Understanding Landlord Measures and Services
Explore the importance of measuring landlord services, new measures in place, and how to utilize data effectively for improvement. Discover the steps to make better use of measures data and ensure the purpose of meeting citizen needs is achieved in housing services.
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Presentation Transcript
Measures Landlord Service 16th August 2019 camden.gov.uk
Purpose of this session For Landlord leaders to be clear on: - why the measures matter - what the new measures are - how they might use the measures going forward. camden.gov.uk
Why might we want to measure stuff? camden.gov.uk
We have used data to design the new service I can t pay my rent Neighbour Issues I want to move Other 19% Getting co- located Housing Needs colleagues in the teams 81% Presenting Demand Contextual Demand Mental health professional joined teams Linked debt and welfare rights advisors to the teams Health Issues (incl. MH) 29% Benefits and Debt help 29% Other (Noise, DV etc.) 29% Repairs specialist joined the team Repairs 15% camden.gov.uk
Purpose What we are here to do How we know how well are doing it Measures Method How we do it Why not targets? camden.gov.uk
5 steps to make better use of measures data 1. Decide what to measure 5. Use it to learn & improve 2. Get accurate data 4. Give access to right people 3. Put it in the right format camden.gov.uk
How will we know whether were meeting purpose? camden.gov.uk
Purpose: Enable me to live in a suitable home that meets my ongoing needs and help me when I need it Measures: What work is needed to the property; what work is done and if not why not End to end time Moving in Moving out % of new tenants paying as agreed Repairs after tenancy start Help me demands after move in Help me Help me demands (type, frequency, presenting and contextual) and how we responded (% for which we could we help, how long did it take, number of interactions with citizen and other officers) % of tenants paying as agreed Genuine citizen satisfaction camden.gov.uk
What the data is telling us to date The top 3 demands since June are Money and Work 56%, Neighbour issues 13%, Tenancy matters 10% The number of officers involved in the moving-out moving-in process has reduced by 75% Hardly any repairs needed within three months of someone moving in (used to be 78%) End to end times for the moving out/moving in process have halved where the works have been done in- house New tenants have had lower rent arrears than usual. New tenants who want to move again within the first year of their tenancy has reduced from 15% to 8% camden.gov.uk
5 steps to make better use of measures data 1. Decide what to measure 5. Use it to learn & improve 2. Get accurate data Where is the Landlord Service up to on this wheel? 4. Give access to right people 3. Put it in the right format camden.gov.uk
To consider: 1) How well would you say the service is meeting its purpose at the moment? 2) What is working well? (and how do you know?) 3) What isn't working so well? (and how do you know?) 4) Is this the right list of things to measure? (please suggest amendments/additions) camden.gov.uk
Some potential other questions Who should use the measures going forward? How should they use them? camden.gov.uk
