Homes for Scotland Customer Relations Task Group Wednesday 29 July 2015 Homes for Scotland offices, Edinburgh

Transcription

1 Homes for Scotland Customer Relations Task Group Wednesday 29 July 2015 Homes for Scotland offices, Edinburgh Present: Prior apologies: In attendance: Joanne Casey, Mactaggart & Mickel (Chair) Anne Marie Britton, Miller Homes Karen Armstrong, Taylor Wimpey (substitute for Audrey Ross) Claire Boulton, ESPC (substitute for Paul Hilton) Harry McGeough, Mortgageforce Liz Cleghorn, CALA (West) (substitute for Liana Canavan) Jim Preston, Veitchi Ruth McLean, Anderson Strathern Andrew Lonie, Scotia Homes John Fletcher, Cascade Mortgage Solutions Theresa Barbour, Bett Homes Fraser Conn, Bellway Tricia Malek, Springfield Lauren Trouten, Homes for Scotland Philip Hogg, Chief Executive Ewan Cameron-Nielsen, Director of Policy (Interim) Jennifer Kennedy, Membership & Communications Manager Michael Barton-Maynard, Policy Officer Kirsty Page, Executive Team Assistant Tammy Adams, Principal Planning Advisor Gill Hansen, West Central Staff (items 7 to 14) 1. Apologies received The Chair opened the meeting, welcomed those attending as substitutes and noted apologies as above. The Chair also took the opportunity to introduce interim Director of Policy Ewan Cameron-Nielsen to the Group. 2. Minute of previous meeting The minute of the Customer Relations Task Group held on 22 nd April 2015 was approved as a correct record. 3. Matters arising: a) New Build Standard Missive It was noted that HFS is still waiting to hear from Gillespie Macandrew & the Law Society of Scotland regarding launch publicity for the New Build Standard Missive. 1 P a g e H o m e s f o r S c o t l a n d

2 b) HFS Election Manifesto The Group heard from the Chief Executive regarding the HFS Manifesto for lobbying use in the lead up to the Scottish Elections in It was noted that key asks of the manifesto include: clarity over Help to Buy (Scotland), Improved planning processes, infrastructure improvements and specific SME support. ALL The Group was asked to provide case studies to support the key asks. c) Nathaniel Lichfield & Partners (NLP) Report The Group heard from the Principal Planning Advisor in regards to creating a report similar to the HBF Economic Footprint report produced by NLP earlier this year. As well as highlighting the benefits of home building, the report will also seek to demonstrate how the industry can help the Scottish Government achieve its wide-ranging policy objectives. It is expected that the report will be ready for the HFS Conference on 5 November. It was noted that members would be asked to contribute to the report in two ways: (i) a detailed survey of approximately 12 participants (though this may be increased). ALL (ii) request for case studies which would be sent to all members via the weekly HFS update. d) Get Housing Sorted coalition The Group heard from the Chief Executive regarding the Get Housing Sorted coalition. It was noted that representatives from: RICS, RTPI, Shelter, FMB, CIH, RIAS, NHBC, SFHA, SPF and CML had met and agreed, in principle, to supporting a housing sector coalition with the aim of building a campaign around the need for more homes in Scotland. PH The Chief Executive undertook to keep the Group up-to-date with any developments. e) Awards Review Following approval by the Board, it was noted that a sub-group was being created to undertake a comprehensive review of the awards programme structure and would meet on Thursday 30 July. 2 P a g e H o m e s f o r S c o t l a n d

3 4. Mortgage Credit Directive Update The Group noted the FCA factsheet for home builders which had been published the previous week. The Director of Policy highlighted that: (i) home builders who wished to either offer shared equity products or administer back books of non-exempt second charge loans would need to be authorised by the FCA following the coming into force of the Directive (21 March 2016). (ii) the factsheet states that back book loans which were previously exempt under the consumer credit regime will, however, remain as such. (iii) the current Help to Buy (Scotland) scheme is also exempt so members do not need to be authorised to participate in that scheme. Exemptions would also apply to any future Scottish Government shared equity scheme. (iv) a webinar was to be made available shortly by the FCA regarding the implications of the Directive for home builders. In terms of options for home builders with back books that would not be exempt, the FCA fact sheet notes that they could: (i) outsource administration to a third party with relevant FCA authorisation. (ii) write off loans and release charges. It was agreed that: ECN CB (i) if possible, a list of third party administrators should be compiled. (ii) Claire Boulton would speak with Paul Hilton to see if he could offer any advice on this. 5. Abellio Scotrail free rail pass initiative The Group heard from the Membership & Communications Manager regarding the Abellio Scotrail proposal. It was noted that the original briefing paper stated the proposal was for annual train passes but that it had since been clarified that the proposed funding was to cover monthly passes. Following discussion, it was agreed that, although annual passes would be preferred, new home owners, particularly first time buyers, would be appreciative of one month of free rail travel. 3 P a g e H o m e s f o r S c o t l a n d

4 It was suggested that the scheme be used in parallel with the Borders Railway launch to help gain as much PR for the scheme as possible. JK It was agreed that the Membership & Communications Manager would respond to Abellio outlining the Group s feedback and support, and firm up the details of the proposal. Any progress will be reported back to the Group. 6. Guest Speaker: Shirley McNabney, The Institute of Customer Service The Group welcomed Shirley who provided an update on the UK Customer Satisfaction Index and the Future of Customer Service in the lead up to Experienced Workers Project The Group considered the previously circulated paper and heard from the Policy Officer and Gill Hansen of West Central Staff regarding the proposed pilot scheme to recruit experienced workers into the industry. The Group noted: (a) the project timeline between August and December (b) the initial focus on the recruitment of ten sales negotiators across the central belt. (c) the five key areas of assessment: 1. Evidence of prior working 2. Evidence of prior sales roles 3. Knowledge of home building sector 4. Personal financial awareness 5. Prior financial advisory roles (e.g. banking, finance sector) (d) the four key areas of training: 1. CSCS: Health & Safety & Environment Test 2. SS+ Health & Safety Awareness 3. ILM Level 2: Effectively Selling to Customers 4. Consumer Code for Home Builders, and MBM ALL (e) that the Policy Officer was scheduled to discuss the finer details of the project on 31 July and would provide an update to the Group thereafter. (f) home builder members would be asked to indicate their willingness to support and participate in this scheme by agreeing to interview 4 P a g e H o m e s f o r S c o t l a n d

5 candidates post training. 8. Help to Buy (Scotland) Update The group heard from the Chief Executive with regards to the Help to Buy (Scotland) scheme. It was noted that: (i) the main scheme closed on 26 May (ii) the Small Developers scheme is still running, the use of which has accelerated rapidly in recent weeks, although it is still expected to run until December (iii) HFS is still pushing for an announcement on a replacement scheme but has been told by Ministers that a decision won t be announced until late November. It was agreed that: PH ECN (iv) the amount of overspend on the main scheme should be discovered. (v) the risk for completions scheduled in Feb/March under the scheme should also be investigated. 9. Consumer Code for Home Builders Update The Group heard from the Chief Executive regarding the Consumer Code for Home Builders. (a) Operational Review It was noted that: (i) there has been a dip in awareness of the Code by sales staff. (ii) there will be a consultation document being released in the next couple of weeks. (iii) the Group will be asked to provide feedback on the consultation. (iv) as part of the trading standards for the code, home builders will 5 P a g e H o m e s f o r S c o t l a n d

6 need to demonstrate that they are taking in to account the needs of vulnerable customers, whilst also defining vulnerable customer. and agreed that: HM (v) Harry McGeough would forward relevant documentation pertaining to the definition of vulnerable customer to the Chief Executive. (b) New training approach for sales staff The Group noted attachment 4 and in principle supported the approach that accreditation will be carried out through webinars. (c) Sales Reservation Agreements The Group noted attachment 5 and that builders would be asked to provide a blank copy of their Reservation Agreements. 10. Guest Speaker: Faisal Choudry, Savills The Group noted that Faisal Choudry would be rescheduled as a guest speaker at a future meeting. 11. Market Intelligence/comms review Attachments 6 and 7 were noted by the Group with attention also drawn to statistics published by ROS on 28 July relating to a 3.5% increase in average house prices for the first quarter of compared to the same period a year ago. Post meeting note - full details can be found here: data/assets/pdf_file/0020/22277/ros-statistical- Release-Apr-Jun15-Final pdf 12. AOB (i) Speakers It was noted that Professor Duncan McLennan has been confirmed as a speaker at the next CRTG meeting, (ii) HFS Real Time Market Data The Chief Executive raised the subject of the HFS Real Time Market Data and further heard from the Director of Policy in relation to ways in which this rich data could be used more widely to show market trends and support HFS discussions with the Scottish Government. 6 P a g e H o m e s f o r S c o t l a n d

7 PH The Chief Executive undertook to circulate a proposal to the member companies contributing seeking agreement on the matter. (iii) CRTG Survey The Membership & Communications Manager informed the Group that a CRTG member survey is currently being produced in order to encourage more regular attendance and help determine the best way forward for the Group. (iv) Landlord Organisation The Group heard from the Director of Policy that HFS has been approached by a landlord organisation, regarding Buy-to-let, and budget implications for members, as a result of changes to tax. The Group took the view that it was too early to tell the effect of these changes on their business/the market. 13. Date of next meeting The next meeting will take place on Wednesday 21 October 2015 at 1.30pm, at the Homes for Scotland office, Edinburgh (tea/coffee available from 1pm). KP 31/07/15 7 P a g e H o m e s f o r S c o t l a n d