Inside this issue - Chartered Institute of Housing (CIH) Policy Pdfs/Scottish Housing Matters/Scottish... · ISSUE 62 June 2013 Inside this issue ... subsidies for the AHSP. A Working

Pho

tog

raph

© G

erry McC

ann

Chartered Institute of Housing Scotland

ISSUE 62 June 2013

Inside this issueWhat happened at the Annual Conference & Exhibition

Affordable Housing SupplyWelfare reform update

Rents and Universal CreditInnovations in affordable housing finance

Making regeneration happen – focus on ng homesChair’s trip to Malawi

Tenant scrutinySocial media for social housing

Resilience, inequality & resistanceLatest Strategic Partnership signing

SCOTTISH HOUSING MATTERS

2 3ISSUE 62 : JUNE 13


2

EDITOR: Alan FergusonCIH Scotland, 4th Floor, 125 Princes Street, Edinburgh EH2 4AD tel 0131 225 4544 email [email protected] Design: ink-tank and associates [ink-tank.co.uk]

A Word from the ChairElaine GibsonChair of CIH Scotland

Welcome to the June issue of Scottish

Housing Matters – that’s half the year gone

already! Since the last issue, we’ve had

Scotland’s showcase housing conference and

exhibition and what a success it was too!

There was so much to attend, to listen to, to

talk about – and to enjoy. The feedback to

date has been really positive but we know we

can always improve, so we would love to hear

your thoughts on 2013’s Conference and any

ideas you have for next year’s event.

The biggest issue for housing organisations

remains welfare reform (see update in this

issue). In some ways this is inevitable given

the implications for our tenants, our staff and

our organisations, but we can’t take our eye

off other important things like the Charter.

Organisations have had some hard thinking

to do – and hard choices to make – and this

isn’t going to stop as we’re going to have

some more hard thinking to do as we move

towards Universal Credit – see Steve

Wilcox’s article.

New supply remains a significant challenge

for the sector. Whilst CIH Scotland believes

the Scottish Government may well hit its

completions target over the next couple of

years, the jury is definitely out thereafter

– once you’ve used up your reserves you’ve

used them! At our Annual Conference &

Exhibition, the Minister for Housing and

Welfare announced the creation of a Working

Group on Financial Capacity, Affordability

and Development Subsidy, which CIH

Scotland is pleased to be part of. Short term

fixes are needed now, but we also need to determine what’s needed in the longer term. See Bill Barron’s article on the Affordable Housing Programme.

Other key features in this issue include a

focus on the winners of this year’s CIH

Scotland/Scottish Government Excellence in

Regeneration Award – ng homes – and well

done to them. There’s also a piece by David

Bookbinder on the results of a survey of

senior officers earlier in the year – makes for

interesting reading. Of course, there’s lots

more – happy reading!

Poverty is relative, as I discovered during my

recent working visit to Malawi (see later in

this edition). However, I have recently

become disturbed by the increasing number

of individuals, couples and families being

referred to my organisation, ANCHO, to

collect food parcels (we act as a distribution

point for a food bank charity, The Trussell

Trust). I find it heartbreaking to think that, in

2013, in a developed country such as the UK,

people are having to rely on charity handouts

to feed themselves and their families. Shame,

shame, shame…

Elaine GibsonChair, CIH Scotland

SCOTTISH HOUSING MATTERS is produced by the Chartered Institute of Housing Scotland

As the school year draws to a close, students and staff at St Roch’s Secondary School in Glasgow are keenly awaiting the results of the pupils’ final assessments for the CIH Scottish Certificate in Community Action in Housing.

Over 20 S5 and S6 pupils have been taking part in a pilot programme sponsored and supported by Glasgow Housing Association (GHA), delivered by the school and managed by CIH Scotland.

The course assesses the involvement of the students in their local communities and helps develop their

understanding of the local housing sector and public services. The qualification has been accredited with the Scottish Qualifications Authority and could be the first step on a career in housing. Maureen Dowden, GHA’s Assistant Director of

Community Engagement and Governance, said:

“We’ve been offering this course to tenants for the past five years but this is the first time we, or any organisation, has been involved in its delivery in a school.

“It’s a really exciting development and the young people are very enthusiastic about learning about housing.”

Confirming the success of the pilot, class teacher Phil Woodley commented:

“Although the programme is still to be formally evaluated and the results of the students’ final assessments confirmed, the view of the school is that this pilot has been a great success and we look forward to delivering the qualification again. The fact that the course work for the CIH qualification complements that of national qualifications that the school is already delivering to pupils is a real help to both students and staff.

“We have appreciated the support from both GHA and CIH and the students have enjoyed the course, particularly their trip to the CIH Scotland Conference & Exhibition

which was kindly sponsored by GHA. St Roch’s would recommend other schools to work with their local social landlords and CIH to deliver this qualification.”

Director of CIH Scotland, Alan Ferguson, echoed the positive reaction of the school and GHA, saying:

“We are delighted with this qualification pilot and hope it serves as a model for other housing organisations and schools across the UK to follow suit. To see young people develop through voluntary activity in their communities and to be able to improve their understanding of housing issues is fantastic. Housing organisations and schools working together in this way will help students appreciate that the housing sector offers the chance of a stimulating and fulfilling career after school. The support of GHA and the commitment of St Roch’s School have been key to the success of the programme.”

ÊÊ For more information on how your organisation could assist a local school deliver the qualification, email [email protected].

CIH qualIfICatIon Course top of the class at st roch’s

Photo: GHA Chair Gordon Sloan with St Roch’s pupils, GHA and CIH Scotland staff at the CIH Scotland Conference & Exhibition 2013

“It’s a really exciting development and the young people are very enthusiastic about learning about housing.”

ISSUE 62 : JUNE 13 4 5


It’s a busy time for the private rented sector in Scotland. All tenancy deposits must now be registered in a government approved tenancy deposit scheme, landlords need to provide tenants with a Tenancy Information Pack at the beginning of a tenancy, and the Scottish Government has recently launched its strategy for the private rented sector.

Add to this mix an increasing reliance by Scottish households on the private sector as a housing provider – the number of households renting privately in Scotland has nearly doubled in the last 10 years to 290,000 – and you can see why it has never been more important for private landlords and their tenants to keep on top of existing and new legislation.

Too much information? Confused? Help is at hand. To aid private landlords and tenants navigate the private rented sector successfully, Shelter Scotland has

teamed up with the Scottish Government to put together a brand new information website –www.rentingscotland.org – to give simple, clear and reliable information on the rights and responsibilities of private landlords and tenants.

There has been growing need for a ‘one stop shop’ where both landlords and tenants can find clear and neutral information in relation to private renting. RentingScotland.org – part funded by the Scottish Government – is backed by organisations from across the housing sector: the National Union of Students, the Scottish Association of Landlords, Landlord Accreditation Scotland, RICS, CIH Scotland, Citizens’ Advice Bureaux and Shelter Scotland. By securing the backing of such a broad range of voices, the website represents a credible and trustworthy source of information for both tenants and landlords.

So, if you’re a tenant wondering what to look out for when you’re about to sign a lease, or a landlord who wants to know what’s in the new Tenant Information Pack – RentingScotland.org provides each party with unambiguous and practical information on how to go about renting in the private sector.

The legislation behind landlords’ and tenants’ rights and responsibilities can often be complex, so the website sets out to provide this information in simple and actionable terms. Subjects are broken down into easy-to-digest chunks, with clear actions set out at the bottom of each guide.

The Tenant Information Pack itself can also be downloaded from a link on the website, alongside an easy-to-read guide of its contents, meaning that landlords and tenants have access to simple and clear information on the implications of renting property. Prevention is better than the cure – so by helping landlords and tenants know what is expected of them from the outset, many common tenancy problems can be avoided. For example, by making sure that a deposit is registered, no upfront letting agent fees are charged or that an AT5 is served correctly, the potential for complex, and sometimes costly, disputes can be avoided.

Continued engagement with and awareness of private rented sector rights and responsibilities among landlords and tenants was another key motivation behind the creation of the website. The long-term aim is that RentingScotland.org will be the go-to place for any renting

queries – whatever the stage of the tenancy – and where tenants and landlords can go to stay informed of changes in the law.

To encourage engagement with the website in the long run, landlords and tenants can create an account on the site to collect personalised information on renting. By registering and logging in, users can bookmark useful guides and checklists to reference at a later date. For example, landlords will be able to come back to the guide to renting out a property every time they take on a new tenant, while tenants can fill out their own pre-tenancy checklist every time they sign a lease.

There are also regular email updates – one for landlords and one for tenants – which will contain handy reminders of upcoming changes in the private rented sector and examples of good practice. Social media addicts can keep up to date on Twitter by following @rentingscotland – with handy reminders about private renting in Scotland being tweeted regularly, meaning users will be kept up to date with the latest news from the private rented sector.

RentingScotland.org means landlords will no longer need to pursue fruitless internet searches to find important documents,

while trying to distinguish between English and Scottish tenancy laws. And informed tenants will be put in a strong position from an early stage in the renting process – fully aware of what they and their landlord are responsible for.

ÊÊÊComments on the website, or suggestions for extra subjects to be covered, are encouraged. And, of course, make sure you visit RentingScotland.org and follow @rentingscotland on Twitter.

Contact: [email protected]

A new website for the privAte rented sectorJames Battye, Policy Officer, Shelter Scotland


ISSUE 62 : JUNE 13 6 76

Bill Barron, who’s responsible for Investment Policy, Planning and South Programmes in the Scottish Government’s Housing Supply Division, looks at the current programme and future plans.

Earlier this month official statistics were published by the Scottish Government showing the key outturn figures for the Affordable Housing Supply Programme (AHSP) in 2012-13. We are now two years into the five-year

commitment to deliver over 30,000 affordable homes, and the statistics illustrate the progress which is being made.

There were 6,009 affordable completions last year of which 4,274 (71%) were for social rented housing. Total completions for the first two years were 12,891, including nearly 10,000 homes for social rented housing. Encouragingly, the number of site starts in 2012-13 also exceeded 6,000 affordable / 4,000 social. But the number of approvals was down, at just under 5,000, of which 2,452 were for social rent.

The dip in the number of approvals is partly a matter of timing; many of the approvals from the 2011 Innovation and Investment Fund were made before the end of March last year, while the majority of those from the 2012 Strategic Local

Programmes (SLPs) will not be recorded until 2013-14. However, this does highlight the need for pace to be maintained. Between them, earlier this year, councils’ 2012-2015 SLPs contained proposals for 8,000 additional units to be approved. All of these programmes now need to be taken forward to the stage where formal approval for individual projects can be given, and construction can proceed.

Under the new arrangements introduced a year ago, this part of the process is now a three-way responsibility, with councils, housing associations and Scottish Government area teams working together. Proposals from housing associations have to contribute to meeting councils’ strategic housing priorities, and the subsidy provided needs to be acceptable to both the council and the Scottish Government.

We have been very encouraged to see the strengthening of practical working relationships between councils and housing associations across Scotland – and our area teams are keen to support and assist this in any way they can.

Equally important is that councils and housing associations should already be looking ahead to the next round of projects that will deliver the new completed units for several years to come. In March we were able to notify councils of forward budget assumptions for their

local programmes through to March 2018. These were not future budget forecasts, but rather a working minimum assumption to allow forward planning with confidence.

the scottish Government is well aware of the financial pressures on social landlords and their tenants, arising in particular from the uK Government’s welfare reforms.

In light of these pressures, the Minister for Housing and Welfare has asked for advice on the balance between affordability for tenants, landlords’ financial capacity, and Government subsidies for the AHSP. A Working Group, with representatives from CIH Scotland, the Scottish Federation of Housing Associations, the Glasgow and West of Scotland Forum, COSLA and the Association of Local Authority Chief Housing Officers, has been considering these issues since April and will be submitting a report to the Scottish Government in the next few weeks. With pressures on all parts of the system, including the Scottish Government’s own capital budget, there are no easy answers. It remains imperative that we all continue to examine how best to deliver a strong affordable housing programme in these challenging times.

affordable Housing supply

ISSUE 62 : JUNE 13


98 9new duty on housing support implemented

Robert Aldridge, Chief Executive of Homeless Action Scotland (formerly the Scottish Council for Single Homeless)

From June 1st the duty for local authorities to assess homeless households for their housing support needs and ensure they are given that support comes into force. The legal duty was contained in the Housing Scotland Act 2010. Partly because this new duty was added at a late stage of the passage of the Act, the Scottish Government delayed implementation to enable full consultation on the implications to ensure there were no negative unintended consequences.

The duty has been backed up by regulations and will be accompanied by guidance, which is due to be published to coincide with the implementation date.

What is the duty?The responsibility to carry out the duty lies with local authorities. They must assess the housing support needs of any homeless household whom they have ‘reason to believe’ has such needs. This includes any person who normally resides with the applicant. They must then ensure that the support is provided.

What is meant by support?In the regulations, four broad types of support are defined:

ÊÊ Help with budgeting, debts and welfare benefits

ÊÊ Assisting households to engage with individuals or organisations with an interest in their welfare

ÊÊ Tenancy rights and responsibilities

ÊÊ Advice and assisting a person to settle into a new tenancy.

The duty raises a number of issues which should be addressed in the guidance.

Many local authorities have already been offering housing support to homeless households as part of general good practice, but the duty formalises it, and they will have to be able to demonstrate clearly that they have complied with the new law.

There needs to be clarity about when the duty is discharged under the homelessness legislation, and when the provision of housing support simply becomes part of the mainstream housing support service. Further work is also needed on how the housing support (whether offered by local authorities or third parties) will be recorded and monitored.

Homeless Action Scotland (formerly Scottish Council for Single Homeless) has concerns that the new duty focuses on the point of crisis rather than prevention, and may result in diversion of resources from prevention. Local authorities will need to be clear that there is not a ‘perverse incentive’ for people to move into crisis in order to obtain housing support services.

We also need to ensure that the duty does not create a new set of ‘intentionally homeless’ households. Where a household does not engage with support, they should not automatically be deemed intentionally homeless.

Overall, however, the duty should embed good practice into the mainstream work of all local authorities and help generate more positive outcomes and build on the positive momentum of good practice towards homelessness in Scotland.

Did you know this symbol highlights that a product or service is exclusive to members?

Not a member and want to find out what you’re missing, then call the team on 0131 225 4544 or email [email protected] for more information. Watch out for further details!

Member benefitsAs a member of CIH did you know that you get a whole range of benefits. These include access to a specialist team of housing policy professionals, up to date housing news, career workshops, webinars, discounts on training and events in Scotland.

Regardless of what organisation we are members of, at times we ask ourselves: is it good value for money, what benefits do I get, are they enough, are there added benefits the organisations can give me? That’s why if you’re a CIH member and you stay in Scotland, you do get get more for your money! Over the years we’ve tried to give members more benefits. Right now the additional benefits of being in Scotland include:

ÊÊ Scottish Housing Matters – the quarterly magazine

ÊÊ Scottish Housing Digest – a twice a year round-up of policy issues across the UK

ÊÊ Member events – five times a year in different parts of Scotland

ÊÊ One-off publications including good practice guides

ÊÊ We hold a free annual conference for student members

ÊÊ We have a HR members network

ÊÊ We’ve just started to hold breakfast networking sessions free to members

ÊÊ Members have free access our touchdown space in the Edinburgh office, and

ÊÊ You also get a discount to the CIH Scotland Annual Conference & Exhibition.

What do you think of these and what else would you like to see from CIH Scotland?Please get in touch and let me know: [email protected]

ReGIStRatIon oPen foR HouSInG qualIfIcatIonS commencInG In auGuSt at cIH ScotlanD

cih level 2 certificAte in housing mAintenAnce Our popular introductory maintenance qualification commences on 8 August in Edinburgh. The units are delivered over five days, spread over a number of weeks. On average, candidates should expect to take around five to six months to complete the qualification.

cih level 3 certificAte in housing prActiceDue to demand we will also be running the CIH Level 3 Certificate in Housing Practice as an open programme in Edinburgh commencing on 1 August. The eight unit taught qualification will provide you with a mix of broad skills and knowledge to underpin your housing practice and provide learning in specific areas of front-line housing services.

ÊÊ Did you know you receive free membership of the CIH for the duration of your studies, giving you access to member only resources to not only assist your studies but everyday work?

ÊÊ To find out more and register your place email [email protected] or call the team on 0131 225 4544

Exclusive to members

11ISSUE 62 : JUNE 13 10


10

In the wake of the implementation of the Scottish Social Housing Charter, tenants and social landlords in Scotland are beginning to gear up for the challenges posed by scrutiny. But what is scrutiny? How do we do it? And how will we demonstrate we are making a success of it?

Scrutiny in housing services is the careful examination of performance and services. It’s about empowering tenants to ask the right questions of their landlord; it’s about understanding how social housing businesses operate and how decisions are made. Tenants require access to information, including comparative data, combined with training and skills development to empower them to ask these questions.

The three principles of scrutiny are independence from other governance and management structures, formality in operation, and power for residents to challenge and effect change.

Supporters of scrutiny argue that the organisation as a whole benefits; not only the tenants, but also staff, governing members and wider stakeholders by strengthening governance within the organisation. In Scotland, we can learn from England and Wales where scrutiny has been a major activity within the social sector since 2010 and 2011 respectively. The 10 “co-regulation champions” in England all demonstrate how scrutiny has been linked to the governance arrangements within their organisations.

Tenant scrutiny panels are one model being used to link scrutiny activities to governance arrangements and some tenants and landlords may wish to adopt this in Scotland. Alternatively, we may find over the next few years that scrutiny develops in its own way in Scotland, learning from the English and Welsh experiences but with a Scottish twist, to fit the needs of the sector.

To support developments in Scotland, the Scottish Government has now commissioned CIH Scotland, in partnership with HouseMark Scotland, to develop and deliver a three-year scrutiny training and learning programme.

The programme is designed to improve housing organisations’ understanding of scrutiny and test out how landlords, staff, tenants and boards/councillors can deliver this in practice. It’s a comprehensive and ambitious programme – over the three years the aim is to roll out the training to at least 34 housing organisations across Scotland.

We’re currently working with a small group of ‘early adopter’ organisations to test out the initial programme and materials. Fuller roll out of the programme will take place from September onwards and we’re interested in hearing from other organisations who want to be involved.

ÊÊ Want to find out more? Contact Marian Reid, Head of Learning and Development and Scrutiny Project Manager, CIH Scotland at [email protected] or call 0131 225 4544.

Rising to the challenge of tenant scrutiny

Kirsty Wells,HouseMark Scotland

Marian Reid,CIH Scotland

LEARN wITH US IN 2013

Project Management 23 July, Edinburgh This popular course will give you a practical understanding of the fundamentals of project management, allowing you to hit the ground running in managing effective projects when working in a project team.

Personal safety in and out of the office 20 August, GlasgowThis practical course has been designed to help you stay safe in a range of settings, in and out of the office. It covers the key elements of planning ahead and assessing potential risk in the office, in someone’s home, and when lone working.

Practical Appreciative Inquiry (AI)19 September, Edinburgh We are really pleased to be offering this one-day programme in 2013. If you are looking to understand and experience an innovative and effective approach to change management and organisational improvement then this is the programme for you. This very practical session will encourage you to focus on what’s working and to harness good practice, creativity and positive thinking.

ÊÊÊTo find out more or book a place on any of these courses, visit www.cih.org/scotland, email [email protected] or call the team on 0131 225 4544.

Do you want to work more effectively, learn new techniques, refresh your skills or try something new? Then visit the website cih.org for a full list of our learning and development programmes. We also deliver tailored programmes on pretty much any topic in-house at your organisation – just call us for more information on 0131 225 4544 or email [email protected]

ISSUE 62 : JUNE 13 12


13

support to tAckle welfAre reform

In April this year, the Scottish Housing Best Value Network (SHBVN) launched a new service to support social landlords in Scotland prepare for and deal with the impacts of welfare reform. The project is being delivered in partnership with CIH Scotland and SFHA and is part funded by the Scottish Government and SHBVN.

For more information on the Forums or welfare reform follow the link below. If you wish to be added to the mailing list for our events, contact [email protected] or telephone 0131 240 5227.

shbvn welfAre reform forums www.shbvn.org.uk/welfare-reform/

welfAre reform & housing knowledge hub https://knowledgehub.local.gov.uk/group/

The forums are OPEN AND FREE to ALL social landlords.Three regional forums have been established across Scotland which will meet every eight weeks to provide a platform for practitioners to meet and discuss problems and challenges. The forums will also provide practitioners with information, advice and tools to deal with the many issues they face.

During the first round of forum events in April, a number of key issues were discussed and debated. A representative from the Department for Work and Pensions also attended each forum to provide an overview of the welfare changes and the presentations are available on the website.

some of the key issues rAised during the first events included:Bridging the gap in digital inclusion – rural perspective

Discretionary housing payments – the reality for potential claimants

Access to bank accounts – what products are out there and available to tenants

Improving tenant engagement – not just getting the message across.

These issues have been shared with the Scottish Government and where possible support will be provided via future forums and the Knowledge Hub website.

JuneHousing for older people19 June – Edinburgh

Kindly supported by

This event homes in on what’s happening on the ground as housing and partner organisations seek to get to grips with the challenges of our ageing population. Sessions include new directions in supporting older people to stay at home, such as developments in providing adaptations and dealing with dementia, as well as the latest initiatives in providing new or remodelled specialist housing and care.

AugustWelfare Reform: The landlord/customer relationship is changing 27 August - Edinburgh

Are you prepared for how the migration to Universal Credit will transform the culture of social housing provision? More than half of social tenants will become first time paying customers. How to deliver effective social housing services more commercially is becoming more important than ever. And managing the change isn’t just about improving rent collection and debt recovery.

This event is an opportunity to look at how this altered customer/landlord relationship can be enhanced by technology, how insight about customers can help shape and improve social housing service design and delivery, and how job roles are evolving to adapt to the changes.

CIH SCO

TLAN

D Ev

ENTS D

IAry

ÊÊ

For more information and to book your place at any of these events, visit www.cih.org/scotland, email [email protected] or call 0131 225 4544.

We also offer a range of exhibition and sponsorship opportunities. For further information on the packages available, call Sean Henderson on 0131 240 5202 or email [email protected]

September Maintenance and Asset Management Conference 11 & 12 September – Macdonald Inchyra Grange Hotel, Grangemouth

There’s so much happening in maintenance and asset management that you just can’t afford to miss this event. On the big picture side, there’s the income threat from welfare reform and how the Regulator assesses this, procurement challenges, ECO and the Green Deal, as well as the new energy efficiency standard for social housing. On the nitty gritty side, there’s disposals and buy backs, environmentals, wood v PVC, making new heating systems user friendly, debt recovery for common charges, working with Charter KPIs, dealing with waterlogging/drainage and reviewing the Expo experience.

ISSUE 62 : JUNE 13


1514cihscotlAnd policy round-up

housing reportIn late March CIH Scotland, the Association of Local Authority Chief Housing Officers, the Scottish Federation of Housing Associations and Shelter Scotland published the first Housing Report for Scotland, which will be a regular report on the Scottish Government’s performance against its housing pledges.The report said that the Scottish Government had performed quite well against the majority of its housing pledges, with commitments largely having been met on homelessness and on making the best use of social sector stock. There had also been some promising progress on ensuring that health and social care bodies better engage with the housing sector.

But on housing supply, the report says that despite very welcome new money being added to the three-year programme, low grant rates, borrowing constraints and welfare reform will impact on capacity in the longer term and could even affect delivery of homes planned under the current programme. Supply targets will be met in the shorter term, the report says, partly because the main measure is completions of homes funded under the previous, more generous grant regime.

The report says there has been a mixed performance on improving standards in private housing. Legislation on protecting tenancy deposits and stamping down on charging illegal premiums has been widely welcomed, but much progress remains to be made before there is effective regulation of the private rented sector.

On raising energy efficiency standards in private housing, the commitment to introduce minimum standards was the right one, says the report, but the real measure of achievement would be the pace at which meaningful progress was made towards implementing the new regime.

ÊÊÊSee the Housing Report for Scotland at http://www.cih.org/resources/PDF/Scotland%20Policy%20Pdfs/Housing%20Report%20Scotland.pdf

Housing with care for older peopleOur new publication on housing with care for older people is expected to be

published on or around 19 June – see the article on it in this edition of Scottish Housing Matters.

Regenerating our Communities – A Snapshot in TimeMarch also saw the launch of our publication showcasing 13 of the entries for this year’s CIH Scotland/Scottish Government Excellence in Regeneration Award.

ÊÊÊSee it at http://www.cih.org/resources/PDF/Scotland%20Policy%20Pdfs/Regeneration,%20Sustainablity%20and%20Low%20Demand/Regenerating%20our%20Communities%20-%20March%202013.pdf

Consultation on housing dispute resolutionOur April response to the Scottish Government’s consultation firmly supported the establishment of a new Housing Panel to deal with housing disputes and court actions.

ÊÊÊYou can read our response at http://www.cih.org/resources/PDF/Scotland%20Policy%20Pdfs/Eviction%20and%20Housing%20Dispute%20Resolution/Dispute%20resolution%20response%20March%202013.pdf and the Scottish Government’s report on the responses overall at http://www.scotland.gov.uk/Publications/2013/05/1129

Regenerating Our CommunitiesA snapshot in time

CIH Scotland, March 2013

fAcilitiesCIH Scotland’s office premises offer state of the art event facilities where we can host successful events in premier meeting rooms.

This Edinburgh business destination features professionally designed meeting facilities to suit meetings and medium sized events – from a small boardroom meeting to a bigger conference.

key benefits ÊÊ Dedicated Meetings and Events Co-ordinator

ÊÊ Free high-speed Internet access for all guests and meeting delegates

ÊÊ High-end AV equipment

ÊÊ Meeting and events catering

ÊÊ Natural light with stunning views of Edinburgh Castle

ÊÊ Three flexible meeting rooms.

cost From £25 + VAT day delegate rate (includes full AV equipment).

Room Capacity (max no delegates)

Theatre Boardroom Hollow Square U-Shaped

Cabaret (x 6)

Cabaret (x 8)

Classroom

Castle Suite 70 32 36 32 36 48 32

Castle East or

West

28 16 20 16 18 24 18

Palmerston 25 16 20 16 12

125 as your venue of choicewhere we AreWe are located on the 4th floor of 125 Princes Street (above Urban Outfitters and right next door to the Easy hotel).

cApAcities

It is the ideal choice for successful meetings and events!

contActPlease contact our dedicated Events Team with your enquiry on 0131 225 4544 or email [email protected].

ISSUE 62 : JUNE 13 16 17


In a recent evidence review1, we looked across the world for good ideas that might have potential to support innovative ways that could finance additional affordable or social housing supply. Apart from the UK, we also looked in detail at six policies in Europe and three in the rest of the world (Australia, Canada and the USA). What were our general conclusions?

First, policy transfer is hampered by market failures in credit markets and in the housing supply industry. We know well that many of the alternatives to traditional social housing financing rely on cross-subsidy and the private sector. This also means that the (international) trend away from social towards higher rent, shallower subsidy and different eligibility for affordable housing is reinforced. At a time when acute housing need is high and rising, the kinds of models that are

being discussed stress sweating existing assets, require returns that social housing cannot make and expect terms and conditions closer to market renting. As others have said (eg the Cambridge Centre for Housing and Planning Research), the comparator country models being discussed all have strengths and weaknesses when translated to our context.

Second, we should be cautious about seeking to quickly import ‘interesting’ alternatives. Policy needs to be scrutinised against key criteria (value for money, ability to operate at scale, lead-in times, who the beneficiaries are, and ‘fit’ with our own housing system). Then there has to be investment in policy

design, piloting, interim evaluation and only then, perhaps, roll out. The long-term obligations associated with financial innovation should make housing providers and governments wary before leaping into the unknown.

Third, more positively, we found a number of themes, ideas or proposals that are worth closer debate and discussion. These included:

ÊÊ Solidarity in the Netherlands and in Denmark. While the Dutch housing association system recently went through a near meltdown as a result of the Vestia financial crisis, what is striking is that the collaborative model of shared regulation and responsibility worked and Vestia did not go under, despite the huge losses. At a completely different scale, Danish associations have long used a surplus fund. Could associations in Scotland work together pooling surpluses to a trust and then using that fund on a revolving basis to support development funding?

ÊÊ Risk sharing and rental market innovation in Ireland. Targeted at the long-term unemployed, long leases are offered in the private rented sector. Rents are discounted, the state bears void risks and rents are set proportionately to income to encourage work and still deliver savings relative to the previous benefit arrangements.

reflections on An internAtionAl review of innovAtions in AffordAble housing finAnce

REPORT

MARCH 2013WWW.JRF.ORG.UK

INNOVATIVE FINANCING OF AFFORDABLE HOUSINGINTERNATIONAL AND UK PERSPECTIVESKenneth Gibb, Duncan Maclennan and Mark Stephens

What can we learn, from international best practice

and from within the UK, that could help support the

expanded financing of affordable housing supply?

This report reviews international evidence from selected case studies, as well

as examples from specific UK nations. It also looks in detail at a small set of

specific promising case study policies.

In a challenging fiscal context, innovation is needed to stretch limited

public subsidy and increase private contributions to help deliver additional

affordable housing.

The evidence review indicates that in order to encourage new investment,

supply is likely to be at the affordable rather than the social housing end

of the spectrum. This is despite the pressures on Housing Benefit and

high and increased levels of housing need.

While interesting ideas that are worth exploration and possible transfer

are evident, financial measures such as those discussed here need to be

understood in a wider policy context of housing system failure and the

continuing need to support new housing for those on low incomes.

1 Gibb, K, Maclennan, D and Stephens, M (2013) Innovative Financing of Affordable Housing: International and UK Perspectives. Joseph Rowntree Foundation (www.jrf.org.uk).

ÊÊ Blending and contesting supply subsidies at different jurisdictional levels in North America and Australia. For-profit and non-profit providers compete for federal supply subsidies (tax credits). These subsidies can be combined with other local support and the units delivered are targeted at the affordable end and seem to be able to deliver scale efficiently.

ÊÊ The state-backed guarantees operating in Scotland, such as the NHT and the Rettie Resonance model, also offered positive lessons.

More generally, while it is not clear that the financial model solution is the key problem today (there are clearly limits to what can be achieved in the face of less subsidy and credit market constraints), that is not to say that the search for the best should get in the way of the good – small positive contributions must be encouraged. But it is the market failures identified above that need to be addressed and that inevitably takes us back to more conventional political questions about the level of public spending for non-market housing, as well as the debate around actual models and their design. And that is before we consider the systemic risks associated with benefit reform.

Looking to boost your brand awareness or promote your product to a growing readership of influential housing professionals in Scotland? Every quarter the CIH Scotland magazine – Scottish Housing Matters – is distributed to around 3000 CIH Scotland members, Chief Executives, Directors and Heads of Service, MSP’s and a range of

other key figures within Scotland’s housing world.

Starting in September, we are offering a limited number of high profile advertising opportunities to give your organisation the chance to gain further exposure to the market, at an extremely competitive rate. For only £795 + VAT we will offer you a full page, full colour advertisement or advertorial in this magazine, along with your logo being featured on the back cover. There will be only 10 of these slots available each quarter and for September’s edition only we are offering a 20% discount on this rate.

Advertising opportunities

ÊÊ These are being offered on a first come first served basis, so if you want to take advantage of this unbeatable offer – please contact Sean Henderson, Business Development Officer, on 0131 240 5202 or email [email protected].

subscription to scottish housing mAttersReceiving a complimentary copy of Scottish Housing Matters is just one of many great benefits of being a member of CIH Scotland. For the first time, we will be offering those who are not members, or those who require additional copies for their organisations, the chance to subscribe to the magazine to ensure you never miss out on any of the key stories on the issues facing the sector again.

For only £12 a year, you can have a copy of Scottish Housing Matters delivered to your home or work every quarter. To subscribe, contact Susanne Webster on 0131 225 4544 or [email protected].

Kenneth Gibb University of Glasgow

ISSUE 62 : JUNE 13 18 19


The social housing sector has had to do some hard thinking about how to deal with the welter of welfare and Housing Benefit reforms being imposed by the Westminster government. In particular, they have had to make some difficult choices about how to respond to the national benefit cap and the ‘Bedroom Tax’, and how far – and in what circumstances – they develop their own welfare policies for households no longer adequately supported by the national welfare regime.

There are also widespread concerns about the impact of the provisions under the new Universal Credit regime that will end the arrangements for benefits in respect of rents to be routinely paid direct to landlords. In the midst of all these challenges, it is understandable that relatively little attention has been given to the implications of the new Universal Credit regime for landlords’ rent policies. But – on the assumption that Universal Credit doesn’t collapse into administrative chaos – the new regime will have a major impact on the character and extent of benefit dependency for working households.

The key point for landlords to note is that working tenants will be in receipt of Universal Credit with far higher incomes than is currently the case for Housing Benefits. Under the current regime, with

the relatively modest rent levels in the Scottish social rented sector, working tenants typically cease to be eligible for Housing Benefit at earnings levels way before they reach the level when they also cease to be eligible for tax credits.

Under the Universal Credit regime – which removes the severe poverty trap resulting from the current overlap between the Housing Benefit and tax credit tapers – higher rents take benefit dependency much further up the income scale, as can be seen from Figure 1, which illustrates the impact for a couple with two children.

The first point to note is that a far higher proportion of social landlords’ tenants will be in receipt of Universal Credit than is currently the case with Housing Benefit. There will also be a rather higher

proportion of tenants receiving Universal Credit compared to those currently receiving tax credits, whether or not they are also in receipt of Housing Benefit.

A second point to note is that the earnings levels required to escape from benefit dependency will, for many tenants, be far more likely to be beyond the range that they can ever contemplate achieving, so that they are more likely to see themselves forever caught up with the benefit regime, whether they are in or out of work.

That said, the reduced taper rate of the new regime does mean that as gross earnings rise the net income of tenants will rise more rapidly than under the current regime where they are claiming Housing Benefit as well as tax credits. But even so, working households will only retain 24 pence out of every £1 of gross earnings (and only 19p if they are also in receipt of Council Tax Benefit).

This is illustrated in Figure 2. It should also be noted, however, that this compares the two schemes at 2013/14 scale rates. Without the cutbacks in the tax credit and benefit schemes imposed in recent years, both schemes would have been more generous, and the differences between them would be rather less.

The net impact of these changes on work incentives is difficult to predict. On the plus side, the simplified and integrated structure of Universal Credit should provide more certainty about continuing support for households moving in to low paid work, and in time there could also be an improved take up rate for in work benefits (only about half of eligible working households currently claim Housing Benefit).

Against that is the prospect that despite the increased incomes from low paid work supported by Universal Credit, the potential for moderately earning households to escape benefit dependency is substantially diminished.

These issues are important for social landlords, not least because a far greater proportion of their working age tenants will be drawn into the benefits net under the new regime. This also means that their incomes will be more vulnerable to future changes in the benefit regime. Some future – unspecified – cutbacks are almost inevitable given the 2013 UK Budget commitment to cash limit benefits expenditure alongside the next Spending Review period.

Beyond that – one way or another – responsibility for welfare benefits could become the responsibility of the Scottish Government, but by then the Universal Credit regime will be the starting point from which new policies will have to evolve.

Rents and universal credit


Figure 1

Figure 2

21ISSUE 62 : JUNE 13 20


Monitoring the under-occupation impact Monitoring the impact of the under-occupation deduction is going to vary from the real life drama of tenants in tears through to landlords calculating the impact across their stock and national assessments across Scotland and the UK.

Monitoring the impact on individual households and organisations is critical – a point not lost on Westminster’s Public Accounts Committee, whose report in March pressed the DWP to ‘closely monitor the impact of the changes on social housing landlords and individual families, and respond quickly if there is an unintended adverse impact on the finances of social housing landlords or local authorities’. More specifically, they commented on:

ÊÊ DWP’s reliance on a ‘wait and see’ approach

ÊÊ Claimant awareness of the impact of the reforms

ÊÊ DWP’s failure to ‘think through’ the impact of the position of lodgers on income

ÊÊ The adequacy of the Discretionary Housing Payment budget and the need to work with councils to measure demand for funding at local level

ÊÊ The uncertainty of the anticipated savings and the fact that Housing Benefit could increase when social rents rise

ÊÊ The risk of rent arrears and evictions arising from direct payments

ÊÊ The impact of reforms on investment in new housing.

Welfare reform updateSocial landlords are likely to play a crucial role in reporting impacts, and as a key part of that, personal stories seem likely to become an increasingly powerful element of portraying the real impact of the changes. National bodies such as CIH Scotland will be keen to play a part in gathering in relevant case studies and examples of effective mitigation, and the Housing and Welfare Reform Knowledge Hub can play an important role too.

Lyn Kilpatrick,Policy & Practice Officer

Housing and Welfare Reform Group Knowledge HubThis group is for organisations in Scotland to start discussions, blog, share information and good practice and upload case studies on housing and welfare reform issues. See:Êhttps://knowledgehub.local.gov.uk/web/scottishgovernmenthousingandwelfarereformgroup

The group is new and evolving – as is the content. With the support of housing professionals and practitioners, it has the potential to be a key resource in helping manage the huge changes in the benefit system and the resultant impacts on social housing organisational culture. CIH Scotland encourages you to join the Hub and start some conversations!

Key priorities for the Scottish Government The key priority of the Scottish Government on welfare reform is to maintain pressure on those elements of the agenda which have the greatest impact on Scottish people, local government and social landlords. Key activities include:

ÊÊ Ongoing lobbying for withdrawal of the under-occupancy penalty

ÊÊ Exempting temporary homelessness accommodation from the changes, and achieving a realistic subsidy formula for such accommodation

ÊÊ Increasing the Discretionary Housing Payment allocation

ÊÊ Achieving sufficient safeguards for payment of housing costs under Universal Credit direct to landlords.

In terms of mitigation, jointly with COSLA, the Scottish Government and housing stakeholders have produced and are working to a Housing Benefit Reform Action Plan. This sets out the main themes of the mitigation work, provides details of the agreed interventions, who is leading on the work, and which stakeholders are involved. See:

ÊÊÊhttp://www.scotland.gov.uk/Topics/Built-

Environment/Housing/16342/hbreform/sg

‘Supported Exempt Accommodation’ under Universal CreditCIH Scotland and bodies such as the Housing Support Enabling Unit have been working intensively to influence DWP policy on how supported accommodation will be dealt with under Universal Credit.

As this is a fast moving agenda, anything we write here is likely to be out of date by the time we go to print, so watch out for news at www.cih.org and www.ccpscotland.org/hseu.

Useful information on Universal CreditIn terms of preparing for Universal Credit, there are some ‘must reads’ from the DWP:

Local Support Service FrameworkÊhttps://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181395/uc-local-service-support-framework.pdf

The framework applies to phase 2 of the Universal Credit programme from October 2013

to 2014 and is designed to help claimants who may require extra support to access Universal Credit. The framework explains who may need help, what services they may need, and critically, how these services will be provided through locally developed partnerships.

In Scotland, COSLA has been actively involved in joint working on this framework. DWP will use feedback from local authorities and other delivery partners including social landlords, learning from the 12 local authority-led pilots, the six demonstration projects and the experience of the pathfinder operating in the North West to inform the updating of this guidance.

The framework applies to Great Britain as a whole,

23ISSUE 62 : JUNE 13 22but as it develops it is expected to more closely reflect varying needs and conditions regionally, and in Scotland and Wales.

Alternative Payment arrangements – Personal Budgeting SupportThis is draft guidance explaining who will be eligible for switchback payment direct to landlords under Universal Credit.Êhttps://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181400/personal-budgeting-support-guidance.pdf

Universal Credit ToolkitThis includes downloads of the leaflets that DWP will be using to promote information to claimants about the new benefit and how it will work. Êhttps://www.gov.uk/universal-credit-toolkit-for-partner-organisations

Other essential reading includes:

Money Advice Service – Universal Credit Toolkit

This is free for social landlords to syndicate on their websites and is an excellent resource. It includes a web-based toolkit specifically designed for Universal Credit and offers a range of practical resources such as:

ÊÊ Online guides – eg ‘choosing a bank account for your Universal Credit payment’ or ‘managing your rent payments on Universal Credit’

ÊÊ An action plan tool – including budgeting and how to access the internet

ÊÊ A ‘get ready for Universal Credit’ video

ÊÊ An interactive timeline which includes links to further information

https://www.moneyadviceservice.org.uk/en/articles/free-printed-guides

Direct Payments Demonstration Project Learning Network Êhttp://www.cih.org/directpaymentslearningnetwork

Listen to and see the slides from a range of webinars fronted by participating councils and housing associations (including Dunedin Canmore HA).

Welfare Reform – Practical Approaches (from CIH’s UK office)http://www.cih.org/publicationfree/display/vpathDCR/templatedata/cih/publication-free/data/Welfare_reform_Practical_approaches

In June, CIH Scotland will be publishing Guidance on Rent Payment Options and Rent Collection under Universal Credit. Funded by the Scottish Government, this sets out why supporting access to suitable banking products is key to rental income stability in a reformed welfare system, and what landlords can do to improve rent collection systems and make it easier for tenants to pay rent.

And finally, again with Scottish Government support, the Scottish Housing Best Value Network is now running free, regional Welfare Reform Forums, which aim to provide practitioners with a platform to meet and discuss issues and promote sharing of publications and practice approaches.

Check out forum dates at http://shbvn.org.uk/welfare-reform/.

the 2013 CIH scotland annual Conference & exhibition saw the formal signing of a three-year strategic partnership agreement between CIH scotland and Cairn Ha.The agreement will see the resources and expertise of housing’s professional body used to support the change agenda being pursued by Cairn.Commenting on the signing, CIH Chief Executive Grainia Long said: “We are delighted to announce this new strategic partnership with Cairn Housing Association. This type of relationship offers mutual benefits – CIH develops an even deeper understanding of the

industry’s needs while helping the housing provider to achieve its aims.”

Also present at the signing were Ken Ward (Chair Cairn HA), Jason MacGilp (Chief Executive, Cairn HA) and Paul Tennant (Vice Chair CIH). After the signing, Ken Ward said: “Cairn is committed to continuous improvement in all that we do and in the way that we do it. Developing this flexible package of support from the housing industry’s

professional body is a great boost to what we want to achieve over the next few years as part of our change programme. It confirms that we are striving to achieve the highest possible standards in pursuit of an even better Cairn to provide excellent services to our customers.”

The partnership will be managed through CIH Scotland, who will deliver a significant package of support services aimed at assisting Cairn secure its change agenda and strategic and operational priorities.

Early work has already seen the completion of an organisational learning needs analysis covering approximately 250 staff across Scotland, plus the introduction of a leadership development programme.

Partnering for success



25ISSUE 62 : JUNE 13 24

David Bookbinder looks at the results of CIH Scotland’s survey of council and RSL chief officers.

I guess there’s an irony here. Whilst concerns about the welfare reforms dominated the skyline, council and housing association leaders were somewhat less preoccupied with what the referendum might bring for the housing scene.

Of the 60 who responded to our survey earlier this year, over 90% saw welfare reform as the single greatest threat to their organisation in the next 12 months. Pension scheme deficits, lack of new build investment, lending difficulties, and extreme pressure on local authority services were prominent among additional threats.

Overall, 75% believed the sector would be in a worse state in 12 months’ time, with only one thinking it would be in a better

state; 23% thought things would be ‘about the same’.

Welfare reformSo did councils and housing associations feel they could do something about the threats?

“Short of joining the inevitable riots, not really”, was one view, whilst others were clearly grappling with crucial practicalities – “we continue to consider whether we collect the bedroom tax or not”.

Most respondents said they were planning extensively for welfare reform but that they did not have the power to mitigate all the effects, with a number suggesting that it was firefighting, not solving. A number said they had either restructured or changed job roles – and in some cases actually increased staff – to help deal with welfare reform.

Closer engagement with tenants to help them understand and plan for the changes, and closer liaison with other organisations (such as

credit unions) were quoted by many as being key elements of their preparations. Some spoke of splitting housing management staff into tenancy support and advice officers on the one hand, and rent collectors/arrears control on the other.

Staffing changes16% expected a reduction in staffing levels, with 7% expecting an increase, 32% no change, and a significant 41% expecting service redesign/change in job roles.

Some were clear that they would need to spend more to get more money in, particularly when direct payment of Universal Credit to tenants arrived (phased from October 2013).

the independence debateOnly one in eight senior officers thought housing would get a better deal under independence or greater fiscal powers. Three in

eight said there would be no benefit, but 50% said they needed more facts and figures to make up their mind.

Those who thought independence or greater powers could benefit the housing scene argued that although housing was already devolved, the purse strings were still controlled from Westminster. They suggested that change was needed to bring the right relationship between the housing system and the benefits and tax systems.

Those who were sceptical felt that with or without independence, it was a matter of whether housing was a big enough priority for the Scottish Government. Some suggested that the housing budget was too easy a target for cuts and that this may be no different under independence or greater powers. A number pointed out that the Scottish Government already had tax raising powers but had chosen not to use them.

Two thirds of survey respondents thought that under its own tax system, Scotland should consider greater taxation of home ownership.

Housing investment and supplyThree quarters of respondents said the Scottish Government’s target of 6,000 affordable homes (including 4,000 for social rent) was inappropriate. But respondents offered two quite different reasons for their view. A third felt the target was too low compared with levels of housing need, but two thirds said that the target was too high because not

enough housing would be built to enable targets to be met.

Of organisations developing under the current Affordable Housing Supply Programme, a third were confident that they would still be developing under the next programme from April 2015, but almost half said they were not confident this would be the case:

“We cannot afford or seriously consider the financial risks and we are further concerned about housing quality and future rent levels.”

“We still hope to build but this will largely depend on the impact that direct payments will have on us.”

“Capacity will be severely constrained by banking covenants.”

Respondents were asked (regardless of whether they themselves expected to be involved in new development) if they thought there would be enough capacity among councils and associations together to meet the existing targets in the next three years to 2014/15: 14% said yes, 55% said no and the rest were unsure. Only 7% thought there would be capacity from 2015/16 onwards.

new rental marketsA third of respondents thought new mid market rent or full market rent provision was something their organisation could be directly involved in, with a further quarter seeing it as a possibility. The ‘no’s’ were generally from areas which it was felt couldn’t sustain such tenures because of the depressed housing market.

Over three quarters felt that there was potentially a role for social landlords in managing existing private rented stock in their area.

challenges with existing stockWe asked what, apart from the welfare changes, was likely to be the biggest issue in managing existing stock and services? Whilst only 8% referred to delivering on the SHQS, 28% cited meeting or measuring Charter compliance, and a huge 64% said the greatest challenge would be keeping rents reasonable.

If you could ask one thing of the Scottish Government?Given the preponderance of housing association bosses responding to the survey, it was perhaps no surprise that increasing grant levels was the most common response on this one.

using the survey findingsSurveys such as this are done not just for some headlines. A good example would be the distinctly mixed feedback we received on the sector’s early impressions of the first year of the Scottish Housing Regulator. At the time of writing we’re due to be meeting with the SHR to explore some of the issues raised by the responses and how we might work together to promote understanding of the regulatory function as the new way of working is rolled out.

WelfaRe RefoRm DomInatInG… InDePenDence Well DoWn tHe lISt

ISSUE 62 : JUNE 13 26 27


Fanchea Kelly, GHA’s Director of Housing and Support Services, looks at the organisation’s new approach to knowing, understanding and working with its customers.

Social landlords have always prided themselves on knowing their customers well. Much more than just providers of housing, we reach out to our communities, supporting residents to improve both their physical environment and their lives too.

But the current economic crisis and the impact of the UK Government’s welfare reforms mean it’s now critically important we know and understand our customers and communities in a different way.

At GHA we are determined to support people as they struggle to make ends meet. But we also know that to provide that support, we need to be much closer to our customers, building their trust and having a deeper, day-to-day understanding of the challenges they each face. That’s why we’ve had a radical rethink on how we go about ‘knowing our customers’.

We have a strong customer research programme and satisfaction surveys to ensure we address local priorities. But nothing replaces the personal interaction that housing officers and local environmental teams bring.

GHA recently became part of the new Wheatley Housing Group. This gives us the opportunity to use our size and scale as a group to leverage greater strategic and financial capacity. But our vision at Wheatley is also about remaining firmly rooted in our communities. So while we create new ways of maximising the advantages of being part of a bigger, more enterprising group, we are also continually striving to engage more effectively with the people in our local neighbourhoods.

Last year, we rolled out a culture change programme called Think Yes. The aim was to empower staff to make decisions at the first point of contact with the customer. Power shifted

Donnie says building new levels of trust by being there more for customers is paying dividends.

One tenant, a single parent, recently found she had no money to put in her electricity meter, no credit on her phone and no food in the fridge. Donnie helped her deal with the immediate crisis and then arranged for her to get support with budgeting skills. He dealt with outstanding repairs that were needed in her home. She trusts him now and Donnie keeps an eye on her, even watching out to see the kids get to school.

His daily contact with his neighbourhoods allows him to nip problems in the bud. For example he had a problem in one close with tenants who were leaving black bags lying around. He identified who was responsible and had a word before it became a bigger nuisance. Similarly, if he sees any of his tenants could be at risk of an accident in their home, he can arrange for a fire safety visit.

The trust he is building with his customers makes it easier to have the difficult conversations, like when they’re falling behind with their rent.

away from managers, with staff trusted to come up with solutions – there and then – tailored to the needs of individual customers.

Based on staff feedback, we developed a new operating model with more people on the front line of service delivery where they could engage personally and face-to-face with customers. Housing officers were the lynchpin of this. To give them more opportunity to build strong relationships and trust with each of their customers, we reduced their patch sizes. Each now looks after only 200 homes, among the smallest patch sizes in the UK. So Think Yes is now underway at a very local level indeed with housing officers expected to know what their local community needs and to plan ahead.

Housing officers also told us they needed quality, wraparound services to help their communities. Where possible we moved services like our environmental teams, fuel advice and welfare benefit advice out to work side-by-side with housing officers in local teams. We also increased the number of welfare benefit advisers and built a partnership with police and fire services. This has made it much easier for housing officers to get tailored solutions quickly – whether for an individual customer looking for employment or a tenement close needing backup to deal with antisocial behaviour.

So what difference is our new way of working and thinking making to our understanding of our customers?

Housing officer Donnie MacKinnon knows each one of his 200 tenants in Carnwadric. He is in his neighbourhood every morning and customers get him on his phone all day. Being there means he spots issues and can call on the environmental team, the repairs team or other support services to get swift service.

“Tenants appreciate the direct contact with front-line staff – they can raise issues with us straight away and we can resolve them” says Donnie.

By working daily in his neighbourhood and listening closely to tenants, housing officers like Donnie are building a new understanding of their communities as well as their individual customers. And while Donnie’s role is recognisable as that of a good housing officer over the decades, we believe we have reinvented it, developing it through Think Yes so that it can be deployed systematically in today’s communities.

It is this deeper understanding that will provide our foundation for increasing accountability to local people, planning ahead to prevent problems and helping our communities thrive through the challenging times ahead.

a neW Way of WoRkInG

29ISSUE 62 : JUNE 13 28


29

Board MattersIn January, CIH members in Scotland took part in an election to elect five new members to the Board. Managed by Electoral Reform Services, this election attracted a 12% turnout of members voting, resulting in the following members being elected:• GaryDalziel• ElaineGibson• TomHainey• JasonMacGilp• EileenShand

Following the election, Elaine Gibson was successfully nominated as Chair for a second year and Keith Anderson was also nominated for the role of Vice Chair.

At the AGM, Chair Elaine Gibson and Director Alan Ferguson looked at the work of CIH Scotland in the past year, as well as looking ahead to priorities in the coming months, whilst Grainia Long, CIH Chief Executive, set out her vision and challenges for CIH. The results of the Scotland Board elections were also announced with Elaine Gibson and Keith Anderson confirmed as Chair and Vice Chair respectively. The AGM was filmed for the first time this year and CIH members can view the video at: http://www.cih.org/news-article/display/vpathDCR/templatedata/cih/news-article/data/CIH_Scotland_AGM_2013

The newly elected Board got together initially for a meeting at the CIH Scotland Annual Conference & Exhibition in March. The first formal meeting of the Board took place in May with key items of discussion including membership, a review of the 2013 Annual Conference & Exhibition, CIH finances and the policy and practice work for 2013. The next meeting will take place in August in Edinburgh.

Graeme Aitken Director of Operations Parkhead Housing [email protected]

Gordon Campbell Director Campbell Thompson [email protected]

Jason MacGilp Chief Executive Cairn Housing [email protected]

Keith Anderson CIH Scotland Vice Chair Chief Executive Port of Leith Housing [email protected]

Gary Dalziel Director of Finance & Corporate Services Linstone Housing [email protected]

Donna Milton Operational Director

Arneil Johnston [email protected]

Stephen BlackChief ExecutiveAtrium [email protected]

Tom Hainey Director of Technical Services Fife Housing [email protected]

Kirsty Wells Housemark Manager Scotland Housemark [email protected]

Mairi BrownDirector East Kilbride & District Housing [email protected]

Keith Kintrea Head of Urban Studies University of [email protected]

Elaine Zwirlein Director of Housing Dundee City Council [email protected]

Amanda Britain Managing Director Craigforth HCAS [email protected]

Elaine Gibson CIH Scotland Chair Director ANCHO [email protected]

Eileen Shand Director of Housing & Care Services Eildon Housing [email protected]

contact Details


ISSUE 62 : JUNE 13 30 31


31learning with impactNeed to develop research and evaluation capacity in your housing organisation?Professor Isobel Anderson of the University of Stirling explains how continuing the learning experience beyond the Diploma in Housing Studies can add value in the workplace.

More and more housing organisations are concerned to show the impact of aspects of their work or to evaluate the implementation of changes to policy and practice. Knowing when to commission research or how best to conduct research in-house demands a specific skills set to get the best results and maximise the impact of your findings. A range of learning opportunities can help housing workers and their organisations develop skills for research and evaluation while undertaking research which addresses problems or challenges in their organisations. You can acquire the skills and knowledge to:

ÊÊ Design research projects

ÊÊ Collect and analyse data

ÊÊ Ensure research is ethical, reliable and valid, and

ÊÊ Better understand the relationships between evidence, policy and practice.

The University Diploma in Housing Studies can be extended to a Masters qualification. Following an initial online research methods module, supervision is provided to undertake a research dissertation (usually on a part-time basis from October to June). Research can address almost any aspect of housing policy or practice and recent projects have included:

ÊÊ Implementation of housing options services

ÊÊ Evaluating low cost home ownership options

ÊÊ The changing role of third sector organisations, and

ÊÊ Home improvement practices.

MSc/MRes programmes in Applied Social Research offer more comprehensive research training, particularly appropriate for anyone whose role includes commissioning research or interpreting

research for policy and practice. With the added benefit of learning alongside students from different professions, modules cover the research process, quantitative and qualitative research methods, comparative research, and policy analysis and evaluation. Again, the MSc dissertation can address a key question for the workplace, or make comparisons with other organisations. Part-time study is available and programmes commence in September. Why not try a single module as a taster?

You may never have thought about doing (or sponsoring) PhD level studies, but programmes increasingly seek to address ‘real world’ questions through collaboration between universities and housing organisations with a view to achieving impact on policy and practice. Sponsoring or co-sponsoring a PhD studentship can be a highly cost-effective way of getting a large research project done (over three years full-time or six years part-time), supported by access to university supervision and learning resources. Key funding opportunities have application deadlines around February/March each year and individuals or organisations should approach us as early as possible to develop collaborative proposals in advance of any funding applications. Fully-sponsored PhDs can start at any time of the year. Designed specifically for working professionals, the Doctorate in Applied Social Research (DASR) combines a taught research training programme with a PhD level dissertation (full- or part-time from September).

For research needs that can’t be met in-house, there are opportunities to apply for external funding in collaboration with a university partner. We can also co-ordinate joint research across housing organisations to enhance the impact of findings.

ÊÊ For further information or to discuss your research requirements call Isobel Anderson on 01786 467718 or visit:

ÊÊ Applied Social Science Research http://www.stir.ac.uk/social-science/research/

ÊÊ Applied Social Science Postgraduate studies http://www.stir.ac.uk/social-science/courses/taught-postgraduate-courses/

whAt is score?SCORE (Scottish Continuous Recording system) is a long-running survey of Registered Social Landlords (RSLs), which collects information about new lets, covering tenants, their households and the properties they’re renting. Information collected includes:

ÊÊ The demographic characteristics of tenant households

ÊÊ The pathway by which a household has become a RSL tenant

ÊÊ The financial profile of tenant households

ÊÊ The type and condition of the property being let

ÊÊ The financial aspects of the let being made, including rent and affordability.

SCORE provides invaluable information on the RSL sector. It is used extensively by Government, bodies representing RSLs and a broad range of other users to monitor the impact of housing and welfare policies in Scotland. SCORE also provides participating RSLs with a range of useful summary information.

getting involvedFollowing the introduction of a new data collection system, the coverage of RSL lets in SCORE dropped from over 90% in 2011/12 to around 70% in 2012/13. The team responsible for SCORE at the Scottish Government acknowledged issues with the new system and have introduced a number of improvements for 2013/14. These make providing the information a faster and more intuitive process, and will also provide participating RSLs with a range of useful summary information. Over 100 RSL members attended SCORE workshops at the end of May 2013 to discuss these improvements.

CIH Scotland acknowledges the important role of the SCORE data collection, especially during this period of welfare reform, and strongly encourages all RSLs to complete their 2013-14 returns.

RSLs can contact the Scottish Government SCORE team at [email protected] or by calling Andrew White on 0131 244 7234.

More information on SCORE, including analysis of the information collected, can be found at: http://www.scotland.gov.uk/Topics/Statistics/Browse/Housing-Regeneration/SCORE

sCore – Drop in coverage by registered social landlords (rsls)

ISSUE 62 : JUNE 13


3332

The benefit capWhile the ‘Bedroom Tax’ has made the headlines all over Britain since its introduction at the beginning of April, another benefit cut that started two weeks later will hit London much worse than anywhere else.

The overall benefit cap is being piloted in four London boroughs (Haringey, Enfield, Croydon and Bromley) before being introduced elsewhere from July. The cap affects all benefits, with exemptions for some disabled people and any family with someone working more than 16 hours, but any deductions will be made from Housing Benefit.

As the cap began, the DWP reduced its estimate of the number of households that will be affected in Britain from 56,000 (49% of them in London) to 40,000. Work and pensions ministers also claimed that new figures showing that 8,000 people had found jobs were evidence that the cap was already working by encouraging people

to find jobs. Critics quickly pointed out that changes in the number were more likely to reflect problems with the DWP data, the effect of previous Housing Benefit cuts and the natural churn of people moving in and out of employment.

So far the impact has been muted but it seems unlikely to stay that way for long. The four pilot boroughs are all in Outer London where rents are high compared to everywhere else but not as stratospheric as in Inner London boroughs like Westminster and Camden. They have also received extra funding from the DWP for discretionary housing payments but not enough to cover their extra costs.

In the short term, even before the cap began some housing associations were sending eviction letters to homeless families in temporary accommodation leased from private landlords warning that the cap would mean their Housing Benefit would no longer cover their rent. In the longer term, housing directors expect increased pressure to move capped claimants to cheaper areas outside London, a big increase in overcrowding, sharing

and a new wave of unorthodox housing in sheds, garages and empty offices and shops.

Help to BuyNeedless, risky and reckless are just three of the unflattering criticisms of George Osborne’s Help to Buy plan to inject £15.5 billion worth of equity loans (in England) and mortgage guarantees (in Britain) into the housing market. While housebuilders and mortgage lenders have expressed cautious support for the policy, it’s hard to find anyone else who agrees.

One City analyst forecasts that the plan could boost house prices by up to 30%, pricing the first-time buyers who the policy is meant to benefit even further out of the market. The Treasury Committee of Westminster MPs has warned that the scheme will mean that the Treasury will have an interest in propping up prices to limit losses to the taxpayer. Estate agent Savills estimates the schemes could support 400,000 sales and boost private housebuilding. However, none of that may matter much to Osborne if rising house prices deliver a feel-good factor in time for the general election in May 2015.

meet caroline Polson (cIHm)Caroline is just one of our 22,000 members. Here she gives us a snapshot into her housing career.

“For me the satisfaction and motivation comes from the personal hands on cases and there is no greater motivational feeling of having contributed to changing the quality of someone’s life.”

What do you do?I am the Housing Manager within West Lothian Council, responsible for the management of a multi-disciplined team of 10 housing professionals, within a semi-rural location with approximately 2,500 properties.

I am accountable for the overall performance of my team and therefore need to manage the pressures of our ever-changing workload so that I can support, encourage and facilitate our resources to maximize outcomes and achieve our aims and goals.

How did you start your housing career?I started my career in Scottish Special Housing Association (SSHA) in the 80s. Initially I was a clerical officer and within a year I secured a post as a Housing Benefit officer.

I loved the buzz and pressure of the area office and quickly secured a promotion to Housing Officer and never looked back. For me, the front-line housing office is the place to be as no two days are ever the same! SSHA was a

great employer and invested heavily in training their staff to a high level, giving me a great grounding and confidence to fully participate in housing.

What has been the most rewarding aspect of your career to date?Not quite knowing what is going to come next!! As a front-line manager, finding the key to avoiding individual evictions and maintaining tenancy sustainment is the most motivating and rewarding aspect of my job.

Over the years I have been able to achieve some really great outcomes through the hard work and support of the teams I have managed.

Where do you see yourself in five years?I would like to continue to work in housing management and front-line services. Working in a local authority is a constant challenge as we face so many cuts in budgets, and as often described as ‘the tenure of the last resort’ maintain responsibility for society’s most vulnerable.

I have learned a great deal from my colleagues in partner agencies and imagine we will continue to develop and strengthen multi-disciplinary/agency teams.

What advice would you give to someone starting off in their housing career?Consider what type of career they would like to pursue and what would give them job satisfaction.

One of my old managers had encouraged me to consider policy work. However, for me, working in the front-line service is a very personal job and requires quite different skills, often changing individuals’ lives.

not a member?ÊÊ Contact the team to discover

how you can get three months free membership and find out what you are missing out on email [email protected] or [email protected] or call 0131 225 4544.

Julian Birch

View from south Britain



34ISSUE 62 : JUNE 13 34

Last April, I joined a team of people aiming to go to Malawi to build houses for needy families. The fundraising target of £37,500 was daunting. But this April, we actually went! With the help of the housing sector, the money was raised and 15 of us flew out of Edinburgh Airport bound for Lilongwe in Malawi. The team included several known names from the world of housing – Gordon Campbell (Campbell Thomson Associations), Stephen Black (Atrium Homes), Euan Ramsay (Port of Leith HA), Patrice Fabian (BTO) and Frazer Wardlaugh (HBJ Gateley), along with Gordon’s wife Angela and son Lewis, Patrice’s wife, Fiona, Jo and Eilidh Hobbit (wife and daughter

of Alan Hobbit, Berwickshire HA), Mark Russell (Dunfermline Building Society), Mhairi Cruickshank (formerly of the Scottish Building Society), John Wilson (formerly of the Dunfermline Building Society) and his son Euan. Some had been before, back in 2008, but for others, including me, this was to be an entirely new experience.

We arrived in Malawi on Sunday 1 April 2013 to be greeted by a much hotter and humid atmosphere than we had been used to back in Scotland (it had been snowing on my way to the airport). The countryside was much greener than I had

expected. We quickly discovered what ‘Malawi time’ means – our driver told us it would take about two hours to get to Salima, where we were to be based, but it actually took nearer four! On the Monday morning, we arrived in the village where we would be working, and we realised that our poorest housing at home is luxury compared to what passes for housing in Malawi.

Our job was to provide the families we were there to help with a decent roof over their head. And we did! In a record four days, we built, with our own labour (bricklaying and all!) two houses from foundations to roof. The finished products might not comply with building regulations at home, but were 100% better than what we replaced. On our last day in Malawi, we celebrated with the families and the entire village turned out to join in.

There is no welfare state in Malawi, but our concept of poverty at home bears no relation to what it is here in Malawi – where every day, someone from each family (usually the mother or oldest female child) will walk for over an hour to the nearest town to try to earn enough money to buy food to feed the family that day. Failure means they don’t eat. They focus on immediate needs and most people in Malawi who actually eat every day would not define themselves as being poor.

There is a joy amongst those Malawians we met about simply being alive to enjoy each day which is infectious and which has inspired me to try to do the same. There is no point in getting stressed about the small things in life. So long as you and your family are healthy, have a roof over your head and can eat, life is worth living.

Hakuna Matata (no worries – as in don’t worry, be happy). Tsalani bwino (Stay well). Elaine Gibson

15 Go to malaWI

Legislation‘Bedroom Tax’ updatePerhaps unsurprisingly, there have been further developments to the Housing Benefit (Amendment) Regulations 2012, since the last edition of Scottish Housing Matters. The Housing Benefit (Amendment) Regulations 2013 inserted a further exemption for claimants or their partners who had a spare room as a consequence of their child or stepchild being a member of the armed forces and therefore being absent from the home whilst on operation. The child or stepchild must have previously been a non-dependent and must intend to return and live at home in order to be exempt. The further exemption inserted by the 2013 Regulations covers foster carers, even where there is not a foster child living in the property, though the exemption will only apply to a maximum period of 52 consecutive weeks.Further amendment is expected further to the DWP’s announcement that it was withdrawing its appeal to the Supreme Court against the Burnip, Trengove and Gorry Court of Appeal Judgment (which was discussed in the last Housing Law Update). Accordingly, it would be unlawful discrimination on grounds of disability for a local authority to apply a reduction where the ‘spare room’ is required by a child who is severely disabled, notwithstanding that as a result of their age or sex in terms of the Regulations they would ordinarily be expected to share a room with their sibling.

Further legal challenges by way of Judicial Review have been taken in England, including two cases concerning disabled claimants who either need a spare room to store medical equipment or need a spare room because they cannot share the bedroom with their partner as a result of their disability. A novel type of argument is being taken by the Human Rights NGO Liberty. They are seeking to challenge the compatibility of the Regulations with their client’s Article 8 rights. Article 8 ECHR protects the right to family life. It is not an absolute right and therefore the Secretary of State may seek to justify any interference with that right as proportionate. All three of Liberty’s cases concern scenarios where the parents are separated and have shared care of their children. In terms of the Regulations and the DWP Guidance, one of the parents will be treated as having a spare room and therefore faced with a decision to pay the shortfall caused by the reduction or move to smaller accommodation and not have overnight access to their children. Similar test cases could and should be taken in Scotland, and those advising claimants in similar circumstances should consider submitting appeals making reference to these test cases. Legal Services Agency is also of the view that there are potential human rights challenges to those cases where claimants cannot afford the shortfall and cannot downsize due to there being no smaller accommodation available.Legal Services Agency can advise claimants who have received a local authority decision letter and

submit appeals on their behalf. Potential clients should contact our offices and arrange an appointment as early as possible bearing in mind the one-month time limit for lodging an appeal.

CaselawStirling Council v. Harrower, December 2012

This is an unreported Sheriff Court decision in a case where Stirling Council sought an eviction order against Mrs Harrower on the basis of her rent arrears. Five court actions for eviction had previously been raised against her. By the time of the court hearing she had been sequestrated and therefore the rent arrears of £2,831 would not be recoverable by Stirling Council. Mr Harrower, who also lived at the property, suffered from vascular disease and depression.In this case, the Sheriff weighed up the prejudice caused to either party in deciding whether or not to grant the order sought. The Sheriff found that there was no actual prejudice to Stirling Council as the rent arrears could not be recovered due to Mrs Harrower’s sequestration. There was potential future prejudice if Mrs Harrower failed to pay her ongoing rent however. Stirling Council would be entitled to raise fresh court proceedings in those circumstances. On the other hand, having heard medical evidence, there was actual prejudice to Mrs Harrower, and more importantly Mr Harrower, if an eviction order was granted given the detrimental impact this would have on his physical and mental health. In the circumstances, it was not reasonable to grant a court order for eviction.

Practice NoteHomelessness

Legal Services Agency has obtained Counsel’s Opinion on the issue of homeless applicants being required to vacate their interim or temporary homeless accommodation on a frequent basis and asked to attend their homeless casework team so that further temporary accommodation can be sourced for them. In Legal Services Agency’s experience, further temporary accommodation is not always identified, forcing people back on to the streets. In any event, the practice of requiring people to vacate and queue again for accommodation is extremely disruptive.

Section 29 of the Housing (Scotland) Act 1987, as amended, requires that temporary accommodation is provided pending a decision on the homeless application or until a decision on review has been made. Legal Services Agency is of the view that failure to provide homeless applicants with continuous interim accommodation throughout that period is a breach of the local authority’s statutory obligation.LSA runs a drop-in surgery for street homeless clients on Thursdays between 11-1pm. There are further drop-in surgeries on Monday (11-4pm), Tuesday (11-2pm), Wednesday (11-1pm) and Friday (11-2pm)

Legal Services Agency3rd Floor Fleming House134 Renfrew StreetGlasgow G3 6ST. Tel: 0141 353 3354 Fax: 0141 353 0354 Email: [email protected]

LSA has legal staff in Glasgow Sheriff Court every Tuesday and Friday to provide emergency advice and representation to those facing eviction and repossession. LSA also operates drop-in surgeries offering housing advice and representation from its Glasgow City Centre, Royston and Greenock offices. In 2009-10, LSA assisted in 1,925 housing cases. For more information about LSA and the seminars and training it provides see: http://www.lsa.org.uk/

Disclaimer: The above information is for general guidance only and should not be taken as legal advice. Legal Services Agency will not be responsible for any loss, injury or other damage caused as a result of reliance upon the above. Legal advice from a qualified solicitor should be sought should you have questions about any aspect of housing law. Housing

Law Update 9

37





38 39Social media for social housingSue Shone,Policy & Practice Officer, CIH Scotland

Not surprisingly, a key skill of the housing professional is excellent communication. So how well are we embracing the increasing new communication opportunities provided by social media?

Some landlords (and even CIH Scotland) have been slow to spot the opportunities in the

fast moving world of Twitter, Facebook, YouTube, Pinterest etc. This reluctance can be attributed to scepticism, uncertainty, fear or poor understanding. Scepticism because it seems too trivial, uncertainty because we’re just not sure what it means or what the point of it is, fear that a slip of the keyboard will result in serious and long-lasting consequences and poor understanding because social media is still considered by many to be a leisure activity rather than work tool.

However, CIH Scotland’s eyes were opened to its potential to transform workplace practice when we embarked on a series of Twitter debates earlier this year and moved from using Twitter as a passive, information sharing tool to one which facilitated dynamic discussion. Since then it has been invaluable in allowing instant, informal sharing and supported several forays seeking practice examples and keeping our finger on the practice pulse. It hasn’t replaced the use of other methods of communication, just enhanced them.

Castlerock Edinvar, like others, is evaluating how it is using social media and more importantly planning for future use by developing a social media strategy. As part of a package of communication tools, they have used separate Twitter accounts to promote their mid market rent properties and developed a Facebook page for a specific sheltered scheme to raise its profile as a vibrant place to live and provide links with the wider community. Easthall Park Housing Co-op have surveyed tenants and know that a third of them use Facebook. They are putting resources into encouraging them to see value in following their landlord and promoting it, and Twitter, via their letterhead, compliment slips etc.

And it isn’t just Facebook and Twitter being used. Some landlords have a dedicated YouTube channel. Angus Housing Association uses its YouTube channel to host short films to guide tenants through the journey of becoming a new tenant right through to paying rent, reporting repairs and when to inform the landlord about a change of circumstances.

The Scottish Social Housing Charter and welfare reform are driving the need for more effective communication with tenants and there are plenty of new opportunities to support landlords with this. Having barely scratched the surface, there is powerful evidence that social media is a serious business and can enhance how landlords operate; everything from consulting on policies to advertising job vacancies and all points in between.

So what can we learn from the experience of others? Don’t put all your social media eggs in one basket, do make regular and relevant contributions to whatever you use and don’t underestimate the value of a re-tweet, a share or a ‘like’.

That’s your tenants helping you to get your message out at no cost to you, which has got to be something worth celebrating. @SueShoneCIH

The value of social media tools is felt even more keenly by those landlords prepared to use them to communicate with tenants and other customers, and has led to some remarkable results.

When Fife Council opted to use its Facebook page to provide ‘real time’ question and answer sessions over lunchtimes and early evenings on the impact of the under-occupancy charge, it’s doubtful even they expected the approximately 6,000 visitors per session they had. The success was evident by the constructive way in which tenants used the opportunity to ask questions and in the way they cascaded information to other, newer visitors to the page. Afterwards, the frequently asked questions were added to the dedicated Fife Council welfare reform mini-site, sharing the learning on a more traditional website.

Others, like Grampian and Parkhead Housing Associations, use social media alongside newsletters and press releases. By doing so they are targeting a new audience and bringing in new visitors to face-to-face events, like AGMs and tenant conferences. They can evidence tangible results in the numbers of responses they receive when they seek views and comments on significant issues via Facebook or by using Twitter to highlight information.

Whilst there does seem to be a general preference amongst tenants for Facebook, Dumfries and Galloway Housing Partnership are using Twitter successfully in a very practical way to let people know when there are available properties. They reach a wider network than traditional communication methods and potential tenants tweet questions about properties they’ve been selected for. They also used it to flag up ‘Bedroom Tax surgeries’ and to tweet information on the day, with tenants sending direct messages to staff, posting questions and arranging home visits. A particular success was when they used Twitter to promote and create their first youth conference, which resulted in 45 attendees and lots of tweeting and information sharing on the day.

ISSUE 62 : JUNE 13


4140

Resilience, inequality and resistanceAndy Milne, Chief Executive, SURF‘Resilience’ certainly seems to be the word of the moment and it is an interesting one. Taken alongside ‘austerity’ measures and paranoid propaganda about ‘Johnny foreigner’ in all his imaginary forms, it sounds like a distorted echo of those amusingly naive 1940s public service announcements that Harry Enfield used to have fun with.

‘Keep calm and carry on. Things may get a bit bumpy old chap but don’t mind the destruction all around you. Keep your chin up and your head down. Above all, don’t rock the boat. Just remember, we’re all in this together!’

Then as now, the less than subtle message goes out from a coalition government at a time of national crisis.

Spirit of the timesThe true spirit of resilience that was distilled in the shared experience of real adversity during WWII was strong enough to spark substantial progress in UK social policy and national regeneration. It seems ironic that those same constructions of social and economic solidarity are now under attack in the current more home-made crisis.

Whatever its cause, as with almost any calamity anywhere, it is the people with the least who lose the most. And still, it is the poorest communities that the repeated

calls for ever more ‘resilience’ are directed at. The current spin is that greater resilience will help recreate the vital shared spirit that we lost somewhere in the heady excesses of unregulated, debt fuelled, consumerist greed over the last three decades.

The catch is that the people who are being urged to show the most resilience now, didn’t even get invited to that party.

Ironies aside, activism to the foreAs Scotland’s independent regeneration network, SURF has a strong interest in where the solutions for more successful

regeneration might be found. All ironies aside, the unique assets of otherwise disadvantaged communities are certainly part of

the solution.

That knowledge, experience and energy has been ignored for too long. The upside of the current resilience zeitgeist is that how best to foster and link those resources is finally being brought centre stage in all sorts of policy forums.

For instance, I was pleased to note that the new Scottish Government policy on ‘Resilience’ for disaster planning in instances like floods, explosions epidemics etc http://www.scotland.gov.uk/

Publications/2013/04/2901/1 is strong on the importance of drawing on vital community knowledge and networks at times of emergency. But it goes further. The fourth point of the executive summary states: ‘creating local activism is key to long-term success’.

Now, I had always understood that in such crises the authorities would prefer if we stayed at home and waited for the ‘all clear’. But here, in its crisis planning, the Scottish Government is not just hoping for conventional community engagement, but is urging the creation of ‘local activism’.

Such a refreshingly positive view of communities reminds me of a Red Cross ‘Resilience’ conference I spoke at in London last month. A senior civil servant there set out how the UK government identified and planned for a range of emergency risks, including earthquakes, terrorist attacks and public disorder. However, he was rightly challenged on the omission of a real threat which is top of the concerns of the UN emergency planning team i.e. economic inequality.

The UK government neglects to identify this clear and present risk despite the

fact that Britain is home to the fourth most unequal society in the

developed world. It’s not as if the problem is not already well understood. The 2009 SURF Annual Lecture featured Professor Kate Pickett and her widely referenced book The Spirit Level (quoted by David Cameron among others).

It provided exhaustive detail on the impact of increasing inequality on all aspects of our neighbourhoods and personal lives. Interested readers can still view the transcript in the Knowledge Centre on the SURF website at www.scotregen.co.uk.

myths and realities More recently, the increasing scale of geographic and economic inequalities was highlighted in the Financial Times in March this year. It reported that the value of property in the 10 richest London boroughs was greater than that of all of the property in Northern Ireland, Wales and Scotland combined. This startling statistic may not be unrelated to another one which IPPR North produced in November 2012. It showed that while the capital investment in physical infrastructure in London was over £2,300 per head of population; in the North East region of England it was £5 per Geordie. Yes, that’s right – about what you’d expect to pay for a pint of Newcastle Brown and a couple of packets of crisps.

Resilience is certainly useful, but adequate investment is vital. Back in Scotland, where we do at least seem to be interested in these things, Cabinet Secretary Nicola Sturgeon will address a special SURF’s conference on the myths and realities around the links between ‘Infrastructure Investment and Social Benefit’.

Houses as homes, not just investments, will be a key part of that debate.

The catch is that the people who are being urged to show the most resilience now, didn’t even get invited to that party.


4342ISSUE 62 : JUNE 13 42social housing providers celebrate 25 years in BrusselsJulien Dijol, Policy Coordinator CECODHAS – Housing Europe

In September 2013, CECODHAS Housing Europe, the European Federation of Public, Cooperative and Social Housing providers will celebrate its 25th anniversary.

It has been 25 years of lobbying, research and co-operation through EU projects to make the voice of the affordable housing sector heard and to make a difference for tenants!

The 45 members in 19 EU member states manage 25 million dwellings, which is about 12% of the total housing stock in the EU. Within CECODHAS Housing Europe they defend the vision of a Europe that provides access to decent and affordable housing for all, in communities which are socially, economically and environmentally sustainable and where all are enabled to reach their full potential.

Despite 25 years of efficient activities, the EU is still far from turning that vision into reality, partly because housing policies remain a competence of the member states and it is not an easy task to convince individual member

states to invest in affordable housing. The deep economic crisis has also completely shifted the attention of the EU and national policy makers onto short-term fiscal consolidation at the expense of long-term financing of public goods and social infrastructure. The consequences are clear:

ÊÊ Decreased budgets for affordable housing building

ÊÊ Caps on housing allowances, and

ÊÊ Increased taxes on social housing providers.

CECODHAS Housing Europe, together with strong allies such as the IUT, has recently enjoyed some crucial successes. Most important is perhaps the eligibility of housing to access the 2014-2020 structural EU funds that will allow regions and cities to refurbish housing. Also important is the commitment from the European Commission to use the coordination of economic policies at the EU level to urge member states to invest in social policies, in particular through housing support.

For CECODHAS Housing Europe the year 2013 will not only be a year to look at past achievements; it will also start the preparation for the 2014 elections of the European Parliament, which will – together with a new European Commission – have the power to impel a new orientation for the EU and the well-being of its citizens.

www.housingeurope.eu[This article first appeared in the April issue of Global Tenant – http://www.iut.nu/Global%20Tenant/2013/GT_april_2013.pdf]


C O N T E N T S

France in the 21st centuryChronicle by Serge Incerti Formentini, President CNL page 2

The right to housing and need for tenure neutralitypage 3

News from IUT Brusselspage 4

Switzerland: a tenant’s paradise? page 5

Social housing provision in Irelandpage 6–7

Cecodhas 25 years page 7

Tenants’ advocates in New South Wales page 8–9

Riga, Latvia, a follow uppage 9

The emergence of a Tenants’ Union in Australiapage 10–11

Which housing system can ensure adequate housing? page 12–13

India, with a distorted rental market page 14–15

Welcome to IUT congress in Krakow!page 16

April 2013

Wanted by IUT:Tenure neutrality!

See page 3 and 7

2013 GuIDe to cIH ScotlanDYou can find out everything you need to know about CIH Scotland, including what we can do to support you and your organisation, in our 2013 Guide. If you would like a printed version, please just email the team at [email protected] and we will get one sent out.

After many months of work, led by Asset Skills with the support of CIH and housing employers, the first Modern Apprenticeships in Housing delivered in Scotland are nearing completion.

This Level 2 modern apprenticeship is underpinned by CIH qualifications in housing practice and in housing maintenance, which are now also accredited by the Scottish Qualifications Authority (SQA).

The 2013 CIH Scotland Annual Conference & Exhibition welcomed some of the first wave of modern apprenticeship candidates. Candidates from Falkirk Council who are completing their apprenticeships through SHARE were congratulated by Tim Pogson (Asset Skills) and presented with their CIH qualification certificates by Rod Hunter (SHARE).

ÊÊ For more information on the modern apprenticeship, contact Asset Skills (Tel: 0844 873 1018 or email: [email protected]).

The GuideYour Guide to CIH Scotland

Building On Solid Foundations2013

Who will be the next Apprentice?



45including membership, policy updates, qualifications, and much more.

Delegates were then ready to get stuck into a packed day of breakout sessions and study tours, with subjects including ‘regulating the Charter’ and ‘payment methods and collection systems’ under welfare reform. The programme for the day was rounded off with a particularly relevant keynote session on the future of public services, with speakers including Ross Martin from the Centre for Scottish Public Policy suggesting that while the public sector is in real need of reform, the challenge now is to think of new and innovative ways to do this in a time of cuts to services.

Following a packed day, delegates, speakers and exhibitors were then invited to relax at the evening drinks reception in the exhibition arena, which this year was kindly supported by ROCKWOOL.

Day TwoDay two began with another busy morning of breakout sessions, as well as a study tour showcasing Cube Housing Association’s £27 million energy efficiency project on the Wyndford Estate in Maryhill. This was followed by the presentation of the

Malcolm Smith Memorial Award, which this year went to Glasgow University student Ewen Gilmour for his

dissertation looking at how the changes one person made to their housing circumstances over a 20-year period were shaped by housing policy.

Delegates were then treated to a panel-style debate on the potential implications of greater powers for Scotland, with MSPs Johann Lamont (Scottish Labour), Willie Rennie (Scottish Liberal Democrats) and Linda Fabiani (Scottish National Party) offering their perspectives on the future of Scotland following 2014’s independence referendum. Fellow debater Martin Sime from the SCVO also argued that the current debates around independence focused too much on an ‘all or nothing’ approach and failed to provide enough solid information on increased powers for tax and welfare.

The morning sessions were rounded off with journalist and broadcaster Lesley Riddoch’s engaging interview with Chair of the Scottish Housing Regulator, Kay Blair. Much of the focus was on the current governance issues affecting the housing sector.

The afternoon brought with it more topical breakout sessions, before the final keynote session of the day looked at the challenges of making affordable housing for all a priority. Michael Rubinger, President and CEO of LISC in New York, provided the American perspective, informing delegates that subsidies for regeneration and housing investment in the US were at significant risk due to Congress budget cuts and tax reforms. He told delegates that if public subsidies are lost, the potential implications for private investment are bleak.


Jill Malcolmson & Sean Henderson,CIH Scotland

The CIH Scotland Annual Conference & Exhibition took place in March 2013 at Glasgow’s SECC for the fourth consecutive year. As with previous years, the event drew a big crowd and with a packed programme of keynotes, interviews, breakout

sessions and study tours, there was something for everyone to take part in and enjoy.

Day OneThe Conference opened with a welcoming address by CIH Scotland Chair, Elaine Gibson, who used the opportunity to challenge the ‘mixed messages’ coming out of Westminster over the introduction of the ‘Bedroom Tax’. She said that whilst the Prime Minister promised that families with disabled children would not be penalised, a current legal challenge from 10 disabled children and their families over the ‘discriminatory’ nature of the policy suggests otherwise.

Elaine’s address was followed by an equally informative speech from Housing and Welfare Minister, Margaret Burgess,

who announced the introduction

of a working group to consider how best to maintain a strong affordable housing supply programme. The group will look at the affordability of rents, financial capacity and subsidy rates, and CIH Scotland will be among its members. The Minister then presented the 2013 Excellence in Regeneration Award to ng homes for their impressive contribution to regeneration activities in North Glasgow (see feature in this issue of SHM).

It was then time for a coffee beak during which delegates were free to soak up the atmosphere at this year’s Exhibition. Almost 100 exhibitors were on hand to offer advice and information on a range of products and services, ranging from heating and hot water services to creative solutions to tackling homelessness. CIH Scotland staff were also on hand at our own exhibition stand to provide delegates with up to date information on CIH services,

Round-up



47Following the final set of breakout sessions, the Conference drew to a close with three very topical sub-plenaries on welfare reform and the housing landscape, vulnerable communities, and the Green Deal.

Planning is already underway for the 2014 Conference & Exhibition, which will take place from 11-13 March 2014 at the SECC in Glasgow. Save the date in your diary now to make sure you don’t miss out!

We look forward to seeing you there!

To view the 2013 Conference photo album, go to to http://www.cihscotland-conference.org/?section=conference_album


After a busy couple of days, it was then time for delegates, speakers and exhibitors to relax and enjoy some fine food and entertainment at the conference dinner, kindly sponsored by Marshall Brown. The dinner was held at the Crowne Plaza Hotel and entertainment was provided

by actress and comedienne, Dorothy Paul.

Final DayThe final day of Conference began with the CIH address, delivered by CIH Chief Executive Grainia Long. Grainia then

welcomed Cairn Housing Association Chair, Ken Ward and Chief Executive, Jason MacGilp to the stage to sign a new strategic partnership agreement between the Association and CIH. She then went on to present the 2013 Robina Goodlad Award for Women Achievers in Housing to Rani Dhir, Executive Director of Drumchapel Housing Co-operative. Grainia also announced the winners of the best stands. Best small stand went to Impact Arts and Glasgow City

Building won the large stand category.

This led on to the final morning keynote session where James Meadway of the New Economics Foundation delivered a thought-provoking presentation on ‘ending the recession’. He told delegates that in his view, austerity was the worst possible response to debt, and suggested that the only way to fix the nation’s economy was to invest wisely in housing and infrastructure.

The audience was then treated to an interview session, which saw the BBC’s Gary Robertson put some tough questions to Professor Duncan Maclennan of St Andrews University on the economic case for housing.


49One of our most recent investment programmes within the Carron area in Springburn, a mixture of multi-storey flats and tenemental properties, was part of a £3.5 million investment with Scottish Gas through their carbon reduction programme. We included new insulated overcladding, installed new ‘A’ rated condensing boilers and radiators and replaced old electric heating with efficient gas heating systems. This instantly improved the look of the flats and created substantial savings in energy costs that will have a long-lasting impact for residents.

Another significant physical improvement programme currently underway is our ‘Five Streets’ project, which is part of a holistic solution to improve Saracen Street in Possilpark. This has a capital allocation of £450,000 in partnership with DRS, CPP and ng homes.

The overall improvements will transform the area, which has suffered from years of disinvestment, into a modern and attractive environment and enhance its status as ‘the gateway to the North’, creating lasting change and enhancing community health and well-being. This is part of a larger programme that will see a new Health Centre and Business Centre being built.

Further programmes underway include improvements to multi-storey blocks that feature new usable communal space, concierge stations, office

facilities, new signage and new front entrances. In addition, new internal wall partitions, glazed partitions and windows will be installed.

There will also be newly formed external wall areas and new lowered ceilings and wall tiling to the entrance lobby, foyer, lift and stair vestibules. Electrical installation will be re-designed and adapted to suit the new layouts. On the outside of the buildings, new sandstone cladding with a zinc cope will be applied to the columns and existing brick infills at ground floor level. The retaining walls at the car parks are to be repaired, new sandstone facings applied and new railings provided.

economic – making a difference through employmentIn economic terms, regeneration is demonstrated through the establishment of ng2 – a subsidiary of ng homes. Originally set up in 2010 with 15 trainees, ng2 now employs 61 people who are delivering high quality estate caretaking and maintenance services across the area.

Managed by a board of volunteers, it is a great example of what a community can do for itself, with commitment, determination and enterprise.

It has overcome the obstacle of being in a ‘disadvantaged area’ to become a catalyst of community regeneration.

With around 70% of employees from the North of the city, including young people and

long-term unemployed, this has without doubt brought economic benefits to those directly involved. When recently carrying out a case study of one of the young people directly involved to find out the impact on him, he explained that he almost didn’t attend the interview for training as he was so low in

confidence. He started off cleaning closes and two years on, he is now a valued employee in the office, has had many positive comments from residents regarding the quality of his work and has undertaken significant training qualifications.

Like his counterparts, he is earning a Glasgow Living Wage and feels that he is doing a job that is worthwhile and connecting with the community. He feels that he has a clear progression route as he could now link into any future jobs within the housing organisation.

The wider community are also benefiting as they are receiving a more responsive service, which

49

Making regeneration happen


Margaret Layden, Regeneration Co-ordinator at ng homes, focuses on the winning entry in this year’s CIH Scotland/Scottish Government Excellence in Regeneration Award.

ng homes is a large community based housing association in Glasgow managing just under 5,500 rented properties and providing a factoring service to around 1,400 homes. Their area of operation is within North Glasgow, covering Springburn, Balornock, Possilpark and Parkhouse.

The area is recognised as one of high multiple deprivation being ranked amongst the worst 10 data zones in Scotland. This presents itself in terms of unused and derelict land, high unemployment, low educational attainment, poor health and lack of aspiration.

The association has taken a proactive approach to tackle the deep-rooted issues it faces and has been at the forefront of creating long-lasting change for the benefit of the community. ng homes has always had an emphasis on wider role activities and following a large stock transfer almost two years ago regeneration became a key area of development.

The association approaches regeneration under three specific headings: physical, economic and social, though inevitably many projects will be delivered that combine two, or in some cases, all three of these. A recent restructure has brought together the Investment and Regeneration Teams recognising the clear synergies.

John Devine, Director of Investment and Regeneration, says: “We have a large investment programme over the next two years in place to ensure that our residents

have good quality houses, but we recognise that it is more than that – we want it to be their home – and this is where it links with social and economic regeneration. We are not looking at short-term fixes, we are looking at long-term sustainable solutions and benefits.”

Progress on developmentIn terms of physical regeneration, we have been at the forefront of a number of improvements that will have a long-lasting effect.

Upgrades to concierge control room at Balgrayhill

Residents enjoy the monthly Song, Shimmy and Sausage Roll events

Mathew Duffy, Martin Baker and Supervisor David McIntyre proudly show off certificates from the Water Jetting Association


51people living independently. A cultural programme has been constructed with the aim of connecting older people from different areas through visits to museums, bringing Scottish Opera’s Little Bit of series to the complexes and holding monthly get-togethers entitled ‘A Song, a Shimmy and a Sausage Roll’, to reduce isolation.

PartnershipsThe association has identified that key to the regeneration process is effective partnerships and these can be seen throughout our three regeneration strands: physical, economic and social.

We have also established in the North of the city a series of Community Networking

Breakfasts that bring together voluntary organisations, faith groups, educational establishments and public organisations which have been instrumental in developing many strong partnerships and programmes.

We place a strong emphasis on environmental issues across North Glasgow with our Waste Implementation Plan and Climate Change programmes, in partnership with Zero Waste Scotland and Glasgow City Council.

ng homes’ regeneration objectives look to support the improvement of the social capital of individuals and the community through building, bonding and bridging.

Chairperson of ng homes John Fury said: “We feel that regeneration has a vital part to play in creating a strong, resilient community and one in which people want to live and bring up their families.”

CEO of ng homes Robert Tamburrini sums up ng homes’ approach when he says: “The work we do in terms of regeneration is not something new; housing associations throughout Scotland have been regenerating their communities for years. But now, as we grow, we are playing an even more vital role in making a positive difference to the lives of local families across North Glasgow. We need to create strong, resilient communities in order to achieve our vision of a New North Glasgow: a great place to live, learn, work, visit and invest.”

Carron - Carron multi-storey flats overclad as part of the Community Energy Saving Programme (CESP)


also offers ‘better value’. The added benefit for the community is that any profits are channelled back into the community. This links in very well with our programmes connected to social regeneration.

Social – community-led regenerationOur impact in terms of social regeneration is demonstrated in a variety of areas. We operate very much within an ‘asset based community development approach’ as we look to build on the life experiences, skills and aspirations of local people. We very much take the view of Sir Harry Burns, Chief Medical Officer for Scotland, who stated: “When people care enough to act, change will occur... think about the unrecognised capacities in every community, find them and provide opportunities for people to offer them. Relationships build a community, we need to build them and utilise them, put citizens at the

centre and engage them as actors, not recipients.”

This is central to our approach at ng homes as we look to work with people to make a real difference to their lives.

Community development activities are delivered through a number of programmes in partnership with a diverse range of organisations and partners.

For example, the Activate programme is a practical community development course aimed at volunteers and community activists and is delivered by Glasgow University with progression to college or university.

Community activities cover all age ranges and backgrounds, and include working with families to develop growing spaces and litter picketing projects. Delivering a wide range of community activities from football and sporting

events to fun days, last year brought a ‘Beach to Possilpark’ in partnership with the Link Up programme through Inspiring Scotland.

A Sports Legacy Programme is a partnership aimed at increasing connectivity and participation in various types of sports within the North of the city and has as its key elements a link to health, education and sport.

Recently, this programme partnered with the charity School of Hard Knocks and Sky Sports on an ‘employability programme’ using rugby as the medium. This was hugely successful in building the confidence and work readiness of unemployed males and will be broadcast in September 2013.

Another key element of community regeneration is working with older people. Within our housing stock we have five sheltered housing complexes and a high number of older

Kayla Besson from Possilpark enjoys the free swimming lessons thanks to ng sports legacy

ISSUE 62 : JUNE 13 52 53


A new study reminds us that with the will to collaborate and overcome the many and varied challenges faced, housing with care can make a positive difference to older people’s lives. The report, which was commissioned by CIH Scotland in conjunction with the Scottish Government’s Joint Improvement Team, showcases eight housing with care projects within the social sector and the factors that have contributed to their success.

The eight projects are spread across urban and rural Scotland. For each case study, the report outlines:

ÊÊ The rationale for setting up the project

ÊÊ The different partners involved

ÊÊ The care and support arrangements in place

ÊÊ The associated costs; and

ÊÊ The geographical location, design, and environment of the buildings.

The design and scale of the case study projects vary. Some involve the purpose-built or remodelled standalone buildings that contain self-contained and wheelchair accessible one-two bedroom apartments alongside a mix of common areas and facilities. Other projects are situated on the same site as a care home, general needs housing, or specialist health and social care facilities. A couple of newly constructed projects combine all three.

The case studies underline that getting the right location and design is an essential foundation. Housing providers are increasingly drawing on advice from the Dementia Services Development Centre at Stirling University and other experts to ensure the interior and exterior design of the buildings are suitable for those with physical disabilities, sensory impairment, and dementia and facilitate the use of assistive technologies. Newly constructed buildings also typically include district

heating systems and other measures to minimise energy usage to secure low operating costs and deliver higher levels of comfort for tenants.

The case studies also underline the need to look beyond the physical environment in planning housing with care. Ultimately, it is the ability to put older people in the driving seat of the care and support they receive, maintaining continuity of service delivery, alongside the ability of staff to foster relationships between tenants and to enable tenants to participate in community life that puts the ‘extra’ in housing with care.

There is no magic bullet, but some case studies outline the factors that have made it possible to develop housing with care. Others outline the factors that have helped to ensure bespoke care and support is built around the needs of older

tenants and the outcomes they want to achieve. Collectively, the case studies suggest that:

ÊÊ Successful development relies less on strategy and plans and far more on committed individuals that share a clear sense of purpose and mutual endeavour and, in the case of local authority staff, can secure strategic buy-in from senior staff and politicians.

ÊÊ Building and sustaining communication, openness and trust between individuals from different partners is vital to overcome the challenges of planning, managing and resourcing housing with care.

ÊÊ Housing with care managers play a vital role in managing potential areas of ambiguity with commissioners and any other service providers and in motivating staff to deliver person-centred services and thus preventing any potential lapse into ‘institutional’ forms of care that limit a person’s ability to choose how they lead their lives.

ÊÊ Care and support staff need the right blend of skills and aptitudes and to possess a genuine

ISSUE 62 : JUNE 13 52HouSing WitH Care for older peopleGillian Young,Newhaven Research

Photograph © Paul Box/reportdigital.co.uk



55Gez Kinsella,Assistant Director Consultancy, HouseMark

Customer care has come a long way since Henry Ford said: “Never complain. Never explain.” In social housing, effective complaints management has never been more important in Scotland.

The second standard (communication) of the Scottish Social Housing Charter states that landlords must ‘make it easy for tenants to make complaints and provide feedback on services, using that information to improve services.’ More specifically, the Scottish Public Services Ombudsman (SPSO) has developed sector specific model Complaints Handling Procedures (CHP). Social landlords will be monitored against the CHP, with regulation requiring compliance. The key elements of the CHPs set out a two stage process, with prescribed timescales, emphasise the importance of recording all complaints and placing an emphasis on early resolution and learning.

HouseMark’s complaints accreditation scheme is one of a suite of complaints offers it provides to social landlords. The scheme, tailored to the specific needs of Scottish social landlords, provides a robust external challenge against CHP compliance. Indeed, HouseMark’s Scottish accreditation scheme was designed in partnership with the authors of the CHP, the SPSO. SPSO’s Paul McFadden, Head of

Complaints Standards, said of the scheme that “it provides reassurance of compliance with our model CHP, demonstrating that organisations value, encourage and learn from complaints.”

However, accreditation delivers more than just a tick in the box. It meets tenants’ expectations, helps to raise satisfaction levels, stimulates continuous improvement, demonstrates value for money and recognises the contribution of staff.

The scheme was recently successfully piloted at Dumfries and Galloway Housing Partnership (DGHP) and Queens Cross Housing Association. Both organisations were successful in passing the robust and thorough challenge that accreditation offers. More importantly, both organisations demonstrated that they were learning organisations, incorporating the host of recommendations in to their accreditation action plans – going beyond the minimum regulatory compliance.

Audrey Simpson, Head of Business Improvement at Queens Cross Housing Association, said: “Being joint first to achieve accreditation demonstrates a successful cultural change in the association towards complaints.

We’ve come a long way and our tenants and customers are starting to see the benefits in our new

approach. I want to thank all staff for their support and contribution which was fundamental to the positive outcome.

Debbie Smith, Service Improvement Manager at DGHP, said:

At DGHP, we strongly believe that achieving accreditation demonstrates to our tenants how seriously

we take their complaints.

While we might not get it right all of the time, what we do is promise a robust process is in place to ensure that our tenants’ issues are dealt with in an open and transparent manner.

The two organisations provided evidence to support compliance against the seven Commitments and 40 Building Blocks that make up the accreditation’s assessment criteria. HouseMark’s independent assessor interviewed staff, tenants and critically service users, carried out an audit of a range of complaints cases and challenged the organisations’ complaints processes, including how complaints are recorded, reported and demonstrate learning.

If Henry Ford was around today, his mantra might be: “Always (let people) complain, always explain and in doing so achieve organisational gain.”

ÊÊ For further information contact Kirsty Wells, Scotland Manager at HouseMark on 07730 764225, [email protected], @kirsty_wells

with the Housing Ombudsman Service

Complaints accreditation

interest and respect for each person’s welfare and potential, reinforced by regular supervision and training.

ÊÊ Front-line health and social work staff need to be made aware of what the service has to offer in order to secure appropriate referrals. Likewise, effective communication with the wider public is essential to prevent potentially damaging misapprehensions. These resource intensive activities often fall to the housing provider, sometimes because they are not adequately addressed at the planning stage.

The local authorities and RSLs showcased in the report have sought to maintain or strengthen their commitment to housing with care in spite of the difficult economic climate. However, the report acknowledges that some big questions will need to be answered if housing with care is to become an important strand of housing’s contribution towards shifting the balance of care for older people as

envisaged by the Scottish Government in Age, Home and Community: A Strategy for Housing for Scotland’s Older People: 2012 – 2021.

These questions include where future investment might come from, the potential future role of the private sector and whether it is possible to develop a model that is attractive and affordable to self-funders. There are also as yet unresolved questions about the likely impact of welfare reforms and the outcome of ongoing discussions between DWP and various housing bodies on the definition of Supported Exempt Accommodation and the future payment of housing benefit to those living in housing with care projects.

The challenge for us all is how we can ‘develop workable solutions’ that permit housing providers to move beyond building and managing houses and make a positive difference to the health and well-being of older people in the years ahead.

aBout tHe RePoRtThe study was undertaken by Newhaven Research and the fieldwork stage of the project was carried out during February and March 2013. The final report will be published in mid/late June 2013 – look out for it at www.cih.org/scotland

Five great reasonsto be a CIH member

Join today.We have the advice, support and knowledge to help you be brilliant.

At CIH, we know that housing professionals are on the front line of tackling some of the most important and challenging issues in our society. To do this effectively, you need advice and support from people who understand your role. We’re here to help you stay ahead of the game, offering you practical tools, guidance and support at every stage of your career.

But don’t take our word for it.Find out for yourself by signing up to our member get member scheme.

You’ll get the first three months’ of your subscription absolutely free, with access to all the great benefits of membership.

Find out more: www.cih.org/membergetmembercampaign

Learn with us. Improve with us. Influence with us | www.cih.org | 024 7685 1700

Member ad May 2013.indd 1 5/7/2013 3:01:54 PM

Documents

Inside this issue - Chartered Institute of Housing (CIH) Policy Pdfs/Scottish Housing Matters/Scottish... · ISSUE 62 June 2013 Inside this issue ... subsidies for the AHSP. A Working