Housing Options HRA Process Aware appointment booking process

Housing Options - HRA Process Aware appointment booking process Housing Plan > > > outcomes/ consequences Interview Homeless Application appointment booking process appointment booking process > actions Triage & Advice Approach Exit customer journey

Accepts suitable accommodation Becomes intentionally homeless Refuses suitable accommodation Ceases to be eligible Refused to cooperate Application withdrawn 56 -days expires POSSIBLE OUTCOMES 56 DAYS - PREVENTION (ACTIONS FOR OFFICERS & RESIDENTS) Do investigation Do investigation Do investigation Do investigation 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) Do investigation Do investigation Do investigation Do investigation Extended prevention > Accept Part VI statutory homelessness duty > Do investigation > POSSIBLE OUTCOMES Accepts suitable accommodation Refuses suitable accommodation Becomes intentionally homeless Ceases to be eligible Application withdrawn S. 198 Referral to another authority Refused to cooperate Refuse Part VI 56 -days expires

Authority 1 - HRA Process . Case allocated to housing officer for ? . Make contact and start PHP HAL Customer services rare? Housing Advice Line (HAL) s. 179 Aware internal referral external referral signpost self signpost to HAL online advice f 2 f process referral signposted to service by person, organisation or IAG > process calls phone signpost to HAL email existing knowledge of service > phone assess assist with online advice assisted phone advice written advice log case on abritas triage assessment refer and/ or close case outcomes/ consequences phone enquiry initial assessment deal with urgent issues update case on abritas progress or close/ refer case issue decision make enquiries request evidence issue decision Place in TA with “HAL support” Duty Officer > actions > generate options and advice letter (after phone advice) Exit customer journey s. 189 A s. 184 Interview Initial Assessment advice from online web pages > External promotion s, advertising signpost to HAL post s. 188 Triage & Advice Approach process referral s. 184 Exit customer journey Personal Housing Plan appointment booking > F 2 F full assessment of circumstances and needs verify evidence issue outcome create plan F 2 F agree plan issue plan s. 202

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Refuses suitable accommodation Accepts suitable accommodation Ceases to be eligible Refused to cooperate Application withdrawn POSSIBLE OUTCOMES 56 -days expires s. 202 56 DAYS - PREVENTION (ACTIONS FOR OFFICERS & RESIDENTS) s. 195 financial assistance housing advice discretionary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

Authority 2 - HRA Process Aware internal referral external referral signpost self Main reception provides. . . for triage ALERT standardis ed system for referrals signposted to service by person, organisation or IAG Customer Call Centre (not housing) > Housing officers existing knowledge of service phone email post process emails signposting and basic info Advice online advice from online web pages f 2 f > understand case book triage appointment > open case on CDPSoft appointment booking progress or close/ refer case issue decision (if existing case or ineligible) verify evidence initial options & advice s. 202 phone enquiry f 2 f process post. . . Interview Personal Housing Plan initial assessment confirm appointments allocate waiting ticket process calls and basic info signposted to drop-in s. 189 A s. 184 Triage Interview & Assessment make enquiries request evidence deal with urgent issues written advice > F 2 F full assessment of circumstances and needs verify evidence issue outcome create plan agree plan issue plan F 2 F online view plan update plan upload docs email responses > outcomes/ consequences f 2 f s. 179 s. 188 > actions s. 179 Approach process referral If reception not. . . ask on duty TL Dependent on client and reception knowledge Exit customer journey Leaflets at triage and appointme nts. Not before Cafe module s. 202

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

Authority 3 - HRA Process ‘Mappers’ ‘vulnerable lettings’ for offenders who are restricted on where allowed to live - not discharged by homeless team s. 179 Aware internal referral external referral signpost self f 2 f process referral signposted to service by person, organisation or IAG > process calls email existing knowledge of service take basic details assess urgency confirm appointments phone post process emails. . . process post. . . s. 188 online advice > advice from online web pages initial options and advice log case on jigsaw f 2 f advice s. 184 Interview Preparation Interview phone enquiry > > F 2 F full assessment of circumstances and needs verify evidence issue outcome create plan F 2 F agree plan issue plan book interview appointment issue decision s. 202 > deal with urgent issues initial assessment book interview appointment refer and/ or close case written advice Personal Housing Plan make enquiries request evidence refer and/ or close case phone advice s. 189 A deal with urgent issues initial assessment initial options and advice log case on jigsaw . . . > actions Admin now undertake compass applications to aleviate pressure on options officers s. 184 Triage & Advice Approach process referral X 2 triage X 1 appointments X 2 back office to catch up X 1 admin + 3 weeks outcomes/ consequences Exit customer journey

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

Authority 4 - HRA Process First Point Business support Aware internal referral external referral signpost self f 2 f signposted to service by person, organisation or IAG Access Seniors on Team duty Accommo dation matching teamt s. 179 > phone email existing knowledge of service post capture basic information (for call back) assess urgency process call backs process emails. . . s. 188 online advice > assisted Duty senior deal with urgent issues process post. . . Personal Housing Plan > F 2 F full assessment of circumstances and needs verify evidence issue outcome phone F 2 F phone review case arrange appointment create plan agree plan issue plan refer case Accommo dation Matching Team s. 202 . . . Exit customer journey > outcomes/ consequences Duty manager deal with urgent issues provide options and advice initial assessment request evidence log case on CDPSoft/ HSP progress or close/ refer case Exit customer journey s. 189 A make enquiries issue decision (eligibility) provide options and advice > written advice actions s. 184 Interview assist with online advice phone advice business support s. 184 advice from online web pages f 2 f Case Team officers and seniors Access Team Triage & Advice Approach process referral Access Team s. 202

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

Authority 5 - HRA Process Customer Service Team s. 179 Aware internal referral external referral signpost self f 2 f confirm appointments capture basic information assess urgency process referral phone process calls capture basic information assess urgency signposted to service by person, organisation or IAG > email existing knowledge of service post process emails. . . Options Team s. 188 s. 184 Advice Approach process referral Customer Service Team online advice > assist with online advice book interview appointment deal with urgent issues f 2 f process post. . . > outcomes/ consequences > make enquiries request evidence > s. 189 A s. 188 Personal Housing Plan initial advice and options initial assessment log case on northgate F 2 F full assessment of circumstances and needs verify evidence create plan F 2 F agree plan issue outcome issue written advice s. 202 request evidence Exit customer journey actions phone enquiry s. 184 Interview issue decision request evidence book interview appointment deal with urgent issues phone s. 179 Interview Preparation advice from online web pages assisted Options Team s. 202

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