South Tyneside Homes Empty Homes Team Dave Cutting Head Asset Management Mandy Mason Empty Homes Manager Debbie Snell Empty Homes Housing Co-ordinator Robert Marsden Empty Homes Surveyor Eric CrammonHousing Services Manager

What we’ll cover Background to the team Performance and targets The Empty Homes Process – technical & non technical Service Level Agreements Security Customer Involvement Partnerships Housing Management Our Achievements Future Challenges

How we perform Indicator 2009/10 Actual November 2009 Actual Performance October 2010 Actual Performance November 2010 Actual Performance November 2010 Cumulative Performance 2010/11 Target Average Re-let Times (days) % of Active Empty Homes0.96%1.14%1.09%1.12% 1.05% % of Non-active Empty Homes0.35%0.34%0.45%0.35% 0.38% % of rent lost through homes being vacant 1.54%1.64%1.67%1.53%

Budget 3.4 million 2010/11 Approximately 14,000 properties repaired Average £2,200 per property Lettable standard

Debbie Snell Empty Homes Housing Co-ordinator

The process – non technical Empty Homes Officers Pre Offer visits Pre termination visits Support new tenant through process Prepare information for advertising

Customer Involvement Service development group Regular workshops for new tenants

Improvements as a result... Lettable standard Better information for accompanied viewings Information about decorating Keeping it real

Initiatives Furniture scheme for new tenants Tailor service to meet individual needs

Robert Marsden Empty Homes Building Surveyor

The process - technical Keys notification Health & Safety Detailed Inspection

Periodical inspection Energy Performance Certificates Trade Structural Works Final Inspection/cleaning

Mandy Mason Empty Homes Manager

Security Joined to Councils Security contract Orbis £17,000 savings to date More options

Service Level Agreements Cleaning and Gardens

Partnerships Housing Options Team – Your Choice BT South Tyneside Property Services Housing Renewal Team So BME Forum Contractors

Eric Crammon Housing Services Manager

Pre & new tenancy Your Choice filters out unsuitable tenants Your Choice identifies vulnerable tenants Multi agency approach to support plans Introductory tenancy for first time tenants Responsibilities made clear at sign up by Estate Officer ( EO) or Housing Officer Handy Homes & Garden Assistance schemes highlighted and utilised

Regular visits New tenants receive a visit after 4 weeks Many E.O.’s visit vulnerable tenants regularly Formal visit after 9 months and 2 years Weekly patch visits pick up untidy gardens Estate Walkabouts and other multi agency Low level rent arrears visits Respond to requests from tenants & neighbours Property condition check upon any tenancy change

Taking action where poor conditions identified EO works with tenant to bring home back up to standard and/or liaises with family EO makes referral to Social Services (SS) STH or SS may pay for first clean up Subsequently tenant is recharged Environmental Health referral and order Tenancy Enforcement action Abandoned property procedures followed where appropriate

And finally

Our Achievements Re let time! Steadily reducing all other targets Streamlined our processes Developed customer involvement Type 3 asbestos Every home receives an energy performance certificate Furniture schemes for new tenants Runner up in Inside Housing, Housing Heroes Awards

Housing Heroes London 2009

Future Challenges Minimising the time taken to turn properties around without compromising our customers Targets v’s quality v’s value for money v’s customer needs Savings Lettable standard

Thank you for listening!

Any questions? Any Questions?