11 minute read
Interview: Kate Henderson
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.
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 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
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 “What the pandemic concerned that if there or that environment has done is really shine isn’t money available for that’s made them feel safe and well. a spotlight on the social landlords, that, unfortunately, money
“It’s reinforced for importance of a safe, landlords receive in me the need to build secure affordable home. social rent will have many more social Our homes have been to be diverted away homes so that those who aren’t in suitable our places of work, from other planned investments in existing accommodation, not childcare and for many homes or building new secure and not safe, of us our sanctuary” affordable homes, and 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
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 is also dealing with the climate emergency. transparency. A lot of that work is reflected And while Henderson notes that the sector in the White Paper. has a “real determination and ambition” “Our message to housing associations to tackle the issue, she’s realistic about the is don’t wait for the regulation. Let’s be the challenge ahead. change ourselves and let’s get on and do
Part of the way the Fed is helping in this this. We’re already seeing that. regard is through the creation of a new road “I feel that’s really positive and really map to net zero by 2050. exciting. It’s so important. Residents are at
Henderson explains the programme: the heart of what we do and who we are as “The project will look at defining what net a sector. zero means for the sector. We’ll estimate “Measuring the success shouldn’t be a tick the sector’s carbon footprint and look at box exercise and shouldn’t be just a resident the challenges housing associations face in satisfaction survey. It’s being able to clearly cutting emissions and the possible solutions. see that residents have been involved in
“We’re also going to look at costs and decision making. some of the funding solutions to those “It’s being able to sit around a housing costs. Ultimately, we are going to deliver a association board room and see board road map to net zero in 2050. members really understand the resident
“We’re going to draw on a very strong experience. 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 we’re going to draw on all of that change ourselves and let’s get on and do and the good practice, where it this. We are already seeing that” 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.
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 as fire, gas or legionella. you can plan it, do it all properly,
Innovative systems should pre-emptively warn officers and replace all the windows or replace 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.” identifying and tracking all smoke alarms in homes and communal Colin Judd, Solutions Architect, 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.
