Local citizens advice annual review survey 2016

Background

This is the first LCA NHAS specific annual review survey and was undertaken in September 2016.

The questions followed a similar pattern to the voluntary agencies with a couple of LCA particular questions.

Response to the survey

The LCAs annual review survey received 41 responses in total. 17 have requested a face to face informal briefing at a staff meeting or similar.

The LCAs were asked 20 specific questions about the issues affecting their service and about how the NHAS service could provide them with the required support to respond to the issues they face.

The top 5 challenges facing organisation are:

  • Funding
  • High demand for service
  • Welfare Reform
  • Complexities around dealing with housing issues
  • Volunteer recruitment

Only 1 person preferred not to say.

The top housing issues affecting clients

  • Homelessness
  • Housing debt rent arrears
  • Access to affordable accommodation
  • Private landlord possession action
  • Disrepair /rogue landlords

Other comments re issues included: Payment of Universal Credit housing element, Lack of funding for bonds/deposits for rented accommodation, Universal Credit housing cost and payment

In comparison the top 3 presenting problems for the NHAS Consultancy Line (qtrs. 1 and 2 2016/17), for local citizens advice and voluntary agencies, the top 3 presenting problems in quarters 1 and 2 2016/17 were:

  • Landlord dispute/problem
  • Help with homeless application/Homelessness advice general
  • Possession Action Section 21

Use of the NHAS services

Respondents were asked which NHAS services they are aware of:

Over 94 % of respondents are aware of the consultancy line and 85% aware of NHAS training, however just over 36% of respondents are aware of the HDC service. There is still more work to be done in promoting the Housing Debt casework, and this is something we are aware of and ensuring we are promoting this in ebulletins, at training, presentations and visits.

We asked how many people, approximately, in the local Citizens Advice are delivering housing advice in the following roles. And overwhelmingly it isGeneralist advisers andInitial advice assessors/gateway who are delivering housing advice.

Answer Options / Response Average / Response Total
Initial advice assessors /gateway / 15 / 394
Generalist advisers / 18 / 512
Caseworkers / 1 / 28
Specialists / 1 / 25
Supervisors / 3 / 65
Solicitors / 0.2 / 4
Other / 0.4 / 5

When do you use the NHAS

The main reasons given for using NHAS services is for complex queries where they are unable to answer queries internally, the second reason is to check understanding, with gap in specialist knowledge and unusual case and, 3rd and 4th.

When asked ‘Is the NHAS service your first option for housing advice and support’, LCAs responded (in descending order),

YesNo

Housing consultancy75%25%

Housing training59%41%

Advisorshousing resources52%48%

Housing debt queries14%86%

We then went on to ask what alternatives to NHAS do you also use, in terms of housing consultancy, housing training, housing debt queries and advisor resources? The majority citing their own organisation’s in-house expertise, Citizens Advice’s Expert Advice Team (EAT) andShelter local offices were used for housing consultancy. In terms of accessing trainingCitizens Advice’s Expert Advice Team (EAT),in house expertise 2ndand Shelter local office. In response to housing debt queries, the majority again said in house expertise, then Citizens Advice’s Expert Advice Team 2nd. For advisor resources first was in house expertise and 2nd citizens advice’s expert advice team.

In response to ‘How do you deal with Housing Debt casework in terms of mortgage arrears, rent arrears and welfare benefits that impact on housing affordability’, the majority again said in house expertise across the 3 issues, then Citizens Advice’s Expert Advice Team.

Which method of training do you prefer

Answer options labelled in order of priority (1=highest, 8= lowest) / 1 / 2 / 3 / 4 / 5 / 6 / 7 / 8 / 9
Face to face full day / 19 / 7 / 1 / 0 / 0 / 1 / 1 / 3 / 1
Face to face half day / 7 / 11 / 3 / 2 / 4 / 0 / 2 / 0 / 1
Staff briefing / 1 / 2 / 9 / 5 / 2 / 4 / 2 / 2 / 1
Webinar / 1 / 2 / 2 / 5 / 1 / 4 / 6 / 4 / 2
Housing network meetings / 1 / 3 / 4 / 4 / 2 / 4 / 4 / 2 / 3
On line training forum / 2 / 1 / 1 / 1 / 5 / 3 / 3 / 7 / 3
Bitesize / 0 / 4 / 4 / 5 / 7 / 5 / 2 / 3 / 0
Self study pack / 1 / 1 / 6 / 4 / 6 / 1 / 2 / 5 / 4
podcast / 0 / 0 / 0 / 4 / 1 / 5 / 3 / 2 / 12

The response shows that people still prefer face to face training. However NHAS webinars are very popular, as the next order of ranking after all face to face methods and we have had very positive feedback.

We asked the reasons why organisations have accessed NHAS training

For most organisations it is to improve staff knowledge (69%), refresher (59%) new legislation/case law (56%) and new staff with limited knowledge (50%). Which may be an indication of restructures and changes within the 3rd sector. Budget constraints limited access to external training (22%)

Other comments included: It is always high quality training, done well, networking opportunities, 2nd opinion on a matter, not accessed to date.

When asked ‘Once you or your team have attended NHAS training have you been able to effectively use the learning in your day to day work?’ All of the respondents who had accessed training said yes.

Which topics would you like to see discussed in a Housing Network Meeting facilitated by Citizens Advice's Expert Advice team

The NHAS mainly provides its current housing advice services by telephone. The chart below indicates other web based resources the voluntary agencies currently use:

Overwhelming people use fact sheets 72% and 16% said they don’t use web based resources.

Of the 33 who receive the ebulletin, 2 said they didn’t find it useful.

Only 12% are aware of our local practice page which means it needs more promotion, we have started to highlight a new local practice every month in our ebulletin.

Finally we asked ‘We want to know how we can improve our services for your benefit. Do you have any further comments/suggestions to help improve the NHAS service’

10 respondents commented, including;

  • Training for gateway assessors to have a little knowledge in housing related issues.
  • increased Elearning on updates on housing law and caselaw
  • no we have always been really impressed with your service.
  • I am a benefits specialist, but need to keep abreast of the latest developments in housing so I can ascertain whether it is necessary to refer a client to a debt/housing advisor.
  • Keep the special adviser number and responding by email. For more general issues or less urgent issues would like an email to request info
  • No, you do a good job
  • A yearly Housing Conference with speakers
  • weekly news bulletins