Payment by results

By: Elizabeth O'Hara  Published: April 2012


This briefing considers payment by results in relation to housing advice. Shelter supports an approach to commissioning which emphasises the beneficial outcomes of housing advice services. However, with payment by results, commissioners would need to identify appropriate outcomes at the commencement of a contract. Careful consideration must be given to the period over which outcomes are measured and whether proxy outcomes might be appropriate.  

Commissioners need to be aware that particularly vulnerable clients and particularly urgent problems are more likely to be associated with face to face than telephone services. Furthermore, research shows that there are significant differences in outcomes achieved by telephone and face to face advice. It is essential for commissioners to understand how choice of delivery channels relates to outcomes.


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