April 2012

STRATEGIC PLAN 2010-2014

Reviewed May 2013

1

MISSION Housing Rights Service works to achieve positive change by promoting and protecting the rights of all people in housing need. VALUES Independence Not subject to the control of any housing provider, landlord, lending institution or political party Confidentiality Not disclosing information to any external source without prior consent unless required to do so by law Quality Committed to continuous improvement of staff and service delivery Co-operation Working together and with others to achieve shared goals Equality Opposing discrimination and treating everyone fairly Respect Acting with integrity and treating everyone in an open and non judgemental manner

2

ORGANISATIONAL BACKGROUND Housing Rights Service believes everyone has the right to a decent, safe and affordable home and has been working for over 45 years to help achieve this on behalf of people who are homeless or living in poor housing in Northern Ireland. Our services include:

• Providing a housing advice line which operates each weekday • Undertaking advocacy and legal representation work on behalf of people with housing problems • Providing a dedicated Mortgage Debt Advice Service • Operating an in situ court representation service for people facing possession as a consequence of debt • Delivering skills and knowledge based training on housing and related issues • Producing information resource materials on housing law and practice in Northern Ireland • Providing client based comment to influence the development of relevant public policy and legislation • Providing a public information website on housing and related issues in Northern Ireland (HTUwww.housingadviceNI.org UTH) • Providing a specialist housing advice service within the prisons in NI • Supporting (in partnership with Citizens Advice and Advice NI) generalist advice agencies to deliver quality housing in their

local communities (through the Community Housing Advice Partnership The organisation currently employs 34 staff and obtains funding for our work from a range of different sources. Our core services are funded by the Housing Division within the Department for Social Development. In the last three years additional support for project work has been received from:

• Northern Ireland Housing Executive

• European Regional Development Fund

• Department for Enterprise, Trade & Industry

• Big Lottery Fund

• Co-operative Group

• Vodafone UK Foundation

• Fold Housing Association

• Shelter

• Marks & Spencer

• RIBA

3

REFLECTING ON SUCCESS Housing Rights Service is the leading independent specialist organization promoting housing rights in Northern Ireland. Significant achievements during the period covered by our last Strategic Plan (2007-2010) include:

• Providing advice and assistance to 14285 people who were in housing need. • Securing positive housing outcomes for 75% of the people who used our advice service • Undertaking a number of successful legal challenges which have promoted and protected the rights of tenants living in

the private rented sector. These have included providing favourable clarification on the process for determining a fair rent contained in the Private Tenancies (NI) Order 2006 and compelling District Councils to proactively enforce the provisions in relation to unfitness which are included in this Order;

• Re launching a new user friendly version of the Housing Rights Manual in March 2008 • Establishing in January 2009 (in liaison with NI Court Service) the first in situ court representation service in NI • Developing a number of specialist portals on our public information website (HTUwww.housingadviceNI.org.uk UTH) to improve

access for young people; prisoners and ex offenders and people in housing debt. • Delivery of training to 2175 people on housing issues with 99 individuals obtaining a qualification in Housing Advice • Developing accredited training courses on the “Private Rented Sector” and “Preventing Homelessness :Dealing with

Housing Debt” • Launching a Preventing Possession Initiative in Feb 2009 which aims to prevent homelessness as a consequence of debt

and securing additional funding in May 2009, to provide a dedicated advice service for those in mortgage debt • Developing a peer housing advice initiative within HMP Maghaberry. This involved training and developing a number of

long term prisoners to provide advice on housing issues to their fellow prisoners. Our colleague, Brenda Parker, won a NI Housing Award, in Feb 2010 for her inspirational work in developing this initiative.

• Helping to secure commitment from the Minister for Social Development to introduce a mandatory registration scheme for all landlords operating in the private rented sector.

• Obtaining 97% satisfaction rating from the people who used our services during this period. • Achieving a number of Quality Awards including Lexcel in June 2007, Customer Service Excellence in October 2009

and retaining recognition as an Investor in People organization in March 2010 The Strategic Plan for 2010-2014 aims to build on this success and contains proposals to sustain our services to help promote and protect the rights of people who are homeless or in housing need in Northern Ireland

4

STRATEGIC CONTEXT (updated April 2012) The Programme for Government 2011-2015 was published in March 2012. It is the framework document for government policy in NI and sets out the priorities for the NI Executive up until May 2015. The context for the document is one of continuing economic recession and ongoing financial constraint. Within this context it seeks to provide the groundwork for both economic and social recovery and makes a number of commitments which are of particular relevance to our work. These include:

• Supporting economic recovery and tackle disadvantage, deprivation and poverty; • Targeting resources to those most in need; • Mitigating the worst impact of the imposed cuts and ensure that the most vulnerable and disadvantaged in our society are

protected; • Working collaboratively with partners in voluntary & community sector to maximize impact.

The document identifies 5 key strategic and inter dependent priorities. The work of HRS is most closely aligned with Strategic Priority 2, “Creating Opportunities, Tackling Disadvantage and Improving Health & Well Being”. Within this overarching framework the Department for Social Development has subsequently produced a Business Plan for 12/13 which identifies the 3 strategic themes of Housing, Welfare Reform and Strengthened Communities/Vibrant Urban Areas. The work undertaken by Housing Rights Service is closely aligned with, and supports the achievement of, the following corporate objectives and commitments which are contained in the Plan.

• Providing access to decent, affordable and sustainable homes and housing support services • Meeting the needs of the most vulnerable by tackling disadvantage • A better regulated Private Rented Sector capable of meeting housing need • Reforming the welfare system to tackle the root causes of poverty and mitigating against the negative impact of the reforms. • Tackling homelessness

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CRITICAL ASSUMPTIONS 2010-2014 (updated April 2012)

• The difficult economic climate will continue and the UK government will pursue the implementation of their Welfare Reform Agenda.

• There will be limited/reduced funding from public sources • Civil legal aid funding will be made available for advice provision by the not for profit sector • The contract culture for provision of services will continue • Housing problems are likely to escalate and there will be an enhanced need/role for housing advice • There will be an Increased reliance on the private sector to meet housing need • New structures will be introduced to support the delivery of housing services to citizens of NI by 2015. This is likely to lead to

a change in the role for the Housing Executive; a reduction in the number of social housing providers and an increased emphasis on scrutiny/regulation of the sector.

• A statutory duty will be placed on the Housing Executive) to ensure free housing advice is available to those who need it (subsequently introduced in 2011)

• The Assembly will continue in operation and responsibility for policing and justice issues will be devolved to the NI Assembly (devolved April 2010). Following devolution there is now likely to be a programme of comprehensive reform and a greater focus placed on the implementation of a Resettlement Agenda within the NI Prison system.

• The Review of Public Administration will be implemented by 2015. This is likely to lead to a new 11 Council model and a number of housing functions will be transferred to local councils.

• Further rationalisation of the voluntary advice sector is likely. • A Review of Government Departments is likely to commence in the life time of this Plan – recommendations are likely to be

implemented post 2015. • There will be increased demand to deliver services in a variety of formats and via a range of contact channels to meet the

needs and preferences of users. In particular there is a commitment form government to improve on line access to public services.

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LOOKING FORWARD: 2010 – 2014 Five strategic themes have been agreed for the organisation for the period 2010-2014. These are:

• Delivering positive outcomes for clients and service users; • Maximising Income & Adding Value • Developing Relationships & Markets • Improving Structure & Services • Developing Expertise & Excellence

Housing Rights Service has translated the strategic themes into objectives using a balanced scorecard approach. The model defines four quadrants and sets out, within each of these, our key objectives, measures and targets for the next four year period. Targets beyond March 2011 are on a provisional basis and will be reviewed and updated each year. The Plan also incorporates our key business activities for 2010/11 - this section of the Plan will also be updated annually to incorporate activities for the year ahead.

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ORGANISATIONAL OBJECTIVES 2010-2014

RESULTS

• To prevent homelessness and help people in need to access and sustain a decent and affordable home

• To help build capacity within other agencies to provide quality

advice to people in housing need. • To provide practice based evidence to help inform relevant

legislation, policy and practice

CUSTOMERS

• To assist clients to find the best possible solution to their

housing problems • To enable other frontline organisations to provide quality

housing advice within their own communities • To positively influence policy and practice on housing issues

by representing the experience of clients.

INTERNAL PROCESSES • To be recognised as a provider of high quality Value for Money

services. • To deliver our services in a timely and accessible manner to

meet the needs of customers. • To develop and maintain effective working relationships to

achieve shared goals. • To make the most efficient and effective use of available

resources.

ORGANISATION & PEOPLE • To maintain our position as the leading specialist agency

promoting housing rights in NI through developing the expertise and excellence of our people.

• To promote a positive working environment which motivates

staff and volunteers • To secure adequate levels of financial resources to deliver

services • To effectively manage key organisational risks and ensure

statutory compliance

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RESULTS

Targets

Objective

Measures

Ach 10/11

Ach 11/12

Ach 12/13

13/14

Key Actions 2013/14

1

To prevent homelessness and help people to access and sustain a decent, affordable home.

No of clients assisted (HRS total)

• Accessing accommodation • Sustaining accommodation

No of issues assisted with relating to:

• Accessing accommodation • Sustaining accommodation

No of enquiries responded to in relation to Private Rented Sector(total)

• Tenancy management • Affordability/deposits • Security of tenure • Fitness & repair

No of visits to:

• haNI website • Repossession portal • PRS sub site

5625 3347 4509 1231614690 10571 3983 1228 4930 2676 n/a

6952 3380 4681 12410 14240 9573 3116 2062 2068 1812 519.5K8119

7770 3486 5312 12478 14561 11828 3690 2568 2705 2014 699K 10250

7320 3150 5000 12K 14K 10750 3350 2300 2450 1800 ?? ??

Delivery of advice, advocacy and representation service via:

• Casework • Community Housing

Advice Partnership • Debt Action NI • Email • Beat the Recession (to

Dec 13) • Housing Possession

Court Duty Scheme (HPCDS)

• HRS Advice Line • Legal service • Mortgage Debt Advice

Service • Prisons advice service • Tenant Debt Advice

Service

Deliver Year 2 of pilot Housing Possession Court Duty

9

No of pages viewed:

• hani Website • Repossession portal • PRS sub site

% of positive outcomes

• Client determination • HRS determination

No of cases where homelessness prevented

n/a n/a n/a 94 96 475

1.4m 26177 n/a 77 87 513

3.9M 55000 277K 94% 96% 581

?? ?? ?? 85% 85% 570

Scheme at: • Chancery Division (High

Court) – 5 sessions p.wk • All relevant County

Court sessions across NI

Assist LSC to implement review of HPCDS arrangements to: Extend coverage; Promote attendance of clients. Provide ITA service, on pilot basis, to NIHE tenants affected by stock transfer programme wef May 13. Renew agreements with TDAS partners May 13. Implement Service Review recommendations in relation to legal advice. Service Development Team to produce interim report by June 13 identifying : Key activities to date; Recommendations & future focus of work; Issues/options to explore at

10

Strategic Planning Process (autumn 13). Explore potential to extend TDAS to other social housing providers (total of 7) by Oct 13. Explore potential & submit application to act in capacity of Independent Tenant Adviser (ITA) for NIHE tenants for remainder of proposed stock transfer programme (Dec 13) Delivery of on line public information on housing and homelessness via haNI. Ensure haNI updated to reflect all relevant changes including introduction of

• Welfare Reform • New Discretionary

Support Arrangements • Landlord registration

scheme; • Tenancy Deposit

Scheme • YP protocol

developments. Implement agreed Plan to

11

complete redevelopment of wwwhousingadviceNI.org: Establish Project User Group (June 13); Agree structure (Sept 13); Agree Visuals (Dec 13); Launch (Mar 14).

2

To help build capacity within other agencies to provide quality advice to people in housing need

No of users

- Legal Advice & Support - Training - Legal information (not haNI)

No of participants achieving housing qualification % of CHAP agencies providing Up to Level 3 advice Level 4 advice Level 5 advice No of prisons providing Up to Level 3 advice Level 4 advice Develop & implement new system to assess Impact of HRS support services

• Implement • Review

1159 651 262 79 100 75 18 3 1

1160 774 286 111 100 92 21 3 2 April Oct

1277 897 275 89 100 92 21 3 2 n/a Mar 13

1200 760 125 85 100 92 25 3 3 Mar 14

Provide Support via

• Community Housing Advice Partnership

• Debt Action NI • HRS Advice Line • Mortgage Debt Advice

Service • Prisons Advice Service • TDAS

Agree revised Service Level Agreements with all CHAP partner agencies by June 13. Liaise with NIHE & produce report on development of housing options advice in NI (Sept 13). To include: consideration of scope for PH Hub; relevant resources; potential role of CHAP & advice standards.

12

Identify potential additional partner agencies to ensure comprehensive geographical coverage aligned with proposed RPA boundaries by Dec13 Complete review of CHAP involving key stakeholders by Dec 13. Provide Training/Legal Information Provide support focused on PRS, Universal Credit/WR; Financial Capability/ Debt; Housing Options and YP via:

• Production of Professional Resources;

• Delivery of Scheduled Training Programme

• Delivery of Project Targeted Support Programme (CHAP; MDAS & Prisons).

Ensure HLPNI updated to reflect all relevant changes including introduction of

13

• Universal Credit/Welfare Reform

• New Discretionary Support Arrangements

• Landlord registration scheme;

• Tenancy Deposit Scheme

• YP protocol developments.

Implement recommendations from Service Review Group in relation to training & legal information. Service Development Team to produce interim report by June 13 identifying : Key activities to date; Recommendations & future focus of work; Issues/options to explore at Strategic Planning Process (autumn 13). Review training to be offered under MDAS contract by June 13 & secure agreement from DSD Develop and populate new

14

HRS corporate website – to be operational Aug 13. Monitor HLPNI information on line and conduct initial review with users by Nov 13 to inform any recommendations for change. Liaise with DSD/councils and explore/ identify role for HRS, by Dec 13, in assisting with promotion of good practice within PRS e.g

• Delivery of training to landlords

• Provision of advice and information to landlords & tenants.

Implement agreed framework feedback/ outcome assessment in ALL areas & ensure new process for collation & dissemination is fully operational WEF Apr 13.

3

To provide practice based evidence to help inform

No of opportunities to influence including: No of briefing/evidence sessions

Contribute to legislative & policy developments in the following areas:

15

developments in relevant legislation, policy and practice

provided to government/public bodies No of consultation responses submitted to government/public bodies No of recommendations acted on No of changes influenced Stakeholder feedback

7 7 8 19

5 10 9 11 Jan 12

29 15 9

26 14 8

• Housing Strategy for NI; • Accommodation options

for vulnerable people • Influencing reform of

Housing Structures • Making PRS a viable

housing option • Mitigating the Impact of

Welfare Reform • Promoting Financial

Inclusion & Capability • Support for tenants &

homeowners • Tackling Homelessness • Assessment of housing

& related support needs

Respond to relevant consultation documents Deliver evidence sessions to Assembly Committees. Provide briefings to policy makers. Implement a series of meetings with political contacts during year Further develop NI Private Tenants Forum (PTF) to:

16

Hold regular meetings; Complete/deliver training on PRS; Implement agreed actions including evidence commission and production of manifesto; Engage with elected members and other policy makers. Identify and explore diff ways of providing evidence base & identifying policy solutions. To include:

• Involvement of NI PT Forum;

• Publish research in conjunction with Consumer Council NI (via JMU Liverpool) into Role of Credit Unions in NI in providing services to low income households in NI by May 13

• Identify “systems failure” and refer to stat agency for action (Feb 14).

Promote/influence development of NI “Housing First” pilot for vulnerable clients with complex needs.

17

Review policy priorities areas for 2014-15(Feb 14). Hold min of 2 policy seminars at least 1 to include user engagement (Mar 14).

18

CUSTOMERS Targets

Objective

Measures

Ach 10/11

Ach 11/12

Ach 12/13

13/14

Key Actions 2013/14

1

To assist clients to find the best possible solution to their housing problems

No of clients No of housing issues No court representations No of strategic cases with successful outcomes % of positive outcomes

- client determination - HRS determination

No of cases where homelessness prevented

5625 28407 691 12 94% 96% 475

6952 40513 932 18 77% 87% 513

7770 37342 1299 12 94% 96% 581

7320 33000 1200 12 85% 85% 570

Delivery of advice, advocacy and representation service via:

• Casework • Community Housing

Advice Partnership • Debt Action NI • Beat the Recession (to Dec

13) • Email • HPCDS • HRS Advice Line • Legal service • Mortgage Debt Advice

Service • Prisons advice service • Tenant Debt Advice

Service Delivery of Year 2 of pilot Housing Possession Court Duty Scheme at:

• Chancery Division (High Court) – 5 sessions p.wk

• All relevant County Court sessions across NI

19

Monitor identification and successful completion of strategic cases Liaise with PILS and identify appropriate cases for action. Implement recommendations from Service Review Team in relation to legal advice Renew TDAS agreements with existing partners by May 13. Review Yr 2 pilot HPCDS arrangements with LSC: June 13/Dec 13 Provide ITA service, on pilot basis, to NIHE tenants affected by stock transfer programme to Aug 13 Explore potential to extend TDAS to other housing providers (total 7) by Oct 13. Deliver enhanced legal service and increase amount of legal representation undertaken on behalf of clients/ review Nov 13

20

Explore potential & submit application to act in capacity of Independent Tenant Adviser (ITA) for NIHE tenants for remainder of proposed stock transfer programme (Dec 13) Delivery of on line public information on housing and homelessness via haNI. Ensure haNI updated to reflect all relevant changes including introduction of

• Welfare Reform • New Discretionary Support

Arrangements • Landlord registration

scheme; • Tenancy Deposit Scheme • YP protocol developments.

Implement agreed Plan to complete redevelopment of HTUwww.housingadviceNI.org UTH by March 2014: Establish Project User Group (June 13); Agree structure (Sept 13); Agree Visuals (Dec 13);

21

Launch (Mar 14). Identify “systems failure” and refer to statutory agency for consideration (Feb 14). Deliver enhanced FT advice service within Hydebank Wood to Mar 14.

22

2

To enable other frontline organisations to provide quality housing advice within their own communities

No of users

- Legal Advice & Support - Training - Legal information (not haNI)

No of participants achieving housing qualification No (%) of HRS courses linked to NOS No of prisons where peer service operational No of CHAP agencies providing Up to Level 3 advice Level 4 advice Level 5 advice No of prisons providing Up to Level 3 advice Level 4 advice Develop & implement new system to assess Impact of HRS support services Implement; Review

1000 650 260 75 5 1 100%75% 18% 3 1

1160 774 286 111 24 1 100% 92% 21% 3 2 Apr Oct

1277 897 275 89 100% 1 100 92% 21% 3 2 n/a Mar

1200 760 125 85 100% 2 100 92 25 3 3 Mar

Provide Support via

• Community Housing Advice Partnership

• Debt Action NI • HRS Advice Line • Mortgage Debt Advice

Service • Prisons Advice Service • Tenant Debt Advice Service

Ensure peer advice service maintained in HMP Maghaberry. Implement Peer Development Plan in HMP Magilligan during year Record all support provided to staff within TDAS partner agencies WEF Apr 13. Agree revised Service Level Agreement’s with all CHAP partner agencies by June 13. Liaise with NIHE & produce report on development of housing options advice in NI (Sept 13). Consider application of NOS/SFJ framework to development of

23

housing advice standards for NI (Sept 13). Review scope of haNI/HLPNI by Nov 13 and consider potential role in delivery of Housing Options advice in NI. Identify potential additional partner agencies to ensure comprehensive geographical coverage aligned with proposed RPA boundaries by Dec 13. Complete review of CHAP involving key stakeholders by Dec 13. Provide opportunity, if required for workplace experience for former NIPS peer. Explore potential for at least 1 peer/former peer to progress to NVQ or further accredited qualification by Mar 14. Provide Training/Legal Information Provide support focused on PRS, Universal Credit/WR; Financial

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Capability/ Debt; Housing Options and YP via:

• Production of Professional Resources;

• Delivery of Scheduled Training Programme

• Delivery of Project Targeted Support Programme (CHAP; MDAS & Prisons)

Ensure learning outcomes for all HRS training courses are linked to NOS Ensure HLPNI updated to reflect all relevant changes including introduction of

• Universal Credit/Welfare Reform

• New Discretionary Support Arrangements

• Landlord registration scheme;

• Tenancy Deposit Scheme • YP protocol developments.

Implement recommendations from Service Review Team in relation to training & legal information. Implement agreed framework feedback/ outcome assessment in

25

ALL areas & ensure new process for collation & dissemination is fully operational WEF Apr 13. Service Development Team to produce interim report by June 13 identifying : Key activities to date; Recommendations & future focus of work; Issues/options to explore at Strategic Planning Process (autumn 13). Review training to be offered under MDAS contract by June 13 & secure agreement from DSD. Pilot “News Exchange Forum” (NEF) in line with agreed format & frequency June – Dec 13. Review Jan 14. Develop and populate new HRS corporate website – to be operational Aug 13. NEF discussions to inform content of corporate website and other products being offered by HRS (Aug 13)

26

Establish Housing Law Update as annual event (Oct 13) Explore potential for development of accredited course for PRS tenants (Oct 13) Monitor HLPNI information on line and conduct initial review with users by Nov 13 to inform any recommendations for change.

3

To positively influence policy and practice on housing issues by representing the experience of clients.

Strategic Casework No of cases successfully completed (housing/debt) No of strategic issues identified for progression No of issues identified through systems analysis No of positive changes secured Policy Work

No of reps made (verbal/written) on behalf of clients

12 24 2 4 11

18 31 2 5 26

12 26 2 4 4

12 24 2 4 5

Undertake strategic casework/legal action on behalf of clients Liaise with PILS and identify appropriate cases for action. Implement system to monitor identification and successful completion of strategic cases Identify “systems failure” and refer to stat agency for appropriate action (Feb 14) Contribute to legislative & policy developments in the following areas:

27

No of recommendations acted on

No of changes influenced

8 19

9 11

15 9

14 8

• Housing Strategy for NI; • Accommodation options for

vulnerable people • Influencing reform of

Housing Structures • Making PRS a viable

housing option • Mitigating the Impact of

Welfare Reform • Promoting Financial

Inclusion & Capability • Support for tenants &

homeowners • Tackling Homelessness • Assessment of housing &

related support needs Respond to relevant consultation documents. Provide briefings to policy/decision makers. Deliver evidence sessions to Assembly Committees. Implement a series of meetings with political contacts during year. Ensure policy contributions based on experience of clients and

28

solution focused. To include: • Collation and analysis of

data/client experience via Advice Pro

• Involvement of NI Private Tenants Forum (PTF) in influencing/promoting HRS policy priorities.

Launch research, in conjunction with Consumer Council NI (via JMU Liverpool), into Role of Credit Unions in providing services to low income households in NI by May 13. Completion of PTF “Mystery Shopping” exercise on pre tenancy fees (May 13). Further develop NI Private Tenants Forum (PTF) to: Hold regular meetings; Complete/deliver training on PRS; Implement agreed actions including evidence commission and production of manifesto; Engage with elected members and other policy makers. Promote/influence development of NI “Housing First” pilot for

29

vulnerable clients with complex needs Review policy priority areas for 2013-2014 (Feb 14). Hold min of 2 policy seminars/at least 1 to include user engagement (Mar 14).

30

INTERNAL PROCESSES

Targets

Objective

Measures

Ach 10/11

Ach 11/12

Ach 12/13

13/14

Key Actions 13/14

1

To be recognised as a provider of high quality, Value for Money services

Lexcel standard achieved Customer Service Excellence award achieved No (%) of training courses: Accredited; Linked to NOS standards Achieve Training Award Achieve EFQM standard Agree & implement new system of obtaining feedback on customer journey Implement Review Positive Evaluation completed: Core service PPI CHAP Prison

June 10 Jan 11 7 5 Pilot Oct 10 June n/a

May 11 N/A 9 24 MoE Jan 12 April Oct Sept O/G

June 12 N/A 9 100% Mar13 n/a Apr12 n/a n/a

June 13 N/A 10 100% Mar Mar n/a n/a n/a

Implement agreed framework feedback/ outcome assessment in ALL areas & ensure new process for collation & dissemination is fully operational WEF Apr 13. Quality Team to produce interim report by June 13 identifying : Key activities to date; Recommendations & Future focus of work; Issues/options to explore during Strategic Planning Process (autumn 13). Processes Team to produce interim report by June 13 identifying : Key activities to date; Recommendations & Future focus of work; Issues/options to explore at Strategic Planning Process (autumn 13).

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MDAS (review) Comparative costings Per advice enquiry Per training participant Comparative levels of satisfaction Advice customers Training participants Legal Information users

Top 33% 50% Top 33%

Feb Top 25%

Oct12 n/a n/a Top Top n/a

n/a Top 25% 25% Top 25%

Complete review of Achieving Excellence Programme July 13 Review specialist roles & explore potential for internal peer review within HRS Legal Advice &Support Team (Sept 13) Implement external peer review in at least one core area of work (Nov 13) Explore potential for development of accredited training course for PRS tenants (Nov 13). Complete fundamental review, to include interlinking, of HRS policies and procedures. (Mar 14)

2

To deliver our services in a timely and accessible manner to meet the needs of our customers.

Implement initiative to improve customer journey in each of following services;

• Advice • Training • Legal information

HRM available on line

3 1 1

3 3 1

2 1 3 June 12

2 2 2

Liaise with DoJ/NICS & Social housing providers to maximise opportunities for HPCDS representation of tenants at County Court sessions. Ensure HPCDS available at all relevant venues in NI

32

Client satisfaction index Implement service initiative for: Clients with mental health needs Ethnic minorities

98%

98% X

99% X

95% Mar Mar

Implement agreed framework feedback/ outcome assessment in ALL areas & ensure new process for collation & dissemination is fully operational WEF Apr 13. Pilot “News Exchange Forum” (NEF) in line with agreed format & frequency June – Dec 13. Review Jan 14. Develop and populate new HRS corporate website (Aug 13). NEF discussions to inform content of corporate website and other products being offered by HRS (wef Aug 13). Agree and implement service initiative for users with mental ill health & ethnic minorities to include producing Advice Directory & developing referral arrangements by Sept 13. Complete ICT scoping exercise by Sept 13. Review need for ICT

33

Strategy/potential application of cloud computing within HRS (autumn 13). Identify potential additional CHAP partner agencies to ensure comprehensive geographical coverage aligned with proposed RPA boundaries by Dec 13. Consider and agree format to celebrate HRS 50 P

thP Anniversary in

14/15 (Dec 13). Relationship with NEF/MIG and supporting teams to be monitored. Review Jan 14 Implement agreed Plan to improve usability and accessibility of HTUwww.housingadviceNI.org UTH via Best Practice responsive design Mar 14.

3

To develop and maintain effective working relationships to achieve shared goals

No of strategic alliances

No of operational partnerships

Evidence of working relationships formed with:

5 42

5 49

4 59

4 45

25 SLA’s with partner agencies (Jun 13). Identify opportunities to develop training to meet needs of staff/clients of targeted agencies.

34

• Mental health professionals • Councils • Landlords

Effective Implementation of:

• TDAS/PPL; • Referral arrangements with

NIHE/CHAP/HRS • HPCDS/HRS/DETI • PRS forum

Level of satisfaction (partners):

• CHAP • Prisons • TDAS/PPL

n/a Rvwd Mar Jan 100% 100% 100%

X Sep Sep July Jan 91% 100% ??%

X Mar Mar Jun Oct 100% 96% n/a

Mar Mar Mar Mar Mar 95% 95% 95%

Explore potential to develop/deliver training with at least 2 new partners during 13/14. Identify partners to pilot “Made of Money” training programme with Clients (July 13) Agree and implement service initiative for users with mental ill health to include developing appropriate referral arrangements by Sept 13. Liaise with NIHE re future role in provision of Housing Options advice to include: potential for HRS pilot; consideration of role of haNI/HLPNI; application of external advice standards; role of CHAP (Sept 13). Secure minimum of 7 housing providers for TDAS (Oct 13). Agree & implement effective referral arrangements with HRS, CHAP agency and local District Council.(Dec 13)

35

Policy Develop working relationship with: Consumer Council NI/Advice NI/NICVA to promote development of Financial Inclusion/Financial Capability agenda in NI. Continue to develop working arrangements on policy issues with:

• Social Housing providers • Private Landlords • NFP & private lenders

Secure MoU’s from participating agencies to NIPT Forum (Sept 13). General Complete review of all existing partnerships by June 13. Resources & Partnership Team to produce interim report by June 13 identifying; Key activities on partnerships to date; Recommendations & future focus of work on partnerships;

36

Issues/options for discussion during Strategic Planning process (autumn 13).

04

To make the most efficient and effective use of available resources

Operate within Financial resources Financial P&P compliance Implementation of : Advice Pro case recording system HRM on line Level of risk rating awarded (DSD Audit)

Y/E 96% Apr n/a

Y/E 94% n/a

Y/E n/a June n/a

Y/E 100% Low

Resources & Partnership Team to continue to implement programme of work to ensure best use of current & future resources. To include: Benchmarking costs; Identifying efficiency savings; Opportunities for maximising use of IT; Potential for joint working in all service areas; Shared services/collaboration/mergers. Review management of funds within HRS to ensure maximise potential for earning interest on funds invested (May/Sept). Undertake Financial QM audits (May/Nov) & implement remedial action as required. Establish standard Advice Pro reporting framework to be operational WEF July 13 &

37

monitor implementation to Mar 14. Complete review of Structure/Staffing by Jan 14. Participate in DSD audits & implement any remedial action identified.

38

ORGANISATION AND PEOPLE

Targets

Objective

Measures

Ach 10/11

Ach 11/12

Ach 12/13

13/14

Key Actions 13/14

1

To maintain our position as the leading specialist organisation promoting housing rights in NI through developing the expertise and excellence of our people

Retain recognition as IIP employer Framework developed: Advisers (Debt); Advisers (Housing); Advisers (Court) Duty advisers. % of HRS L& D Plan implemented % staff with individual L& D Plans Improved staff satisfaction rating on L&D

Apr 10 n/a 84% 100% n/a 3.9

Jun Nov Mar X 87% 100%

N/A X X X X 88% 100%

Jan Sept Sept Sept 90% 100% Dec 13

Operate specialist housing debt & housing teams. Explore opportunities to maximise legal skills/ casework within HRS. Skills & Knowledge team to produce interim report by June 13 to identify: Key achievements; Recommendations & future focus of work; Issues/options to inform Strategic Planning process (autumn 13). S& K Team to ensure: Implementation of L&D Strategy WEF June 13; Development of application of

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Occupational Standards with Skills for Justice to agreed advice posts: Phase 1completion (June 13); Phase 2 (Sept 13); Production of L&D Strategy for 13/14 (Oct 13). Further develop intranet for MC use and include training database (Jul 13) Implement MC appraisal system (Aug 13) & ensure identified L&D needs met. Review areas of specialism for advisers & explore potential role in peer review (Sept 13)

2

To promote a positive working environment which motivates staff and volunteers

Retain recognition as IIP employer Achieve I News Work Place Award Health & Well Being Plan ; Produced; Implemented.

Apr 10 Silver Sept

May n/a

N/A X

Jan May Sept Mar

Provide short placement opportunity to NIHE graduate trainees/Law Students Complete benchmarking with other organisations to identify other relevant “perception” & “results” indicators by Aug 13.

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Staff stability index Level of absenteeism No of volunteers/students Improved staff satisfaction rating

94% 1.6% 3 n/a 4.1

82% 1.5% 1

82% 4% 4

80% 3% 3 Dec13

Review alignment of CSR activities with HRS business activities (EFQM) by Aug 13. Review of Absence Management Policy (Sept 13) Consult staff & agree programme for promotion of positive working environment within HRS by Sept 13 and implement to Mar 14. Review level of fixed term contracts with view to reducing. (Sept 13/Mar 14). Complete exit interviews & provide feedback to MT on 6 monthly basis (Sept 13/Mar 14). Identify good practice in area of Rewards & Recognition and make recommendations to MC (Nov 13). Complete Staff Survey (Dec 13) Promote use of 2P

ndP floor

accommodation and review (Dec 13) Review of T&C/Staff Handbook

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by Feb 14. 3

To secure adequate levels of financial resources to deliver services

Adequate funding secured to implement Plan Level of income generation Level of reserves Evaluation completed Secure funding from additional source

100% £48K £329K n/a Mar 11

100% £47K £379K Sept Sep 11

100% £67K 427K £ n/a Apr 12

100% £95K £448K n/a Oct 13

Secure funding for :

• Core services (Apr 13) • HPCDS (Apr 13) • MDAS (Apr 13)) • CHAP (May 13) • haNI (May 13) • Prisons (May 13) • TDAS (May 13)

Liaise with DSD to secure additional funding to meet enhanced demand for: Core service (June 13); MDAS (Oct 13). MIG to produce interim report by June 13 to identify; Key activities to date; Recommendations & future focus of work; Issues/options for discussion during Strategic Planning process (autumn 13). MIG to implement work programme to include: Production of Marketing Plan (June 13); Achievement of fundraising targets; Securing Product sponsorship;

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AITH; Development and promotion of new corporate website; “Friends of HRS” offering. Participate in review of HPCDS with LSC July 13/Jan 14. Review of Reserves policy (Sept 13). Explore potential to establish separate trading/group structure for HRS (Sept 13). Secure funding to pilot “Made of Money” training programme with clients/partner agencies (Oct 13) Explore potential to expand TDAS to other social housing providers (total 7) by Oct 13. Secure funding for ongoing development of peer work within prisons (Feb 14) Prepare & submit tender for HPCDS contract (Feb 14).

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4

To effectively manage key organisational risks and ensure statutory compliance

Risk Register produced

Business Continuity Plan produced

Implementation of Risk Action Plan

Statutory Compliance

Level of risk rating awarded (DSD Audit) Compliance with BS 10012: 2009 Data Protection

Sept 10 Sept 10 Mar 11 100% n/a

Sept 11 Sept 11 Mar 12 100% n/a X

May 12 May 12 Mar 13 100% n/a Oct 12

June 13 June 13 Mar 14 100% Low 100%

Monitor introduction of new NI charity legislation to ensure HRS compliance:

• Ensure Y/E Mar 13 accounts audited to comply with new standards

• Amend all public materials to include new NI charity number;

• Consider change to “Charitable Incorporated Organisation” and report by Mar 14

Update by May 13

• Risk Register 10/14 • Business Continuity Plan

10/14 • Risk Action Plan 13/14

Monitor to ensure compliance with Financial P&P (May/Nov 13). implement remedial action. Review Statutory Compliance register (June 13) and ensure full compliance Agree action to manage

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liabilities to NICPS (June 13) & implement during year. Complete fundamental review of HRS insurance (July 13). Implement PIMS Action Plan to ensure continued compliance with British Standard (Data Protection) by Aug 13. Monitor to ensure compliance with R&S policies & procedures (Mar 14) & implement any remedial action required Ensure full compliance with DSD Fraud Checklist (Jan 14).

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IMPLEMENTATION AND REVIEW Overall responsibility for the implementation of this Plan rests with the Director of the organisation. The objectives, measures and targets contained in the Plan are supported by a series of scorecards which have been developed for each of the functional areas within Housing Rights Service. Team Scorecards have been devised for:

• Legal Advice & Support Service • Training & Legal Information Service • Policy & Communications • Business Support

Each of these contains a mission, objectives, measures and targets for their team over the relevant period. Performance and progress in relation to the objectives and targets contained in Team Scorecards will be monitored on a quarterly basis by the Team Manager(s) and the Head of Operations or Director as appropriate. At an organisational level, performance and progress will be monitored on a quarterly basis by the Management Team. Where required, remedial action will be taken to help ensure agreed targets are met both at a team and organisational level. A summary performance report will be provided to the Management Committee on a quarterly basis and a detailed formal review of performance will be prepared, on an annual basis, for submission to the Management Committee and to the Department for Social Development. These documents will also be made available on our website. The targets set within the Team Scorecards and the Organisational Scorecard will be reviewed every 12 months and, where appropriate, the provisional targets which have been set for the subsequent year will be revised. At this time key actions for the next 12 month period will also be agreed and an updated Scorecard produced to cover the next 12 month period.