Public Policy: Using Market-Based Approaches - Department for ...

from those already located within their district. Because this increases the scope
for geographical mobility, it reduces the probability that applicants could be
locked into under-performing schemes because of their location.
Inequality between individuals using the same scheme can be limited by
enabling the less advantaged to exercise their choice as effectively as more
advantaged users. To this end, proposals regarding support for vulnerable users
were one of the criteria against which bids for ODPM funding were evaluated. In
addition, legislation contained in the Homelessness Act 2002 means local
authorities are required to provide assistance to those users who would be
unable to participate effectively without external support.
Because vulnerabilities in accessing CBL schemes can arise from a variety of
different sources, enabling the vulnerable to operate effectively within CBL has
required a multiplicity of approaches. These have included ensuring:
● information on vacancies and processes is available in appropriate formats,
including minority languages;
● that bidding mechanisms are accessible to all; and
Section 10 – Choice-Based Letting in Social Housing
● that systems are set up to provide assistance to those who would struggle to
participate in the CBL process on their own, for example, by enabling carers
or housing officials to act as advocates on behalf of these participants.
Where possible, non-bidders are identified by local authorities and follow-up
work is carried out to ensure applicants understand what is required of them and
receive any necessary support. The dominant approach to supporting vulnerable
and excluded groups is to seek the cooperation of a network of statutory and
voluntary organisations such as Citizens’ Advice Bureaux and train them to
assist their clients to participate in CBL.
A number of pilots produced fully-translated leaflets explaining their schemes or
offered translations of the English summary. As producing translations is a
costly activity, many offered the option of requesting a translation from the local
housing department or requesting alternative formats such as large print, audio
tape, and Braille. Some pilots produced non-English versions of part or all of
their websites or telephone scripts.
For those with limited literacy in any language, pilots experimented with a
variety of approaches to communication. Screening materials for plain English
was a widespread practice, and some schemes replaced words with symbols
and introduced colour-coded maps to assist applicants in identifying where
properties were located.
In some pilots, a multi-lingual member of staff would visit local minority
community groups and older people’s organisations on a regular basis to explain
the system, answer queries and, where necessary, assist with completing forms.
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