Agenda item

The Director of Housing Strategy and Options submits a report that advises Members on customer access to the Leicester HomeChoice scheme and levels of participation since its launch on 21^st April 2010.  The Board is asked to note current access methods and levels of participation to the scheme, the strategy that is in place for dealing with non-bidders and the process in place for dealing with customers who may be experiencing difficulty in accessing the scheme.  

The Director of Housing Strategy and Options submitted a report that advised Members on customer access to the Leicester HomeChoice scheme and levels of participation since its launch on 21^st April 2010. 

The Head of Housing Options introduced the report and stated that it was being presented as a result of a request at a previous meeting of the Board to receive an update on the progress of Leicester HomeChoice.  Members were informed that the scheme launched on 21 April 2010, as the new method of allowing tenants to participate in the lettings process which provided transparency and greater choice for applicants with regards to where and when they wished to move. 

It was stated that there were four main methods by which an applicant could apply for a property through Leicester HomeChoice.  The most popular of these was through the internet, with this being the method for 92% of all bids to date.  The other methods used were an automated phone system, text messaging and via digital television services.  It was made clear that applicants could also request a paper copy of the scheme. 

The Head of Housing Options reported that the scheme had operated by working closely with a number of key services that included libraries, customer services and housing and community centres.

The meeting was informed of the work undertaken to assist those who could not easily access the scheme.  Such methods included home visits and officers submitting automatic bids on behalf of customers.  Furthermore, written information on the scheme was distributed to those who had not participated in the bidding process, and that the level of overall participation had consequently risen.

The Head of Housing Options referred to an appendix which compared the ethnicity of customers in relation to current applicants, bidders, lettings and refusals.  In terms of the latter category, it was noted that there were relatively high levels of refusals from people within Asian communities, and that a piece of research to analyse this further was to take place.  On this matter, it was questioned whether penalties were issued for those who refused the offer of a property.  In response, officers explained that if an applicant refused three separate offers, then their application would be refused, and potentially suspended for up to 12 months.  Councillor Westley, Cabinet Lead Member for Housing was in attendance and stated that it was important that such sanctions were in place to minimise abuse of the scheme. 

Clarity was sought in relation to bids submitted on behalf of applicants.  In reply, it was explained that applicants selected general locations that they wished to live within, before officers pursued any bidding.  Councillor Westley also spoke of the intention to widen access to the scheme by installing access points in all housing offices in Leicester. 

In response to a question around those who had been allocated housing that was unsuitable for their needs, officers reported that such cases should be referred to dedicated housing officers to discuss issues of concern.  With regards to incidents of anti-social behaviour (ASB), Councillor Westley informed Members that all low level ASB was now dealt with by local housing offices and that more serious incidents were dealt with by LASBU.

A question was asked with regards to the length of time at applicants should wait to receive a PIN in order to access Leicester Home Choice.  Officers explained that the target time to issue a PIN was within 10 working days, though member stated that they were aware of a case where an applicant had to wait significantly longer. 

Members generally welcomed the progress made with regards to Leicester HomeChoice and felt that overall the scheme had been operating well since its inception. 

RESOLVED:

(1)               That the current access methods and levels of participation to the scheme be noted.

(2)               That the strategy in place with non-bidders be noted; and

(3)               That the process in place for dealing with customers who may be experiencing difficulty in accessing the scheme be noted.