> > > > > > Housing Options - HRA Process Aware Approach Triage & Advice Homeless Application Interview Housing Plan appointment booking process appointment booking process appointment booking process appointment booking process appointment booking process appointment booking process appointment booking process appointment booking process appointment booking process > > > > What are the roles and responsibilities? How do decisions and approvals work? What are the legal requirements? What IT infrastructure needs to be in place? ‘Initial Assessment’ > > Exit customer journey Exit customer journey actions outcomes/ consequences

Becomes intentionally homeless Accepts suitable accommodation Refuses suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires POSSIBLE OUTCOMES 56 DAYS - PREVENTION (ACTIONS FOR OFFICERS & RESIDENTS) > Do investigation Do investigation Do investigation Do investigation Do investigation Extended prevention Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) > Accept Part VI statutory homelessness duty Do investigation Do investigation Do investigation Do investigation Do investigation Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation Do investigation 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suitable accommodation Refuses suitable accommodation Becomes intentionally homeless Ceases to be eligible Application withdrawn S.198 Referral to another authority Refuse Part VI Refused to cooperate 56-days expires

> > > > > > Authority 1 - HRA Process HAL .Case allocated to housing officer for ? .Make contact and start PHP Customer services - rare? Housing Advice Line (HAL) s.179 s.184 s.188 s.184 s.189A Aware Approach Triage & Advice Initial Assessment Interview Personal Housing Plan initial assessment process referral signpost to HAL advice from online web pages deal with urgent issues internal referral online advice f2f update case on abritas phone assess progress or close/ refer case appointment booking > > process referral process calls assist with online advice > issue decision > external referral phone assisted full assessment of circumstances and needs create plan make enquiries log case on abritas request evidence F2F F2F agree plan verify evidence signposted to service by person, organisation or IAG signpost to HAL triage assessment phone enquiry issue plan issue decision issue outcome signpost email phone advice refer and/ or close case s.202 Place in TA with “HAL support” What are the roles and responsibilities? How do decisions and approvals work? What are the legal requirements? What IT infrastructure needs to be in place? ‘Initial Assessment’ existing knowledge of service signpost to HAL generate options and advice letter (after phone advice) self External promotions, advertising post written advice s.202 Duty Officer > > Exit customer journey Exit customer journey actions outcomes/ consequences

> > > > > > Refuses suitable accommodation Becomes intentionally homeless Accepts suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires POSSIBLE OUTCOMES 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 Extended prevention 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 s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) s.189B > s.184 Accept main s.193(2) housing duty secure accommodation negotiation & legal advocacy supported housing ... refer to relevant services Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support 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 s.202 s.184 Accepts suitable accommodation Refuses suitable accommodation Becomes intentionally homeless Ceases to be eligible Application withdrawn s.198 Referral to another authority Not owed main housing duty Refused to cooperate 56-days expires > > > Accept main s.193(2) housing duty Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184 s.184

Triage Interview & Assessment Authority 2 - HRA Process Dependent on client and reception knowledge If reception not . . . ask on duty TL Main reception provides . . . for triage ALERT standardised system for referrals s.179 s.188 s.179 s.184 s.189A Aware Approach Advice Triage Interview & Assessment Interview Personal Housing Plan initial assessment process referral confirm appointments advice from online web pages open case on CDPSoft internal referral allocate waiting ticket online advice f2f appointment booking Customer Call Centre (not housing) progress or close/ refer case issue decision (if existing case or ineligible) > process calls and basic info > > f2f process referral verify evidence > external referral signposted to drop-in phone initial options & advice full assessment of circumstances and needs create plan Housing officers s.202 understand case F2F agree plan verify evidence F2F signposted to service by person, organisation or IAG process emails book triage appointment make enquiries issue plan request evidence issue outcome signpost email signposting and basic info f2f phone enquiry view plan online update plan SHIP/HOC What are the roles and responsibilities? How do decisions and approvals work? What are the legal requirements? What IT infrastructure needs to be in place? ‘Initial Assessment’ process post deal with urgent issues upload docs existing knowledge of service ... self post email responses written advice Leaflets at triage and appointments. Not before Cafe module s.202 > > Exit customer journey Exit customer journey actions outcomes/ consequences

> > > > > > Refuses suitable accommodation Becomes intentionally homeless Accepts suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires POSSIBLE OUTCOMES 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 Extended prevention 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 s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) s.189B > s.184 Accept main s.193(2) housing duty secure accommodation negotiation & legal advocacy supported housing ... refer to relevant services Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support 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 s.202 s.184 Accepts suitable accommodation Refuses suitable accommodation Becomes intentionally homeless Ceases to be eligible Application withdrawn s.198 Referral to another authority Not owed main housing duty Refused to cooperate 56-days expires > > > Accept main s.193(2) housing duty Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184 s.184

Interview Preparation Authority 3 - HRA Process ‘Mappers’ ‘vulnerable lettings’ for offenders who are restricted on where allowed to live - not discharged by homeless team X2 triage X1 appointments X2 back office to catch up X1 admin + 3 weeks Admin now undertake compass applications to aleviate pressure on options officers s.179 s.188 s.184 s.184 s.184 s.189A Aware Approach Triage & Advice Interview Preparation Interview Personal Housing Plan take basic details make enquiries process referral assess urgency advice from online web pages request evidence internal referral f2f confirm appointments online advice phone enquiry > process calls > > > process referral external referral phone full assessment of circumstances and needs create plan initial options and advice F2F verify evidence F2F agree plan signposted to service by person, organisation or IAG process emails issue plan log case on jigsaw issue outcome signpost email ... deal with urgent issues initial assessment f2f advice - Other channels - On the phone? - Goes to contact centre, email goes to CC, kyle in admin, - How many fall between triage and full assessment? - s.21 validity tool, light touch advice 15-20 mins, tend to bring back in at s.184 Book appointment over the phone Low-level interview prep Rivers House. Triage officer - initial assessment (information and advice), book appointment process post book interview appointment existing knowledge of service ... self post refer and/ or close case s.202 issue decision s.202 > initial options and advice log case on jigsaw deal with urgent issues initial assessment phone advice Exit customer journey book interview appointment refer and/ or close case ... written advice > actions outcomes/ consequences Exit customer journey

> > > > > > Becomes intentionally homeless Accepts suitable accommodation Refuses suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires Help with food provision e.g. food back vouchers Employment support POSSIBLE OUTCOMES 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 Extended prevention 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 s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) s.189B > s.184 Accept main s.193(2) housing duty secure accommodation negotiation & legal advocacy supported housing Recruit tenancy officers to sustain tenancies refer to relevant services Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support 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 s.202 s.184 Refuses suitable accommodation Becomes intentionally homeless Accepts suitable accommodation Ceases to be eligible Application withdrawn s.198 Referral to another authority Not owed main housing duty Refused to cooperate 56-days expires > > > Accept main s.193(2) housing duty Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184 s.184

> > > > > Authority 4 - HRA Process Access Team Access Team First Point Seniors on duty Access Team Case Team - officers and seniors Accommodation matching teamt Business support s.179 s.188 s.184 s.184 s.189A Aware Approach Triage & Advice Interview Personal Housing Plan process referral capture basic information (for call back) advice from online web pages make enquiries internal referral online advice issue decision (eligibility) f2f assess urgency provide options and advice > process calls > assist with online advice > process referral full assessment of circumstances and needs review case external referral call backs phone assisted arrange appointment Duty senior Duty manager F2F verify evidence F2F create plan issue outcome agree plan signposted to service by person, organisation or IAG process emails deal with urgent issues phone phone issue plan signpost email ... f2f deal with urgent issues refer case What are the roles and responsibilities? How do decisions and approvals work? What are the legal requirements? What IT infrastructure needs to be in place? ‘Initial Assessment’ existing knowledge of service process post provide options and advice self ... post initial assessment s.202 s.202 request evidence Accommodation Matching Team phone advice log case on CDPSoft/ HSP > progress or close/ refer case ... written advice Exit customer journey > Exit customer journey business support actions outcomes/ consequences

> > > > > > Refuses suitable accommodation Becomes intentionally homeless Accepts suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires POSSIBLE OUTCOMES 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 Extended prevention 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 s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) s.189B > s.184 Accept main s.193(2) housing duty secure accommodation negotiation & legal advocacy supported housing ... refer to relevant services Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support 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 s.202 s.184 Accepts suitable accommodation Refuses suitable accommodation Becomes intentionally homeless Ceases to be eligible Application withdrawn s.198 Referral to another authority Not owed main housing duty Refused to cooperate 56-days expires > > > Accept main s.193(2) housing duty Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184 s.184

Interview Preparation Authority 5 - HRA Process Customer Service Team Options Team Options Team Customer Service Team s.179 s.188 s.184 s.179 s.184 s.188 s.189A Aware Approach Advice Interview Preparation Interview Personal Housing Plan confirm appointments make enquiries process referral capture basic information advice from online web pages request evidence internal referral assess urgency online advice phone enquiry initial advice and options f2f initial assessment process calls > capture basic information > assist with online advice > > log case on northgate process referral external referral phone assess urgency assisted full assessment of circumstances and needs create plan book interview appointment F2F F2F agree plan signposted to service by person, organisation or IAG process emails deal with urgent issues verify evidence issue plan signpost email ... f2f issue decision request evidence issue outcome What are the roles and responsibilities? How do decisions and approvals work? What are the legal requirements? What IT infrastructure needs to be in place? ‘Initial Assessment’ process post existing knowledge of service book interview appointment issue written advice ... self post deal with urgent issues s.202 s.202 phone request evidence > Exit customer journey actions outcomes/ consequences

> > > > > > Refuses suitable accommodation Becomes intentionally homeless Accepts suitable accommodation Ceases to be eligible Application withdrawn Refused to cooperate 56-days expires POSSIBLE OUTCOMES 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 Extended prevention 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 s.184 56 DAYS - RELIEF (ACTIONS FOR OFFICERS & RESIDENTS) s.189B > s.184 Accept main s.193(2) housing duty secure accommodation negotiation & legal advocacy supported housing private rented sector refer to relevant services Missing IA, TA, settled accommodation (TA permanent, go back home, social housing, PRS), reviews & appeals, local connection referrals, post-service help and support help to secure accommodation social housing application ... schedule and conduct reviews financial assistance sanctuary or other security suitability checks ... update plan and assessment > POSSIBLE OUTCOMES s.202 s.184 Refuses suitable accommodation Becomes intentionally homeless Not owed main housing duty Accepts suitable accommodation Ceases to be eligible Application withdrawn s.198 Referral to another authority Refused to cooperate 56-days expires > > > Accept main s.193(2) housing duty Accept s.190(2) duty Accept s.193C(4) duty s.184 s.184 s.184