An Update on the State of Social Housing

by Floyd March

In the latest installation of the Housemark survey, which sees over 350 members help chart the performance of UK social housing providers, there have been new revelations as policy and regulations tighten across the sector. Each month, the survey covers 15 key performance metrics, such as tenant satisfaction, complaints, building safety, staffing and repairs; all key aspects of the social housing sector that have come under particular scrutiny over the last few years.

In April’s edition of the report, there was a focus on rent arrears, an update on gas and electrical safety checks, complaints and satisfaction levels, and whether digital communications are finally on the rise.

Back in March 2023, UK Government launched a publicity campaign to ‘empower social housing residents to raise complaints’. By the end of March 2023, Housemark found that: “Formal complaint volumes had increased by almost 19% compared to February – this represents a 78% increase in complaints volumes from March 2022.”

Digital communication slowly improving

Increasing communication between landlords and residents has been a core issue for many years, with digital communication acting as a buffer for the issue.

While gas safety levels have been stable throughout the year – with a median just below 100% - the report found that electrical safety inspection rates have risen incrementally by 0.9 percentage points as greater numbers of homes have updated checks for this measure.

Our shows that a typical landlord’s digital contact was between a quarter and a third of all communications with residents. At the top end, landlords are recording just over half of all contact through electronic media, while the lowest scores are around 1 in 10 interactions.

Housemark

Satisfaction still tumbling - but there are reasons

In March 2023, median customer satisfaction rates were 77%, which is two points lower than March 2022 (75%) and 8-10 points lower than equivalent results pre-2020 (c. 87%). This can be linked to the previously discussed policy announcement. Tenants are increasingly aware of how to find and report issues, and expectations of living conditions in social housing are increasing.

It will be interesting to see the growth in repair and maintenance projects over the coming months and whether the social housing sector is responding to the increase in complaints.

Finally, the report highlighted:

“The pattern of rising and falling arrears through each month in 2022/23 is almost identical to 2021/22, with median arrears rates finishing the year at a similar level.”

This demonstrates that landlords working in the social housing sector have managed to collect rent and clear arrears despite the worsening economic conditions presented by rising inflation and the cost-of-living crisis.

Cymru

Mercure Holland House Hotel, Cardiff

11 July 2023