Affordable Home Ownership Conference and Exhibition
Affordable Home Ownership Conference and Exhibition B4: Where next for the HomeBuy Agency service Speakers:
Helen Towner Manager, Provider Management Team Homes and Communities Agency Tony Quigley Director of Home Ownership Sovereign Housing Group
Chair:
James Cartlidge Director Share To Buy
Helen Towner
Homes and Communities Agency
Topics What a Local HomeBuy Agent does What we have learnt and feedback Key functions moving forward
Future plans
Local HomeBuy Agents 15 LHBA appointed in April 2009 – HomeBuy.co.uk – (2LHBA London contracts transferred to the GLA April 2012)
Initial Contract for 2 years with the ability to roll over for a minimum of one, maximum of three further years. Contracts are in the 4th year of delivery (2012/13)
What do LHBAs do? Provision of Information – Websites (marketing properties) – Case studies – Profile raising – Targeting priority groups – Informing of policies and criteria
What do LHBAs do? Assessment – – – –
Administer applications for LCHO Manage a customer service line 9-5 Monday-Friday Assess against national HCA criteria Manager Customer expectations regarding policies
What do LHBAs do? Data Capture – – – –
Submit monthly monitoring returns Buyer profile data Demand data Completion data
What do LHBAs do? Stakeholder liaison – Supporting sales teams – Engaging with IFAs and Solicitors – Providing lists of eligible applicants to RPs and developers – Circulating HCA updates where necessary and relevant – Sharing data – Sharing marketing expertise
Local HomeBuy Agent Benefits Independent eligibility check Re-sales Priority Groups Customer benefits
Data capture – (11,000 enquires, 8,000 applications PCM)
Feedback Local Authorities support the role RPs benefit from the data Sales leads
Developer – HBD/FB Customer reaction (questionnaires) etc.
LHBA service updates for 12/13 Standard document pack – Improve consistency and provide great clarity around roles and responsibilities
National targeted marketing to priority groups – Social tenants and MOD
Current HCA Position HCA‟s intention is to re-procure a Homebuy Agent Service
Final Details yet to be agreed
Further engagement required
Current Position continued… The Local HomeBuy Agents will be appointed through a Full OJEU restricted procedure MOI and pre qualification paperwork will include the offer, procurement process, and bid evaluation details
Provisional time frames – SUBJECT TO CHANGE Contract notice published – Mid July PQQ submissions – Mid September Invitation to tender – Mid November Deadline for ITT responses – Early January
Questions ?
homesandcommunities.co.uk
/HCA_UK /homes-&-communities-agency
Where quality homes are truly affordable
Where Next for HomeBuy Agents ?
Tony Quigley Director of Home Ownership
South West Homes • Partnership between Sovereign Housing & West Country Housing Association since 2009. • Covering entire South West region formerly 3 Zones.
Presentation introduction • • • • •
HBA‟s history Rationale Benefits Challenges Impact
The story so far…... 2001 Starter Homes Initiative • ODPM initiative support recruitment and retention of key workers and delivery of key public services. • 44 Housing providers (mostly HA‟s) 9000 public sector workers • confused brand and process
2004 Key Worker Living' programme • targeted at key worker groups -, KW Homebuy, KW Shared Ownership, Intermediate Rent, London Challenge Teacher • Zone Agents appointed – The one stop shop! • strong customer support, Eligibility consistently applied, monitoring, branding is consistent, innovative marketing (websites), profile, service and products adapting to local market conditions, relationships with stakeholders (LA‟s , employers)
The story so far… April 2006 – 23 HomeBuy Agents 2 year contract,extended to 2009. MyChoice HomeBuy scheme March 2009 – HBA‟s reduced from 23 to 15 for 2 year contract. Feb 2011 Proposal for a single HomeBuy Agency. June 2011 – decision to continue with existing arrangement until March 2013
Why are we needed ? • British „obsession‟ with Home Ownership • Ownership declined to 67.4% • But 85% aspire to own • Offers security of tenure, family stability, „a place of one‟s own‟. • Options social rent, market rent, • 1.8 million on LA waiting lists • Less building more people • 1/3 of households excluded • Affordable Home Ownership demand is here to stay !
NHF Home truths 2011 South West • Prices avg 12X incomes • Highest proportion of second homes. • Low incomes • New households forming twice rate of new homes • LA „s cut planned new homes, • Population 85+ expected to grow 134% by 2033 • Homeless overcrowding rising & waiting lists growing
Complexity of choice • • • • • • • • •
Shared Ownership Newbuild HomeBuy Open Market HomeBuy Shared Ownership Resales LA HomeBuy Rent to HomeBuy Intermediate Rent Starter Homes Initiative Key Worker Living
• Discount Market Sale • Armed Forces Home Ownership • Developer Equity Loan • People with Long Term Disabilities • HOLD • Older Persons SO • First Time Buyers‟ Initiative
Average age leaving home to buy first home is now ……..…………..
38 !
Households are varied and have different requirements
Why are we here ?... • „one-stop-shop‟ intermediate housing options across England • Info & access to understand, qualify for all schemes operated under the 'HomeBuy' brand. • Manage transactions and aftercare for Govt products • Hold applicant database and collate and provide data for HCA • Targeted service to stakeholders
Benefits… • First Time Buyers • Working Households • Priority Groups
2011 -12 Nationally • 11,000 enquiries per month • 8,000 applications per month
Benefits … • RP‟s delivery of programme & resales • Regional, local response and targeting – LA Priorities • Stakeholders Relationships Resales support, maintain in sector • Flexible delivery vehicle HCA products –e.g. Moat Firstbuy • Developer – e.g. Firsbuy delivery circ 3000 completed 5000+ reservations
Benefits … • Strong regulation of service and data collection • Independent Assessment system • Consistent information • Brand identity & familiarity • Products :Simplified (?) • Value of data – applicants profile priorities, trends
Spread the word… Website ,traditional news and digital media, phone apps facebook, twitter, radio, public events, varied locations, Case studies, newsletters, e-bulletins and more.
NATIONAL HOMEBUY AGENCY - MHO MHO service team, part of Metropolitan
•
National HomeBuy Agency service is branded Housing Options plus (HOP) MHO appointed sole provider in 2009 Contract in place as sole provider until 2014 •
One National Approach
•
Currently managing a 16,000+ Shared Equity Portfolio •
FIRST STEPS the London experience Mayors brand to promote low cost home ownership throughout Greater London. L&Q and MHO deliver FIRST STEPS on behalf of the HCA in partnership with GLA
„London is a great city, but for those on low and modest incomes, the capital is an increasingly expensive place to live. My hope is that through FIRST STEPS, finding a home to buy will be made easier, and the cost of living in the capital more affordable.‟
Challenges • • • • • • • • • •
Political environment Economic position Financial capacity of RP‟s Future Affordable programme Consumer confidence Access to Mortgages Value for money Consistency of service Technology New Products
Changing peoples Lives….
Amanda , Martin & Tom Jeffery Moat HomeBuy purchasers June 2010
Tom Jeffery Moat Apprentice October 2011
Terry Ferguson has brought up his young family in military accommodation over the past 11 years. “This move will give our family more stability and our boys are really excited – in fact, they helped pick the new house so it really feels like a family home.”
FIRST STEPS Headline achievements • Improved customer experience online, Generated 1.3 m+ visits • Improved communications– mobile website,1000+ followers on twitter • Delivered events –and road shows • Extensive work with Homeswapper to target PSTs priority group • Online referrals for partner providers • Delivered consistently high levels of customer and stakeholder satisfaction • Understanding of the London intermediate market working closely with HCA and GLA.
Rachel Machin and her family, managed to get back on to the property ladder with the help of Plumlife & FirstBuy. “We felt trapped in the private rental market. The FirstBuy scheme has enabled us to get back into home ownership when, frankly, we‟d more or less written off the idea.”
•
“We
have been living at the Innova Park for a few months now and it is great. Our son, Daniel, has his own room for the first time in his life. He is very excited and it has been a really positive change for the whole family. The staff at MHO helping me through FIRST STEPS were amazing”.
Movie
Helen Towner Manager, Provider Management Team Homes and Communities Agency Tony Quigley Director of Home Ownership Sovereign Housing Group
Chair:
James Cartlidge Director Share To Buy
Helen Towner
Homes and Communities Agency
Topics What a Local HomeBuy Agent does What we have learnt and feedback Key functions moving forward
Future plans
Local HomeBuy Agents 15 LHBA appointed in April 2009 – HomeBuy.co.uk – (2LHBA London contracts transferred to the GLA April 2012)
Initial Contract for 2 years with the ability to roll over for a minimum of one, maximum of three further years. Contracts are in the 4th year of delivery (2012/13)
What do LHBAs do? Provision of Information – Websites (marketing properties) – Case studies – Profile raising – Targeting priority groups – Informing of policies and criteria
What do LHBAs do? Assessment – – – –
Administer applications for LCHO Manage a customer service line 9-5 Monday-Friday Assess against national HCA criteria Manager Customer expectations regarding policies
What do LHBAs do? Data Capture – – – –
Submit monthly monitoring returns Buyer profile data Demand data Completion data
What do LHBAs do? Stakeholder liaison – Supporting sales teams – Engaging with IFAs and Solicitors – Providing lists of eligible applicants to RPs and developers – Circulating HCA updates where necessary and relevant – Sharing data – Sharing marketing expertise
Local HomeBuy Agent Benefits Independent eligibility check Re-sales Priority Groups Customer benefits
Data capture – (11,000 enquires, 8,000 applications PCM)
Feedback Local Authorities support the role RPs benefit from the data Sales leads
Developer – HBD/FB Customer reaction (questionnaires) etc.
LHBA service updates for 12/13 Standard document pack – Improve consistency and provide great clarity around roles and responsibilities
National targeted marketing to priority groups – Social tenants and MOD
Current HCA Position HCA‟s intention is to re-procure a Homebuy Agent Service
Final Details yet to be agreed
Further engagement required
Current Position continued… The Local HomeBuy Agents will be appointed through a Full OJEU restricted procedure MOI and pre qualification paperwork will include the offer, procurement process, and bid evaluation details
Provisional time frames – SUBJECT TO CHANGE Contract notice published – Mid July PQQ submissions – Mid September Invitation to tender – Mid November Deadline for ITT responses – Early January
Questions ?
homesandcommunities.co.uk
/HCA_UK /homes-&-communities-agency
Where quality homes are truly affordable
Where Next for HomeBuy Agents ?
Tony Quigley Director of Home Ownership
South West Homes • Partnership between Sovereign Housing & West Country Housing Association since 2009. • Covering entire South West region formerly 3 Zones.
Presentation introduction • • • • •
HBA‟s history Rationale Benefits Challenges Impact
The story so far…... 2001 Starter Homes Initiative • ODPM initiative support recruitment and retention of key workers and delivery of key public services. • 44 Housing providers (mostly HA‟s) 9000 public sector workers • confused brand and process
2004 Key Worker Living' programme • targeted at key worker groups -, KW Homebuy, KW Shared Ownership, Intermediate Rent, London Challenge Teacher • Zone Agents appointed – The one stop shop! • strong customer support, Eligibility consistently applied, monitoring, branding is consistent, innovative marketing (websites), profile, service and products adapting to local market conditions, relationships with stakeholders (LA‟s , employers)
The story so far… April 2006 – 23 HomeBuy Agents 2 year contract,extended to 2009. MyChoice HomeBuy scheme March 2009 – HBA‟s reduced from 23 to 15 for 2 year contract. Feb 2011 Proposal for a single HomeBuy Agency. June 2011 – decision to continue with existing arrangement until March 2013
Why are we needed ? • British „obsession‟ with Home Ownership • Ownership declined to 67.4% • But 85% aspire to own • Offers security of tenure, family stability, „a place of one‟s own‟. • Options social rent, market rent, • 1.8 million on LA waiting lists • Less building more people • 1/3 of households excluded • Affordable Home Ownership demand is here to stay !
NHF Home truths 2011 South West • Prices avg 12X incomes • Highest proportion of second homes. • Low incomes • New households forming twice rate of new homes • LA „s cut planned new homes, • Population 85+ expected to grow 134% by 2033 • Homeless overcrowding rising & waiting lists growing
Complexity of choice • • • • • • • • •
Shared Ownership Newbuild HomeBuy Open Market HomeBuy Shared Ownership Resales LA HomeBuy Rent to HomeBuy Intermediate Rent Starter Homes Initiative Key Worker Living
• Discount Market Sale • Armed Forces Home Ownership • Developer Equity Loan • People with Long Term Disabilities • HOLD • Older Persons SO • First Time Buyers‟ Initiative
Average age leaving home to buy first home is now ……..…………..
38 !
Households are varied and have different requirements
Why are we here ?... • „one-stop-shop‟ intermediate housing options across England • Info & access to understand, qualify for all schemes operated under the 'HomeBuy' brand. • Manage transactions and aftercare for Govt products • Hold applicant database and collate and provide data for HCA • Targeted service to stakeholders
Benefits… • First Time Buyers • Working Households • Priority Groups
2011 -12 Nationally • 11,000 enquiries per month • 8,000 applications per month
Benefits … • RP‟s delivery of programme & resales • Regional, local response and targeting – LA Priorities • Stakeholders Relationships Resales support, maintain in sector • Flexible delivery vehicle HCA products –e.g. Moat Firstbuy • Developer – e.g. Firsbuy delivery circ 3000 completed 5000+ reservations
Benefits … • Strong regulation of service and data collection • Independent Assessment system • Consistent information • Brand identity & familiarity • Products :Simplified (?) • Value of data – applicants profile priorities, trends
Spread the word… Website ,traditional news and digital media, phone apps facebook, twitter, radio, public events, varied locations, Case studies, newsletters, e-bulletins and more.
NATIONAL HOMEBUY AGENCY - MHO MHO service team, part of Metropolitan
•
National HomeBuy Agency service is branded Housing Options plus (HOP) MHO appointed sole provider in 2009 Contract in place as sole provider until 2014 •
One National Approach
•
Currently managing a 16,000+ Shared Equity Portfolio •
FIRST STEPS the London experience Mayors brand to promote low cost home ownership throughout Greater London. L&Q and MHO deliver FIRST STEPS on behalf of the HCA in partnership with GLA
„London is a great city, but for those on low and modest incomes, the capital is an increasingly expensive place to live. My hope is that through FIRST STEPS, finding a home to buy will be made easier, and the cost of living in the capital more affordable.‟
Challenges • • • • • • • • • •
Political environment Economic position Financial capacity of RP‟s Future Affordable programme Consumer confidence Access to Mortgages Value for money Consistency of service Technology New Products
Changing peoples Lives….
Amanda , Martin & Tom Jeffery Moat HomeBuy purchasers June 2010
Tom Jeffery Moat Apprentice October 2011
Terry Ferguson has brought up his young family in military accommodation over the past 11 years. “This move will give our family more stability and our boys are really excited – in fact, they helped pick the new house so it really feels like a family home.”
FIRST STEPS Headline achievements • Improved customer experience online, Generated 1.3 m+ visits • Improved communications– mobile website,1000+ followers on twitter • Delivered events –and road shows • Extensive work with Homeswapper to target PSTs priority group • Online referrals for partner providers • Delivered consistently high levels of customer and stakeholder satisfaction • Understanding of the London intermediate market working closely with HCA and GLA.
Rachel Machin and her family, managed to get back on to the property ladder with the help of Plumlife & FirstBuy. “We felt trapped in the private rental market. The FirstBuy scheme has enabled us to get back into home ownership when, frankly, we‟d more or less written off the idea.”
•
“We
have been living at the Innova Park for a few months now and it is great. Our son, Daniel, has his own room for the first time in his life. He is very excited and it has been a really positive change for the whole family. The staff at MHO helping me through FIRST STEPS were amazing”.
Movie
