Homelessness Reduction Act (HRA) Partnership Wednesday 19th September

1. Homelessness Reduction Act (HRA) PartnershipWednesday 19th September

2. Welcome & purpose of today

3. Introductions & Icebreaker

4. Agenda for today

5. What have we been doing 2-day design workshop with officers in Durham: "How might we help officers utilise the solutions and interventions available, to best meet the needs and circumstances of every service user?" Regional approaches to the duty to refer: North East, Oxfordshire, South Yorkshire User involvement strategy in Lewisham Workshops/ support to work through emerging HRA challenges and issues Prototyping and testing service changes and new products Researching and collating emerging good practice, issues and challenges (briefings & forums) Engaging and aligning with partners on their HRA work, and MHCLG

6. Current focus areas and themes Duty to refer Working through/ supporting emerging issues and challenges HRA training development and delivery Understanding and advising on emerging good/poor practice and early experiences Documenting service reports and roadmap of activity with each of you

7. Research update Target for 600 completed surveys. Currently up to 207: A third of the way through but still a long way to go Still need over 80 in some areas WE NEED YOU! We are heavily reliant on referrals from the Housing Options service Online Survey – For support services and charities in your areas. Which services should we approach? In-depth interviews starting now Staff interviews to take place once we have hit our target 

8. Service blueprints

9. Exercise Review your HRA process & service model, capturing on post-it notes: Changes and edits to the current draft (also think about supporting technology through the process and how decisions/ approvals are made) Roles and responsibilities – who is doing what? (officer and/ or team(s)) Customer and staff satisfaction points Customer and staff pain points Opportunity areas Measures and metrics if you have them e.g. numbers at each stage, timings (actual or target) Try to use one post-it colour per bullet point. We will spend some time at the end of the session sharing our models with colleagues.

10. Lunch (and exercise)

11. Lunchtime Exercise Review this list of emerging challenges/ issues from HRA implementation. Write each one on a post-it note and rank them in order of current priority for your local authority (using the handout): Changing culture and staff adapting to the changes Increased administration & bureaucracy Interpreting elements of the new law & guidance Staff caseloads and time for casework Providing meaningful and personalised reasonable steps in the PHPs Managing expectations of the law change – inc. partner organisations and those advocating for clients Client engagement with the new process Change in number of presentations Change in numbers within temporary accommodation

12. HRATraining Update

13. Introducing 'action learning'

14. Action learning: the process • Tool designed for practitioners to learn from other practitioners • Uses the combined wisdom and skills of a diverse group of people to work through real challenges and issues and support one another to take action • Combines 'learning' & 'doing' • Allows you to build connections with the other authorities and provide peer support on the common issues you are facing with the HRA • Discussions confidential but main themes will be captured and used within the partnership Member presents issue/challenge/idea Group questions & discussion Identify and document actions

15. Principles and 'ground rules' • Non-directive and non-judgmental • Supportive and confidential • Focus is on listening and questioning, would discourage taking notes (facilitators will do this) • Based on principle people have their own solutions and make own decisions on actions they will be held accountable to (by their peers) • Purpose of discussion is to understand the issue the presenter is facing, not to give advice • Important to reflect on the learning process after • Actions will be captured and used in ongoing work and future meetings of the group

16. Exercise Example Issues/Challenges • Increasing caseloads and effective case management • Managing the change and supporting/ motivating officers • Updating allocations policy with new duties • Consistent messaging across local services about the HRA • Aligning statutory and (previously) non-statutory services e.g. outreach and rough sleeping services, single pathways • Meaningful prevention/relief steps to include in plans that make them personalised – need for creativity • Monitoring and evaluation to test current service models • Social housing tenants served with notice – when to trigger relief duty (and potentially TA) • Case management systems enabling vs. hindering service • Simplifying processes for service users and officers • Implementing a person-centred approach when the legislation is constraining/ prescriptive Exercise Instructions Introductions. Someone volunteer to present an issue or challenge Presenter presents (informally) their issue to the group, uninterrupted Questions from the group Facilitator summarises Presenter identifies actions and reflects on learning

17. Reflections & close

20. A3 x 2 Durham Housing Solutions - HRA Process s.179 s.184 s.189A s.188 s.184 Initial Assessment Triage & Advice Aware Approach Interview Personal Housing Plan initial assessment DKO housing options wizard deal with urgent issues process referral signpost to HAL advice from online web pages online advice internal referral update case on abritas f2f appointment booking phone assess progress or close/ refer case > > > > issue decision assist with online advice process referral process calls external referral full assessment of circumstances and needs assisted phone create plan make enquiries agree plan F2F F2F log case on abritas verify evidence request evidence issue plan triage assessment phone enquiry signpost to HAL signposted to service by person, organisation or IAG issue outcome issue decision phone advice refer and/ or close case signpost s.202 email generate options and advice letter (after phone advice) signpost to HAL existing knowledge of service written advice post s.202 self > > Exit customer journey Exit customer journey outcomes/ consequences actions

21. A3 x 2 Lewisham Housing Needs - HRA Process s.179 s.188 s.184 s.179 s.189A s.184 Triage Interview & Assessment Advice Aware Approach Interview Personal Housing Plan initial assessment confirm appointments process referral update case on CDPSoft advice from online web pages allocate waiting ticket online advice internal referral appointment booking f2f progress or close/ refer case issue decision f2f > > > > process calls and basic info assist with online advice verify evidence process referral signposted to drop-in external referral tailored options & advice full assessment of circumstances and needs assisted phone create plan agree plan F2F F2F understand case verify evidence issue plan make enquiries process emails book triage appointment signposted to service by person, organisation or IAG issue outcome request evidence signposting and basic info open case on CDPSoft signpost view plan email phone enquiry issue decision f2f initial options and advice update plan s.202 online deal with urgent issues process post existing knowledge of service ... ... post s.202 self written advice > > Exit customer journey Exit customer journey outcomes/ consequences actions

22. A3 x 2 Middlesbrough/ 13 Homeless & Housing Advice - HRA Process s.179 s.188 s.184 s.189A s.184 s.184 Triage & Advice Interview Preparation Aware Approach Interview Personal Housing Plan make enquiries take basic details request evidence process referral assess urgency advice from online web pages phone enquiry online advice internal referral issue decision confirm appointments f2f s.202 > > > > assist with online advice process calls process referral external referral full assessment of circumstances and needs assisted phone create plan agree plan F2F F2F verify evidence initial options and advice issue plan process emails signposted to service by person, organisation or IAG issue outcome log case on jigsaw ... issue decision signpost deal with urgent issues email initial assessment f2f advice process post book interview appointment existing knowledge of service ... refer and/ or close case post s.202 self issue decision s.202 > initial options and advice log case on jigsaw deal with urgent issues initial assessment Exit customer journey phone advice book interview appointment refer and/ or close case ... written advice > outcomes/ consequences actions Exit customer journey

23. A3 x 2 Sheffield Housing Solutions - HRA Process s.179 s.188 s.184 s.189A Triage & Advice Aware Approach Interview Personal Housing Plan confirm appointments process referral advice from online web pages capture basic information (for call back) online advice internal referral f2f assess urgency > > > assist with online advice process calls process referral review case full assessment of circumstances and needs external referral assisted call backs arrange appointment phone F2F F2F verify evidence create plan issue outcome agree plan deal with urgent issues signposted to service by person, organisation or IAG process emails make enquiries issue plan phone phone f2f signpost ... issue decision email refer case deal with urgent issues process post provide options and advice existing knowledge of service ... initialassessment s.202 s.202 self post request evidence phone advice log case on CDPSoft > progress or close/ refer case issue decision s.202 ... Exit customer journey written advice > Exit customer journey outcomes/ consequences actions

24. A3 x 2 Oxford Housing Needs - HRA Process s.184 s.179 s.188 s.189A s.184 s.184 Advice Interview Preparation Aware Approach Interview Personal Housing Plan make enquiries confirm appointments request evidence process referral advice from online web pages capture basic information phone enquiry online advice internal referral assess urgency f2f initial assessment process calls log case on northgate > > > > assist with online advice capture basic information process referral external referral assess urgency assisted phone create plan full assessment of circumstances and needs agree plan F2F F2F book interview appointment issue plan verify evidence process emails deal with urgent issues signposted to service by person, organisation or IAG ... initial options and advice issue decision f2f signpost email request evidence issue outcome process post book interview appointment existing knowledge of service ... deal with urgent issues post s.202 self s.202 initial options and advice phone request evidence > ... written advice Exit customer journey > Exit customer journey outcomes/ consequences actions

25. A3 x 10 Becomes intentionally homeless Refused to cooperate Ceases to be eligible Refuses suitable accommodation Application withdrawn Accepts suitable accommodation 56-days expires POSSIBLE OUTCOMES s.202 56 DAYS - PREVENTION (ACTIONS FOR OFFICERS & RESIDENTS) s.195 > Extended prevention refer to relevant services financial assistance housing advice discretionary housing payment debt & arrears advice schedule and conduct reviews secure accommodation mediation & conciliation crisis support loan welfare maximisation update plan and assessment help to secure accommodation negotiation & legal advocacy housing-related support sanctuary or other security s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) > s.189B s.184 Accept main s.193(2) housing duty refer to relevant services secure accommodation negotiation & legal advocacy supported housing ... schedule and conduct reviews help to secure accommodation mediation & conciliation social housing application ... update plan and assessment financial assistance sanctuary or other security suitability checks ... > POSSIBLE OUTCOMES s.202 s.184 Not owed main housing duty Becomes intentionally homeless s.198 Referral to another authority Ceases to be eligible Refuses suitable accommodation Application withdrawn Accepts suitable accommodation Refused to cooperate 56-days expires > > Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184

26. A3 x 1 Early Issues & Challenges: Durham

27. A3 x 1 Early Issues & Challenges: Lewisham

28. A3 x 1 Early Issues & Challenges: Sheffield

29. A3 x 1 Early Issues & Challenges: Middlesbrough

30. A3 x 1 Early Issues & Challenges: Oxford

31. A4 x 4 Action learning sets: guidance for facilitators Indicative Timings (20 mins) Someone volunteer to present an issue or challenge • Facilitator's role is to guide the process and timing, capture notes and help the group stick to the principles of action learning (non-directive, non-judgemental, understand not advise) • Will be difficult for groups to maintain the non-directive approach (listen and support without directing a course of action) without a facilitator • Encourage members to reflect on their learning  • Where necessary, facilitators can demonstrate useful questions which enable the presenter to gain a deeper understanding of their issue (what, how, clarify) • Facilitators should stop the group from descending into advice giving and leading questions, reminding them they are to ask questions which enable them to understand the presenter’s issue, the presenter of the issue decides their own actions • Try and enable as many people to present an issue as possible Presenter presents (informally) their issue to the group, uninterrupted – 3 mins Facilitator summarises issue – 2 mins Questions from the group – 10 mins Facilitator summarises discussion – 2 mins Presenter identifies actions and reflects on learning - 3 mins

32. A4 x 20 Template for note capture

33. A3 x 1 Housing Options Service Blueprint Customer Journey:self-referral - homeless & non-PN (relative/ friends no longer willing to accommodate) - relief duty - successful relief (help to secure social housing) Approach Triage, Information & Advice Assessment & Plan Prevention Temporary Accommodation Settled Accom. Relief Up to 56 days (prevention & relief) 1.5 - 2 hours Customer contacts local housing authority for help Customer waits to speak to/ hear from someone Customer explains why they are contacting Customer is given/ finds initial information and advice Customer completes an initial assessment of their case Customer moves into interim accommodation Customer books appointment for full assessment interview Customer completes interview preparation and finds required docs Customer has full assessment and develops their PHP Customer completes steps in plan and updates caseworker on progress Customer has meeting with caseworker to review progress Customer has full statutory assessment for main duty Customer moves into temporary accommodation Customer secures or is offered settled accommodation Customer Actions s.184 s.179 s.188 s.189A s.195, 189B s.189A s.184 s.193 s.195,189B,193 s.184 Wayfinding Waiting area, call queue or email auto-reply, service info as advertised Conversation between customer and officer Conversation between customer and officer, IAG materials Conversation between customer and officer, initial docs and paperwork Help & support e.g. transport, next steps Conversation between customer and officer Pre-interview preparation pack Conversation between customer and officer, PHP template & info PHP, progress updates via text, email or phone Conversation between customer and officer, PHP Conversation between customer and officer Ongoing help & support Bidding, viewing, complete paperwork Touchpoint Line of Interaction Host/ reception greet customer Officer introduces themselves & asks what brought them here today Officer explains the process, the person’s rights and initial advice Officer completes initial assessment of customer’s case Officer helps customer with move Officer agrees and books appointment for full assessment Officer completes full assessment and develops PHP Officer receives updates from customer and provides updates Officer reviews progress and any changes with customer Officer completes main duty assessment Officer sets up help & support for customer Officer confirms suitability, ongoing support and end of duty Frontstage Line of Visibility Officer considers suitability and sources interim accomm. Officer interview prep, checks systems & completes inquiries Officer issues notification, PHP and completes inquiries Officer and partners complete relief/ prevention activity Officer monitors and manages caseload Officer considers suitability and sources TA Officer issues required notifications/ decisions Officer completes checks and issues required notifications Officer issues required notifications/ decisions Backstage s.202 s.202 s.202 s.202 Document scan, upload and verification Open case on CMS, procedural manual, local connection referrals Appointment booking system, notification and decision templates Staff training, CMS, PHP and notification templates CMS dashboard, housing register, medical assessment Intentionality decision Staff training, CMS, TA procurement, management & income collection Notification and decision templates Suitability checks, secure accomm., allocations policy CRM system, consider accessibility for all service users Staff training Staff training, IAG materials, quality standards TA procurement, management & income collection FoH/ telephony software, welcoming office Support Processes s.198 s.184