HQN provides an independent health check with full written report highlighting the current strengths of the service, areas requiring further development, along with recommendations in the form of an action plan.

 

What could a service review deliver?

• Initial meeting to understand your specific organisational requirements
• Work on site with staff in the Rental Income Team, other key internal teams, external stakeholders such as advice agencies, and home visits to residents
• Review of past and current performance including former tenant arrears debt
• Review and advise whether the current staff structure and budget (such as budget for external advice and any Homelessness Prevention Fund) is fit for purpose
• Reviews of individual rent accounts to ensure there are prompt and correct actions being taken
• Review of policies and procedures
• Review of how Universal Credit is managed including the relationship with the DWP Relationship Manager and Universal Credit Service Centre
• Review of the processes around people starting a new tenancy
• Review of the effectiveness of home visits and tenancy sustainment support offered to residents that will support meeting aspects within the Tenant Satisfaction Measures (TSMs)
• Review of ways to pay the charges
• Desktop review such as of the website, payment methods offered, online self-serve options such as viewing the rent account, and other technology to support collection/resident satisfaction
• Review the effectiveness of the legal service
• Review of how credits are managed
• Review the effectiveness of annual campaigns.

 

To find out more, contact Anna Pattison at [email protected]