategies – a good practice handbook (2002)
Drugs services for homeless people – a good practice handbook (2002)
Homelessness Strategies: A Good Practice Handbook (2002)
More than a roof: a report into tackling homelessness (2002)

ODPM Homelessness and Housing Support Directorate Policy Briefings
Briefing 14: Sustainable Communities: settled homes; changing lives - One Year On (March
Briefing 13: Survey of English local authorities about homelessness (December 2005)
Briefing 12: Hostels Capital Improvement Programme (HCIP) (September 2005)
Briefing 11: Providing More Settled Homes (June 2005)
Briefing 10: Delivering on the Positive Outcomes (December 2004)
Briefing 9: Homelessness Strategies: Moving Forward (November 2004)
Briefing 8: Improving the Quality of Hostels and Other Forms of Temporary Accommodation
(June 2004)
Briefing 7: Addressing the Health Needs of Homeless People Policy (April 2004)
Briefing 6: Repeat Homelessness Policy (January 2004)
Briefing 5: Improving Employment Options for Homeless People (September 2003
Briefing 4: Prevention of Homelessness Policy (June 2003)

1 February 2008

Briefing 3: Bed and Breakfast Policy (March 2003)
Briefing 2: Domestic Violence Policy (December 2002)
Briefing 1: Ethnicity and Homelessness Policy (September 2002)

ODPM Supporting People publications
Supporting People: Guide to Accommodation and Support Options for People with Mental
Health Problems (2005)
Guide to Housing and Housing Related Support Options for Offenders and People at Risk of
Offending (2005)
Supporting People: Guide to Accommodation and Support Options for Homeless Households
Supporting People: The Support Needs of Homeless Households (2003)
Supporting People: Guide to Accommodation and Support Options for Households
Experiencing Domestic Violence (2002)
Reflecting the Needs and Concerns of Black and Minority Ethnic Communities in Supporting
People (2002)

Other ODPM publications
Sustainable Communities: Homes for All. A Five Year Plan (2005)
Improving the Effectiveness of Rent Arrears Management (2005)
The use of possession actions and evictions by social landlords (2005)
Housing Allocation, Homelessness and Stock Transfer - A guide to key issues (2004)
Allocation of Accommodation - Code of Guidance for local housing authorities (2002)
Working together, Connexions and youth homelessness agencies, London, Department for
Transport, Local Government and the Regions (DTLR) and Connexions (2001)

Audit Commission
Homelessness, Responding to the New Agenda (2003)
Housing Services After Stock Transfer (2002)

Chartered Institute of Housing
The Housing Manual (2005)
Housing and Support Services for asylum seekers and refugees: a good practice guide, John
Perry (2005)
Strategic Approaches to Homelessness; Good Practice Briefing 24 (2002)

Commission for Racial Equality
CRE Code of Practice on Racial Equality in Housing, the Commission for Racial Equality

National Housing Federation
Level threshold: towards equality in housing for disabled people: good practice guide (2005)
Flexible allocation and local letting schemes (2000)


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