Industry News
How effectively information is used by social landlords is vital in service delivery outcomes
T
he Housing Ombudsman has published its latest ‘learning from severe maladministration’ report, highlighting
the huge range of failings that can come from Knowledge and Information Management (KIM) inadequacies. With the important role that social housing
has to play in giving safe and secure housing to millions, the learning in these reports will help landlords provide effective services that protect this aspiration. Te report comes a year aſter the Spotlight report
on the issue, providing more lessons landlords can learn from recent cases. Te first section of the report focuses on three key cases where poor KIM can impair the response to repairs, domestic abuse and damp/mould. In one case a resident was exposed to damp
and mould for a prolonged period because the landlord did not have adequate processes in place for information to be passed to new staff members. And in another case no action was taken or vulnerabilities recorded despite four complaints from a domestic abuse survivor. Other cases demonstrate how landlords are
unable to evidence to the Ombudsman action it has taken in response to repairs and anti-social behaviour because of inadequate or missing records, and how this can also hamper investigations by the Ombudsman. Te report also includes some cases where
the KIM failing was only maladministration, but provides context for a separate finding of severe maladministration in the case. Tis includes a complaint where the Ombudsman
recommended the landlord consider a referral to the Information Commissioner’s Office following a data breach. Tere are also opportunities for landlords to
receive support and training on KIM through the Ombudsman’s expanding Centre for Learning, which provides CPD-accredited modules, as well as analysis and recommendations from Spotlight reports and other publications. Te landlords highlighted in this latest severe
maladministration report are: • A2Dominion • Anchor Hanover • Clarion • Gateshead Council • Harlow Council • Leeds City Council • Lewisham Council • L&Q • Metropolitan Tames Valley • Notting Hill Genesis
• PA Housing •
Sanctuary
Richard Blakeway, Housing Ombudsman said: “From domestic abuse to repairs to ASB, failings in this area can have a significant impact on residents, their health and wellbeing, as well as eroding trust in their landlord. Inadequate or inaccurate records can also present significant organisational risk, both handling individual cases or more widely.” “Tis creates a lottery where landlord actions can
be inconsistent or non-existent. Tere is also a strong correlation between poor
records, protracted complaints and severe detriment which is hard to ignore and can involve landlords of all sizes and types.” “In a challenging and changing operating
environment, knowledge and information management should be the foundation of a solid service delivery and complaint handling.”
Regulator’s fees for large social landlords to jump by more than 70%
Te Regulator of Social Housing has confirmed a 72% increase in annual fees for larger registered providers (those with more than 1,000 homes) to pay for a new expanded regulatory regime. Tis means that from 1 July larger housing
associations are to be charged a fee of £9.28 per property owned, up from £5.40. Councils owning more than 1,000 homes will also be charged fees for the first time, set at £6.63 per property. Tis means social landlords will be paying for the full cost of their regulation. Landlords with fewer than 1,000 homes will continue to pay a flat fee, but this will more than
double from £300 to £650. Organisations will also have to pay an up front registration fee of £3,000 when applying to become a registered provider, instead of aſter successfully registering as previously. Te regulator said the changes will ensure
it has “the resources, skills and capacity” to deliver its wider role. Te RSH’s more proactive regulatory remit came into effect from April. Its new powers included undertaking inspections and ensuring landlords complied with the new consumer standards. Fiona MacGregor, chief executive of RSH, said: “Te changes to our fee principles will give
us the resources we need to deliver our new regulatory role, which will help to drive long-term improvement in social landlords for the benefit of tenants.” “We are grateful for the feedback we
received during the consultation, which we carefully considered in reaching the final outcome. We recognise the importance of providing value for money for fee payers and we will continue to focus on regulating in an effective and efficient way.” Te regulator said 68% of 133 respondents
to the consultation agreed with its proposed approach to setting fees for larger registered providers, while 56% of 147 respondents agreed with its proposal for local authority fees. Tis was based on an estimated fee of £9 to £10 for large RPs and £7 to £8 for councils.
www.housingmmonline.co.uk | HMMJune/July 2024 | 15
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