"Data and technology are no longer nice-to-haves for social housing providers; they are a necessity"
- Deborah Matthews - MRI Software
The tragic death of Awaab Ishak from mould exposure in his Rochdale home in December 2020 led to a seismic shift which influenced the revision of social housing consumer standards.
In response, the Regulator of Social Housing (RSH) now requires landlords to proactively address issues like damp and mould, alongside other health and safety compliance issues, and to maintain a clear understanding of the condition of all properties they own or manage. These standards apply to all social housing registered providers with over 1,000 homes.
The government estimates that larger social housing providers, those with 10,000 or more homes, will spend, on average, 150 days implementing new processes and 30 days training staff to be able to report on these measures – at an estimated cost of £40,000. This could impact productivity in other critical areas, ultimately affecting resident experiences, but on the other hand, the government sees the new RSH standards protecting tenants and improving the service they receive.
The RSH has made clear that housing providers need accurate, data-backed information with a clear audit trail. Failure to comply risks fines – with no set limit – and potentially the appointment of new management. However, with the right technology to help gather the necessary data, significant cost and time efficiencies can be achieved.
Data and technology are no longer nice-to-haves for social housing providers; they are a necessity. Staying compliance, under the new consumer standards set out by the RSH, means having solid data and the correct tools to manage, track, and analyse everything. Furthermore, with the June 2024 deadline for the Tenancy Satisfaction Measures (TSMs) fast approaching, social housing providers need to prioritise bringing this data together in a format that’s easy to review and report on.
Capturing data to keep everyone safe and satisfied
Social housing providers must have clear knowledge of every home’s condition and its residents’ needs. They also need to collect and publish survey data on TSMs covering overall satisfaction, repairs, building safety, landlord engagement, handling of complaints and neighbourhood management. The first TSM data deadline is 30th June 2024.
As part of the enforcement of the new standards, the RSH will conduct regular inspections and enforce the new standards, using data on tenant satisfaction, repairs, and other relevant issues to monitor providers closely.
In short, the new standards' overall impact is to ensure landlords can and do identify issues flagged by tenants – or those that have yet to be spotted. This process ensures that landlords are then able to act on problems before they reach a critical point, escalate and require action by the regulator. Accurate data plays a central role in achieving this goal.
Leveraging technology to take full advantage of the data
To stay compliant and meet these new standards, social housing providers need the right systems, and processes in place to capture, monitor and analyse the necessary data to demonstrate compliance and that the new standards are being met.
Leveraging technology can empower landlords in so many ways. From demonstrating engagement and visibility to crucial action when it comes to respecting the new standards and compiling data in essential areas. Digital-based technologies can help facilitate:
· Quality and safety records: Maintaining up-to-date records on home standards, repairs, and safety checks which include gas, fire, asbestos, water, and lift checks.
· Transparency and audits: Keeping accurate records of complaints and responses, including progress, results, timeliness, and all related communications.
Advances in technology can support social housing providers with compliance data collection in areas such as repairs, contractor and tenant management, community safety, and asset management. These solutions can also feature automation tools, AI-assisted capabilities, and mobile apps, which make it easier for social housing teams to boost efficiency as they meet the new consumer standards.
Bringing this data together onto a single platform provides landlords with a clear view of what’s happening in their properties. They can easily identify trends and issues quickly thanks to customisable dashboards that make the data easy to digest. This approach can ultimately save up to 80% of the time spent on reporting, freeing up more time to focus on resident wellbeing.
Looking beyond compliance to a better way
The RSH has signalled clearly that it expects social housing landlords to know that their residents and properties, work with them to overcome challenges and provide effective service levels – all of which can make them better operators. The new consumer standards are designed to protect tenants and improve services, setting clear goals for social housing teams.
Using integrated digital technologies not only ensures compliance but also sets providers up for best practices and greater efficiency. These insights can inform future business decisions and support social housing operators in staying ahead of the curve.
