Void process and offers

Amended voids process for when keys are handed in is here

Please remember to let the voids supervisor know if there has been a Covid-19 death in the flat (if you know).

Completed voids

Please amend your voids to CBL at handback unless there is a reason why you don't want it let.  In which case please add a note to day why.

CBL

CBL adverts, after being suspended, are due to restart wef 11 June 20.

Process for direct offers/Covid-19

Role of Core group

• A core group will meet weekly on a Wednesday with reps from Landlord services, HNG and TAG.  Each rep will bring with them a list of applicants who they have identified as needing a direct offer.
• The purpose of the meeting is to agree what direct offers to make to the applicants (if any) and to identify urgency of the move.  This will be agreed on a case by case basis.
• A weekly generated report with all completed properties, including floor level, bedroom size, status and if there is a lift or not will assist with the matching.
• Urgent moves may include tenants with DV/harassment points, those in TA, urgent ESR cases, cases that will free up hostel accommodation for homeless single people or where health and safety is jeopardised by their remaining in their existing accommodation. 
• Where a direct move is not agreed the case will continue to be reviewed by the relevant member of staff (e.g. caseworker, NHO etc)
  If a property is being considered for matching there will be a conversation with the NHO regarding the property, block, local knowledge, gardens, TRA and any other relevant information as well as the circumstances of the potential matched applicant.  This will be done by the service working with the client.
• Housing Moves (the GLA pan-London CBL scheme) has been suspended but Julie will look at Pan London moves on a case by case basis as these may involve DV and a need for an urgent move.

Offers

• Identify whether an urgent move or a future move is needed by the person best placed to discuss their circumstances (Landlord Services, HNG or PMOT).  
• Requests for direct offers will go to Julie Newsam as at present prior to the Wednesday meeting (by the previous Thursday)
• Responsibility for liaising with the applicant, advising them an offer is being made, lies with the member of staff managing their case (e.g. caseworker, NHO etc).  
• An agreed standard offer letter or provisional offer letter (for cases on a managed, delayed move) will also be sent to the applicant. Homeless applicants will receive a letter from HNG and others from the NAOs.
• Risk assessment for all Pathways clients will be available. Under the interim arrangements this will enable the assessment of whether the client is able to move now, while face to face support is restricted, or later when things return more to normal.

Viewings

• If a property has been handed back, with works complete, a viewing will be considered.
• We are going to trial ‘virtual viewings’ where the void is filmed, on a phone.  This can be added to Camden’s YouTube channel and the link shared with the applicant or caseworker. In lieu of a virtual tour the NHO will provide the client with as graphic and helpful a description of the home and locality as is possible.
• Floating support will support their clients by phone (see 9 below).
  Applicants can accept/decline on the basis of the video with no impact on the status of their application.  However, their reasons for refusal will be considered in terms of what future offers to make, if any.
• If someone accepts we can arrange a physical viewing.
• Keys can currently be collected from 5PS and a cab service can be offered to the applicant to collect these and take to the viewing:  Addison Lee for people who are not symptomatic and GETT for anyone symptomatic or vulnerable to the virus.  

Refusals/acceptances

• Northgate updated with viewing outcome (see below).  Duties to be discharged as at present for homeless applicant in event of a refusal
  If the offer is a direct offer to a homeless household who has refused the property after viewing; inform Julie Newsam along with reasons for the refusal.
• Verification by NAO as at present for existing tenant acceptances, HNG for other applicants and Northgate updated.
• NHO will do virtual sign up (guidance on Hub). 
• Paperwork for hostel applicants will be sent to the hostel directly and the staff will verify that the correct applicant is given the tenancy agreement (email address for this will be provided by caseworker prior to sign up)

Moving

• Hostel and  (PMOT) clients will have removals arranged for them by those teams.
• We will, when necessary, provide details of removal companies that we are aware of are still operating (Crown, Shirley’s for example) or organise directly ourselves (Pickford’s from 1 June 20).
• Gas recommissioning process is as at present.
• Rents, tenancy conditions, refuse arrangements, TRA details, next of kin details, etc are discussed in a telephone appointment.
• Family Fund – is available for those going into a first tenancy, guidance available.

Tenancy starts

• Support and check-ins with new tenant need to take place.
• Homeless and Pathways clients will be linked in to Floating Support for at least 12 months after a new tenancy.

Northgate

Northgate to be updated at each stage as below:

• Voids admin officer - works completion and handback dates.
• NHOs - void status to CBL unless they have identified an agreed direct offer (status DOC or DOAC when accepted) OR there is some other reason a void cannot be offered (a note to be added to explain why).
• NHOs - sensitive lets with reason using SENS code on void details

Void status to be updated by the officer dealing with the case as follows:

• when an address is a possibility for a direct offer to DOC (NHO or NAO)
• when a direct offer has been accepted to DOAC (NHO or NAO)
• amended back to CBL if refused (unless to be used for another applicant). NAO or NHO
• offer to be placed by NAO or HNG depending on who the client is (NAO/HNG)
• Void and applicant details to outline who the direct offer is to be made to (NHO/NAO).

Implementation and review

• This interim process will be implemented in a phased way to ensure the system works as required and to allow for learning to happen and be acted upon quickly. Initially the Head of Housing Needs and Head of Landlord Services will jointly review the process with this being handed to Service Managers as soon as practicable.

Pathways resettlement roles and responsibilities

	Who	Remotely
HNG applicant page to be update with client contact number and email	PMOT	Yes
Viewing	NHO (remote) FSS can support by phone with client
Sign up	NHO (remote)
Refer to FSS via HNG	PMOT/TA	Yes clearly stating PMOT CBL resettlement in referral comments box
Arranging physical/move	PMOT/Hostel (as might be a taxi only)	Yes
Utilities	FSS worker	Yes
Benefits (all)	FSS worker	Yes
White goods	NHO (remote)	Yes
Furniture via Argos voucher	NHO (remote)	Yes
GP	FSS worker	Yes
Ongoing support	FSS liaising with NHO (remote) for 12 month period	Initially yes, then usual FSS support procedures with visits etc. once current situation is over

Added 24/3/20

Amended 24/4/20, 10/6/20