URL: https://modgov.hillingdon.gov.uk/ieDecisionDetails.aspx?ID=3353

Decision Maker:

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: Cabinet reconvened after a short adjournment.   The Chair of the Residents’ Services Select Committee presented the committee’s report into Homeless Prevention and the Customer Journey, and its findings, which was warmly received by the Cabinet.   RESOLVED:   That the Select Committee’s report, which focuses on enhancing the resident experience, ensuring process efficiency, staff support and training, and building on existing partnerships and collaboration in relation to homelessness prevention and the customer journey, be welcomed, and authority be delegated to the Cabinet Member for Planning, Housing & Growth to implement the Committee’s recommendations, as set out below:     SELECT COMMITTEE RECOMMENDATIONS   Enhancing Resident Experience                I.        All staff to refer to those applicants who approach the service for help as ‘residents’ rather than ‘customers’ or ‘clients’.             II.        Create a clearer Residents’ Charter: a more accessible guide explaining each stage of the homelessness support process for new applicants, from intake to case closure. This guide will set expectations, reduce confusion, and address common questions. Consider new technologies for instant translation requirements.           III.        Reconfigure the Housing Reception Centre to provide a more welcoming and empathetic environment within existing budget plans.           IV.        Continue unannounced random checks/management oversight of calls and correspondence ensure a high-quality, professional, empathetic, and resident-focused service.            V.        Continue to gather feedback from residents regarding homelessness services using a simple anonymous feedback form.           VI.        Actively promote the current suggestion box system to encourage staff to submit suggestions for improving service efficiency and resident interactions.    Managing Expectations and Process Efficiency                I.        Consider incorporating ways to help applicants check their eligibility online for assistance before applying formally. Preventative avoidance can stop unnecessary applications from those who are not entitled, saving time and resources for both the applicants and the Council.             II.        For applicants in the process, to avoid processing delays, to explore the possibility of using automated text reminders for appointments and deadlines.           III.        Explore the feasibility of introducing a self-check-in system for applicants at reception linked to service transformation.           IV.        Continue to review and update current documentation, guides and resident facing processes in relation to eligibility, case preparation and action planning.   Staff Support & Training                I.        Ensure all Housing staff receive regular casework supervision and promote current Staff Welfare policies.             II.        Consider implementing a comprehensive peer support and training programme in collaboration with a partner organisation. This programme should include access to peer mentors with lived experience of homelessness and offer refresher training to staff. The training should also incorporate 'walk-in-my-shoes' sessions to build understanding and connection with residents.           III.        Create a learning set of resources for staff to encourage the sharing of good practice.   Partnerships and Collaboration                I.        Build on existing partnerships and further develop these with local organisations to create a wider support network for residents to access.             II.        Assign named officers to be liaisons for relevant partner agencies for accountability and, to aid effective communications going forward, introduce a generic email as the primary contact and communication tool between them and the Council.   Reasons for decisions   Cabinet received the report of the Residents’ Services Select Committee which had made recommendations to improving homelessness services around a range of resident-focused initiatives, including clearer communication, streamlined processes, enhanced staff training, and stronger partnerships with local organisations.   The Cabinet Member for Planning, Housing & Growth expressed full support for the presentation delivered by Councillor Bridges and commended the Resident Services’ Select Committee for their thoughtful and in-depth work. He formally recorded his appreciation for the Committee’s collaborative and constructive approach throughout the review process.   Gratitude was also extended to Council officers and external partners, particularly those who contributed through witness sessions and site visits, for their valuable support.   The Cabinet Member highlighted that the recommendations outlined in the report were pragmatic and resident-focused, aligning with the Council’s ongoing priorities.   Cabinet welcomed the recommendations and delegated their detailed implementation to the Cabinet Member.   Alternative options considered and rejected   Cabinet could have decided to reject some, or all, of the Committee’s recommendations or pursue alternative routes by which to progress the outcomes of the review.     Relevant Select Committee Residents’ Services Expiry date for any scrutiny call-in / date decision can be implemented (if no call-in) Cabinet’s decisions on this matter can be called in by a majority of the select committee by 5pm, Friday 4 July 2025. If not called-in by then, Cabinet’s decisions can then be implemented. Officer(s) to action Dan Kennedy (implementation) / Liz Penny (monitoring) Directorate Homes & Communities / Corporate Services Classification Public - The report and any background papers relating to this decision by the Cabinet are available to view on the Council's website or by visiting the Civic Centre, Uxbridge.      

Date of Decision: June 26, 2025