Scottish Government

ISBN 0 7559 4605 7

This document is also available in pdf format (1mb)

INSIDE THIS ISSUE

2004 - What a year!
National Policy & Practice Officer - Welcome
Report on the National seminar - Dec 2004
Workshops - your questions answered
moveUK explained
and finally, what else is in on the back burner?

INTRODUCTION

Welcome to the sixth issue of our CHR newsletter. This newsletter is a bit later than we had hoped it would be, but the delay has been for good reason. We (the CHR central support team) have been kept very busy by all the CHR lead officers throughout the country as they develop local CHRs with enthusiasm! So, although some of the information refers back a few months, we're sure that you will still find it interesting and useful. We hope you enjoy this edition.

2004 - WHAT A YEAR!

Yvonne Wemyss, CHR National Development Officer

It all started with the CHR National Event held in Murrayfield Stadium, Edinburgh attended by the then Deputy Minister for Communities, Mary Mulligan and over 80 delegates! The purpose of the event was to formally announce the CHR Funding Programme 2004-6, providing local authorities and their partner RSLs with a further £3m to assist them in developing CHRs. The now famous (well ok, maybe not as famous as Harry Potter but we're proud of it) CHR guide was also launched at this event. I am delighted to say that this guide - judging by the condition of a few of the copies that I see at meetings - has not become one of those publications that is placed on those sagging bookshelves, but has become as intended, a useful practitioners guide that can be used on a day-to-day basis.

This funding has been a major boost to CHR development across the country. It is fantastic news that we now have all 32 local authorities either operating or developing a CHR and we now have an amazing 32 lead officers (some local authority areas have more than one and some are part time) in post, taking the CHR programme forward.

The central support team within the Executive were retained as part of the funding programme and this has proved invaluable in providing one to one support and supporting the newly formed implementation groups across the country, of which there are now three.

In addition to this support a further two seminars were held throughout the year, one on ICT and another on CHRs and their links with other policy/strategic issues. There was an excellent turnout at both these seminars and post mortem would suggest that they were very useful to CHR lead officers and other interested parties. The attendance and feedback from these events would suggest that there is genuine commitment not just to developing CHRs but to getting it right! Later in this newsletter you will find a full report from the December seminar, including your questions and the answers direct from the horse's mouth - so to speak!

We also saw our CHR expert, Hilary Third move to pastures new. Hilary has now for several months now been working as an Inspection Manager within Regulation & Inspection. Hilary tells us that the work is challenging but rewarding - well she needs to say that, you never know who might read this newsletter! So Hilary left and Henry Coyle joined us - I have been known to call Henry, Hilary - must be the H's! Henry has said a few words of his own so I shall say no more, read on . . .

WELCOME HENRY! OUR NEW NATIONAL POLICY & PRACTICE OFFICER. . . .

Henry Coyle

As the Scottish Executive's new Policy & Practice Officer for Common Housing Registers, I'm settling in nicely and looking forward to the challenges ahead. I appreciate that I have quite a task in filling Hilary [Third]'s shoes, but Yvonne [Wemyss] is so meticulous and has been so helpful and that I'd like to think I've managed to hit the ground running.

While having been involved in both the development and the implementation of EdIndex [Edinburgh's CHR], which I hope will put me in good stead, my main responsibility in my previous post was actually in relation to housing information and advice - delivering both Edinburgh's internal strategy and a city-wide, multi-agency strategy necessitated a somewhat unhealthy understanding, but ultimately successful relationship with the Scottish National Standards and I have also been immersed in homelessness policy and practice.

I believe that the delivery of quality advice and information on housing options, supply and demand and particularly turnover to be an absolutely essential element of the implementation of CHRs. In doing this effectively, partners will understand more about each other, more about the expectations of their applicants and ultimately more about how best to improve access to housing via simpler processes.

With recent relevant experience in project management, partnership working and strategic planning (to name but three he says modestly!) I hope my skills will be of use to the various CHR partnerships and I'm really looking forward to getting out and about, solving problems and helping to make more local CHRs become a reality. I've already met most of the lead officers and I've been very impressed with the commitment and dedication I've seen so far.

We're right in the middle of such an exciting period, developing effective and innovative tools to improve access to affordable housing. The Executive is obviously very supportive of CHR development and I'm really happy to be part of this. I'm keen to get to grips with local CHR development and I'm looking forward to meeting and working with as many of the various partners as possible.

CHR seminar - 14 December 2004 @ Jury's Inn, Glasgow

In response to regular feedback from individual CHR partnerships, the purpose of this event was to offer an opportunity for CHR lead officers and other interested parties to learn more about specific issues which are directly related to CHR development. With such a great turnout, the opportunities for information-sharing and networking were excellent.

We invited key practitioners to share their experience in dealing with the "Frequently Asked Questions" and to host a workshop that would enable participants to consider the pertinent issues, ask those burning questions and share ideas and solutions with colleagues who are doing similar work in other parts of the country.

YOUR QUESTIONS ANSWERED...

Workshop: CHRs and the new HEMS (now officially launched as moveUK of course!), led by Debbie Burns, moveUK National Manager for Scotland.

Debbie's workshop started with an informative presentation that noted the background to the HEMS review, highlighted the five key objectives of the new approach and explained how this new approach would work in practice. The group then tested an interesting 'speed-dating' concept to identify additional issues for further discussion. Here is a summary of the Q&A.

Questions & Answers

Q: How do participating landlords gather relevant strategic information?

A: Database can be interrogated and relevant reports run off. Number of hits (searches) can be noted.

Q: How do landlords prioritise applications with only minimal registration?

A: They'll have to carry out their own subsequent contacts. They can use moveUK as needed; advertising difficult to let properties or referring applicants for high demand areas to the homeswap section.

Q: How will you gather all the UK allocation policies and how will you keep them up to date?

A: With great difficulty. Relying on landlords being proactive.

Q: What about advice & information? Isn't this more confusing for customers? Mightn't we simply be raising expectations?

A:moveUK could be a useful tool for advisers or used directly by individuals. It provides another option for people seeking a new home.

Q: How do you ensure uniformity? This may be useful for some customers, but not all.

A: We could have formal protocols for using moveUK and consider re-instating quotas for Homes Mobility.

Q: What is the future for Homes Mobility?

A: Watch this space.

Q: Is there any real evidence that people want to move nationally instead of locally?

A: Not from the practitioners present, but HEMS surveyed 2,400 current users, one-third of whom would consider moving nationally.

Q: Why can't we have one big national register? (part of presentation)

A: Consensus was that this would be a logistical nightmare (partners' agreement, common property and question data, basic information not enough). There are other benefits to developing local CHRs (partnership, strategic benefits in homelessness, section 5s, nominations, supporting people, local housing strategies, transfer of development funding). Keep it simple ('start-small-think-big'). Don't put the cart before the horse - CHRs should be led by housing issues, not ICT issues.

Q: How successful is Seaside & Country and could it be used in Scotland?

A: We have difficulty in letting sheltered and rural properties in Aberdeenshire and the Western Isles - these are lying empty when the elderly could use them. Not currently in contract but don't see any reason why it couldn't be developed if landlords request it, would need to be adapted slightly differently in Scotland to suit local context.

Q: How does moveUK complement existing homelessness and employment strategies?

A: Could be a role for SAG, SHEN and other networks to consider strategies to ensure they complement each other. Needs to be linked to Housing Advice and Information services.

Q: Is there any reason why moveUK should be limited to UK?

A: No, ongoing discussions re expansion. Scottish Executive initiative "Fresh Talent" provides support and information to people considering a move to Scotland. (website: www.scotlandistheplace.com)

Q: Is moveUK open to students and how will this affect low demand areas, population & stabilisation?

A:moveUK is open to all. A mixed community will lend itself to improved sustainability.

Q: Should there be an electronic link between moveUK and local CHRs?

A: This would be a good idea as it would further increase access to housing. An interim measure may be to simply ask a trigger question on the CHR form "would you be interested in moveUK?"

Workshop:Tenant Participation in CHRs, led by Anna Winters, Tenant Participation Officer, Communities Scotland

Following introductions and agreeing common objectives for the day, Anna provided a presentation on the legislative and regulatory requirements in relation to TP and the role of Communities Scotland's TP Team, before facilitating a useful discussion on TP and suggesting examples of good practice. The Q&A from this session are summarised below:

Questions & Answers

Q: When should you consult with tenants and applicants?

A: As early as possible. When you have something to ask. Only ask questions if people can influence the answers. Don't publicise progress too early. Be clear about what can and can't be influenced.

Q: Can't it be difficult to consult early on when you have little concrete to consult on?

A: Accentuate positives about the development stage (mobilisation). Think about relevant KPIs so as to report back on progress. Consult on practical issues (housing advice & information ( HA&I), the application form, customer care) and not on whether or not tenants want a CHR.

Q: As GCC is not a landlord, does it still have a statutory obligation in relation to TP?

A: Yes. GCC still has enabling role and responsibility for related matters - homelessness, local housing strategies, HA&I, etc. Therefore it makes sense. GCC is part of partnership - all other partners have obligation. GCC is not leading the CHR Group because it has to (reserved power); it is involved because all the partners see the value of the task, for customers, for partners, for communities.

Q: Stock Transfer is a bigger issue. Can we "piggy-back" CHR issues on Transfer consultations?

A: Absolutely. Use any means and any budget to consult, according to your TP Strategy.

Q: How do you combat poor turnout?

A: Select individuals instead of general mailshots. Consult with applicants (less satisfied?) as well as tenants. Use vouchers, prize draws, etc. Publicise innovatively. Tie in with negative issues as these sometimes ensure better interest. Think positively - speaking to five customers is better than speaking to none. R&I should not use the number of RTOs as a performance indicator.

Q: What about consulting tenants on sensitive issues?

A: Nobody is perfect - don't be afraid of tenants realising this. Trust them. Don't underestimate their capabilities. Tenants might even give you a new idea/perspective.

Summary - from theory into practice

• Ensure your information is clear and understandable. Use market testing.
• Have tenant reps on your Working Group. Equip them with the necessary skills.
• Have TP Officers on your Working Group.
• Piggy-back on existing structures/budgets/plans. Use your TP Strategy.
• Be honest about what can and can't be influenced.
• Hold local events. Think cleverly about marketing things. Offer prizes.
• Think carefully about the content of your publications (average reading age is 10).
• Don't panic. If you are absolutely certain that you have tried your best and are absolutely certain that tenants do not want to consult - that's fine.
• Seek support, guidance, good practice examples from TP Team at Comms Scotland.

Workshop: Tenant CHRs and Regulation & Inspection, led by Michael Cameron, Inspection Manager,Communities Scotland

Michael started the workshop with an interesting 'Myths v Reality' session (summarised below) before explaining the R&I process in more detail, with relevance to CHRs in particular.

Myths v Reality

R&I require landlords to always maintain a housing list

No - legislation gives all adults a right of access to housing lists where these are held by social landlords, but there is no statutory obligation to maintain a housing list.

R&I require RSLs to offset section 5 referrals against nomination quotas

No - section 5 homeless referrals are distinct from nomination arrangements, and while councils and RSLs can agree to offset them against nomination quotas, the achievement of a quota will never constitute a "good cause" for an RSL's refusal of a section 5 referral.

R&I require landlords to always operate nomination agreements

No - nomination agreements and arrangements are not based in statute and are not legally binding (although some may be lawfully enforceable contractual obligations contained in stock transfer contracts), so partners are free to agree alternative ways of maximising access.

R&I prohibit landlords from operating 100% nomination agreements

No - all social landlords must have allocation policies applying to their houses, but there is no obligation on landlords to carry out the allocations directly.

R&I prohibit RSLs from participating in common allocation policies

No - landlords are free to participate in common allocation policies provided that they can discharge statutory obligations in relation to access, lettings and accommodation for homeless people.

Questions & Answers

Q: Is there any quality information available on operational CHRs or lets?

A: Monitoring information in general is under-developed, not much information gathered to provide valuable data. Most providers have information on applicants/tenants but not breakdown of needs, source of application or quality of lets to particular groups or specific needs.

Q: Single Shared Assessment - Is this a way of providing qualitative information?

A: R&I have not found that information extends beyond homelessness; this is an area where housing providers could expand data collection in order to provide qualitative data.

Q: Provision of information - would R&I collect differing levels of information depending on circumstance - for example when inspecting a national provider participating in multiple local authority areas?

A: R&I require adequate information to ensure statutory obligations are
met, there may be circumstances where level of information requested would differentiate, however, the information available would still require to be qualitative. Examples of information required would be housing options, prospects for housing or community based - how would someone access this housing?

Q: What is the expectation with regard to participation in CHRs?

A: There is no statutory obligation; however there is a clear policy expectation (Scottish Executive).
If a housing provider was not participating, R&I would want to be clear on why not and what the organisation was doing to ensure maximising access.

Q: Would R&Is view differently when provider operating in multi- regional area?

A: R&I would encourage early participation in CHR development to ensure organisational interests are considered and to use influence to the advantage of the local provider by encouraging similar process across boundaries. Similarly, a housing provider may chose to participate in one CHR but demonstrate maximising access in a different way in another local authority area or may consider participating in multiple CHRs using different practices.

Q: Some RSLs have been criticised for nomination agreements, this is an issue when dealing with a large number of local authorities and it may be that the LAs are responsible for the failure - how would this be challenged by R&I?

A: R&I would consider each landlord at inspection within context, if landlord could demonstrate working within agreement then this would be considered acceptable.

Q: Do R&I consider that CHRs have a negative impact on the inspections process?

A: No. R&I focus on outcomes, the route of access by CHR or otherwise is not critical provided the landlord can demonstrate they are maximising access.

Q: How do R&I measure the customer benefits to ensure equality, applicant choice and successful letting outcomes?

A: R&I inspect from an operational point of view, inspection is not applicant based. However, a landlord is likely to be asked to provide information on housing advice and information strategy and the role this plays in ensuring that the delivery of policies are working hand in hand, i.e. a CHR would ensure maximising access but must be able to demonstrate provision of adequate advice to allow the applicant to make informed choices.

Q: Is there any feedback re CHRs in general, common allocation policies or CBL from inspections to date?

A: Edinburgh RSLs report ICT issues presenting challenges, but progress has been made and the issues are not terminal. The application form is long but is currently under review and will become more manageable. The Aberdeen report is yet to be finalised.

Q: Are there two monitoring forms, one for CHR and another for R&I?

A: No. R&I is not prescriptive on CHRs. However, the expectation is that the organisation is aware and understands the outcomes, delivery expectations and needs of that organisation. Ask yourself, do you have the right information? Is your public reporting effective and transparent?

Q: Would R&I be interested in the financial aspects of CHR participation, particularly if this was having an effect on other areas of service delivery?

A: R&I would consider best value. If CHR raises cost, the organisation needs to consider this in relative terms - value of the service & diversity of cost.

Q: Are inspections different for Local authorities and RSLs?

A: No.

Q: If R&I is considering outcomes then why look at processes?

A: R&I need to understand the process to evaluate the outcome and the impact the process has on the outcome. The landlord also needs to be able to demonstrate that they are accountable to their stakeholders.

Q: How do you inspect Local Authorities who have no stock due to stock transfer?

A: In such cases there would be no inspection except for the homelessness services provided.

Q: Section 5 referrals tend to be applicant led, whereas waiting lists tend to be void led. This has the potential to create disproportionate allocations in favour of section 5 referrals?

A: Partnership protocols are the best way to avoid this happening.

Q: Allocation policies differ between organisations, how is this reconciled during inspection?

A: A CHR is just a register of applicants and is not inspected. What is inspected is how the landlords manage the information derived from CHRs and the outcome that the landlord delivers. Landlords still apply their own allocation policies, though monitoring of discretionary points is vital as IT systems have limitations.

And so, what are the key areas which will be considered by R&I during inspection?

• Maximising access
• Openness of housing lists
• Use of suspensions
• Equalities
• Availability and quality of Housing Advice and Information
• Letting outcomes
• Section 5 referral outcomes
• Applicant choice
• Tenant participation

(This list is not intended to be exhaustive)

Workshop: CHRs and Choice Based Letting, led by Cathy King, Head of Care Housing, City of Edinburgh Council & Jacqueline Norwood, Area Manager, Link HA

Cathy & Jacqueline presented the audience with two different perspectives on Choice Based Letting, one from a local authority point of view and the other from a registered social landlord point of view. However, on scale there is minimal difference as Link operates in 23 local authority areas across Scotland!

Questions and Answers

Q: How does Homehunt work in Edinburgh?

A: Link operates their needs based policy in Edinburgh. Local discussions are continuing to discuss their options for the future.

Q:CEC advertises properties to certain age categories - contravening regulations?

A: It is contrary to legislation - yes, but it works well. It's trying to meet both community needs with a transparent allocations process. May not be sustained much longer but change may drive it underground.

Q: How many staff do you have (EdIndex - Central Administration Unit)?

A: Eight for registration + 2 managers. 1,000 new applicants every month. Thought it would plateau but it hasn't.

Q: How did you get the "culture change" across ( CEC - CBL)?

A: Found it difficult; e.g. homeless people couldn't believe that they would have to actively do something. We went out and did a lot of good publicity/advertising, including lots of education/outreach. Now we're getting more bids than ever expected through the internet - 60%, but yes it is a huge culture change.

Link also underestimated the effect the change would have. Made assumptions of what people would know, including our local office details. Did expel the myth that only 15-25 year olds will use the scheme through the internet, this is not true.

Q: Link operates in 23 Local Authorities across Scotland. How can we link in CHR?

A: Could use a tick box saying something like, would you like to be housed with Link? But it needs to be clear. CHR should be about taking the confusion out of it. Do training for "home helps" and other individuals/orgs that help people with information on how to get housed.

Q: How do your bids come through?

A: Phone, email, come into the office. Link applicants understand more now if they don't get a property, because of the gold plus, gold, silver, bronze system. Confusion about whether it's "first-come, first-served" - try to explain it's not.

Q: What about the rare occasion a person changes their mind and wants to stay?

A: We withdraw the advert. But we do need to get better at giving out information.

Q: Are the new priority ratings directly correlated to the old point systems?

A:CEC - not in ours, we abandoned the points system. Now just the three priority categories and exceptional needs.

Q: What if someone just wanted to move house?

A:CEC - the Starter and Mover system helps this.

Link - have to have a housing need. Will be looking into this again - to create a better relocation policy.

Q: Why do you suspend people who refuse housing? What's the point?

A:CEC - we don't.

Link - It's only when they've been offered three and denied three. It's about making them concentrate their choice.

Q: Can people view before they bid?

A: Link - not possible as people still in the property. We ask them to check it on the internet.

CEC - some tenants have complained about bidders peering through their windows!

Q: How do you split allocations between starters and movers (Edinburgh)?

A: Local Housing Officers make decisions based on local letting plans using agreed percentage split. However, CBL is flexible enough to accommodate quick change as required.

Q: How do you participate in multiple CHRs (Link)?

A: Need to consider level of involvement based on local context. In some cases may consider 100% nominations or other referral methods.

moveUK - WHAT IS IT? HOW DOES IT WORK? HOW TO FIND OUT MORE?

moveUK - A NEW ERA FOR HOUSING AND EMPLOYMENT MOBILITY

A new homes and employment mobility service called moveUK was unveiled on Monday 24 January. This is a joint project which is led by the Office of the Deputy Prime Minister in partnership with the Scottish Executive, the Welsh Assembly, the Department of Social Development in Northern Ireland, the Department for Work and Pensions and Jobcentre Plus.

The origins of moveUK lie in the Prime Minister's commitment "to put the Employment Service (now Jobcentre Plus) on a new footing that lets them help people find new jobs across the country by identifying housing as well as job placements".

The unveiling marks the beginning of a new era for homes and employment mobility, bringing together information about council and housing association homes, as well as access to job vacancies across the UK. This new service builds upon the strengths of the former mobility services provided by HOMES and LAWN.

moveUK is provided by Scout Solutions Projects Ltd ( SSPL) who were appointed by the ODPM to develop the service. Director, John Carthew, said that moveUK would be the first service to offer in one place, access to available social housing, job vacancies and a range of information on areas people want to move to.

"This is great news for jobseekers, home seekers and tenants who will be able to make informed choices about where they want to live and work because the information they need will be at their fingertips.

"Existing council and housing association tenants will be able to use moveUK to search for swaps from our database of properties. Also, home and job seekers will be able to search for available housing to rent, opportunities for shared ownership and find out area information and local lettings policies."

It is expected that moveUK will shortly be operational in Scotland and the rest of the UK, when it will link housing services with the Jobcentre Plus Internet Job Bank - the largest database of its kind in Europe storing around 400,000 vacancies at any one time.

For further information, contact Debbie Burns on 0131 226 7216 or email debbie.burns@moveuk.com

moveUK

Telephone 020 7963 0200

moveUK

Telephone 0131 226 7216

AND FINALLY, WHAT ELSE IS ON THE BACK BURNER?

Scottish Housing Best Value Network

There are currently no performance indicators directly relating to CHRs in Scotland and very little hard evidence which can clearly demonstrate the benefits of a CHR. Such information would be invaluable in every day reporting and to assist strategic planning at a local level.

It is sometimes challenging to know the key issues to monitor to ensure qualitative and quantative information is gained, so the Scottish Executive commissioned the SHBVN to consider suitable performance indicators for CHRs. They were asked to consider indicators on both a national and local level, using where possible existing monitoring processes to avoid duplication of effort. A final report on their conclusions is due end March.

The Executive propose to pilot these findings with various landlords at different stages of development to ascertain views on operational viability prior to implementation. Updates will be given to national CHR Implementation Groups. Find out who your local representatives are to keep you informed.

Seminar - Data Protection and Monitoring

The central support team are often asked many of the same questions in relation to Data Protection and monitoring requirements for a number of reasons. So we thought it would be a good idea to hold a national seminar for lead officers and other interested parties. We have two of the very best coming along to speak at this seminar, which will be held end April/ beginning May. Details to CHR contacts soon.

Factsheets - Tenant Participation, Registration and Housing Advice, and Information

The Tenant Participation, factsheet no.5, is finally ready and is being distributed as we write this newsletter. In addition to this we are currently producing factsheet nos 6 and 7:

Essential components of registration, factsheet no. 6 - this factsheet will inform you of the minimum that you need to include on your registration form to meet legal requirements. It will guide you on appropriate questions to ask applicants on sensitive matters such as Immigration and Asylum seekers, Sex Offenders and finally on some of the information you should consider collecting for the purposes of monitoring and strategic planning.

Shortly after will follow a factsheet on CHRs and Housing Advice and Information, factsheet no. 7. We have long recognised that Housing Advice and Information is a key element to successful delivery of a CHR and want to share with you some experiences of operational CHRs to provide you with assistance on how to achieve a workable solution for your CHR.

And, as always, Implementation Groups and one-to-one support across Scotland

Speaking for itself, but a reminder that we are here ready and waiting for your enquiries, willing to provide as much support as we reasonably can and happy to hear your views. Contact us on the phone 0131 244 2857/5578, by email Yvonne.wemyss@scotland.gsi.gov.uk or henry.coyle@scotland.gsi.gov.uk or our CHR mailbox CHRS@scotland.gsi.gov.uk

Newsletter Editor: Yvonne Wemyss, CHR National Development Officer,

Tel: 0131 244 2857
Fax: 0131 244 0948
Email: Yvonne.wemyss@scotland.gsi.gov.uk