Agenda item

The Assistant Director introduced the report which provided Members with an update on the new Information and Advice Services contract.  She referred to the report, which had been circulated with the agenda and provided detail of the tender process and services provided.  The Assistant Director confirmed that Shelter had been awarded the contract to provide debt advice and Community Action Norfolk for housing advice.  The Citizens Advice Bureaux were still contracted by Norfolk County Council to provide a general advice services across the County. 

Michael Deakin from Shelter provided the Panel with an overview of the services provided.  A copy of his presentation is attached.

The Chairman thanked Michael Deakin for his presentation and invited questions and comments from the Panel, as summarised below.

Councillor Moriarty asked how Shelter was being promoted, now that it had been awarded the contract and he asked if people continued, out of habit, to contact the Citizens Advice Bureaux in the first instance.  Michael Deakin explained that Shelter and the Citizens Advice Bureaux worked together and referred individuals on as appropriate.  There was also lots of promotional work ongoing.  In response to a further question from Councillor Moriarty, Michael Deakin explained that publicity had been focussed on the general public, but in the future the services provided would be promoted to Parish Councils and the wider Borough.  Michael Deakin informed those present that a ‘pop up’ would be carried out in the town centre and officers from Shelter would be handing out leaflets to the general public.

The Portfolio Holder for Housing and Community, Councillor Lawrence explained that now the service was up and running, communication would go out to Parish Councils to promote the service further and officers from the Council would work with Shelter as appropriate.  The Chairman, Councillor Sampson suggested providing information to the Norfolk Association of Local Councils who could then disseminate the information to Parish Councils.

The Panel then received a presentation from Jo Maule from Community Action Norfolk (CAN) on the services provided.  A copy of the presentation is attached.

The Chairman thanked Jo Maule and the representatives from Purfleet and Stonham, who had accompanied her to the meeting for their presentation and he invited questions and comments from the Panel, as summarised below.

Councillor Mrs Bower referred to the potential to hold drop in sessions in Hunstanton.  Jo Maule explained that proposals were still in the early stages, but she was positive that something could be achieved.

Councillor Moriarty referred to the amount of service users and asked if the level was as was expected.  It was confirmed that levels were lower than expected, but sometimes individuals would go direct to the Housing Associations rather than be referred by CAN.  Comments were made that the introduction of Universal Credit could increase the amount of individuals using the service.

The Panel was informed that promotion of the service was continuing and a communications plan had been produced.  CAN would also promote their service to Parish Councils.

The Portfolio Holder for Housing and Community, Councillor Lawrence thanked all the officers involved in making the processes work.  He felt that everyone worked together well and were passionate to help the right people.  He asked the Partnership and Funding Officer for an update on how the Council worked with the Citizens Advice Bureaux.  The Partnership and Funding Officer explained that the Council continued to try and engage with Norfolk Citizens Advice Bureaux, including an invitation to the Panel meeting, but to no avail.  Citizens Advice Bureaux staff at the local office continue to provide the service, challenges lay at a more senior level.

The Panel was informed that the Citizens Advice Bureaux had asked Stonham Housing for a training session on the new service.

RESOLVED: (i) The report was noted.

(ii) That Members receive a further update in six months’ time.