Social Housing Rent Arrears Hit Record £1bn

Figures collected by HouseMark showed a 30% increase in outstanding rent arrears since March 2020, with forecasts suggesting that arrears levels may not return to pre-pandemic levels until March 2022. Many renters have faced extreme financial hardship as a result of the repeated lockdowns that have been put in place throughout the pandemic. The increase equates to an additional £300m in arrears since March, which contributed to the record total of £1bn. The data is based on figures from 104 social housing providers for the month of December 2020, with trend data since March 2020. Read more on Inside Housing.

https://www.insidehousing.co.uk/news/social-housing-rent-arrears-hit-record-1bn-69364?utm_source=Housing60&utm_medium=email&utm_content=article_link&utm_campaign=H60

Social Housing Arrears 40% Higher In Areas With Tighter Local Restrictions

The level of rent arrears reported by social landlords operating in areas with tighter COVID-19 restrictions in October was 40% higher than in those with the lowest level of restrictions. Data obtained by HouseMark shows that the overall level of arrears within the social housing sector continued to fall marginally to the end of October, when sector-wide arrears stood at 3.48% compared with a peak of 3.69% in June. However, the survey picked up on a regional variation in arrears, with those operating in areas with higher-tier restrictions reporting average arrears of 4.28% compared with 3.07% in areas with lower restrictions. Read more on Inside Housing.

https://www.insidehousing.co.uk/news/social-housing-arrears-40-higher-in-areas-with-tighter-local-restrictions-survey-shows-68922

Social Housing Rent Arrears Up £100m Since Coronavirus Outbreak

New data from HouseMark estimates that the level of unpaid rent is £100m higher than it would be at this stage when compared against previous years, with this being attributed to the coronavirus crisis. The report illustrates how the pandemic has affected social landlords’ finances and operations, it shows that in April alone median arrears increased by 10%. This means that on average landlords missed out on 3.29% of their total rental income for that month. The figures are based on a survey of 131 social landlords managing nearly 1.4 million homes, with arrears losses projected across the whole sector. Read more on Inside Housing.

https://www.insidehousing.co.uk/news/social-housing-rent-arrears-up-100m-since-coronavirus-outbreak-66581?utm_source=Housing60&utm_medium=email&utm_content=article_link&utm_campaign=H60

Survey Shows ‘Clear Desire’ For Resident Involvement In Service Delivery

With no ‘silver bullet’ solution, a new survey from HouseMark offers ammunition for providers aiming to keep service delivery relevant. The survey shares the findings of sector-wide STAR (Survey of Tenants and Residents) research with input from more than 250 social landlords. “Capturing the customer voice to improve ways of working and shape services is essential. “The scale of response from across the sector demonstrates the huge interest and enthusiasm from landlords to engage with residents to improve their services,” said HouseMark Chief Executive Laurice Ponting. Download survey results from the HouseMark website.

https://www.housemark.co.uk/media/2472/1414101_star_brochure_a5_8pp_final.pdf

Data Protection Guide For Social Housing Landlords

HouseMark has partnered with Anthony Collins Solicitors to jointly publish a comprehensive guide to data protection and privacy, designed specifically for the sector. The guide will support landlords to:

–          Achieve legal and regulatory compliance

–          Examine the ethical issues surrounding data privacy

–          Realise the business benefits to be gained by building trust with tenants through the adoption of a fair and transparent approach to the collection and use of their data. The guide will assist tenants by providing clear information about their rights in relation to the protection of their privacy. Download a copy from HouseMark.

Data Shows Rise In Tenant Complaints

The number of tenant complaints received by social landlords surveyed by benchmarking experts Housemark has steadily increased over the last three financial years. Research shows the average social landlord received 33 complaints per 1,000 homes managed in 2015/16. This figure, based on data from 83 social landlords from across Britain, has increased from 31 complaints per 1,000 homes in 2014/15 and from 27.6 in 2013/14. The figures were collected as part of a new exercise to collect data on customer service “in response to growing demand within the social housing sector” Housemark said. Read more on Inside Housing.

Sector-Wide Tenant Satisfaction 'Remains High'

Tenant satisfaction has remained consistent year-on-year, with 86% of housing association customers happy with their overall service. Data from Housemark, which provides benchmarking information to the sector, showed the figure has remained static between 2012/13 and 2013/14. It found repairs and maintenance services were the biggest influencing factor on overall satisfaction across the sector. The next biggest influencer is listening and responding to tenants’ views, closely followed by the value for money of rent and the quality of homes, according to the survey. The data showed 79% of tenants were satisfied with repairs, while 80% were satisfied rent offered value for money.  Read more on HouseMark.

New Cap on Charges to Leaseholders for Major Works

In October 2013, the government consulted on capping the charges to leaseholders for major works. There were already directions in place that capped leaseholder for future major repair, maintenance, or improvement works at £10,000 when they were wholly or partly funded by specific named government funding programmes.  These directions, last revised in 1999, have been updated to include all future central government assistance for works of repair, maintenance or improvement provided by the Secretary of State or the HCA.  From 12 August there will be two caps:

·         £15,000 for homes in London

·         £10,000 for homes outside of London.

This acknowledges the higher prices in the capital, and that the nature of the stock, with many homes in tower blocks, makes it more expensive to repair and maintain. Read more on the Housemark website.

Welfare Reforms Are 'Pushing Landlords towards Tipping Point'

New research has revealed the cost of welfare reforms to social landlords. Six months after the introduction of the bedroom tax, patterns have emerged showing a North-South divide, a big/small landlord size split, rises in costs across the board and an increase in empty properties. The report, produced for HouseMark, shows that landlords with poor rent collection rates before the bedroom tax have lost out on millions of pounds since April as they struggle to collect more money direct from tenants. The situation is particularly acute in the North, where collection rates are lagging behind the UK median by as much as nine percentage points. Download a copy of the report from the HouseMark website.

The Customer Contact Centre Experience 2013

Better business performance

24 October, London

In these challenging times, having an effective and high-performing customer contact centre can be the defining service which will:

*drive customer excellence

*improve customer satisfaction and reduce complaints

*deliver business efficiencies

*create new commercial opportunities

This event will bring together the very best in public and private sector case studies and the latest technological developments that can help transform the way your service is delivered. In addition delegates will get feedback on the latest performance data on how the best are meeting customer needs.

Find more information about this event on the HouseMark website.

Social Landlords Tackle 300,000 ASB Cases a Year

HouseMark's sixth annual report of findings from anti-social behaviour (ASB) benchmarking found that 143 landlords, managing 1.4 million homes, recorded over 95,000 ASB cases - estimating the total number of cases in England and Wales to be in the region of 300,000 per year.  Other key findings from this year's report include:

*managing ASB costs social landlords £325m a year

*noise is social tenants' biggest ASB complaint - one third of all cases

*letters resolve one in five ASB cases

*social landlords halt ASB in nine out of ten cases

*social landlords employ up 5,000 FTE staff to tackle ASB

Download a copy of the report from the HouseMark website.

ASB Costs Social Landlords £325M a Year

Managing anti-social behaviour (ASB) costs social landlords £325m a year, a new report has revealed. It adds that 300,000 ASB cases per year are tackled by social landlords who halt 9 out of 10 of these cases. Noise is social tenants' biggest ASB complaint with the issue being cited in a third of all cases. One in five cases is resolved by sending a letter. Download a copy of the report from the HouseMark website.

Chancellor Pledges £3 Billion for 'Affordable Housing'

Chancellor George Osborne announced his latest round of cuts during a Spending Review statement to the House of Commons on 26 June. In terms of housing, the Spending Review includes a Government commitment to a 'significant package' of capital spending on housing amounting to £3 billion - the finer details of which will be set out in a forthcoming document called 'Investing in Britain's Future'. This includes, 'certainty that social rents will increase by CPI plus 1 per cent a year from 2015-16 to 2024-25.' Mr Osborne announced the introduction of a local growth fund, to be distributed through local enterprise partnerships, which may be worth £10 billion over five years.  Read more on the HouseMark website.

Protecting Social Housing Assets in a More Diverse Sector – The Issues Examined

Where?  London

When?  19 June 2013

What?  The HCA’s regulatory committee recently published its consultation paper on how it is seeking to amend the regulatory framework and protect social housing assets as the sector becomes more diverse.  It is clear that the sector needs to be better prepared, particularly in terms of its business assurance. This timely event is designed to provide delegates with an understanding of the key issues, direction of regulatory thinking and potential business impact across finance, governance and risk.  Find more details on the HouseMark website.

Digital by Default - Designing the Strategy & Executing the Vision

Where? London

When? 8 July 2013 10.30am - 3.30pm

What? The social housing sector is facing real challenges in policies and social change designed to move more services to a digital platform, welfare reform being the most recent example. There are many issues and potentially a great deal of cost and resources into getting your digital strategy right. However, if you get this transition right, the benefits of improved services to customers and efficiencies to the business will be significant.  Find out more about this event on the HouseMark website.

£500m Rent Collection Bill for Social Sector

The social housing sector spent £500 million on collecting rent in 2011/12, according to Housemark. The provider of performance improvement and value for money solutions to the sector found this its members spent £300m during the period - almost £120 per property per year - and has estimated the cost to the sector as a whole at £1/2 billion. And Housemark has warned that the figure is set to rise in the wake of the government's welfare reforms.  Read more on the HouseMark website. 

Developing Effective Performance

17 May, HouseMark, Coventry

The regulator expects landlords to focus on economic regulation within a co-regulatory framework. Boards are expected to seek and provide assurance to the regulator that all the organisation’s resources are deployed to maximise a return on investment. This return can be financial, social or environmental.

The efficiency and effectiveness of performance management arrangements therefore play a central role in showing an organisation’s ability to demonstrate VFM and measure the things that matter to tenants and stakeholders. The organisation’s ability to measure, monitor and report performance against objectives helps the board to challenge and provide assurance in the annual regulatory VFM self-assessment that it is an effective business. This one day workshop will enable delegates to understand some of the key performance management issues in determining how well organisations deliver social value. Find more details on the HouseMark website.

Welfare Reform Workshops

To help landlords prepare for Welfare Reform changes, HouseMark is running 4 service improvement workshops covering a number of the key areas and issues for landlords.

28 February - Coventry

5 March - London

7 March - Manchester

19 March - Cardiff

 Content/Speakers

overview session from Sam Lister, CIH

a session on the impacts of the bedroom tax from Sharon Wheeler, CIH

speakers from credit unions, direct payment pilots & payment card providers

a closing workshop session where you can share and learn from your peers

Find more details on the HouseMark website.

Welfare Reform Workshops

We are witnessing the biggest upheaval to the welfare system since it began. With the bedroom tax coming in from April 2013 and Universal Credit going live from October 2013, these are challenging times for landlords. To help landlords prepare for these changes, HouseMark is running 4 service improvement workshops on welfare reform, covering a number of the key areas and issues for landlords.

• 28 February - Coventry
• 5 March - London
• 7 March - Manchester
• 19 March - Cardiff

Find booking details on the HouseMark website.

HouseMark Appoints New Chair of the Board

 HouseMark has appointed Jon Sawyer as chair of its board for a three year term. Jon will be the company’s first independent chair and will work with a board primarily composed of non-executives appointed by the company owners, the Chartered Institute of Housing and the National Housing Federation.  A successful entrepreneur, Jon brings experience as co-owner and managing director of Eye (a property development, asset management and regeneration company), as well as chair and board member of several businesses and organisations, including Frost and Snow (a social enterprise arm of Midland Heart), Nottingham City Homes and Empty Homes.  Jon Sawyer commented, "HouseMark is a unique and successful business, which provides valued services to the sector. Nonetheless, its future success will require new and innovative business solutions. I am looking forward to working with an able and experienced board and executive team on a new business strategy that responds to sector diversification and an increasingly commercial operating environment. I am very excited by this new challenge."