Landlord-facing pre-notice support service

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The context

The 2017 Homelessness Reduction Act (HRA) heralded a radical change to English homelessness legislation. It placed new duties on local authorities to prevent (and relieve) homelessness. For the first time, these duties applied to all applicants, not only those deemed eligible for the existing ‘full’ duty. Since 2010, the leading cause of statutory homelessness in England has been the loss of a private tenancy. With prevention at its core, the 2017 Act gave local authorities a renewed impetus to explore ways to reduce homelessness from this sector in particular.

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The intervention

DASH is a social enterprise which provides shared services for local authorities across the East Midlands. In 2019, DASH launched the Call B4 You Serve (CB4YS)
pilot. One staff member, based at Derby City Council, served as a single point of contact for private landlords who were experiencing tenancy problems and intended to take eviction action. The officer was available to advise landlords across ten authority areas, with each contributing towards a portion of the pilot costs.

CB4YS is a landlord-focused service, encouraging contact as early as possible if a landlord or agent has problems with a tenancy. Around half of referrals to its service come from landlords. The other half come from options teams in partner authorities: they refer all Section 21 (‘no fault’ eviction) notices, received by tenants who present as threatened with homelessness, to CB4YS. The remit of the service is to exhaust all tenancy sustainment avenues. If this is not possible, CB4YS seeks to facilitate a positive tenancy end (from both sides), and a planned move for the tenant.

CB4YS has established extensive partnerships within the ten Councils, and across their wider service landscape. Whilst the CB4YS officer entirely manages relationships with landlords, providing advice, mediation, support and updates, they are reliant on Council and other partners stepping in and providing advice and support to tenants, where needed. That includes following up on any enforcement action where illegal or unsafe management or property conditions are detected.

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The outcome

In year one, CB4YS received 462 referrals. Landlords did not go on to serve notice in 21% of cases and withdrew notices in 14%. 34% tenants moved to other homes - without a need for either legal action or temporary accommodation. This gives a prevention rate of 69%. 14% of remaining cases received extensive assistance, with 16% still in process. CB4YS estimates savings to Councils of over £1.2 million in homelessness service costs in year one. Seven more Councils joined in year two.

CB4YS finds landlords appreciate a service which listens to their side of the story. They’ve been willing to work through problems, including writing off arrears if a tenancy is stabilised and they’re able to receive support. Via landlords, tenants access advice and support earlier. Even where a tenancy can’t be salvaged, CB4YS negotiates ‘good ends’. Relationships between Councils and landlords have improved, with landlords showing greater willingness to let homes to tenants on benefits and who are in urgent housing need.

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Key insights

• create partnerships with an aim to equalise the advice and support available to social and private tenants - thereby ‘socialising’ the PRS. This improves stability for private tenants, whilst retaining the much-needed homes that sector provides
• a service designed for private landlords can ultimately benefit tenants (and local authorities)
• landlord-focused support to prevent tenancy loss also expands opportunities for people in housing need to access the PRS: a ‘double dividend’

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Find out more…

Helen Scott, Decent and Safe Homes (DASH) Officer – CB4YS
helen.scott@derby.gov.uk