External Partnerships Select Committee 01 December 2020 - Our response to Covid
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External Partnerships Select
Committee
01 December 2020
SHBC External Partnership
1 December 2020
Holly Sheppard Rob Mills
Contract Manager Director of Customer
Experience
ACCENT HOUSING
Accent is proud to have provided homes and services for a diverse
range of customers and communities since 1966.
▪ Accent owns over 20,000 properties, providing homes to around
40,000 people
• South region – 4,100 homes
– Surrey, Hampshire, Kent, Sussex
▪ Stock transfer from Surrey Heath BC in 1993
▪ c80% of South stock within Surrey Heath
▪ Joined the Accent Group in 2006
Repairs service ▪ 4,100 homes in the South, 80% of them in Surrey Heath ▪ c11,000 repairs a year ▪ Performance has not been where we want, or expect, it to be ▪ New contractor in 2016 did not work out, temporarily brought in another contractor (CHS) last year ▪ New contractor appointed 15 November 2019 – Axis Europe
Legacy contract ▪ 1,216 repairs handed back by previous contractor, CHS ▪ 1,204 completed, 12 outstanding ▪ Urgent orders, vulnerable residents, etc prioritised by Axis ▪ Majority of ‘legacy’ repairs were completed by end of March 2020 as planned ▪ Covid-19…..
Covid-19
▪ Lockdown 1
• Emergency repairs only
• Paused taking on new routine repairs for 8 weeks
• Re-mobilisation of routine repairs service began 26th May
• Full re-mobilisation by September
▪ Axis Europe furloughed staff – operatives and office staff, impact on scheduling and admin
team. All back by September
▪ New backlog of repairs from lockdown, customers shielding, limited access, etc
Recovery actions ▪ Weekly meetings to review WIP and performance against glide-path ▪ 6 additional operatives agreed, 6-mth temporary contracts, in addition to usual 16 operatives on contract ▪ Overtime, evening and weekend agreed ▪ Temporary additional administrative support agreed ▪ Fencing work sub-contracted ▪ Reviewed variation process, to approve high value jobs quicker
Customer experience ▪ Accent Customer Liaison Officer appointed, permanent post ▪ Daily meetings with Axis Team Leader ▪ Customer Satisfaction – 4.23 (out of 5) Feb 2020 – 3.84 ▪ Customer Sentiment – 3.67 (out of 5) Feb 2020 – 3.34 ▪ Urgent orders, vulnerable residents, etc prioritised by Axis
Repairs – planned works ▪ Separate contractors for planned works ▪ Programme revised due to Covid-19, with some works deferred to 2021/22 ▪ Planned capital works - £1.5m • Bathrooms 95 • Boilers 164 • Radiators 33 • Kitchens 69 • Windows & doors 77 • Roofs 19
Welfare Reform – Surrey Heath
▪ Average debt = £482 (Accent Housing - £393)
▪ Universal Credit
• 670 cases, 390 in arrears. Average debt - £795
(Feb 2019 – 96 cases)
▪ Benefit Cap
• 21 cases, 16 in arrears. Average debt - £841
▪ Bedroom tax / Spare room subsidy
• 36 cases, 28 in arrears. Average debt - £565Accent’s response to Covid-19
▪ Welfare calls to all vulnerable people during lockdown
▪ #Morethanhomes campign – raising £1m in housing sector for
Trusell Trust. Accent led campaign, and donated £50k
▪ Arrears support fund - £100k
• Offered to 89 customers – customers will receive £25k arrears
reduction once they pay £66k in rent and arrears payments
▪ Facebook Live. Engaging customers who are or will face financial
crises in the coming weeks
▪ NHF / DWP national working group – Accent representedArrears support fund – Surrey Heath
▪ Single mother who was furloughed but continued to make
payments to minimse the risk of rent arrears building. Tenant was
struggling financially but prioritised her rent. £216.40 credited to
rent account
▪ Customer claimed UC as they were out of work as a result of
COVID. They set and adhered to an agreement to cover rent and
reduce their debt. £227.04 has been credited to the rent account
which brought the balance to £0.
▪ Customer was furloughed due to COVID 19 however he set an
agreement to cover his weekly rent and make payments towards
his arrears. £227.04 was credited to the rent account and the tenant
continues to make weekly payments.Any Questions?
robert.mills@accentgroup.org
holly.sheppard@accentgroup.org
Tel. 0345 678 0555Citizens Advice Surrey Heath - Our response to Covid
We are Citizens Advice Surrey Heath.
Every year thousands of people In 2019/20 we saved government and public
come to us for help solving their services over £2,000,000. That’s £9.97 for
problems. every £1 invested in our service.
We have saved SHBC £175,000 in preventing
This means we’re an important homelessness alone and our public value to
part of the community, with a [Insert
Surrey Heath story of
in terms about
volunteering was
credible understanding of local £290,600 Alex here]
needs.
This year we have been able to attract a
further £128,000 investment into Surrey
Last year, we saw over 4,400
Heath for specific projects to help local
individual people about more
residents.
than 16,800 issues.What we do
We help people with a range of
problems including issues with
housing, debt, benefits,
employment, relationships and
consumer rights.
When Covid hit we wanted to
ensure we were there for our
Many of our clients have more than clients to provide advice and
one issue they need help with. support when it was needed
most.
2018-19 3 issues per client
2019-20 4 issues per clientCovid-19 Initial Response ● Office closed to walk-ins and appointments w/c 16 March ● Staff and advisers moved to remote working. ● Local number set up to take messages for adviser callbacks ● Advisers given access to Adviceline, email and webchat remotely ● Outreaches closed
Advice trends since Covid
In the 3 months since Our top 5 most viewed advice pages over
coronavirus was declared a the first 3 months were:
pandemic by the World 1. Being furloughed if you can’t work -
Health Organization (WHO) 792,982 views
on 11 March, the national 2. Coronavirus - what it means for you -
542,426 views
Citizens Advice website was
3. If you can’t pay your bills because of
viewed more than 15.8
coronavirus - 485,214 views
million times - a 24%
4. Check what benefits you can get -
increase on the same 379,944 views
period last year. 5. Coronavirus- if you’re self-employed -
301,839 viewsOctober 2020 Top issues advisers helped with: 1. Benefits and tax credits - up 4% on September 2. Universal Credit - up 11% on September 3. Debt - up 14% on September 4. Housing - up 11% on September The above have been on an upward trend since August Top Search term - ‘Redundancy’
The effect on our service
● A reduction in volunteer advisers
● A need for more paid Being unable to offer a drop-in meant we
Supervision to support remote were concerned that those who are most
vulnerable may struggle to access our
working and trainees. services.
● New ways of recruitment and
We worked with Surrey Heath Prepared
training to distribute leaflets with their food
parcels on how to contact us .
● Limited access for clients due to
Surrey Heath House closure We published our contact details
through a range of channels and
● Making our offices safe ensured other local charities and
● New systems for offering face to services knew how to refer people to us.
face appointments.New ways of working
Our national Adviceline is now a People access us in different
freephone number for greater access. ways:
(pre-Covid)
We also offer a callback service on a
local number. ▪ 60% face-to-face
▪ 21% by telephone
We have introduced video appointments ▪ 19% on-line and email
for clients who are digitally excluded to
(since Covid)
come to our office and speak safely with
an Adviser ▪ 6% face-to-face
▪ 68% by telephone
We are part of SH Poverty Group, using ▪ 26% on-line and email
our data to help identify areas of needChallenges ahead
2020-21 is presenting with various
challenges and success stories :
▪ Covid-19’s continued impact
▪ An increasing demand for advice
▪ Re-building our workforce
▪ Improving access to our service for
those most vulnerable
▪ New projects - Debt Advice
▪ New ways of workingThank you for listening
Any questions?
Presented by: Kate Sawdy, CEO
Date: December 2020‘For the Relief of Poverty’
Working to prevent & END
Homelessness in Surrey Heath
Mags Mercer
Chief Executive
mags.mercer@thehopehub.org.uk | 07783 430092
Registered Charity 1176452
H = HOLISTIC
O = OPEN TOALL
P = PERSONCENTRED
E = EMPOWERINGSERVICES PATHWAY
CRISIS SERVICES
➢ Refreshments / Meal(s) / EMPOWERMENT SERVICES
Food
➢ 1:1 Case Worker support : Prevent
➢ Shower & Laundry & assist with accommodation / UC claims / ID / bank a/c etc
Facilities
➢ Money Management & Full Debt Advice (Frontline)
➢ Clothes & emergency items
➢ IT Resource Area & support
➢ 1:1 Case Worker support :
➢ 1:1 Mental Health Worker
Wellbeing
➢ Employment Support, CV Writing
➢ Assist with
accommodation, ➢ Regular Workshops, Training & Volunteering opportunities
& advocacy, benevolent
fundingOPEN THROUGHOUT COVID-19… ➢ Agile ➢ Working differently ➢ New Cohort Volunteers ➢ IT Zone : 1:1 appointments : Housed Clients ➢ Homeless/Em Accomm : outside 1:1’s & meals ➢ Christmas Fayre : outside on 18/12 & 24/12
SNAPSHOT
Period : April
- Oct FY20-21 FY19-20
Apr-Oct 4,688 2,376
New Clients 158 94
+ Existing circa 50 50
Benev Grants 15 8
Food Parcels 1,400 465
Housed 50/58 42 H = HOLISTIC
O = OPENTOALL
P = PERSONCENTRED
NFA E = EMPOWERINGCOVID-19 : IMPACT
CLIENTS TEAM
PARTNERSHIPS
▪ Mental Health ▪ Outstanding Effort
▪ Increased Awareness
▪ Complex Needs : ▪ Teamwork
▪ COVID-19 support
▪ Flexibility / can do
Regression / Behaviours ▪ Access to Funding
▪ Worry / Debt / Choices mindset
▪ New Projects
▪ Relationship Breakdowns& ▪ Self-Isolation
▪ Benevolent Grants
▪ 2 new CaseWorkers
DA ▪ Donations
▪ NRPF- destitute ▪ Committed
▪ Community
▪ Unemployment ▪ Challenging
▪ Volunteers
▪ Increased POVERTY ▪ VIP Visit(s)
▪ Encouraging for team
▪ Effort – housed & employed ▪ Looking forwardto
▪ Thankful
/ volunteering better times!
H = HOLISTIC
O = OPEN TOALL
P = PERSONCENTRED
E = EMPOWERINGFY20-21…
➢ EMPLOYMENT SUPPORT (flyer)
➢ Digital Inclusion
➢ IT Connect
➢ Learn My Way / Make It Click
➢ Access to Volunteering, Training & Employment
➢ SERVICE DELIVERY - adapt / Govm’t guidelines
➢ Re-introduce our Programmes ASAP
➢ Living Well & weekly Workshops
➢ Pop Up Empowerment Workshops
➢ Weekly Employment Support Hub (Weds) H = HOLISTIC
O = OPEN TOALL
➢ Cooking P = PERSONCENTRED
E = EMPOWERINGFY21-22 ONWARDS…
NIGHT STOP ACCOMMODATION
➢ SHBC/THH Project – 5 rooms
➢ Staff room
➢ Sitting Room for 1:1’s/Activity Room
➢ Garden – volunteering, upskilling
Social Enterprise
➢ Coffee & Waffles/Crepe Retro Vehicle : Events
➢ Training, Qualifications & Employment
➢ Goal: Self funding from Yr 2
HOPE HOUSE
Trafficked Person
NRPF - Homeless ‘home owner’ / waiting for VISA Status
Eviction through debt
Escaping DA
Time to prove Local ConnectionFUTURE
PARTNERSHIP WORKING
➢ SHBC
➢ Police & Crime Commissioner
➢ Statutory Bodies
➢ Agencies
➢ Community Organisations
➢ Meeting Trust/Funder Requirements
➢ Fundraising – Community, Corporates, Churches
➢ Volunteer Support
➢ Evidence what we do
➢ Remain agile
➢ Deliver our Projects on time & on budget H = HOLISTIC
O = OPEN TOALL
P = PERSONCENTRED
E = EMPOWERINGOUR CLIENTS TELL US…
“WHEN I WAS HOMELESS YOU SUPPORTED ME INTO A HOME. NOW I WOULD LIKE TO HELP YOU
& VOLUNTEER. IT HELPS ME SO MUCH TOO & YOU ARE ALL SO KIND. I LOVE GARDENING SO
HELPING OUTSIDE DURING COVID IS BRILLIANT FOR ME. MALE- 30’S, MH AND UNEMPLOYED
HOMELESS PREVENTION:
“YOU HAVE STOOD BY ME SINCE 2018 AND HELPED ME FIND TEMPORARY WORK A NUMBER OF TIMES.
NOW YOU ARE HELPING ME TO MOVE AGAIN IN DECEMBER 2020. THANK YOU SO MUCH – AN AMAZING
TEAM!
MALE, 50’S HOMELESS WITH 24 HOURS TO GO.
VOLUNTEERING, DOING IT CONNECT AND MY CLEANING WORK AT THE HOPE HUB HAS CHANGED MY LIFE!
FEMALE 30’S, LONGTERM UNEMPLOYEDThank you
Any Questions?
Mags Mercer
Chief Executive
mags.mercer@thehopehub.org.uk
Registered Charity 1176452
H = HOLISTIC
O = OPEN TOALL
P = PERSONCENTRED
E = EMPOWERINGSupporting People in Surrey for
over 30 years
Jane De la rosa – Head of Communications and Business Support
Gemma Johnston – Marketing AssistantMental Health and Wellbeing We help those with: • Anxiety • Depression • Isolation • Hoarding • Dual Diagnosis presentations • Drug and Alcohol – Tier 2
What we offer: • 1:1 Working • 6 Sessions – can be extended • Signposting • Access to talking therapies • Access to wellbeing activities • Access to support groups • Safe Havens
Reach Out Counselling
• For those with substance use issues
• Up to 12 Free sessions of 1-1 counselling
• Exploring underlying issues
• 1-1 counselling and group work for families and
friends
• Countywide serviceDrugs and Alcohol • All drug use and dependant drinkers • Family Safeguarding service • 1-1 Support • SMART Groups • Harm reduction advice • Recovery Cafes • Signposting • Catalyst High Impact Drinkers • Cuckooing
How we’ve responded during COVID19 • We have supported our clients throughout this pandemic • We have been offering support via the telephone, online, outreach and some face to face sessions • Developed an online platform and use use Catalyst BigBlueButton online for activities, counselling and family and friends support groups • Our football and wellbeing walk has resumed in Surrey Heath, adhering to COVID19 safety and regulations
How we help Surrey Heath • All our services are available to Surrey Heath residents • Some activities are held in Surrey Heath – football, walking • One of our main offices is located in Camberley • We have strong connections with community partners
How to refer
• You can self refer to all our services
• Referral process / form is different for each
service – visit website for more information
www.catalystsupport.org.ukOur Values
Any questions?
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