1. Homes and places where people want to live ADAPTING TO CHANGE IN INCOME MANAGEMENT KAY GOTT HEAD OF RENTS NOTTINGHAM CITY HOMES

2. Homes and places where people want to live HISTORICAL CONTEXT OF ARREARS IN NOTTINGHAM Debt managed by ALMO High levels of deprivation Multi-Cultural – 15% of population from BME groups Historically high level of arrears – just over £4million in April 2006 Inspection 2006 – heavy criticism One star and uncertain prospects “Weaknesses outweighed strengths”

3. Homes and places where people want to live CURRENT SITUATION Re-inspected in November 2008 2 Stars with “excellent prospects” Arrears reduced to just under £2 million in August 2010 Evictions reduced by two thirds in a year Strengths now outweigh weaknesses

4. Homes and places where people want to live AUDIT COMMISSION SAID: “Well developed understanding of it’s customer profile – using the information to develop and deliver services to meet the needs of the individual”

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6. HOW HAS THE TURNAROUND BEEN ACHIEVED? Robust arrears process Performance led Profiling Financial Inclusion – key New tenancies Partnership working

7. Homes and places where people want to live SPECIALIST FINANCIAL INCLUSION TEAM Three Financial Inclusion Officers Recently employed three Financial Inclusion Assistants Give help and advice to tenants and prospective tenants Assisted over 2,000 tenants in past 12 months Secured £1.25 million in Housing Benefit last year Make contact with every new tenant Visits to most vulnerable mandatory

8. Homes and places where people want to live PROFILING Extensive profiling of customers undertaken Target resources Exercise recently undertaken by Graduate Intern to produce profiling document and analyse findings Local Patch Plans developed to allow Rent Officers to take a targeted approach to arrears collection For example – HB take-up low amongst certain BME groups, so we now hold a weekly drop in session Vulnerability assessment – carried out at sign-up

9. Homes and places where people want to live PARTNERSHIP WORKING Key to our Financial Inclusion work Protocols developed with several local partners Nottingham Credit Union Severn Trent Water Local Colleges Money Matters Road Shows – 50 partners involved Major events – 3 organised by NCH 500 people attended most recent event

10. Homes and places where people want to live VULERABILITY ISSUES Protocol in place with Housing Aid Hostel leavers due for an allocation will have a tailored support package Links with the YMCA and Salvation Army established Weekly drop-in session at the Salvation Army has been highly effective Vulnerability checks at key enforcement stages + referral to Debt Advice Service

11. Homes and places where people want to live VOLUNTEER PROGRAMME Joint initiative with Nottingham Credit Union and CAB 24 “Money Guides” trained by CAB Coach individuals in money management Give budget advice and tips on saving money Help people understand financial products Sessions held at various community locations throughout the City

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13. B.R.E.A.D. Making Bread campaign, helping people to: Access BENEFITS Pay their RENT Cut ENERGY bills Get ADVICE Tackle DEBT Series of Tea and Toast events at Sure Start Centres and Sheltered Schemes Special “Recipe Book” produced to give help and advice on making bread!

14. Homes and places where people want to live THE FUTURE Process of constant review Reduced service operating costs Every member of the team has profiled targets Incentives – “Top Gun” Regular performance updates – Rents TV VFM embedded in the team Education – FIO’s trained in HB and welfare benefits Close liaison with colleagues in HB Monitoring of benefit claims to identify gaps

15. Homes and places where people want to live QUESTIONS?