The Issue

Lewisham LBC handles a large number of housing in its Housing Options Centre (and at its sister service, SHIP, which advises young and single homeless people).

This year, it is projected that Lewisham will make approaching 1,000 decisions under homelessness legislation, and will advise hunderds of other customers who have routine housing problems, but who might not yet be in crisis. The numbers are rising, as one might expect in the current climate.

Lewisham's previous structure was a 'two-tier' one, in that customers would first see a housing options adviser, and then see a separate homelessness assessor should the need arise.

Lewisham are now moving towards 'generic' options advising - so that the maximum number of advice cases are dealt with by a caseworker, from first approach to case closure. This new model requires the duty officers to have a much broader information base.

The Solution

Sarah Gallacher, Advice and Review Manager at Lewisham LBC, said:

"When considering a revised service delivery model, you think hard about training, and set the best possible budget to make sure you get it right. But it is easy to forget people's on-going information requirements.

"I saw a demonstration of Destin Solutions' ENLIGHT Procedure Manual, and knew it was exactly what we needed to keep the service on the right track.

"We've all worked in offices where information resources are kept in a host of different places and formats - training materials, legislation, good practice guidance, standard forms and letters, policies, procedures - so much time and energy is wasted looking for things (and the temptation is to take shortcuts).

"Our ENLIGHT Manual is set out in a very logical way - and has been designed to reflect the way we work in Lewisham right now. The content is regularly updated by a housing options expert. It's like having refresher training all year round."

A comprehensive 'National Resources' section pulls together the Codes of Guidance, over 50 Acts and Orders, a catalogue of useful weblinks and a Case Law Digest, with content authored by eminent housing lawyer Jan Luba QC.

Destin's updating of this material is clearly a key benefit.

Lewisham's View

Sarah Gallacher again:

"Commissioning of this Manual was not difficult to justify in cost terms, despite the current budgetary pressures. My part of the service must work as efficiently as possible, in order to absorb the increasing demands placed upon it.

"I would recommend Destin's services to anyone wanting to run a high quality housing options service in difficult times".

For further information, please visit

www.destin.co.uk.

Telephone: 01953 483695

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