DRAFT
LOCAL HOUSING OFFICE OPENING HOURS
1 BACKGROUND
The last review of local office opening hours was carried out during 1999/2000. Following extensive consultation it was agreed to implement the following proposals:
• to open all offices at 9.00am rather than 8.30am • to close 10 offices during the lunchtime period, leaving the remaining five busiest offices open all day (Allenton, Alvaston, Sussex Circus, Mackworth and Stockbrook Street) • to close all offices each Wednesday afternoon • to open three offices on Mondays 9.00am – 4.00pm (close 1 hour for lunch) and 9.00am – 12.00 noon Tues – Friday (Old Sinfin, Littleover and Chellaston) • to open Spondon office 9.00am – 4.00pm (closed for lunch 1 hour) on Mondays and 9.00am – 1.00pm Tuesday – Friday.
A full listing of the current local office opening hours is attached at Appendix A.
The aim of introducing the revised hours was to enable managers to plan and target staff resources at those offices mostly used, and to free up staff time to spend on estate work and visits to tenants.
The previous report detailed that the new opening hours would be monitored and reviewed.
A similar survey to the one carried out in September 1999 analysing the counter and cash visits in each office has been carried out for the period 3-28 September 2001. The results of this survey provide the basis for this report.
2 ANALYSIS OF LOCAL OFFICE USAGE - SEPTEMBER 2001
The first clear issue arising out of the office usage survey is that usage of the 15 local offices has increased by almost 15% since the last review.
The five busiest offices, Allenton, Alvaston, Sussex Circus, Mackworth and Stockbrook Street remain as such.
The table overleaf details the average counter and cash visits, Monday to Friday at each local office over a four-week period in September 2001. September 1999 figures are shown in brackets.
Page 1 of 7 - 1 - In addition cash collected during week commencing 24 September 2001 was analysed into Rent, Council Tax and other payments.
Local Average Visits Cash £’000 Each Week Office Each Day Rent C/Tax Other Total
Level 1 Allenton 294 (244) 32 32 12 76 Alvaston 241 (203) 23 39 3 65 Sussex 224 (217) 23 22 2 47 Mackworth 250 (193) 24 29 5 58 S.Street 167 (162) 13.5 13.5 6 33
Level 2 New Sinfin 121 (121) 10 14 4 28 Austin 123 (113) 8.5 20 1 29.5 Roosevelt 127 (110) 12 15.5 0.5 28 Osmaston 121 (91) 13 4 1.5 18.5 Brook 116 (85) 10 6.5 0.5 17 Street Cowsley 90 (86) 11 4 0.5 15.5
Level 3 Spondon 88 (91) 8.5 14.0 1.5 24 Littleover 76 (75) 7 9 1.5 17.5 Old Sinfin 45 (28) 3.5 1.5 0 5 Chellaston 51 (37) 3 9.5 0 12.5
3 IMPACT OF PREVIOUS CHANGES TO OFFICE OPENING HOURS
3.1 Level 1 Offices
These five offices remain the busiest in the City. The move to 9.00am opening, and closure at 2.00pm on Wednesdays at these offices has had no negative effect on the level of usage.
In each of the five offices there has been an increase in the average daily visits which now stand at 235 as opposed to 203 in September 1999.
3.2 Level 2 Offices
All level 2 offices currently open at 9.00am and close between 1.00pm and 2.00pm for lunchtime, and close at 4.30pm, 4.00pm on Fridays (cash
Page 2 of 7 - 2 - payments 4.00pm and 3.30pm). On Wednesday afternoons all offices close at 1.00pm.
As with the level 1 offices all of the six offices have seen an increase in usage, which again tends to indicate that customers have adapted well to the revised opening hours.
Usage of the offices remains quieter after 2.00pm. Less that 30% of all visitors to this group of offices do so after 1.00pm.
3.3 Level 3 Offices
Level 3 offices saw the greatest reduction in opening hours following the previous review. Again, all offices with the exception of Spondon have seen an increase in average overall usage. (Spondon 2% reduction).
Management have been able to effectively resource demand at the Level One offices through staff time/resources released in the afternoons at Level Three offices. Examples of this include physical relocation of posts 0.5 post from Littleover moved to Mackworth to provide full time cashier support. Staff in Level 3 offices providing support in allocations and repairs functions. Increased estate management/walkabouts/home visits.
4 PROPOSALS
The Best Value of Front Line Housing Services and Sustainable Estates highlights various areas of required improvements, which will require staffing input. The report also details our proposals for extending options for payments and repairs reporting (repair enquiry centre). Examples likely to involve staff time include:
• tackling voids • reducing bad debts • tackling estate sustainability issues
Given the financial predictions on the Housing Revenue Account it is unlikely that funding will be available to increase staffing resources. We must therefore look to the methods by which we currently provide the service and look to release staffing resources to tackle those initiatives identified through the review process.
4.1 Morning Opening Time
It is proposed to retain 9.00am as the opening time at all offices.
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4.2 Lunchtime Opening
Level 1 Offices currently remain open throughout the lunchtime period. Usage between 1.00pm and 2.00pm remains high. It is proposed to retain lunchtime opening in each of the five level one offices.
4.3 Wednesday Afternoons
Customers have accepted the present practise of all offices closing by 2.00pm. However staff working at level one offices which close at 2.00pm struggle to attend the start of in-house training courses which are now timetabled for Wednesday afternoons, commence at 2.00pm and are usually based at Kedleston Road training centre. To address issues of staff training and ensure that staff keep abreast of changes many of these courses have now become compulsory for groups of staff. It is therefore essential that all staff have equal opportunities to attend and arrive in good time for the start of the courses.
The change to closing at 1.00pm on Wednesday for all Level 1 Offices would inconvenience between 18 – 24 customers at these offices.
4.4 Level 2 Offices – Reduced Opening Hours
Level 2 Offices receive on average 116 visits each day, an increase of almost 15% on the 1999 usage survey.
However usage after 2.00pm is relatively low, the average number of enquiries received per hour in Level 2 Offices is 4.5 and the average number of cash payments received 13 per hour.
Based on the low numbers of enquiries received between 2.00pm and 4.00pm it is proposed to close all Level 2 Offices at 1.00pm, Monday – Friday. (New Sinfin to remain open on Thursday for late-night pilot).
In recognition of the customers who presently use Level 2 Offices to make afternoon payments we will carry out thorough consultation to ensure full knowledge of other payment options, eg, Direct Debit and Post Office payments. Comments will be invited from users on this proposal.
4.5 New Sinfin – Late Night Opening
It is proposed to pilot late night opening at the New Sinfin Local Office. It is envisaged that this will be on Thursday evenings and that the office will remain open for both enquiries and cash payments until 6.00pm.
The pilot office has been chosen in the main part due to its location in a busy shopping precinct where other businesses and a large supermarket remain open.
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The proposal is subject to further consultation with staff and Trade Unions. A separate report will be brought in June 2002.
4.6 Level 3 Offices – Reduced Opening Hours
The use of Spondon, Littleover, Old Sinfin and Chellaston on Monday afternoons is very low. Average 3 enquiries per hour and 7 cash transactions per hour.
It is proposed to cease opening on Monday afternoons at these offices. Thorough consultation with users will take place as identified in proposals for Level 2 Offices.
4.7 Telephone Service
No reduction to service provision in relation to telephone hot-lines is proposed.
We will continue our present practise of diverting lines to neighbouring offices when necessary and all enquiries will be responded to.
Managers of ‘closed’ offices will contactable to respond to emergencies.
4.8 Appointment Service
The appointment service for users to visit the office, or for staff to visit customers in their homes will be promoted.
4.9 Repairs Enquiry Centre
A repairs enquiry centre will be established by 2003/04. This centre will serve as a central point for receiving all repair requests and enquiries through a freephone service.
We believe that many callers to local offices do so in connection with repair issues. It is envisaged that in time the repairs enquiry centre will impact in terms of a reduction in the numbers of enquiries received at local offices.
The impact will be monitored and staffing levels reviewed. Any staff savings will be achieved by natural turnover.
4.10 Alternative Cash Collection Services
From 1 September 2002 it is proposed to offer all tenants the following facilities: • post office payments • direct debits • debit card telephone payment • internet payments Page 5 of 7 - 5 - In addition the mobile office routes will be reviewed in order to maximise its usage.
5.0 SUMMARY OF OUTCOMES
5.1 The proposals retain a structure to office opening hours. See table below:
Average Current Proposed Level Local Office Daily Opening Opening Visits Hours Hours
1 Allenton 294 37 36 1 Alvaston 241 40* 39 1 Sussex Circus 224 40* 39 1 Mackworth 250 40* 39 1 Stockbrook Street 167 37 36
* Includes 3 hours – Saturday mornings.
2 New Sinfin 121 28 24 2 Austin 123 28 20 2 Roosevelt Avenue 127 28 20 2 Osmaston 121 28 20 2 Brook Street 116 28 20 2 Cowsley 90 28 20
3 Spondon 88 22 20 3 Littleover 76 18 20 3 Old Sinfin 45 18 20 3 Chellaston 51 18 20
5.2 Proposed Opening Times
Level One Offices – Allenton, Alvaston, Sussex Circus, Mackworth & Stockbrook Street.
Enquiries Cash Payments Monday 9.00am – 4.30pm 9.00am – 4.00pm Tuesday 9.00am – 4.30pm 9.00am – 4.00pm Wednesday 9.00am – 1.00pm 9.00am – 1.00pm Thursday 9.00am – 4.30pm 9.00am – 4.00pm Friday 9.00am – 4.00pm 9.00am – 3.30pm Saturday* 9.00am – 12.00 noon
* Mackworth, Alvaston and Sussex Circus only. Page 6 of 7 - 6 -
Level 2 & Level 3 Offices – New Sinfin, Austin Roosevelt Avenue, Osmaston, Brook Street, Cowsley, Spondon, Littleover, Old Sinfin & Chellaston.
Enquiries & Cash Payments Monday 9.00am – 1.00pm Tuesday 9.00am – 1.00pm Wednesday 9.00am – 1.00pm Thursday 9.00am – 1.00pm 9.00am – 6.00pm* Friday 9.00am – 1.00pm
* New Sinfin Only – Late Night Pilot – closes for lunch 1.00pm – 2.00pm
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