My Thirteen Update

C om i n g i n S pr i n g !

As you’ll know, there are some exciting changes happening shortly to the way we let our properties across the Tees Valley.

These changes have come about because our customers told us they want to be able to apply for a home in a more user friendly and consistent way.

So, we’ve listened to what they have to say and created a new and exciting digital experience called My Thirteen.

Coming in Spring, we’ll be launching My Thirteen on www.mythirteen.co.uk, alongside a new Lettings Policy and the Tees Valley Lettings Partnership’s (TVLP) new digital platform called Tees Valley Home Finder.

My Thirteen will

In a nutshell, it means our customers and future customers will be able to do a range of things to manage their homes, all in one place with access via multiple channels.

allow us to:

Deliver great c ustomer serv • Offer a muchice im

view and apply proved property search, where it’s ea for homes, and gi ves customers co sier to and when they ntrol of how choose to contac t us.

Make things m uch

quicker and e • Easier tenanc asier y sign ups, with no need to visit • Electronic sign an off ice atures, documen ts and paperwor k

So, for any customers who’ve been actively Everything w looking for a property ill be in one pla • Allow custom ce ers to do a rang in the last 12 months, e of things to man all in one place ag - repairs, rent stat e their home, we’ve registered them ements etc. an account with us and we’re making it easy for them. We’ll contact them when we are about to go live to ask them a few questions so they can set their housing preferences to make it much easier to see what properties are available to meet their housing needs. Then they’ll be ready to go – no stress, no hassle.

We’re confident these changes will mean we can offer our customers the best experience we can.

Changes to how we let our properties My Thirteen and the new Lettings Policy deliver more choice in the way we let our properties. These improvements have been designed to benefit both our customers and colleagues. They include: • A new Lettings Policy which was finalised and agreed

by Thirteen’s board in September 2018. Since then My Thirteen has been developed and the Policy will go live with the new system.

• There will be three places for customers to apply for Thirteen properties: - Existing and new customers can apply directly to My Thirteen - New customers with housing needs will apply to Tees Valley Lettings Partnership - Existing and new customers can also apply via other platforms (Rightmove or Zoopla)

So, coming in Spring, customers will no longer be banded the same way. Here is the new banding: Customer registers with email address and name

Band 4 requirements to apply

Band 3 requirements to apply

Band 2 requirements to apply

Band 1 requirements to apply

Band 4

Band 3

Band 2

Band 1

Date of birth, age and gender, employment status, annual income, national insurance number of applicant, total savings/other property value (this is the minimum info required to apply).

Is a Thirteen tenant currently over (by two or more bedrooms) or under occupying (that’s financially impacting). Is it a sensitive let? Does the customer have a medical need to move to receive support, or move to a supported housing scheme? (med 1 form) (high band 3).

Is the customer in employment and do they have a connection to the local authority where the property is located? Does the customer need to move to the area due to an offer of employment?

Are they a transferring tenant with excellent tenant status? Is the customer’s current property unsuitable due to medical needs? (med 1 form).

Is the Thirteen tenant a decant? (relocation team).

Customer entered into Band 4

Customer entered into Band 3

Customer entered into Band 2

Customer entered into Band 1

This new way of letting our properties will mean we have greater control over how we manage our stock.

How we will work with Tees Valley Lettings Partnership • The Tees Valley Lettings Partnership includes Darlington Borough Council, Hartlepool Borough Council, Middlesbrough Council, Redcar & Cleveland Borough Council, Stockton-on-Tees Borough Council, Beyond Housing, North Star and Home Group

• Customers will be directed to the Tees Valley Lettings Partnership who are within the reasonable preference groups, including customers faced or threatened with homelessness

• Between 50% and 75% of our available properties will be shared with Tees Valley Lettings Partnership.

For these properties they will nominate customers in the reasonable preference groups

We’ve also listened to what you, our colleagues, have told us and these changes will mean: • Neighbourhood co-ordinators will have more flexibility in letting their properties • Neighbourhood co-ordinators will be able to work with customers to find them the right properties for their situation • Neighbourhood co-ordinators will have control over allocations, as all routes will come back to the co-ordinator • More sustainable tenancies • Our excellent tenants are rewarded • Customers and tenants can apply online, with Touchpoint hosts or with their coordinator • Customers will be able to add requirements and upload documents via a simple process • Customers and colleagues can arrange viewing times in a variety of ways

• A new affordability calculator will be available for customers and colleagues to use at various points in the process • We’ll be able to advertise and arrange viewings for bespoke lettings