As social housing continues to evolve, early insights from the Regulator of Social Housing's (RSH) first wave of consumer standard inspections reveal important lessons. Although we're still in the early stages, these findings offer valuable direction for housing providers as they adjust to new regulations and expectations.
1. Quality Over Quantity: Evidence That Matters
One key observation is the significant variation in the quality of evidence submitted during inspections. Gathering the right evidence can be tricky, but the RSH is clear: it’s not about the quantity, but the quality. Inspectors aren’t looking for stacks of documents—they want clear, concise evidence that reflects both compliance and the organization's culture. This allows them to dig deeper when needed.
A crucial distinction has emerged between "reassurance" and "assurance." Many organisations focus on reassuring inspectors with narratives instead of backing up their claims with solid evidence. As one inspector noted: “Assurance without evidence is just reassurance.” For housing providers, this is a call to focus on proving compliance with concrete evidence, not just comforting words.
2. Shifting Focus: Culture and Learning
The role of organisational culture has become increasingly important. Inspectors are looking beyond basic compliance—they want to see if tenants have real opportunities to influence decisions and whether scrutiny is thoughtful and constructive. This isn't about ticking boxes; it’s about listening to tenants and learning from their feedback.
To succeed, housing providers need to build a culture that values improvement, especially when it comes to learning from complaints. It’s not enough to just meet standards; there must be a genuine commitment to engaging with residents and learning from their experiences.
3. Tenant Satisfaction Measures (TSMs): Learning from Data
When it comes to Tenant Satisfaction Measures (TSMs), the focus is not on comparing organisations but on what they can learn from their own data. While some may try to present their performance in the best light, the real goal of TSMs is to drive internal improvements and deliver better outcomes for tenants.
This reminds us that data isn’t just numbers—it's a tool for learning. The key question for housing providers should be: "What is our data telling us, and how can we use it to improve our services and engagement with tenants?"
4. Governance: Purpose at the Core of Success
Good governance is more than just meeting regulatory requirements—it’s about having a clear purpose that drives long-term success. This means aligning governance structures with the broader goals of social housing, like improving tenant welfare and building stronger communities.
The RSH has noted that many organisations are on the right track with purpose-driven governance, but there’s still work to be done. Embedding this purpose into everyday operations will be key to ensuring long-term, sustainable success.
Looking Ahead: Adapt and Evolve
The early findings from these consumer standard inspections highlight the need for housing providers to focus on delivering quality evidence, engaging meaningfully with tenants, using data to drive improvements, fostering purpose-driven governance, and creating a culture of continuous learning.
As the RSH continues its inspections, housing providers have the chance to adapt and evolve. By doing so, they won’t just meet regulatory standards—they’ll create lasting, positive change for their tenants. The road ahead might be challenging, but the rewards—a more sustainable sector, better services, and happier tenants—are worth the effort.
Let’s keep tenants at the heart of everything we do as we navigate this new landscape.
Now is the time to reflect on your organisation's approach to these inspections. Are you ready to present clear, evidence-backed compliance? Is your culture one of learning and improvement? If not, now’s the time to make changes that will benefit both your tenants and your organisation in the long term.
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