Inspection is back. I’ve been working with landlords, large and small, all over the country to get ready. These are the tips I’d pass on.
Every contact matters. The RSH’s new standards cover just about every contact you have with tenants and shared owners. So, make sure the folk taking calls, writing e-mails and repairing homes are spot on.
Data is king – for now. The RSH is really good at probing data for flaws. They have years of experience of checking the quality of safety data from their in-depth assessments. You’ve got to make sure that you calculate the measures for gas, electrics, fire, asbestos, water and lifts accurately.
Do you know who’s behind every door? This is a question the RSH will pose. Many landlords are disappointed by the low satisfaction ratings they’re getting for dealing with complaints and ASB. This may not be the end of the world so long as the figures are accurate, and you have credible plans to get better.
Leaders – check yourself before you wreck yourself. The way it’s supposed to work is that boards or councils must satisfy themselves that they’re meeting the consumer standards. Then the RSH will come in to check your system is watertight.
So, the big question for chairs, lead members and chief executives is: Can you prove that you’re meeting the standards? In all honesty, few will be saying yes, we are for all services. That’s when the robustness of improvement plans will come to the fore.
Tenants, shared owners and frontline workers spot things first – so listen. As sure as eggs is eggs, the RSH will come across cases where the board sounds sublime and the data shows nothing but green lights. Yet the tenants and whistleblowers tell a very different tale. That’s when it’s time to get out to meet and greet on the estates.
Don’t wait to be inspected. If you don’t comply with the consumer standards, it may be time to tell the RSH. They expect you to be self-aware and to self-refer.
On the plus side, it demonstrates that you’re honest and that could go in your favour with the RSH when it thinks about what to do next. Ministers are chomping at the bit for the RSH to pass on huge fines. Don’t give them any excuse to do this.
Inspection is an opportunity to shine. Everyone knows that many (maybe even most) landlords don’t yet meet the consumer standards. Could someone else do the job better? Based on my extensive travels, the answer is a firm ‘no’. Staff I meet are truly capable and are more often than not going the extra mile. But they need a big cash injection to get things right.
Last word. People are telling me that if you think safety and quality is bad in social housing, take a look at temporary housing for the homeless. That’s the bigger risk. You’ve got more vulnerable people enduring worse conditions. Surely the RSH should be inspecting this too?! There’s such a lot to do to overturn the years of malign neglect.
Alistair McIntosh, Chief Executive, HQN
