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Trough our excellent delivery performance on the SHDF project we were asked to participate in a national learning and feedback event for other recipients of SHDF funding. We were one of only two providers asked to speak from a total of 107 project


delivery teams across the country. Kitchen and bathroom update and roof replacement schemes are also ongoing across our portfolio.


THE SOCIAL HOUSING ACT We welcome the focus of the Social Housing Act – it aligns with our organisational culture and how we operate. We knew change was coming and were pleased to see tenant involvement, improved standards and a focus on taking action form the basis of the new framework. Making sure our residents have a safe, affordable and decent place to call


home is the foundation of our work. So while we, like others, will need to make some adaptations to the way we do things, we are well placed to do so thanks to our existing processes. • It is our job to: • Ensure tenants are safe in their homes • Listen to tenants’ complaints and respond promptly to put things right • Be accountable to tenants and treat them with fairness and respect • Know more about the condition of every home and the needs of the people who live in them


• Collect and use data effectively across a range of areas, including repairs.


We are already doing these things, our next steps are to develop and improve our processes. We need to ensure we are accurately capturing what we do and the impact it is having. Communicating with our tenants and using their voice to shape our


policy is something we prioritise. We know how important cultivating purposeful relationships with tenants is. As such, one of our values is transparency – we recognise how important it is to keep our tenants and teams informed. For example, we recently hosted an Involved Tenants conference with


neighbouring housing providers. Tis was a valuable and insightful event and one of many opportunities for tenants to share their thoughts with us and influence and shape policy. In anticipation of the changes, we have also been working with the


sector leader, Savills, to review and update our stock condition systems, and surveying process.


“Through our excellent delivery performance on the SHDF project we were asked to participate in a national learning and


feedback event” Niall Clark of Rykneld Homes


We’ve recruited and trained a team of new stock condition surveyors, who


will also be providing EPCs. Tis will enable us to develop an EPC rating for our stock – data which will be key to informing future spending decisions. Completing the full stock condition survey of our housing stock by summer


2027 will also enable us to annually update our 30-year investment and major works programmes.


DATA MANAGEMENT & AI SOFTWARE Every year we carry out more than 30,000 repairs, making sure our customers’ homes are safe and decent. Our specialist property services teams are high performing and efficient.


Te use of the latest mobile technology and our supply chain management means customers receive an excellent repairs service that continues to meet performance targets. Tis is all soſtware-led. Our contact centre is key to the way we provide repairs as they not only


answer calls and log repairs, but they deliver a diagnostic and advisory service. Tis ensures the right repair is logged and appointed with the customer as efficiently as possible. We are in the process of reviewing our Repairs Policy. Tenant voices


will again help shape the service. We are currently testing new repairs targets for emergency, urgent, and routine repairs with the aim to reduce overall response times. A key part of the Policy Review includes improved financial and performance


monitoring to ensure our trade operatives are productive and services can demonstrate value for money.


Article supplied by Niall Clark, deputy managing director and director of customer & strategic partnerships at Rykneld Homes


www.housingmmonline.co.uk | HMMAugust/September 2024 | 21


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