Tenant & Residential Engagement Feature
Tenant & Residential Engagement
No access? Give tenants a stronger voice
In an increasingly complex landscape, where consumer and compliance standards have been thrust into the spotlight, Gary Haynes of Voicescape discusses the issue of no-access and why reducing no- access rates and increasing tenant engagement through innovation are more important than ever
T
he driver for tenant safety, welfare and wellbeing is a shared responsibility – a responsibility that sits across three parties. On the one hand, you have the Government. It has a vital role to play
as the guardian of the Social Housing (Regulation) Act 2023 – legislation which has armed the Regulator of Social Housing with stronger powers and the ability to issue unlimited fines for non-compliance by social landlords. On the other you have social housing providers. Arguably, their responsibility
is greater. Tey have a duty to develop innovative methods of compliance that flex with the ever-evolving landscape and failure to do so carries significant fines. Between the two sits the tenant. Engaging with them throughout the entire
process is absolutely crucial – not only to ensure that providers remain faithful to the Social Housing (Regulation) Act 2023, but to ensure that the welfare and wellbeing of tenants remains front and centre.
THE ISSUE OF NO-ACCESS Creating an effective relationship between the three stakeholders is essential when it comes to the issue of no-access – an increasingly difficult challenge and one that if leſt unresolved carries unquantifiable risks. Why? Because failure to gain access to tenant properties at the time of gas and electrical safety check
The sector needs to look at how to reduce no-access rates in an innovative way
appointments has the potential to create significant knock-on effects. Whether it’s inefficient use of time and resources spent on wasted visits and
rescheduling, or increased vehicle fleet costs – the numbers are significant. Not to mention the problem of missing deeper tenant issues. Accessing properties enables providers to identify and flag more vulnerable customers, as well as other property-related issues that go beyond the ‘big six’ of asbestos, fire doors, gas, electricity, stair liſts and liſts. Te exact cost of no-access varies from organisation to organisation. But what
is clear is that it can trigger an unwanted domino effect – from money spent and time wasted to an inability to go above and beyond for tenants. Simply accepting no-access is not sustainable. Instead, the sector needs to
look at how to reduce no-access rates in an innovative way. Working smarter is key, harnessing new systems, data, and automation is vital. Stronger engagement with residents is also crucial, in order to prioritise gaining the first-time access providers need to maintain compliance, ensure safe homes, and drive down costs. But how can that be achieved?
www.housingmmonline.co.uk | HMMAugust/September 2024 | 49
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