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Update from the Housing Ombudsman

Emma Foxall, Deputy Ombudsman, Housing Ombudsman Service explains how the Ombudsman flexed its approach to complaints cases during the coronavirus pandemic and what we can learn from the Ombudsman’s case load. The second half sets out the new Ombudsman scheme (launched September 2020) and how the Ombudsman’s role might change with forthcoming White Paper. The …..Read the full article »

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Regulation and the coronavirus pandemic

Jonathan Walters, Deputy Chief Exec at the Regulator for Social Housing describes how the RSH has flexed its approach to regulation in response to the coronavirus pandemic; its expectations; what it considers to be the key issues; and what the future might look like as we exit lock-down. Part of  Acuity’s ‘Understanding the Present, Envisaging …..Read the full article »

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Little and often: a good approach to monitoring tenant satisfaction?

It used to be accepted wisdom that a wide-ranging satisfaction survey every two or three years was the best way to keep tabs on what your tenants are thinking. This remains best practice, but times are changing: some landlords have stopped doing them altogether (bad idea), while some are doing them yearly. That might be …..Read the full article »

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costs

SPBM unit cost measures – frequently asked questions

Why have these new unit cost measures been introduced? The need for more robust cost measures has been raised by SPBM members at at least three clubs. This is because members want to get a firmer grip on their cost base to facilitate decision-making and respond to regulatory and political pressure to demonstrate VFM. The …..Read the full article »

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costs

Benchmarking costs

We are introducing four new cost-per-property indicators with detailed definitions provided by our colleagues at HouseMark. These indicators are in line with HouseMark core definitions and enable wider sector benchmarking, as well as benchmarking with other Acuity members. However, the key to successful benchmarking of these measures is allocating your costs in a consistent way. …..Read the full article »

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Maintenance costs

Benchmarking the cost of repairs and maintance

These Performance Indicators are designed to capture the total spend by the landlord and show how it breaks down into categories. We are aware that different organisations will capture and record information in different ways, but the following should enable us to compare in a useful way. Performance indicator Description Repairs spending as percentage of …..Read the full article »

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Board members needed

We are working with CHISEL – a tenant / Board led smaller housing provider in SE London, Brighton and Colchester. CHISEL is looking to recruit new Board members. You will need to be able to commit to six evening meetings and two planning days each year at or near their offices in SE4 and have experience in:  …..Read the full article »

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SPBM cost benchmarking exercises 2013

This year we are running the following comparison exercises for SPBM benchmarking members. Please see below for details and contact Acuity if you would like to participate in any of these. Staff Numbers We have had various discussions in and outside of benchmarking club meetings about how to compare staffing levels and we have agreed …..Read the full article »

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Does your site look big in this?

Internet access and smartphones Without internet access tenants are excluded from a whole range of services, benefits, employment, savings etc.  Smartphone use is on the increase, and for young people (aged 12 – 17)  it is increasingly the primary means  to access the internet. Attitudes to digital media channels among social housing providers vary widely. …..Read the full article »

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