From Reporting Problems to Preventing Them

What recent social housing consumer judgements suggest about the gap between holding information on a building and understanding the condition of the building itself.

Consumer standardsRegulator of Social HousingAwaab's LawStock condition

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Key takeaway

Joined-up records help a landlord show what it knew and what it did, and act before a recurring defect becomes a hazard, a claim or a lower grade.

C1–C4consumer grades issued by the Regulator of Social Housing

April 2024inspections against the consumer standards began

7recurring themes across published C2 and C3 judgements

The challenge

Recent consumer judgements return to the same themes: incomplete knowledge of what condition homes are in, repairs that need doing twice, hazards left open too long, and board reporting with gaps in it. Most landlords hold plenty of information. It often sits in separate places.

The solution

An evidence chain that ties each record to the building it describes, and an evidenced rating of risk that shows what is recurring, what has been done and what is still open: a Complitas BSMP and CompliScore.

Key findings

Most landlords are not short of information: repairs, complaints, stock condition and survey records sit separately.
The link between what a resident experienced, what was done and whether it worked can break.
Board reporting with gaps is a recurring finding in C2 and C3 judgements.