Housing Quality Magazine May 2021

ISSUE 3: MAY 2021 Interview: NHF chief Kate Henderson Housing’s Next Generation: Top 20 announced Special pull-out: Evidence

Creating a safer future Highlighting some of the organisations that have taken positive steps to fix the building safety crisis HOUSING QUALITY MAGAZINE MAY 2021

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They’ve been very informative helping me with: food banks; applying for Universal Credit and housing benefit; finding another job; and accessing training to study for a English and Maths course.

Thanks for being my guardian angel, I don't think I would be here if I hadn't had support from the service, a brilliant support worker, who is always there.

They’ve supported me through a tough time, my support worker did a great job, calling when they said, always having time for me, always doing their best and never judging me.

CONTENTS 5 Welcome 6 News in brief 7 Housing by numbers 8 A life in 15 questions 10 In the frame 12 Evidence 18 Interview: Kate Henderson

May 2021

24 Housing’s Next Generation 28 Creating a safer future 34 Comment: Longhurst Group 36 Ombudsman Corner 38 A day in the life 39 Resident’s view 40 The last word

Published by: HQN Rockingham House St Maurice’s Road York YO31 7JA Editorial: Alistair McIntosh Mark Lawrence Janis Bright Email: mark.lawrence@hqnetwork.co.uk Tel: 07523 920010

28 Creating a safer future As housing continues to grapple with the building safety crisis, Mark Lawrence takes a look at some of the best practice within the sector.

Advertising: All enquiries to: ellie.salsbury@hqnetwork.co.uk Tel: 07542 860095 Design: Sam Wiggle Published six times a year. All rights reserved. Reproduction in whole or in part without written permission is strictly prohibited.

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The great balancing act

Top 20 revealed!

Evidence

The NHF CEO sits down to discuss the numerous challenges facing housing associations and how they’re tackling them head on.

We’re delighted to reveal the shortlisted 20 names for the Housing’s Next Generation competition 2021.

Keeping up with the latest policy impacting housing can be tough.

Evidence, from CaCHE and HSA, brings you up to speed.

EVIDENCE update The latest research and analysis – in plain English In this issue: 12 Welcome 12 Going Dutch: agreements to raise performance and legitimacy 13 Free to view resources 14 The UK’s housing expenditure plans

Issue 30 | May 2021

16 Bringing Ireland’s housing stock up to standard 16 Northern Ireland Housing Executive: a two-part future?

17 Inbetweener generation faces stark choices

Welcome The UK is reaching a better place in tackling the pandemic but how are we faring on housing issues?

In this edition we take a look at the UK’s housing expenditure plans.

In an excerpt from this year’s UK Housing Review, John Perry says Covid-19 has affected housing investment for years to come.

And that’s at a time when the need to decarbonise the stock is becoming ever more urgent.

We take a look at housing issues around Europe too. Sweden’s young people face serious difficulties in accessing any type of independent housing, new research finds. In Ireland there are moves to quantify the need to upgrade the housing stock. That country has some of the newest housing in Europe but that still leaves many homes with dangerous hazards.

In the Netherlands tenant organisations, local

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authorities and housing associations have been working jointly on performance agreements. Can tenants take their place at the table to influence what happens in their localities?

And finally, there are moves to settle the future of the Northern Ireland Housing Executive. The latest plans involve splitting the current organisation in two. But there will be big challenges in creating the new organisations necessary to both maintain the stock and create new housing.

We hope you find this edition of Evidence interesting and thought provoking. We’re always on the lookout for news of housing research projects so do get in touch if you have findings to share.

Janis Bright Editor, Evidence

Going Dutch: agreements to raise performance and legitimacy

Listen

HOUSING QUALITY MAGAZINE

A new paper examines the development of local performance agreements in social housing in the Netherlands.

Legislation from 2015 has required tripartite performance agreements between housing associations, local councils and tenant organisations. The idea was to boost tenant power and develop accountability in the sector toward

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HOUSING QUALITY MAGAZINE MAY 2021

local goals. The performance agreements can last from one to three years and must be renewed very regularly.

Under the legislation, housing associations must focus on their primary task of providing affordable housing for people on low incomes, with forprofit organisations providing for higher income groups. In the Netherlands, municipalities (local

MAY 2021

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Corporate Social Responsibility is a key focus for Aico; launching the ‘Aico in the Community’ initiative to help schools, colleges, charities and community organisations achieve their goals to help create safer communities and build sustainable futures. Aico does this through the core areas of Education, Business Enterprise, Volunteering, Charity and Environmental Impact.

www.aico.co.uk | 01691 664100 | enquiries@aico.co.uk

Inspections for cash? It might just work Finally we have a housing expert in the top job. No one knows more than Boris about the challenges of bringing ageing public sector homes up to modern day standards. I stand in awe of his pioneering work in personally defining and costing up Decent Homes Two. No one gave more.

In the past people worried tenants wanted gold taps. But the tenant of Number 10 went one better and opted for gold wallpaper. To be fair I’m not sure those new taps that spout out boiling hot, chilled and sparkling water at the touch of a button are available in gold. So the Aurelian wallpaper isn’t such a bad option all things considered.

Make sure you put that in your void standard. I’m pretty sure the new inspectors will be looking out for it on their spot checks.

Whilst we’re having fun with this, Boris does make serious points about housing. In his foreword to the Charter he speaks of the despair of a family suffering from damp in a council home he met as a cub reporter in the 80s. Step forward to today and ITV News is still covering this problem while our Ombudsman seeks out the facts.

The truth is that there is a big gap between the costs of the work we ought to do to fix homes and the money we have in the kitty. So we do need Boris to help.

One of his predecessors faced a similar crisis and went a long way to solving it. What did Tony Blair do?

For a kick off he didn’t trust some of the landlords at the time one bit. That’s why he went for the carrot and the stick approach. If you wanted the money he’d send in inspectors to test you. When you passed muster to

prove you could use the money well then, and only then, a council would get the cash.

Should we go down this road again? Do we set up a special fund for safety, catch up works, regeneration and decarbonisation? OK we can all agree on that.

But should we use inspection as the qualifying mechanism?

The case against is easy to make. Won’t it lead to delays and a post code lottery? Unfortunately the case for is also pretty easy to advance too. Take a look at all the lousy blocks some have bought with cheap money in recent years. As they say a fool and his money are soon parted.

For me there is little point in setting up an inspectorate to name and shame (or indeed praise).

Just like Marx’s famous quote, there is no value in the inspectors interpreting the world, they must change it.

During lockdown tenants have strained every sinew to pay their rent. Some of our members have even seen arrears fall, despite the eviction ban. Staff have stepped up to the mark too. Read the story about the round the clock diligence of Samuel Adjei, a surveyor at Mount Green, in this issue. I can’t wait to get out and meet people like him again.

Let’s use the new inspectors to give our people the money they need to get the job done. And not waste a penny.

Alistair McIntosh, Chief Executive, HQN

HOUSING QUALITY MAGAZINE MAY 2021

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News in brief Return of the merger?

Goodbye housing market

After what seemed like a steady flow, the past month has seen four mergers/swallowings as housing providers look toward the future.

Just a month or so ago, the Regulator of Social Housing warned against merging for the sake of it, although it did predict that there would be more.

In our interview with Kate Henderson (page 18), she speaks of the immense pressure that housing associations are under, with fire safety, decarbonisation and building new homes just three of the major challenges causing headaches in executive meetings.

But as we’ve seen with some mergers, not all problems are solved.

And in the Social Housing White Paper, the importance of a good relationship with residents and in communities was hailed as being a key aspect of how the government sees the future of social housing providers moving forward.

The challenge for some of these organisations that are growing and going from regional to national, is ensuring that the people on the ground are just as committed to their places as they always have been, and that decisions made above their head allow them to keep those relationships with tenants and communities.

It looks as if large parts of the housing market will soon be going down the drain, thanks to the government’s latest actions over building safety.

Flats have become virtually unsellable, and large chunks of property in cities around the country are now bankrupting the people inside them. Not to mention the inexcusable fact they’re potentially death traps.

But government could’ve stumped up the money and paid for this to go away. It could’ve been bold and shown people that it cares. For a fraction of the price going towards some of the dodgy PPE contracts and Boris Johnson’s renovation, they could’ve remediated plenty of blocks in the country.

And the recent Fire Safety Bill, which went through Parliament after massive opposition from even those within the Conservative Party, was the final chance for government to change its ways.

But, unfortunately, it didn’t happen and instead it lobbied against protecting leaseholders from building safety costs,

meaning the country is stuck in the situation it is now: leaseholders trapped, facing bankruptcy, depression and, potentially, death.

Meanwhile, developers are (in a lot of cases) seemingly allowed to go about their business care free, with no repercussions for their actions.

Leaseholders and campaigners have long called for government to step in more than it currently does, as well as provide solutions to many of the issues. It’s now up to government to show it really cares.

Watch HQN TV for a weekly roundup of the housing news

Moulding the future The persistence of ITV News’ coverage of bad housing has made some housing providers sit up and take notice.

The Housing Ombudsman has also launched its own investigation into these issues, with damp and mould taking up much of its time.

So surely now’s the time for

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housing providers who are allowing these issues to hamper the lives of tenants to change course and ensure that this is stamped out. The social housing sector is only as good as its worst providers, and the media will delight in highlighting these cases for as long as they continue.

00

39%

5.5m

of private renters say they’ve been forced to live in dangerous or unhealthy conditions (Shelter)

second homes in the UK (Intergenerational Foundation)

4 years is the average time a person with insecure immigration status spends destitute in Greater Manchester (Migrant Fund GM)

Housing by bn £9.2 numbers

£300m

given out by the Green Homes Grant before it ended. It was supposed to be a £2bn programme

£

83% increase in the number of housing association tenants in England claiming Universal Credit from June 2019 to September 2020 (NHF)

£9.2bn is how much the Northern Ireland Housing Executive believes it needs to invest to bring its homes up to modern energy standards (NIHE)

(BEIS)

£300m

300,000 268,385 homes owned by the new Greener Futures Partnership

long-term vacant homes in England, a 19% increase from the previous year (Action on Empty Homes)

HOUSING QUALITY MAGAZINE MAY 2021

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A life in 15 questions Heather Ashton Thirteen Group’s Executive Director of Business Change and Improvement reveals her financial background, her proudest moments and what she would spend £1 million on.

1. Tell us about your career and how you ended up in your current role.

Gosh, now there’s a long story!

I graduated with a humanities degree and no real sense of what to do next but landed a role in the accounts team of a travel company.

Having relocated to the North East, I worked first in manufacturing and then in retail but realised I wanted to work in a sector that made a real difference and found myself in housing, which I loved then and still do now.

I had a brief period as finance director for Teesside University, but have now been back in the housing sector for the last ten years, working at Thirteen Housing Group. Throughout my career I have largely worked in a financial role, but love working on projects and just getting stuff done, so my most recent move to Exec Director of Business Change and Improvement suits me right down to the ground.

2. Describe yourself in three words Compassionate, honest, enquiring (nosey) 3. What would you change about yourself?

Right now, it’d have to be my weight – because lockdown has, sadly, had an impact.

4. Describe your home A very happy place. It’s somewhere to relax and be me.

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5. Favourite place on earth?

Mawgan Porth beach in Cornwall.

We found this spot over 15 years ago and return every year – no mobile signal, a family-run pub and beautiful sunsets, bliss.

6. What makes you angry?

Two things really stand out for me: lies and deception.

7. Most treasured possession The Babygro first worn by both of my baby boys. It lives in my bedside drawer and I occasionally take a look at it to remind me how small and precious they were. They are still very precious of course, but they’re both leading their own successful grown-up lives now – and they both tower over me!

8. Biggest achievement?

Finally qualifying as an accountant, with first time passes whilst working away during the week and with two young children. That’s a time I’m really proud of.

9. Biggest regret?

Not qualifying sooner – but then again, I lived a good life, met my husband and had my two sons, so how can I regret all that?

10. Best piece of advice you’ve ever been given?

This was from my dad when I was about to accept a job in London. I was desperate to move there to be near my friend from university and I loved spending the weekends there.

However, my dad very sensibly suggested I should take time to reflect before jumping ahead and to consider what it’d be like to live there all the time. He was right – and I have no regrets that I stayed in the north.

11. If you won £1 million on the Lottery, what would you spend it on?

I would pay off the rest of the mortgage and do the same for my sons (I couldn’t have done that if we were living in the south) and then spend the rest on a very long break in Australia and New Zealand.

12. Most overused phrase?

‘It is what it is’.

13. Recommend a book I’m not a huge reader to be honest, but loved Room.

14. The best piece of television in the last 12 months?

Gogglebox – it just entertains me every single time!

15. Tell us a secret about yourself I don’t have any – I share too much, just ask any of my friends and colleagues!

HOUSING QUALITY MAGAZINE MAY 2021

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In the frame

 Fighting talk Onward Homes

 Fashion fiesta Homes in Haringey

The housing association has partnered with former boxer Anthony Crolla in a new initiative aiming to get teens at risk of being involved in criminal activity into the ring and out of trouble.

As part of their International Women’s Day celebrations, the ALMO promoted the story of resident Yasmin, who set up Undiscovered LDN, a fashion show for those normally out of the limelight.

 Hedgehog highway Beyond Housing

 Triumphant together Calico Homes

The housing association has teamed up with local wildlife experts to create a ‘hedgehog highway’ through its new development.

A year on since joining the Burnley Together group, the housing association has been part of the group that’s helped 17,000 people over the course of the year.

 Kids Klub Arches Housing  Busy bees Newcastle City Council The North East council has taken positive steps to encourage wildlife in the city, with new methods of ensuring wild flowers and biodiversity can flourish.

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The housing association has partnered with Endeavour to create the Community Ambassador Project, allowing children to improve their local community.

 Community cooks Clarion Housing Hackney School of Food were the winners of the William Sutton Award for Social Innovation. The awards, run by Clarion Housing, reward local groups making a different in their communities.

 Mum’s the word Hightown Housing

 Literature lift Islington Council

The organisation’s Mother and Baby Service helps mum’s under 30 get the support and guidance they need, as well as help in finding permanent accommodation.

The council has donated book boxes to community groups, each containing over 100 new children’s books, as they combat the lack of access to new books during the pandemic.

 Fundraising footsteps Halton Housing Staff completed a virtual walk from Halton in Cheshire to Halton in New South Wales Australia, culminating in a charitable donation of £5,000 to local hospice Halton Haven.

If you’d like to be featured In the Frame, please email your pictures to mark.lawrence@ hqnetwork.co.uk

HOUSING QUALITY MAGAZINE MAY 2021

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EVIDENCE update The latest research and analysis – in plain English In this issue: 12 Welcome 12 Going Dutch: Agreements to raise performance and legitimacy 13 Free to view resources 14 The UK’s housing expenditure plans

Issue 30 | May 2021

16 Bringing Ireland’s housing stock up to standard 16 Northern Ireland Housing Executive: A two-part future?

17 Inbetweener generation faces stark choices

Welcome The UK is reaching a better place in tackling the pandemic, but how are we faring on housing issues?

In this edition we take a look at the UK’s housing expenditure plans.

In an excerpt from this year’s UK Housing Review, John Perry says Covid-19 has affected housing investment for years to come.

And that’s at a time when the need to decarbonise the stock is becoming ever more urgent.

We take a look at housing issues around Europe, too. Sweden’s young people face serious difficulties in accessing any type of independent housing, new research finds. In Ireland there are moves to quantify the need to upgrade the housing stock. That country has some of the newest housing in Europe but that still leaves many homes with dangerous hazards.

In the Netherlands, tenant organisations, local

authorities and housing associations have been working jointly on performance agreements. Can tenants take their place at the table to influence what happens in their localities?

And finally, there are moves to settle the future of the Northern Ireland Housing Executive. The latest plans involve splitting the current organisation in two. But there will be big challenges in creating the new organisations necessary to both maintain the stock and create new housing.

We hope you find this edition of Evidence interesting and thought provoking. We’re always on the lookout for news of housing research projects so do get in touch if you have findings to share.

Janis Bright Editor, Evidence

Going Dutch: Agreements to raise performance and legitimacy A new paper examines the development of local performance agreements in social housing in the Netherlands.

Legislation from 2015 has required tripartite performance agreements between housing associations, local councils and tenant organisations. The idea was to boost tenant power and develop accountability in the sector toward

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local goals. The performance agreements can last from one to three years and must be renewed very regularly.

Under the legislation, housing associations must focus on their primary task of providing affordable housing for people on low incomes, with forprofit organisations providing for higher income groups. In the Netherlands, municipalities (local

councils) are funders of social housing, and performance agreements allow for financial rewards. Penalties can also be applied in the form of withdrawal of funding.

The performance agreements are intended to encourage development of local social housing policies and shared goals.

But the paper finds that unequal relationships of skills and power can make this difficult. Tenant organisations in particular report that they find it difficult to play a full role in the decision making because they are voluntary and may lack time and skills, whereas the housing associations send professionals. Nevertheless, the number of agreements signed by tenant organisations has risen sharply.

For housing associations, the locally-based nature of the agreements can bring difficulties.

Many operate in a number of local authority areas, and must make their investment decisions

according to business needs. But this can cut across what the authorities and tenants want. In addition, local councils cannot simply demand what they want, as housing associations are independent bodies. So the relationship must be nuanced.

The writers found that of all the potential advantages and pitfalls, a cooperative relationship among the three stakeholders is the most important factor for success. Agreements in smaller local authority areas fared best, they found. However, many of those involved are calling for multi-year agreements as the process of annual renewal is too intensive.

Performance agreements to ensure societal legitimacy in the social housing sector; an embedded case study of implementation in the Netherlands, S G J Plettenburg, T Hoppe, H M H van der Heijden & M G Elsinga, Journal of Housing and the Built Environment https://bit.ly/2QhYldp

Free to view resources Academic publishers Emerald are offering free to access resources on mental health, social inclusion and loneliness in these times of Covid-19. The content includes papers, blogs, videos and podcasts.

There’s a paper on understanding the psychological drivers of loneliness among older people, a video on ‘cabin fever’ and surviving lockdown, and another one on employees’ mental health, among various items on the website.

Go to https://bit.ly/3x7ABcx HOUSING QUALITY MAGAZINE MAY 2021

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The UK’s housing expenditure plans As well as disrupting housebuilding over the course of last year, the Covid-19 pandemic also affected housing investment plans for future years, writes John Perry in this extract from the latest UK Housing Review.

Responses to the pandemic may have been influential in the Westminster government’s decision to make a modest increase in investment from 2021/22 onwards, while they certainly delayed investment decisions in Scotland, Wales and Northern Ireland because of uncertainty about future levels of resources that the devolved governments would receive from Whitehall.

Hopes of a ‘green recovery’ or of affordable housing investment being a tool to boost the economy were only partially fulfilled, despite representations that the social sector should have a lead role in the government’s decarbonisation drive.

Factors affecting social housing investment across the UK During April-September 2020 at least 7,600 fewer affordable homes were built than would have been expected by comparison with the previous year.

While in England the Johnson government’s increased programme gives fresh priority to low-cost homeownership, in the other three administrations it seems likely that the focus on delivering social rented homes will continue.

There will be hangover effects from the pandemic at least into 2021/22, making any judgements about progress harder to reach than in normal conditions. The various targets set for housebuilding and for new affordable housing investment have been affected in several different ways. First came disruptions to construction activity when work stopped on site or proceeded more slowly; repairs backlogs also developed. Second, a near-halt in housing market activity hit sales of open-market and low-cost homeownership units, reducing the cross-subsidy available for rented housing. In England, for example, by the end of September there were just over 10,000 unsold properties, slightly fewer than in the previous quarter but with more than half of these standing unsold for at least six months.1

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More broadly, a third factor has been the effects on landlords’ income of increased rent arrears, on which there are conflicting reports. HouseMark’s forecast is that social sector arrears could be onethird higher across the UK by the end of 2020/21 than they were at the start of the pandemic.

Yet local authorities in England are forecasting arrears of less than 2% of their rent roll, while in Scotland council arrears exceed 8%, around twice as high as those for Scottish associations.2 Local authority housing revenue accounts appear to be robust compared with the critical state of many councils’ general funds, but there are concerns about knock-on effects if extra costs are pushed onto HRAs, and more widely that councillors might become extra cautious about making housing investment plans.

Fourth, rent levels are constrained by tenants’ reduced ability to pay, while many landlords also have higher management costs from providing extra support to tenants during the pandemic.

In both England and Wales rent levels are fixed against CPI inflation for a further four years. In Scotland rent increases have typically exceeded inflation, but there are indications that social landlords might exercise restraint in 2021/22. In Northern Ireland, the Housing Executive’s rent levels remain pegged at low levels.

Yet despite these constraints, social landlords are taking on more debt. Social housing providers in England are planning “a historically high level” of new debt over the next five years according to the Regulator of Social Housing, which it said is “underpinned by assumed continued low interest rates in forecasts”. While for the time being rates seem set to stay low, this is by no means certain in the medium to longer term.

Apart from pressure to deliver new-build programmes, all landlords face the high costs of decarbonising their stock over the next 30 years, and shorter-term pressures to tackle building safety issues, with some of the landlords most affected also being those expected to contribute strongly to new build targets. Costs of construction and of land are also increasing in real terms, with the impact of Brexit on these and other cost factors still uncertain. In England, additional uncertainty has been created by proposed changes to the planning system and by the effects of new conditions on government grant (see below).

In summary, while there may be hopes that

social housing investment will increase across the UK from April 2021, backed by modest increases in grant programmes, social landlords face more than the usual level of constraints and countervailing pressures in aiming to meet these higher expectations.

Comparisons of government support affordable and for private market housing

for

The pie chart shows all forms of government support for new housing investment in England.

The chart excludes support for investment in the existing stock, such as Disabled Facilities Grants or the new Green Homes Grant.

How has the balance of support changed? As it happens, 2020/21 was the final year for several budget headings that supported both affordable and private market investment, and only a limited number of new ones were introduced in the 2020 Spending Review. The changed timeframe, looking strictly at the four years to 2024/25, also affects the balance. The outcome now is that broadly 46% of government support is aimed at delivering affordable housing in England, a significant increase on the 25% recorded in the 2020 Review. However, much of this will now be aimed at promoting low-cost homeownership rather than provision of homes at genuinely affordable rents.

The government’s main current support for affordable housing is through the various editions

of the Affordable Homes Programme. During 2020, a new AHP was announced for the period 2021-26 to succeed the Shared Ownership and Affordable Homes Programme (SOAHP) 2016-21, due to end in March 2021. A government claim that the new programme represents the biggest investment level for a decade is correct, although should be caveated because: The programme includes an unspent £700m from the previous SOAHP, so the ‘new money’ is in reality £11.5bn Of this, £2bn in funding from 2021/22 had already been announced by the then prime minister in Autumn 2018, effectively representing a ‘down payment’ on the new programme £400m of the new money arises from a promise made in 2018 to restore this amount which was ‘borrowed’ from the SOAHP to pay for emergency works after the Grenfell Tower fire.

Also, investment levels at the end of the Labour government’s National Affordable Homes Programme were higher, and in real terms considerably higher.

• • •

Notes and references 1 Regulator of Social Housing (2020) Quarterly survey for Q2: July to September 2020. London: RSH. 2 HouseMark (2021) COVID-19 Impact Monitoring: January 2021. Coventry: HouseMark; MHCLG Local authority COVID-19 financial impact monitoring (https:// bit.ly/2QAwZPB): Scottish Housing Regulator Covid-19 monitoring reports (https://bit.ly/3eil010).

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Bringing Ireland’s housing stock up to standard Ireland has fewer homes in poor condition than many European countries, a new study finds.

The study for the BRE Trust estimates about 8% of the stock holds serious dangers for its occupants, compared with 11% in England and 18% in Wales. The authors suggest this could be because Ireland has some of the most modern housing in Europe: more than half of the 2 million homes have been built since 1981.

That said, there are still serious hazards in the stock, most commonly those relating to cold and home accidents, particularly falls. Leaving the hazards unrectified is estimated to be costing

health and care services €1.25bn a year.

The authors say many problems would be relatively low cost to rectify, with one estimate at an average of €4,700. They argue that improving poor housing has multiple benefits, beyond those that just relate to the health of occupants: “These include reduced energy costs and carbon emissions, higher residual asset values, and local job creation opportunities.”

The cost of poor housing in Ireland https://bit. ly/3uZDhHe

Northern Ireland Housing Executive: A two-part future?

John Perry Structural funding problems have constrained the NIHE’s ability to meet required investment in its stock of 85,000 dwellings, estimated in 2018 to be £7.1bn over 30 years, and now likely to be higher still.

In December, the first steps were taken to resolve the difficulties with the announcement that the Department for Communities would explore plans to formally split the NIHE in two.

Under this model, part would remain in the public sector, but the major landlord role and the

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ownership of the stock would move into a new, non-public body, with the then communities minister noting her preference for a co-operative or mutual model. However, in March, returning communities minister Deirdre Hargey said all options would be explored.

The initial announcement raises several questions in its turn.

First, the creation of mutuals in England and Wales, such as Rochdale Boroughwide Housing or Merthyr Valleys Homes, required strong tenant support and a positive ballot result. Experience has shown that tenant support may be difficult to achieve. For example, tenants in Glasgow (85,000

units) voted 58% in favour of transfer, while those in Birmingham (90,000) only voted 33% in favour and the proposal fell.

Second, before matters reach this stage, there are important financial questions to address.

What rents will be assumed over the next 30 years, and will this be acceptable to tenants? And what will be the freshly-assessed requirement for work to bring the stock up to a high standard, including decarbonisation? It seems likely that the new organisation would need a substantial dowry payment, possibly staged over time as happened in Wales. Will the Northern Ireland Executive be able to accommodate this within its budget or will

it require Treasury help?

Third, the Northern Ireland Assembly would presumably want some constraints on the new body, so that it stays within or close to its remit.

The idea of a ‘golden share’ has been mooted, which may well be feasible, but is bound to raise issues about what degree of future influence will be acceptable if the new body is to stay outside public sector borrowing controls for accounting purposes.

The full version of this item is in the latest UK Housing Review

Inbetweener generation faces stark choices Research with young people in a low-income neighbourhood of Malmö, Sweden, finds they are increasingly excluded from housing.

Malmö University researcher Martin Grander interviewed a number of young people. Most of them were in insecure housing, either via illegal second-hand rent contracts, or involuntarily living with family and friends.

Swedish policy is to even out the attractiveness and cost of all tenures, so that owning and renting

JOIN NOW! The Housing Studies Association (HSA) is a UK-wide membership organisation which brings together researchers, practitioners and professionals to promote the study of housing. HSA runs a programme of events including our annual conference and our public lecture on housingrelated themes. The Association also offers: • Events grant scheme enabling members to disseminate and discuss their work, • Seminar Series grant competition

are not so sharply different as in the UK. But that ideal is often not lived up to. Young people in Sweden without resources find themselves shut out of both the owning and rental markets.

Private landlords pick and choose their tenants, favouring those with secure incomes.

Some young people were forced to take sublets at very high cost, in very poor quality housing owned by ‘slumlords’. These landlords often neglect their property, relying on rising values and increasing rents.

The consequences for ‘inbetweener’ young people can be serious. Some said they couldn’t ‘get on with their lives’ and were stuck, unable to reach full adulthood and independence. Physical and mental health were affected, especially among those sofa-surfing. “They become stigmatized, anxious about their future and increasingly lose out on opportunities for future education and work,” says Grander.

The inbetweeners of the housing markets – young adults facing housing inequality in Malmö, Sweden https://bit.ly/3gqyWsy

• Conference bursaries to early career and/or nonwaged housing researchers and practitioners • The prestigious annual Valerie Karn prize for best paper by an early career housing researcher.

Become a member from just £25 a year and access these benefits plus reduced rates to our events.

See www.housing-studies-association.org Follow us on twitter @HSA_UK.

Evidence newsletter editor: Dr Janis Bright www.hqnetwork.co.uk email: evidence@hqnetwork.co.uk  follow us on twitter @hqn_news

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THE GREAT BALANCING ACT After a year like no other, Mark Lawrence catches up with Kate Henderson, National Housing Federation CEO, about how housing associations have survived the pandemic, and looks ahead to the various other challenges they’re facing.

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Decarbonisation, building safety, the Social Housing White Paper – just a few of the challenges facing the social housing sector.

Add the Covid-19 pandemic into the mix and it starts to look like an almost impossible task.

But that’s what housing associations are battling now – and, in most cases, showing their strength by dealing head on with the problems at hand.

Kate Henderson has been the Chief Executive at the National Housing Federation since 2018, taking over after a spell at the Town and Country Planning Association where she’d worked her way up to become CEO. Despite coming into the role facing numerous challenges, the past year has amplified and exacerbated things tenfold.

But how has Henderson found the response of housing associations? She calls the work of the sector “phenomenal” and says she’s been “completely bowled over” by the actions of staff who’ve gone above and beyond.

Henderson adds: “I think that when the pandemic hit, housing associations really prioritised their activities on keeping residents safe, supporting residents through the economic impact, ensuring residents

“What the sector has done throughout the pandemic is that they have kept vital services running, including care and support schemes to provide care for residents but also alleviate vital pressure on the NHS” have advice on benefits and how to claim them.

“We’ve seen housing associations undertake hundreds of thousands of welfare calls. We’ve seen support for food shopping and other supplies, plus other regular calls to prevent loneliness. I think this will continue.

“It’s really strengthened the relationship between housing association staff and residents. What the sector has done throughout the pandemic is keep vital services running, including care and support schemes to provide care for residents but also alleviate vital pressure on the NHS.” And this great work has caught the eye of ministers in government, too, with both the secretary of state and housing minister singling them out for praise.

But Henderson believes this has also had another hugely beneficial impact.

“We’ve worked really closely with MHCLG and there’s a recognition now of the importance of supported housing in keeping people well during the pandemic – and that greater understanding of supported housing has been seen in the new Affordable Homes Programme. 10% of that money is to go towards building more supported housing.”

After the rough ride that supported housing has had over the past ten years, the sector will be hoping that this newfound recognition of the tenure will be maintained.

We’ve heard many stories about staff and residents’ experiences during the pandemic and how different people have fared. But how has Henderson found it?

She speaks of the joys of home schooling, as so many parents will relate, but also about how working with housing associations over the past 12 months has felt “fulfilling”.

Henderson expands: “It’s been a very challenging year for everybody, but what’s really clear from the past 12 months is the HOUSING QUALITY MAGAZINE MAY 2021

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strength of the social purpose in the sector previously announced, such as the Building and how the relationship between social Safety Fund, critics say it doesn’t go far landlords and their residents is far more enough. than just a transaction.

And for Henderson, the lack of funding for “It’s so different to private landlords and social housing providers worries her. private housebuilders in that the relationship “Our real concern is the impact that is long term and one that has compassion building costs are going to have on social and kindness at its heart. housing landlords and all residents. We “What the pandemic has done is really don’t think that leaseholders should have to shine a spotlight on the importance of a pay for a failure of building safety measures safe, secure, affordable home. Our homes and materials. have been our places of work, childcare, and “Neither do we think that not-for-profit for many of us our sanctuary. charitable landlords and social residents “But for others they should have to pay. We’re haven’t had that space concerned that if there “What the pandemic or that environment isn’t money available for has done is really shine that’s made them feel social landlords, that, a spotlight on the safe and well. unfortunately, money importance of a safe, “It’s reinforced for landlords receive in me the need to build secure affordable home. social rent will have many more social to be diverted away Our homes have been homes so that those from other planned our places of work, who aren’t in suitable investments in existing accommodation, not homes or building new childcare and for many secure and not safe, affordable homes, and of us our sanctuary” ensure they’ve the into remediation. foundations of social “There are very real housing that’s a much better place to be consequences, and we’re having those if you’ve a lower income. The pandemic discussions with government. has reinforced the need for more social “Investing in building safety is nonhousing.” negotiable and we have to ensure all Henderson reiterates the calls from before buildings are safe. Unless government the pandemic that 90,000 new social homes provides money for the social housing are needed each year, as set out in research sector, that money will have to come from with various other housing bodies last year, other places. but says the nod to social housing within the “It’s absolutely right that we’re talking Affordable Homes Programme is a welcome about protecting leaseholders but there step forward. needs to be a focus on supporting social And as the country eases out of lockdown, tenants, too.” social homes are not the only thing that will And if the financial burden need to be looked at. of the building safety crisis The issues around building safety and wasn’t enough, the world decarbonisation are just two of the huge issues facing the sector, with little progress made on either.

Last month, the National Housing Federation revealed a poll showing that 74% of MPs backed government paying for the full costs of building safety. While several funds have been

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“Investing in building safety is non-negotiable and we have to ensure all buildings are safe.

Unless government provides money for the social housing sector, that money will have to come from other places”

Off the back of the publication, the NHF created the Together with Tenants initiative, which has now amassed over 100 members and is seeking to put policies in place to address the balance of power in the sector.

Henderson explains: “At the heart of that work in Together with Tenants is a culture change around accountability and transparency. A lot of that work is reflected in the White Paper.

“Our message to housing associations is don’t wait for the regulation. Let’s be the change ourselves and let’s get on and do this. We’re already seeing that.

“I feel that’s really positive and really exciting. It’s so important. Residents are at the heart of what we do and who we are as a sector.

“Measuring the success shouldn’t be a tick box exercise and shouldn’t be just a resident satisfaction survey. It’s being able to clearly see that residents have been involved in decision making.

“It’s being able to sit around a housing association board room and see board members really understand the resident experience.

is also dealing with the climate emergency.

And while Henderson notes that the sector has a “real determination and ambition” to tackle the issue, she’s realistic about the challenge ahead.

Part of the way the Fed is helping in this regard is through the creation of a new road map to net zero by 2050.

Henderson explains the programme: “The project will look at defining what net zero means for the sector. We’ll estimate the sector’s carbon footprint and look at the challenges housing associations face in cutting emissions and the possible solutions.

“We’re also going to look at costs and some of the funding solutions to those costs. Ultimately, we are going to deliver a road map to net zero in 2050.

“We’re going to draw on a very strong evidence base. There’s a lot of work already going on in “Our message to housing associations is the sector and associations don’t wait for the regulation; let’s be the exploring the same issues, so change ourselves and let’s get on and do we’re going to draw on all of that this. We are already seeing that” and the good practice, where it exists.”

And the net zero targets are something that may tie in with a new Decent “It’s about a culture within housing Homes standard, pitched as part of the associations that when things go wrong, Social Housing White Paper. they’re put right and it’s a non-defensive But the White Paper, also dubbed the process. It’s about learning and improving Charter for Social Residents, draws on many so that residents have the best possible other themes that housing associations are experience of their landlord.” currently grappling, from governance to And so, as the country eases out of safety. lockdown, housing associations will be keen to play a key role in getting the country back on its feet. But not just in terms of investment and construction – housing associations acting as anchor institutions will play a massive role in helping communities that have been adversely impacted mitigate some of those worse side effects.

But Henderson is confident they’re up for the challenge. And if housing associations can continue to make the case to government and show their worth, there’s a chance to influence and change.

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ADVERTORIAL

No home slips through the cracks In January 2020, the cost of repairs to housing providers was estimated to be £250m per year and that number is set to rise drastically. There is no mandate for trading off cost savings against the safety of homes but streamlining responsive repairs and pre-meditating others may mitigate these costs.

Tools used by housing providers should assist them in responding quickly to emergency repairs and support them in forward planning for refurbishments and replacements to ensure each home is safety compliant.

One function of repairs and maintenance management “Responsive repairs are expensive software can be to flag historical safety compliance data about because housing providers need to each home, storing details of safety checks around issues, such react within 24 hours. Whereas, if you can plan it, do it all properly, as fire, gas or legionella. replace all the windows or replace Innovative systems should pre-emptively warn officers and operatives well in advance of works needing to be undertaken the roof or whatever it happens to and schedule those jobs into everyday workflow. be before anything goes wrong, Adopted repairs software can automate the process of then you’re going to save a fortune.”

Colin Judd, Solutions Architect, identifying and tracking all smoke alarms in homes and communal areas. This can establish that each appliance’s date of replacement MRI Software is alarmed, ensuring repairs operatives can drive consistent safety standards.

When elements of the Charter kick in (possibly in 2023), all housing providers will be expected to nominate the individual responsible for complying with health and safety requirements. For that official nominee, having immediate access to comprehensive reports of repairs undertaken in each home will be essential, alongside information that allows housing providers to pre-emptively improve homes and present comprehensive plans to the regulator, residents and investors.

Easy wins for efficiency: Stock control Tight van stock management assists housing providers with one of their key performance indicators: ‘first time fix’. If van stock is poor, then a fix will rarely happen on the first visit. The knock-on effects of this are lengthy jobs, added fuel costs and dissatisfied residents. To achieve efficiencies, a chosen system should have the capacity to record depleted van stocks in real-time, and reorder and cost the materials.

Keeping residents informed Throughout the repairs journey, it is important residents are kept informed about the progress of a job – and that this communication happens via their chosen channels. Residents should be empowered to book and track a repair with the same ease we’ve all come to expect from delivery or transport services.

Collecting resident feedback across the repairs journey is crucial. The ability to alert officers to a negative experience of a repair can highlight that a job was not satisfactory, or that a home is still potentially unsafe.

This instant feedback can ensure providers respond proactively, getting to the bottom of any resident dissatisfaction before it elevates to a complaint.

No home slips through the cracks No resident should be living in an unsafe home and digital transformation will be central to ensuring this is so. Increasing the efficiency of repairs and maintenance to deliver safe and decent homes can also be a source of cost savings in an increasingly challenging environment. For organisations to fulfil their duty to their residents, gaining access to greater business intelligence and implementing mandatory safety checks and upgrades into daily workflow will be essential. The opportunities to automate the many moving parts will ensure no home slips through the cracks and that residents continue to live in safe and secure homes.

HOUSING QUALITY MAGAZINE MAY 2021

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Sponsored by

Back for its second year, our Housing’s Next Generation competition attracted entries from all over the sector – from housing associations and local authorities, to supply chain partners and housing tech start-ups.

The 20 we’ve shortlisted for the first round were exceptional, as were many others, and we look forward to seeing them deliver during the competition. It was an extremely tough process to get the number of entries down to 20.

But what all the entries had in common was their passion for making the sector a better place.

Every young person nominated should be extremely proud of what they’ve achieved to be recognised by their line managers and executive teams. We will shortly be revealing something very special with all of them, which we cannot wait for.

The 20 on the next couple of pages are our initial cohort for this year.

They’ve now been set their first challenge in the form of a blog, answering one of several questions put to them by Alistair McIntosh, HQN CEO, and our sponsors, NFS. The judges will meet for the first time at the end of this month to pick ten of the candidates who impressed them the most and to make the semi-final.

The semi-final will be a presentation of five minutes centred around one idea they believe could change the sector for the better. It could be anything from a new initiative, a culture change, or a change in approach.

Please see the full list of the 20 below.

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Hannah Green Lived Experience Specialist Centre for Homelessness Impact Megan Owen Graduate Surveyor CHP Mark Osborne Project Delivery Manager Guinness Partnership Robyn Allen Housing Services Manager Sovereign Hannah Smith Sustainability Project Manager Kensington & Chelsea Council

Michael Hough Safety, Health, and Environmental Support Officer Wolverhampton Homes

Louise O’Connell Housing Management Graduate Places for People Ellie Rawden Environmental Coordinator Thirteen Group

James White Visiting Officer Wolverhampton Homes Eleanor Edgar Temporary Accommodation Scheme Manager Stockport Homes

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Jude Cooney Transformation Facilitator & Futures Frontiers Lead Futures Housing Megan Smiley Housing and Resident Engagement Officer Sapphire Independent Housing Maya Parfett Trainee Housing Officer LiveWest Hugo Drummond Reward Advisor Guinness Partnership

Melissa Hart Gas apprentice whg Shona Matson Wellbeing Project Officer Optivo Britney Wooton Trainee Development Manager whg Tanisha Rigby Customer Involvement Officer First Choice Homes Oldham

Jacob Coward Procurement Assistant One Housing Holly Caulkett Tenancy Support Officer Soha Housing

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FUZZLAB VIRTUAL AGENTS FOR SOCIAL HOUSING

Tenant self-service for Repairs booking Rent management Maintaining contact details ASB reporting General enquiries and more ...

CREATING A SAFER FUTURE In the months after the fire at Grenfell Tower, politicians and sector leaders vowed that it would never be allowed to happen again. However, in some places, there’s the very real possibility that the sector is sleepwalking into the next tragedy. But, as Mark Lawrence explains, not all hope is lost.

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N

ext month, it’ll have been four years funding not forthcoming. since the fire at Grenfell Tower And some housing providers have already claimed the lives of 72 adults and taken that stand. children. It was a massive wake-up call for One organisation that’s taken a strong the sector and something that many will approach is Thirteen Group in the North East never forget when they turned on their TVs of England, where they’ve recruited former that morning. fire service personnel to bolster their efforts As the Grenfell Inquiry continues to on building safety. uncover more about the immense failings Thirteen’s executive director of assets, Paul that led to the fire, many providers have Jenkins, explains why the organisation took taken it upon themselves to start remedial the route it did: “We’re fortunate that we works and get a proper handle on safety in a have two fire risk specialists who have both way they never did before. served 30 years with the local fire brigade, No one wants to be the next Kensington and this compliments other technical and Chelsea TMO. So, while the sector knows it has a long way to go before it’s where “We believe that having a team, it needs to be on safety, where are which has both fire expertise and the success stories? And how can technical knowledge, is a winning we learn from them?

Speaking to residents from combination that ensures campaigning groups such as End we keep customers as safe as Our Cladding Scandal and UK Cladding Action Group in the run possible across our communities” up to this feature, many expressed their frustration at being passed on costs that were of no fault of their own; a lack expertise within our dedicated building of basic information about what’s actually safety team who carry out inhouse fire risk on the block and whether it’s of concern or assessments based on the PAS 79 standard. not; and a lack of action in remediating any “They’ve maintained a strong partnership of these structural errors. with the fire service, which enables them to And many housing associations complain work together to help keep communities about the enormous cost of fixing this and buildings safe. problem, when lots of them manage blocks “The team have taken a proactive approach that were built by private developers. to customer engagement, educating Even the housing secretary, Robert Jenrick, customers about building, fire safety and said that housing associations may have to what they can do to help themselves to give up some of the money they’re putting stay safe in their home, with complimentary towards the development of new homes campaigns running throughout the year. to tackle the problem, with government “Led by Thirteen’s building safety manager,

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who has devoted over 40 years’ service to the organisation, we believe that having a team which has both fire expertise and technical knowledge is a winning combination that ensures we keep customers as safe as possible across our communities.”

And the results show for themselves, with building safety right at the top of the agenda for the organisation and residents satisfied with the work being done in this area.

Thirteen ensured that it didn’t wait around for government funding and went ahead with the changes needed to allow people to live safely in their homes.

Fellow North Eastern housing association Gentoo did the same.

And following the removal of cladding from its high-rise buildings without government funding, it’s also followed advice from the Hackitt Review to conduct fire risk assessments annually (or sooner if there are changes to the building) on its highrises and in all other blocks of flats, sheltered schemes and extra care properties.

But it’s not just in remediation action that housing providers are able to make a huge difference. During the Grenfell Inquiry, many of the complaints from residents were about not being listened to, not being told when decisions were being made, or not being consulted on those decisions.

One housing association that’s led the way in this area is Network Homes in London.

Faced with a huge building safety challenge, the organisation knew it had to do something to ensure residents trusted the organisation. The approach has been widely praised on social media by residents impacted by the building safety crisis.

Helen Evans, Chief Executive of Network

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Homes, said: “One of our strategic objectives as an organisation is to strengthen our residents’ trust in us.

“Therefore, we believe in sharing any and all information with residents which they ask for, unless there’s a specific legal, commercial or safety concern with doing so.

This, of course, includes our building safety work that we’re carrying out on buildings across our portfolio.

“We’ve chosen as an organisation to make as many documents relating to our residents’ building and fire safety available to view on our website as possible.

“This means many of our residents are able to access their building’s Fire Risk Assessment (FRA) without even having to get in touch with us. The documents are put together in such a way as to be clear and concise to someone without a housing or construction background.

“We also post any EWS1 building safety certificates on our website and write to residents to let them know when we’ve obtained one for their building.

“This again means they can access it readily if/when they need to, instead of having to trawl through their post or documents.

We also upload the letters we send out so

“Even the housing secretary, Robert Jenrick, said that housing associations may have to give up some of the money they’re putting towards the development of new homes to tackle the problem, with government funding not forthcoming”

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residents can see all the communications they’ve had on building safety issues in one place. The facility is fully searchable and clearly broken down by building or estate.

“Transparency is about visibility, and during the pandemic we’ve been keen to carry on engaging positively with our residents in affected buildings.

“We’ve held several virtual resident meetings over Microsoft Teams, giving them the chance to hear from and to speak directly to our building safety team to ask questions and air their concerns.

“Now more than ever it’s important that we’re being open and transparent with our residents. The pandemic has brought uncertainty and insecurity to many people’s lives, and since Grenfell we’ve seen how crucial it is that our residents trust us.

“Trust can mean many things but in this case it’s about being open and honest about the situation many of our leaseholders find themselves in, and the options going forward, while making it as easy as possible for them to access all the information they need.”

And while government has created a Building Safety Fund (which has been

“We’ve chosen as an organisation to make as many documents relating to our residents’ building and fire safety available to view on our website as possible” highlighted as inadequate), a new Building Safety Bill (which doesn’t address all of the issues it needs to) and a Fire Safety Bill (that still allows costs to be passed onto the leaseholder), there’s still a feeling they don’t understand the scale of this issue.

The Health and Safety Executive, which will oversee the Building Safety Regulator, has appointed a new Chief Inspector of Buildings. This should hopefully keep some strong focus on the issue.

But if the sector is to really change and learn the lessons from Grenfell Tower, it can look at some of the examples of where things have gone right in these pages: early action, funded removal of dangerous materials, clear communication, transparency, and, most of all, proper expertise in the work they’re doing.

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COMMENT

How we upped our game on homelessness Fay Hirel, Head of Care and Support for Cambridgeshire, Longhurst Group

It’s now nearly a year since Boris Johnson told us all to Stay Home, Protect the NHS and Save Lives; but what about those who didn’t have a place to call home?

Covid-19 has shone a bright light on the inequalities that still exist in society and none more so than for those who are sleeping on our streets.

The Everyone In scheme, which saw thousands of homeless people offered self-contained accommodation during the pandemic, was a huge national effort that moved the issue up the agenda.

Now, as we hopefully begin to emerge from Covid, it’s vitally important that the lessons we’ve learned from the last 12 months shape our delivery in the future. It’s been a jolt for everyone and it’s demanded that we think differently about the way we approach a range of issues in the housing sector, and homelessness is no different.

It’s made us work with partners we may have worked with in the past, but never to the levels we’re doing now.

During the pandemic, we worked with hotels in Peterborough where there were more than 100 households staying temporarily.

We spent a lot of time looking at the residents we had in our hostel accommodation, our move-on accommodation, and seeing where we could move on those people who were ready, to free up beds for people staying temporarily in the hotels.

That required a huge amount of joined-up working between us other housing associations, charitable groups and Peterborough City Council, with all of us pulling together to help people move on to ease the pressure on the hotels.

This chain reaction has informed the way we’re going to work in the future in that area of the country, post-Covid.

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Now there’s going to be a clear supported housing pathway so the right people can be prioritised for beds in supporting housing, when they need it, with those people who’ve already been through that journey being able to move on, whether that’s with ourselves, another housing group or through private rent.

We’ve always worked well in partnership with other organisations, but the last 12 months have thrown us closer together than ever before.

I don’t think we’d have done that in the way that we have, or have been as far down the line as we are, were it not for Covid – it’s definitely fast tracked changes to the way we work.

I’ve worked in homelessness services for over 20 years and I’ve never seen this kind of joined-up response to get people off the streets – it’s been incredible.

“We might do it slightly differently but we’re all in it for the same reason – to keep people safe, give them a place they can call home and do everything we can to improve their lives”

It’s now on us to make sure that changes that we’ve made during the pandemic stick. I think, as a sector and as a country, there needs to be more done around prevention to stop a person becoming homeless in the first place.

Personally, I can’t ever see us returning to how it was pre-pandemic – and I don’t think we ever should allow ourselves to. As a sector, we’ve come too far and the pace of change has been so great, because it had to be, that we won’t go back.

As organisations, we’ve all got different policies and ways of working, but our end goal is always the same and that’s to help people off the streets.

We might do it slightly differently but we’re all in it for the same reason – to keep people safe, give them a place they can call home and do everything we can to improve their lives.

Proud sponsors of Housing’s Next Generation competition

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By Richard Blakeway, the Housing Ombudsman

At the heart of our role is the ability to strengthen resident and landlord relationships. Whatever the outcome of our work or an investigation, it’s likely the resident will remain living in the same home with the same landlord. That’s why we want to promote a positive complaint handling culture. It’s also why I’m so interested in exploring mediation as a route to resolution, where it’s appropriate.

Last month the Housing Ombudsman published its framework for investigating systemic and thematic issues. The framework addresses three areas: the scope of our power; when and how we will use it; and possible outcomes.

Under our revised scheme, the Housing Ombudsman is able to look for the first time beyond individual disputes into the wider and deeper issues responsible for generating complaints, so that we can, in turn, seek to address those issues using a range of outcomes to improve residents’ lives and landlords’ services.

In doing so, it’s important we distinguish between three issues: failures in complaint handling, where further work could support earlier resolution of disputes; service failures, where further investigation into underpinning policies, procedures or approach could prevent service failure reoccurrence; and reoccurring issues across several landlords where further investigation could promote greater understanding and sharing of best practice.

To my mind, these are distinct issues which should result in different outcomes, although they can and will overlap during the course of an investigation.

Over the past few months, we’ve developed our systems to identify, within

the thousands of complaints we handle each year, issues and trends within an individual landlord, across a group of landlords or sector-wide.

This picture is becoming richer as our new powers come into effect – for example, the publication of our landlord performance reports and issuance of Complaint Handling Failure Orders.

We may also consider relevant information produced by others and issue calls for evidence, as we’ve done with our thematic report into damp and mould. An initial review of our casebook suggests a higher than average maladministration rate where the complaint concerns damp and often significant levels of compensation. This investigation will be an opportunity to consider learning and best practice to develop the sector’s response to this issue.

The possible outcomes from our systemic and thematic work are wide ranging, depending on whether we are examining complaint handling or service failure, an individual or group of landlords. But we will always be fair and proportionate. The focus instead should be on engagement, identifying learning and making recommendations for landlords to take action – and so it’s important for landlords to engage positively.

Finally, our service is publishing increasing amounts of information about our work, and we will take the same approach to our systemic work, too – raising awareness of issues, sharing good practice, and building on that aim of strengthening resident and landlord relationships and establishing a positive complaint handling culture across the sector.

Blackpool Coastal Housing

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A day in the life of...

Samuel Adjei Mechanical and Electrical Surveyor Mount Green Housing Association

Employee since: July 2020 Location, location, location: Wallington Previous employment: Heating Programme Manager at Coalo Ltd

Clear mind 05:45 Since working from home, I start my day by going for a 60-minute walk to ensure my mind is clear and ready to tackle the day ahead. I’m on a deadline with a report today, so I want to make sure I’m fresh and energised before opening my laptop.

Daily reports 08:00 My daughter is currently being home-schooled, so I always sit down with her to drink my coffee and make sure she’s set before reviewing the automated reports from our gas servicing contractor. These reports provide me with updates on any ongoing gas works, compliance and safety checks.

09:00 Priorities Once I’ve reviewed the reports, I catch up with my colleague to discuss any concerns and outline the priorities for the day. Our contractor has not been able to gain access to carry out safety checks at a few of our homes, after two attempts, and so I ask if this could be investigated to ensure a resolution.

10:00

Client meeting I meet with our gas contractor to review their performance and resolve any issues. There’s nothing urgent to flag but I’m keen to know the progress on our boiler replacement programme. This is a new project we’re undertaking to ensure the most efficient models are in our homes, reducing fuel costs for residents and the number of repairs carried out.

11:30

Greener sources I promised my director I’d send across my report reviewing the emergency and community lighting in our blocks, and the possibility of implementing greener solutions. I started working on it before Christmas but had to commission the remainder of surveys. Now I’m analysing the survey findings alongside the data from our finance and maintenance teams so I can get a full understanding of the current situation.

14:05

Managing a complaint A query has come in from a resident who’s reported that their heating isn’t working. I wouldn’t normally intervene but they’ve told us this has been going on for some time and so I want to understand what’s caused the delay and if there’s anything we can do in the interim.

My perfect day

Interesting data 14:55 Back to my report. I’m just tidying up my notes and ensuring I used to enjoy visiting our schemes. I found it beneficial for I’ve captured everything correctly before finalising my checking in with contractors and being recommendations. Fortunately, the project hasn’t flagged any issues or concerns, but it’s interesting to see where we can able to observe any important works. So, make improvements from an efficiency and a cost perspective. my perfect working from home day would be reviewing reports and seeing there’s nothing 18:20 urgent or flagging any concerns around Finally safety or compliancy. Days like this give me As insightful as it’s been, I’m glad to press send on the email to my director with the report attached. Fortunately for me, the capacity to spend more time with I’ve finished a little later than planned, which means I can’t our maintenance team, providing really scratch one of the DIY tasks off my list without upsetting my additional support and guidance on customer queries. neighbours. I’m going to sit down and read with my daughter instead.

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Resident’s view A digital learning curve through the pandemic

By Lorna Brookes

I’m 63 and have been a whg customer for about 30 years now. I’ve had to shield over the last year, due to the pandemic, as I’ve got a number of health issues. My son lives with me and we had to completely self-isolate for a while.

Due to my health problems, I can’t get out and about much anyway but the last 12 months have been really tough. I haven’t been able to do anything or see anyone – it’s made me feel very cut off from everything.

I’ve spent most of the time sitting watching the same programmes over and over again on TV, which has been doing my head in and can’t be very good for me.

My grandchildren can’t come round like they used to but they have come to the window so I can see them – that cheers me up a bit. I miss sitting outside watching them play in my garden. whg have been very supportive though, phoning me to check I’m doing okay and offering to help with various things. They gave me some advice about my benefits and a hamper at Christmas, which was lovely.

Also, I’m not very good with computers – I’ve never bothered with them. But whg have rung me and talked me through lots of things I can do online using my mobile phone, which has been great.

They helped me set up an online account with them so I can report repairs and get in touch if I need help with anything. They showed me how to download apps onto my phone, too, like Covid updates and daily news, so I can keep up with what’s going on.

I’ve filled out a benefits form online and I keep looking and trying different things I

can do on whg’s customer portal, instead of ringing the contact centre. whg pointed out websites that might be useful for me; ones with information and advice about health issues and the various services available to me. It makes me feel more connected with the rest of the world and it’s also something else to do, rather than just watching TV. whg’s support has been ever so helpful. I feel a lot better than I did before and it’s good to know I’ve got that back-up. Just knowing I can get in touch with people online, and how easy it is, makes me feel less isolated.

Now I’ve started, I keep trying to do more things online – it’s about getting to know a

“Just knowing I can get in touch with people online, and how easy it is, makes me feel less isolated” little bit more each time, working out how to do more things, and it seems to get easier every time. I’m interested in learning, picking up new skills now. I think, once lockdown is finally over, this may well open up a whole new world to me.

Having seen how it can make such a difference to your life, I think it’s important there’s national support for the kind of work organisations like whg are doing to help people get online.

The youngsters have grown up with it all, while older people like me are only just getting used to the digital age – but it’s amazing what’s out there.

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The last word Ongo support thousands of tenants during lockdown Helen Wright, Support Services Manager at Ongo

“Almost overnight a huge number of tenants were furloughed or lost their jobs, lots became isolated and we had to think differently about how we could still be there when they needed us most”

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The work my team does relies on those tough in-person conversations; being there when tenants need us; and often helping them through their lowest point – so the support we provide became more important.

Almost overnight a huge number of tenants were furloughed or lost their jobs. Lots became isolated and we had to think differently about how we could still be there when they needed us most.

Before, we’d have been out in communities, carrying out home visits and facilitating in-person benefit advice sessions.

During the past 12 months, we’ve provided over 1,200 tenants with benefits advice, supported around 360 maintain their tenancies and helped those entitled to extra benefits to claim more than £100,000.

A high percentage of tenants in our retirement living schemes fall under the vulnerable category, so we made them a priority during this time, too.

Usually we’d hold regular activities, so were concerned not only about the physical effects of Covid-19 but also the emotional effects.

We delivered gifts parcels, treats, puzzle books and other things to pass the time. We created virtual activities such as quizzes to lift spirits, socially distanced door knocks to ensure they were seeing a friendly face, and stayed in touch with wellbeing calls. This was on top of a new project to deliver food parcels, check in on tenants and support those most in need.

In February 2021 alone there’s been some great wins for the team, including a Council Tax refund of over £1,600 for one tenant, a Personal Independent Payment (PIP) of just under £3,400, a backdated Carers Allowance claim of £605, and a number of Discretionary Housing Payments totalling thousands for those struggling to meet their rent payments.

One Ongo tenant said: “After being in a controlling relationship it was really important for me to do things myself, and the help I’ve received has meant I can do that and move on with my life.”

We’re looking forward to getting back to some kind of normality but Covid-19 has taught us that there are other ways of supporting our tenants. Our new model of coaching clients to be more independent will continue, with the emphasis on ‘doing with, not doing for’. We want them to feel confident in achieving their own outcomes.

I’m extremely proud of my team for the incredible achievements they’ve managed in such unprecedented times, and for the resilience our tenants have showed during this time, too. It’s been tough for us all but by working together we’ve got through it and are now starting to see light at the end of the tunnel. Our work is vital and seeing the difference it makes is what keeps our team motivated to go above and beyond with the work we deliver.

Homes in Sedgemoor wins the double!

We’re delighted to announce that Homes in Sedgemoor has been awarded accreditation for two of its core landlord services – Lettings and Income Management. During such a difficult period, this is no mean feat and is well deserved, reflecting the high quality of the work it does to support customers to achieve successful and sustainable tenancies.

Darren Clayton, Operations Manager at Homes in Sedgemoor said: “What a great result for two teams to achieve accreditation in such a very difficult and challenging year. Coronavirus has changed every aspect of our work, making this award even more remarkable.”

The Income Team has adapted well to the new challenges, keeping arrears under 1% with no rent arrear related evictions.

The Lettings Team demonstrated the teams’ strengths in working across the organisation and with partner agencies to ensure customers get their tenancies off to the right start. This customer focus is also reflected in the consistently high satisfaction scores received.

Mark Woodward (Lettings Team Leader) and Ian Richards (Income Team Leader ) holding the trophies, joined by members of the income and lettings teams

The HQN Accreditation mark is a visible sign your organisation not only meets or exceeds good practice standards, but is also proud to offer a best-in-class service to its tenants and residents

hqnetwork.co.uk/accreditation

The HQN annual conference 2021: Respecting the resident voice – are we ready to listen?

13 - 15 July 2021

hqnetwork.co.uk/events