Example Service Plan

2004 – 2007 Service Plan STRATEGIC HOUSING SERVICES We are here to ensure people are housed in healthy and safe homes that they can afford to buy or rent 1.0 What are we trying to achieve? We aim to achieve this vision by the following means;  Understanding the Forest of Dean District Housing Market across all tenures including Registered Social Landlords, Private Rental and Owner Occupation, and developing the right means of balancing the market where this is required. Ensuring that there is sufficient variety of appropriate housing to meet the needs of the District. Providing sustainable solutions to the community’s housing needs, achieving decent homes that are affordable and safe, recognising that settled housing can reduce reoffending and contribute to safer communities. Meeting specific housing needs by nominating families and individuals to Registered Social Landlords. Enabling people, particularly those who are elderly or disabled, to remain in homes that are suitable for their needs, well maintained and secure, through timely advice and assistance. Working with partners to ensure that there is equality of access to all our services.      Equal opportunity is the right of everyone to equal chances where each individual is respected for who they are. The Strategic Housing Service strives to contribute to addressing issues of equality and diversity through the provision of fair and high quality services to all who receive them regardless of ethnicity, gender, ability/disability, religion, belief, age or sexual orientation. 2.0   How are we doing? See appendix 1 for key tasks. See appendix 3 for performance indicators - 1 - 3.0 How do we compare with others on our priority areas? 2003/4 data to be added. 4.0 How are we thought of? Housing Advice The Housing Advice Team recently commissioned Shelter to carry out a satisfaction survey of 34 homeless households who had received advice and assistance from the team. The main points:Satisfaction with the application process:  18 very or fairly satisfied  9 neither satisfied or dissatisfied  7 fairly or very dissatisfied Illegal Evictions:  Of those threatened or actually evicted by private landlords, customers were divided between those who received excellent advice from the team and those who felt that more should have been done securing help from Private Sector Team and/or Housing Benefit.  Better joint working within Strategic Housing team and relationship with HB has been successful in some cases Linkline Satisfaction survey cards are left after new Linkline machines are installed. 113 were installed April–September 2003. No complaints were received. Of the 113, 66 said that fitting arranged promptly. Of 120 telephone surveys, 100% said that it gave themselves and family peace of mind, 119 found the alarm easy to use, 120 found staff helpful and polite and all found Linkline good value for money. Private Sector Housing & Care and Repair Satisfaction survey cards are left after every visit. Of 272 received 99.27% were happy with the service. Two reported that they were not happy, when this was followed up it became apparent that there was a misunderstanding about the nature of the service, this was rectified. 5.0 How will we improve and what are we planning to do? Our main key tasks for the coming year are to:  Implement our new Private Housing Strategy Maximise investment in affordable homes through SW Regional Body SHIP funding to ensure development of at least 40 new affordable homes with RSLs by March 2005 - 2 -       Oversee the Provision of Affordable Housing at Lydney Review with the aid of our consultation partners our Homelessness Strategy by July 2004 Review implementation of the Common Housing Register with RSLs by June 2004 Implement our Older Person’s Housing Strategy Seek to maximise affordable housing through section 106 arrangements Develop a range of initiatives to encourage private landlords to let properties at affordable rents See appendix 5 for full details 6.0 How will we do it? Financial Information 2004/05 Year 1 £ 40,670 26,090 23,140 (14,220) 114,030 (200) 7,050 6,500 5,420 314,000 522,480 2005/06 Year 2 £ 40,670 29,940 26,090 (14,220) 120,420 1,070 7,050 6,500 5,420 282,850 505,790 2006/07 Year 3 £ 40,670 8,000 26,920 (14,220) 122,640 1,530 7,050 6,500 5,420 290,800 495,310 Homelessness Linkline Care & Repair Housing Grants Private Sector Housing Small Repairs Home Energy Energy Advice Enabling Strategic Housing Staffing Apart from the Manager there are 29 staff in the Strategic Housing Service in five teams;      Housing Advice – 7 Strategy and Enabling –2 Private Sector Housing – 3.5 Care & Repair – 3.5 Linkline - 13 Possible Challenges/Opportunities - 3 -     Possible switch of resources to provide admin support and fund House Condition Survey for current year and review funding in future years. Supporting People Review of Care & Repair Agency may affect future of this service especially if established on a County–wide basis with agency work in Districts. Supporting People Review of Linkline in August 2004 may affect future funding. Partnership with Primary Care Trust to develop Telecare pilot project. 7.0     How will we know we are improving? We will reduce the use of B & B accommodation for families, except in emergencies, to 0 by 2004. We plan to reduce homelessness applications by 5% p.a. for the next 3 years. We plan to see a 1% fall p.a. in empty properties in our district. By better use of RSL accommodation and working closely with Health & Social Services colleagues, we plan to see no delayed hospital discharges (bed blocking) by 2006. This is a county PSA target. 8.0    Where are we going and what’s coming up in the future? We will be developing our Housing Advice Centre in Coleford to ensure that it meets the housing and support needs of those with housing difficulties. We will be implementing our Homelessness Strategy with regular updates between now and 2008. Over the next 5 – 10 years, we will be working very closely with Forest of Dean Housing to develop new housing and community initiatives, using VAT shelter monies. We plan to develop a range of telecare and telemedicine initiatives in vulnerable individuals’ homes with Health & Social Services using our Linkline Control Centre. We plan to develop significant affordable housing with RSLs as part of a Section 106 Agreement on the new Lydney and other developments.   - 4 - APPENDIX 1 KEY TASKS 2003/04 Task Objective 1 To ensure that housing issues play a fundamental part in the development and implementation of the Corporate and Community Plan Date Achieved Comments To respond to feedback from March GOSW in connection with the 2004 existing housing strategy and review strategy to address changing regional and local housing needs To complete a Housing Markets Mar Review as part of the CPA 2004 process Objective 2 To identify housing needs and demands in the Forest Review, consult on and develop July a new Homelessness Strategy 2003 Establish a robust system of July identifying changing housing 2003 needs across all tenures Commission a Countywide Mar Housing Needs Survey with 2004 other Gloucestershire authorities Complete a House Condition Mar Survey of the Private Sector 2004 Stock Consult with RSLs and develop Mar a Common Housing Register 2004 Objective 3 To meet the established housing needs by the encouragement of sustainable communities Develop 40 new affordable Mar lifetime homes with RSLs 2004 Consult on and develop a new July March 2004 Draft submitted to GOSW for Assessment Feb 2004 To be submitted for CPA July 2004 July 2003 To be reviewed July 2004 2/3rds completed C.P.A. balancing housing markets work plan 2004-2005 To be completed Aug/Sept 2004 April 2004 Draft completed April 2004 Steering Group established and funding arranged 40 enabled 2003/2004 Future programme established Interim Strategy . New Strategy - 5 - Task Date Private Housing Strategy in the 2003 light of the Regulatory Reform Act Develop a Business Plan for the Jun Care & Repair Agency 2003 Objective 4 To address the needs of individual groups who need support and specialised housing Ensure Linkline Service Mar achieves outputs within its 2004 business plan Develop Gateway Project to Apr provide 8 units of supported 2004 accommodation with 24 hour cover for 16 – 24 year olds Review assistance to disabled July persons in the form of 2003 grants/loans Objective 5 To improve the energy efficiency of the entire stock resulting in reducing fuel poverty, environmental improvement and the health of local residents Support the County Affordable Sep Warmth Strategy and implement 2003 & with local companies Mar 2004 Achieved Comments to be completed based on Condition Survey Aug. 2004 Jun 2003 Review 2004 March 04 Business Plan to be developed March 04 Property Let March 2004 To be included in newPrivate Sector Strategy Support the Warm & Well Oct Initiative and evaluate scheme 2003 Warm and Well initiative has been extended due to success of initial phase.FoDDC to continue support for iniative and provide £30,000 grant funding for 2004/2005 Implementation of Strategy coordinated at County Level by Steering Group . FoDDC represented on group by HECA officer - 6 - APPENDIX 2 ROUTINE WORK AND TRENDS Activity Ensure nominations from the housing waiting list are made to RSLs within 3 days (approximately 304 No.) Ensure that Homelessness Applications are processed and individuals are notified within 33 working days Maintain a Housing Advice Centre in Coleford , giving comprehensive advice 2001/02 2002/03 80% 2003/04 70% 85% 94% Visitors HAC opened Jan 04 Visitors JanMarch 1116 Hold Advice Sessions for outside agencies Advice Sessions 4 agencies 20 interviews per week Ensure all HRG and DFG applications are processed and approved in 6 months (approximate total cost = £760,000 p.a.) Totals spend 100% 100% Ensure Business Plan growth for Linkline is New achieved (i.e. 150 No. new customers and maximum customers deficit of £25,000). Deficit 210 new alarms fitted Awaiting final budget outturn 157 Care & Repair Agency clients base maintained (at least 160 enquiries to main Agency) Ensure maximum Affordable Homes are achieved through Section 106 agreements 91 New indicator - 7 - APPENDIX 3 PERFORMANCE INDICATORS 01/02 Actual National Indicators 02/03 Actual 03/04 Target 03/04 Actual Comments 1.06% 2.4% 1.69% Current grant regime addresses repairs not fitness. House condition survey commissioned to establish whether there have been any changed to the baseline fitness figure. 10 16 17 BV62. The 2.4% proportion of unfit private sector dwellings made fit or demolished as a direct result of action by the local authority. BV64. The number Revised of private sector Indidwellings that are cator returned into occupation or demolished during 2002/2003 as a direct result of action by the local authority. BV176. The number 0.17 0.19 0.19 0 of domestic violence refuge places per 10,000 population which are provided or supported by the authority. BV183. The average length of stay in: i) bed and breakfast accommodation; and ii) hostel accommodation of households which include dependent children or a pregnant woman and which are unintentionally New Indicator 8 weeks 3 weeks 9.57 weeks Funding now provided by Supporting People Grant through County Council . No direct financial support by FoDDC None None Hostels not used - 8 - 01/02 Actual 02/03 Actual 03/04 Target 03/04 Actual homeless and priority need. Local Indicators in Vacancies let to homeless families as a proportion of total lettings. Percentage of Linkline alarm calls answered within 30 seconds. Proportion of homelessness applications which the authority makes a decision on and issues written notification to the applicant within 33 working days. Achieved target spend on private sector housing grant budget. Percentage of nominations to Registered Social Landlords made within three days. Percentage of referrals from care and repair case worker to technical officer for non-grant aidable works and initial advice given within 21 days of first contact. Total number of new affordable properties enabled by Forest of Dean District Council. 17.2% 20% 33% 32% 88% 85% 88% 88% 97% 85% 92% 94% 97% 100% 100% 100% New Indicator New Indicator 80% 70% Delay at mid year due to introduction of new IT package. Now on target New Indicator New Indicator 90% 100% New Indicator New Indicator 40 40 - 9 - APPENDIX 4 KEY TASKS Completion date Key Task 2004/05 2005/06 2006/07 Responsible Officer Outcome Undertake review of information management systems to ensure compliance with Freedom of Information Act Implement our new Private Housing Strategy. Ensure that Home Energy Conservation and Health issues addressed within PHS Milestones  Private Sector Strategy published March 2005 MV Sept 04 MV & LD Maximise investment in affordable March homes through SW Regional Body 05 SHIP funding to ensure development of at least 40 new affordable homes with RSLs by March 2005. Milestones  Sites identified and funding arranged March 2004 Oversee the Provision of Plannin Affordable Housing at Lydney g App Milestones rec’d 04/04  Section 106 Planning No’s Agreement in place summer 04 /type agreed Review with the aid of our Update consultation partners our July 04 Homelessness Strategy by July 2004 Review implementation of the Common Housing Register with RSLs by June 2004 Implement our Older Person’s Compl Housing Strategy etion Milestones Oct 04  Draft agreed with Primary Care Trust and Social Services July March 06 March 07 MV MV Review July 05 Review July 06 MV & JM MV & JM MV & TA - 10 - Key Task Completion date Resp onsi ble Offic er Outcome 2004 Implement and review our Empty Homes Strategy Milestones  September 2004 Work with partners within the Landlords Forum to ensure its effectiveness Milestones  Calendar of meetings agreed 2004/2005  Maintain30 regular participants Linkline maintain deficit below £25,000 Milestone Set target for End Financial year 2004/2005 Draft May 2004 Dates agreed July 2004 MV & JM MV & LD Linkline assess success of TeleCare and Telemedicine pilot projects with PCT and Social Services with a view to extending throughout District Care & repair Implement Business Plan Milestone Review Business Plan 2004/2005 Care And Repair Review Supporting People funding and County wide arrangements Budget to be review ed once final outturn known Ongoin g with PCT MV & TA MV & TA Review July 2004 Review and funding to be agreed 2004 MV & JH MV & JH Risk register Seek to maximise affordable housing through section 106 arrangements Milestones  Section 106 agreement achieved Lydney Develop a range of initiatives to encourage private landlords to let properties at affordable rents Milestones  Six additional Landlords Leases signed MV Agree ment with GHA June 2004 MV & LD - 11 - Key Task Completion date Resp onsi ble Offic er Outcome BV Improvement plan Develop and implement a preferred partners agreement with RSLs, etc. Develop a Consultation Strategy to provide a more effective internal and external consultation with statutory agencies Agree liaison protocols with Planning and Legal on Social Housing developments Compl eted 04/04 Sept 04 MV MV July 04 MV - 12 - APPENDIX 5 PERFORMANCE INDICATORS 03/04 National Indicators BV 62 - The proportion of 1.72% unfit private sector dwellings made fit or demolished BV 64 – The number of private sector vacant dwellings returned into occupation or demolished BV 183 – The number of domestic violence refuge places per 100,000 population supported by the authority 17 04/05 05/06 06/07 Comments 0 BV183 - The average 9.57 length of stay in Bed and weeks Breakfast accommodation Local indicators Vacancies let to homeless families as a proportion of total lettings Percentage of Linkline Alarm calls answered within 30 seconds 32% 88% - 13 - APPENDIX 6 KEY TASK INTER-LINKAGES WITH OTHER COUNCIL SERVICES Audit and Performance Development Communications and Access Environmental Services Personnel and Payroll Legal and Democratic 1 1 1 1 1 Development Control Technical Services Revenue Services Strategic Housing Leisure Services Building Control Regeneration Key Tasks Strategic Housing Using the completed Housing Markets Review prepare for the CPA inspection June 2004. 1 1 1 1 1 1 1 Implement our Housing Strategy. new Private 1 1 1 1 1 1 Oversee the Provision Affordable Housing at Lydney. of 1 1 1 Implement and review our Empty Homes Strategy. Implement our Older Housing Strategy. Person’s 1 1 1 1 1 1 1 1 1 1 1 1 Review with the aid of our consultation partners our Homelessness Strategy by July 2004. 1 1 1 - 14 - Accountancy 1 1 Audit and Performance Development Communications and Access Environmental Services Personnel and Payroll Legal and Democratic 1 1 1 1 Development Control Technical Services Revenue Services Strategic Housing Leisure Services Building Control Regeneration Develop up to 40 new affordable homes with RSLs by March 2005. 1 1 1 1 1 1 1 1 Maximise investment in affordable homes through SW Regional Body SHIP funding. 1 1 Work with partners within the Landlords Forum to ensure its effectiveness. 1 1 Review implementation of the Common Housing Register with RSLs by June 2004. 1 1 1 1 1 Develop a range of initiatives to encourage private landlords to let properties at affordable rents. 1 1 1 1 1 1 1 Seek to maximise affordable housing through section 106 arrangements. 1 1 1 1 1 - 15 - Accountancy APPENDIX 7 Key Tasks – Links to corporate objectives Strategic Housing Implement our new Apr Private Housing Strategy 04 Maximise investment in Mar affordable homes through 05 SW Regional Body SHIP funding to ensure development of at least 40 new affordable homes with RSLs by March 2005 2 1 1 1 1 1 1 1 1 1 11 2 1 1 1 1 1 1 1 1 10 Oversee the Provision of Affordable Housing at Lydney Mar 05 2 1 1 1 1 1 1 1 1 10 Review with the aid of our Jul consultation partners our 04 Homelessness Strategy by July 2004 Review implementation of Jun the Common Housing 04 Register with RSLs by June 2004 Implement Person’s Strategy our Older Dec Housing 04 2 1 1 1 1 1 1 1 9 2 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 9 9 Implement and review our Apr Empty Homes Strategy 04 2 1 1 1 1 1 1 8 Work with partners within Apr the Landlords Forum to 04 ensure its effectiveness 2 1 1 1 1 6 Risk register Seek to maximise affordable housing through section 106 arrangements Develop a range of initiatives to encourage private landlords to let properties at affordable rents 2 1 1 1 1 1 1 1 1 10 2 1 1 1 1 1 1 1 9 - 16 - BV Improvement plan Develop and implement a preferred partners agreement with RSLs, etc. Develop a Consultation Strategy to provide a more effective internal and external consultation with statutory agencies Agree liaison protocols with Planning and Legal on Social Housing developments 2 1 1 1 5 1 1 1 1 1 5 2 1 1 4 - 17 -