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End of year review 2013-2014

End of year review 2013-2014. Advice & Support - Consultancy. In addition to calls the online queries were up by 32% for CABs with 526 enquiries, and up 64% for LAs & agencies with 234 enquiries. 12,067 calls were made to our housing consultancy lines . ….a 22% increase on last year!.

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End of year review 2013-2014

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  1. End of year review 2013-2014

  2. Advice & Support - Consultancy In addition to calls the online queries were up by 32% for CABs with 526 enquiries, and up 64% for LAs & agencies with 234 enquiries 12,067 calls were made to our housing consultancy lines ….a 22% increase on last year! We responded to 27% more new and repeat enquiries, a total of 10,218! 9613 confirmation of advice emails were sent On average each call takes 28 minutes

  3. Members advice (by cases opened)

  4. Regional matters – by cases opened Local Authority Housing Advice Line NHAS Consultancy Line (bureaux and agencies)

  5. Top 10 presenting problems* NHAS Consultancy Line (bureaux and agencies) Local Authority Housing Advice Line *not including ‘other’

  6. Training • There have been year on year increases to our training services, and in 2013-14 we have: • Delivered 394face-to-face courses to 4170advisers • Trained 5561advisers through our e learning or bite size • Reviewed and updated 18 courses from our bureau and agency programme • Developed 5 new bureau and agency courses • Produced 4 new Bitesize, and an Introduction to advising on mortgage arrears self study pack • Reviewed and updated the Local Authority training programme and rolled out a new welfare reform course • Delivered 22webinars • Developed and launched a new online booking system for bureaux and agencies • Seen growth in on demand training requests – where courses are delivered in house – and bespoke scheduling: • 73 additional course requests processed in 2013/14

  7. Advisers trained (F2F) – all members

  8. Courses delivered - Bureaux and agencies Course Topics

  9. Courses delivered - Local Authority training Face to face Webinars

  10. Information Resources • Housing and homelessness information in AdviserNet • Housing Matters (bi-monthly) • Adviser magazine (bi-monthly) • Housing Matters factsheets for clients • Range of publications e.g. dealing with mortgage arrears • Wide range of briefing material and FAQs available from www.nhas.org.uk • Monthly e-bulletins to members

  11. Improving Outcomes for Young People This new website launched in May 2013 to help professionals working with young people on housing and homelessness issues. • The site is a knowledge base for those involved in helping young people sort out their housing problems and encourages local authorities and their voluntary sector partners to take a more proactive approach towards preventing young people becoming homeless or vulnerably housed. • Since the site launch in May we have had: • 5,567 website visits • 19,061page views:  • 9,267 visits to the ‘Advice for advisers of young people’ page • 3,170 visits to the ‘Delivering services for young people’ page

  12. Mortgage Debt Advice • Homelessness was prevented in over 1,400 cases, • 40% • more than last year more households with mortgage debt issues were helped this year, a total of 2400! 18% • 45% • of cases • Lenders had commenced possession proceedings in 142 different local authorities referred cases to us • Developed and delivered Preventing Mortgage Repossessions webinars for local authorities and other voluntary agencies

  13. Mortgage Debt Advice – referral agency

  14. Client Outcomes

  15. Most common presenting problems

  16. Supported Money Advice Scheme (Bureaux) • Handled 710 cases where the client was in mortgage arrears, at risk of possession and qualified for MRS • Homelessness was prevented in 84% of cases • On average during the year the top two presenting reasons were illness and relationship breakdown • In about a third of cases MRS was identified as the option to pursue but in approximately half of cases were able to identify an advice/budgeting/income maximisation option that would enable the client to retain their home • Jointly delivered the MRS Direct Lender referral option for Lenders • Provided in house support workshops to bureaux • Provided briefing material and updates for bureau staff on MRS and mortgage arrears options

  17. Development – Training for Bureaux & Agencies New face-to-face courses developed • Housing & Welfare Reform • Mortgage Arrears & Budgeting • Mortgage Advice and Possession Proceedings • Housing update course • Rented housing issues New bite size • Housing disrepair • Housing & homeless applications: the different • Housing status refresher • Introductory and starter tenancies in a nutshell New self study pack • Introductory to advising on mortgage arrears

  18. Development – Training for Bureaux & Agencies • Can my client afford to stay in their home? • Housing rights for agricultural tenancies • Tenancy deposit scheme • Tenants of landlords facing possession action • Tenancy deposit scheme • Tenants of landlords facing possession action • Introductory and starter tenancies in a nutshell • Housing court desk skills • Landlord harassment • Applying to suspend a warrant of possession Courses amended, reviewed, updated • Advising on possession proceedings for rented housing • Housing assistance for persons from abroad • Homelessness Advice- Next Steps • Housing and Relationship Breakdown • Housing Foundation • Housing Options and the Localism Act • Housing Rights for Students • Housing Rights for tenants with tied tenancies • Housing rights for ex offenders • Localism Act 2011 and housing

  19. Development – Local Authority Training • Developed and rolled out a Welfare Reform for Occupiers in Rented Accommodation course • Developed a Security of Tenure course ready for delivery in 2014/15 • Introduced a webinar on the Spare Room Subsidy to complement the face to face welfare reform course, and a Student Union Tenancy Deposit webinar • Completed course reviews of 6 core training courses: • Housing Advice for Housing Options • Persons from Abroad • Relationship Breakdown, Domestic Violence and Homelessness Prevention • Young People: Homelessness and Housing Options • Advising & Assisting Non Priority Households • Basic Mortgage Debt Advice

  20. Development – Agency Membership • 28 new members signed up • 25 local advice agencies and 3 national organisations • Overall membership included • 145 OVAs • 12 Nationals • 27 Student Services • 12 Refugee and Migrant organisations • 2 Registered Providers • Membership • 100 expressions of interest in membership • 15 expression of interest meetings • 22 existing agency meetings • 17 presentations to potential, new existing members

  21. New members – voluntary organisations Kent Union Greater Kent Student’s Unions Together Coulsdon Sixth Form College Encompass SouthWest Gipsil National Autistic Society Barnsley MBC Children’s Centre Berwick Youth Project Huntingdon’s Disease Association Aston Students Union Wigan Housing Solutions CIC Shinewater Shaftesbury Centre Reading Community Welfare Rights Prisoners Abroad • Chapter 1 • LAMP • Leeds University Union • Herts Young Homeless • The Bridge • Keyhouse • MAP • Eaves Housing for Women • DIAL (Leeds) • Camden Community Law Centre • Castle Vale TRA • Homemaker South West • Look Ahead • St Basils

  22. Resources • 150,889 website visits – more than double last year • Top web pages for members:

  23. Alongside our established monthly updates to Local Authorities and Advice Agencies, from October 2013 we introduced monthly MDA bulletins • Bi monthly updates for Housing Matters providing you with leaflets on the Spare Room Subsidy, Benefit cap, Full Housing Duty, and Suitability, and articles covering Eligibility for Croatian and A2 nationals, High Court Bailiffs, the Social Fund after April 2013 to name a few • Advisor magazine – contributed regular housing articles to this bi monthly publication • Developed or updated over 289 housing information items on AdviserNet • Produced briefing documents on areas such as Tenancy Deposits, spare room subsidy etc for advisers – accessible through the website • Published leaflets for the general public, such as ‘Can I afford my mortgage?’

  24. Feedback I’ve been asked to pass on the following by a couple of trainees who attended the recent course. They thought [the NHAS trainer] was brilliant. They were not sure how to write this on the evaluation sheets, but they wanted to express how good he was, that he was very good at keeping their interest levels high and that they learnt a great deal. They are now very enthusiastic about housing. (Bureau) Consultancy Line We saw an increase in the number of returned surveys this year – thank you for taking the time to provide feedback! (NB COA = confirmation of advice) Training Agency training - 95% (average) rated the course as good or excellent, 93% (average) rated the trainer as good or excellent LA training - 93% (average) rated the course as good or excellent, 95% (average) rated the trainer as good or very good 89% that attended local authority training would recommend the course they attended 90% that attended local authority training thought the course level was appropriate • LAHAL - 17% of all COAs sent resulted in a completed survey • NHAS - 12% of all COAs sent resulted in a completed survey • Overall - 13% return rate • The information and advice given on the telephone was clear and helpful to my client. - 93% Agree or Strongly Agree • I would use the service again. - 95% Agree or Strongly Agree I regularly use this service and find it invaluable to support my role, my enquiries are varied and the NHAS team never fail to provide accurate, and relevant information about the issues my clients are facing. Thank you a million times for this great service.. (Advice Agency)

  25. Feedback Thank you again for all your assistance throughout this process. I can't praise [NHAS MDA] enough for your expertise whenever I've got in touch and needed assistance. Very impressive service! (Local Authority) Mortgage Debt Advice Agency survey • 98% of LA’s that responded said that people they spoke to were friendly and informative. • 96% of LA’s that responded said that they would refer cases to the service again. • 96% of end users that responded said that MDA staff were friendly and approachable. • 98% of end users that responded said that advice was explained clearly to them • 98% of end users that responded said that they were happy with the service. • 93% of end users that responded said that the service had a positive impact on their case. • 92% were extremely likely to recommend to a colleague • 82% are happy the training is meeting their organisation’s needs • 100% are satisfied with the Consultancy Line time taken to answer a query • 90% find the NHAS website provides the housing resources and information they need • 'Keep up the very good work you do.' • 'Very satisfied. Thank you.' • 'It is reliable, high quality and I can't fault it.‘ • (Comments from agency survey)

  26. Other activities - Preventing Mortgage Repossession Events The Mortgage Rescue Scheme delivery group agreed to hold a series of events across the country to support wider communication of the close down of MRS two, and to disseminate and gather further information on lessons learned from the scheme. Four events were held in Manchester, Leeds, Nottingham and London. Council of Mortgage Lenders delivered presentations outlining the lenders’ perspective, the Homes & Communities Agency, and Greater London Authority (London only), covered the MRS programme and lessons learned, with NHAS providing an update on the money advice support available • 167 delegates attended – with a good mix of LAs, CABs, voluntary agencies, and a small number of housing providers and lenders

  27. Other activities - Preventing Mortgage Repossession Events • Delegates raised concerns about a number of issues but principally focussed on the loss of MRS and Preventing Repossessions Fund monies and the inevitable lack of anything to replace the scheme. • NHAS has prepared a Lessons Learned report that pulls together the positive and negative aspects of the scheme using contributions from key stakeholders – this has been shared and is available to view at www.nhas.org.uk

  28. Other activities – NHAS supporting the Gold Standard Programme The Ministerial Working Group published the ‘Making Every Contact Count – A joint approach to preventing homelessness’ in August 2012. The documents set out 10 local challenges for local authorities to achieve. NHAS secure funding from DCLG to provide LAs with Shelter Legal membership, training and tools. • 306 local authorities took up Shelter Legal membership – each membership allowed access for up to 20 users • 324 training days, covering intermediate and advanced level topics, were provided and 4062 delegates attended • The 3 most popular courses were: Homelessness Update; Housing Law Update and Security of Tenure • The feedback showed that 95% of delegates rated the course as good or excellent, and 96% rated the trainer as good or excellent

  29. Shelter Legal Training

  30. Other activities – Homelessness practical workshops We developed a practical workshop for bureau advisers in response to the kind of queries they were getting. The format covered case studies looking at advising on Homelessness and allocation policies. The feedback we received was excellent for the content and format, and in the end 9 were delivered across England. “Delivery included discussion and tactics which our advisers found very helpful”

  31. Other activities – Gold Standard Bespoke Training NHAS commissioned the Youth Pathway: Developing a pathway for young people in housing need (16-25 year olds) course, and it was rolled out in March 2014. The course was designed to ensure participants leave with a range of ideas, information and increased knowledge regarding how to improve joint working and prevention of homelessness amongst young people. • 2 local authorities hosted cluster training for the Youth Pathway course, delivered by St Basils, and 38 delegates were trained

  32. Other activities – Gold Standard Tools NHAS (Shelter) developed: • Diagnostic Peer Review Tool: this has allowed LAs to assess their service with other authorities in a peer setting • The stats compiler: this allows local authorities to look at their local area statistics • National Practitioner Support Service (NPSS) website: NPSS have overall responsibility for the delivery of the Gold Standard Programme

  33. Outcomes We wanted to find out more about the outcomes for you and your clients. The percentages below are based on the members that replied to our request for information on outcomes from NHAS support: • Consultancy Lines • 17% of respondents said cases resulted in homelessness prevented • 17% of cases resulted in clients securing settled or permanent housing • 100% of respondents were satisfied or very satisfied with the service • Training for Local Authorities • 78% of those that completed the survey said their confidence in dealing with the • training topic had increased, both immediately after training and sustained this 3 • months on • 89% said that they had been able to apply the knowledge gained • 45% said they had cascaded information they had learnt on to colleagues

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