A choice based lettings club
Yet again, the group delivers solutions to the choice based lettings challenge.
The Challenge
A metropolitan district council manages some 24,000 residential units. The council faced mixed levels of demand for its housing stock; in some areas, high levels of voids and above-average turnover presented management difficulties and increased costs.
Like many Local Authority Housing Departments, the council took the traditional approach to the Waiting List and Allocations process. Unnecessary red tape and a perceived lack of information and choice was thought to discourage potential applicants.
As a DTLR Pilot, it was time to prepare for the Choice Based Lettings Challenge.
Enthusiasm and Drive
The project manager appointed in September 2001 refused to be deterred by the scale of the task. With unique drive and enthusiasm, he set about defining a methodology that would deliver against DTLR objectives, improve the Council’s performance and, above all, deliver a service to local communities.
The Inspiration
The project manager decided to visit Holland – to see the experts in action. The trip was to provide an invaluable insight, but the project manager was determined to improve on what he had seen.
'The Internet was the answer, but in most Choice Based Lettings solutions, the web site simply provides a ‘front of shop’, explains the project manager. I was looking for more than just a showcase – I wanted a web-based application that would truly drive the Lettings process'.
The Partnership
As an existing partner-provider, the council selected the group to deliver a solution. In a three-way partnership, the group and the council worked with a creative design agency.
The council were keen to develop the club's brand and this task fell to the design agency, whilst the group developed the underpinning database and application technology.
Following a period during which the project manager specified and documented his approach, the project finally began in earnest in early January, with a target live date of April 2002. By the end of the pilot in April 2003, this live date would provide a full year’s statistics against which to measure success.
Despite these worthy intentions, achievement of the target would require dedication and commitment from all concerned. This commitment was conclusively demonstrated by achievement of the target date.
On 8th April 2002, the Club went live. 'This was a genuine team effort and the group's commitment to the project was outstanding' commented the project manager.
The Solution
The approach is simple, yet effective. No longer dealt with as 'Applicants' in the traditional approach, Club members apply for membership on-line. The system logic embedded within the web application ensures that only eligible individuals apply. Each member’s details are processed via the appropriate route, forwarded to advisers where necessary, providing support and information about rights and benefits.
Our Club is friendly and inclusive and carries none of the characteristics of traditional Council Waiting Lists.
On acceptance to the Club, members receive a complete information pack within which their unique user name is confirmed. A password is selected by the individual.
Details of available properties are posted onto the web site in fortnightly cycles and supported by local press advertising. By logging in to the site using their user name and password, members are able to bid on-line for a property of their choice.
Allocation is driven simply by membership date and on making a bid, members are informed of the number of bids for the property and the position of their bid. At this stage, they may confirm or withdraw.
A member may bid for up to two properties in any cycle, and may switch their bid to another property should they discover that a member with higher priority has placed a bid subsequent to theirs.
For circumstances where the member is identified as being in a high level of need, then a Priority Card is granted. Where there are fewer than twenty bids for the property then a Priority Card holder’s bid takes precedence. More than one Priority Card bid – then it’s back to membership date.
A Priority Card is valid for four cycles, after which the case is reviewed. At the end of each cycle, the system produces a shortlist for each property, which is processed in the usual way.
Sustainability
For existing tenants there are benefits. A system of bonus points for transferring members, based on duration of current tenancy, encourages sustained occupancy.
A member is more likely to stay in a property they have selected for themselves.
Benefits of the Web
The council's project manager sincerely believes that the future of Choice Based Lettings lies on the Web.
'The Web application ensures that commencement of membership is instant, whilst property details are simply yet promptly updated. Unnecessary paperwork is removed from the process and members are able to make informed choices rather than having offers forced upon them.'
Digital Exclusion?
So what of digital exclusion? Surely a system that allows applications for housing via no other medium but a web site will serve only to exclude those it is intended to attract. NOT SO.
Phase One of the project provides 37 Access Points from PC’s or kiosks located at the council offices and with partner RSL’s throughout the Borough. Phase Two will see this extended to a variety of outlets including CAB’s, Post Offices, Libraries, Prisons, Hostels and many more.
The results speak for themselves.
The Results
In just the first phase of the Club's life, membership numbers increased by more than 2,000, with a further 1,000 joining in the second phase. Far from digital exclusion, the Club doubled the number of potential tenants within less than a month.
It is too early to assess the long term benefits on voids and stock turnover but the indications are encouraging with bids consistently flooding in. 'Inclusion, information and choice are key to our success', says the project manager. Combine this with the group's commitment to delivering reliable solutions and the Lettings challenge will be met.
Universal Choice Based Lettings – the power behind the Club - is available now.
Click HERE to download case study (Acrobat PDF file)
