Since the Social Housing Regulation Act (SHRA) came into effect last year, a key focus for social housing providers has been how to make the best use of their data. Leveraging data is essential to proactively address tenant well-being, meet stricter consumer standards for repairs and enhance information sharing with residents.
Better data access, management and use don’t just allow a proactive approach to management, they also enhance social housing providers’ abilities to remain compliant with the SHRA, avoiding potential fines and ensuring positive outcomes during surprise inspections.
Proactive maintenance and tenant well-being
Collecting data is crucial, but it’s only the beginning. The analysis and application of the insights gained unlock possibilities for proactive maintenance and improved tenant well-being. Housing staff can leverage data to go beyond reactive repairs and create positive living environments for their tenants.
Analysing maintenance records leads to identifying recurring issues (such as leaks and faulty appliances) in specific properties. This enables preventative interventions before problems develop and disrupt tenants. Imagine spotting a pattern of boiler failures in a housing development; this could point to a lack of servicing, problems with a contractor or the type of boiler installed. These insights can be used to ensure pre-emptive servicing or replacements to reduce breakdowns in the middle of winter.
Tenant complaints are another valuable data source. Categorising complaints enables the faster identification of widespread issues such as damp or poor ventilation. This empowers housing staff to address common problems before they affect larger numbers of tenants. For example, a surge in complaints about damp might prompt an inspection that exposes underlying structural issues or the need for ventilation upgrades.
Data analysis goes beyond historical records. By combining data sets (such as complaints, inspections and property details), reliable predictions about future failures become possible. This allows for targeted preventative maintenance and resource allocation, focusing efforts on those properties most at risk. Predictive maintenance benefits tenants by minimising disruption and saves housing providers money in the long run.
This data-driven approach empowers a shift from reactive repairs to proactive maintenance, ultimately leading to more comfortable and healthy living environments for tenants.
Improving data collection for better decision-making
Effective data collection for housing providers goes beyond what’s gathered during routine inspections. Actively soliciting additional information through surveys, recording feedback from tradespeople and incorporating tenant vulnerability factors empower better decision-making for compliance, financial security and, ultimately, tenant well-being.
Different tenants have different needs. Considering tenant vulnerability during data collection is key to achieving compliance around the timeliness of repairs. Housing providers should consider collecting data relevant to timescales for repairs. Offering surveys in multiple languages and accessible formats for those with disabilities allows for more robust datasets. This means housing staff can gain a better understanding of their tenants’ needs so they can become proactively compliant.
Feedback from tradespeople contracted for maintenance and repairs is another valuable data source that’s often overlooked. By soliciting insights and encouraging them to flag situations requiring urgent attention for vulnerable tenants (for example, a faulty lift that needs immediate attention for a disabled resident), housing staff can identify recurring issues and ensure a more proactive service for tenants in need.
This broader, needs-based approach to data collection allows housing providers to create a comprehensive picture of their properties. It also means that their services can be tailored to specific tenant vulnerabilities. This richer data set leads to better decisions on property management, resource allocation and investment strategies, not to mention improved compliance with the SHRA, increased financial sustainability and a more positive and responsive living environment for all tenants.
Timely decisions from better information
The point of data analysis is to make better, faster and more proactive decisions that benefit both housing providers and their tenants. It’s not only about being compliant with the current SHRA standards for tenant well-being and stricter consumer standards for repairs, it’s also about accurately reporting on our data and exceeding KPIs confidently.
Data analytics tools such as Power BI make it easier to gain inspired insights by making it fast and simple to compare properties, time periods or other categories. This means spotting trends that might otherwise go unnoticed becomes easier. Aareon’s QL Power BI Reporting empowers housing providers to configure user-friendly dashboards that make it simple for staff at all levels to generate insightful reports. Housing managers can see at a glance which properties have the highest number of outstanding repairs or quickly spot areas with a significant backlog of tenants’ complaints. This transparency of information allows housing providers to make faster decisions and allocate resources effectively.
Ultimately, ensuring timely and accurate information is collected and data is effectively leveraged for insights allows housing providers to move away from reactive decision-making. This shift leads to the proactive addressing of issues, improvements in long-term planning and ensures the efficient use of resources for properties with specific needs. The result? A more responsive service for tenants and a more sustainable future for social housing.
Transparent communication for better service delivery
The SHRA emphasises the importance of transparent communications between housing providers and their tenants. Secure data access allows housing providers to create more responsive and resident-centric approaches.
One key aspect of transparent communication is ensuring tenants have easy access to information about their homes and the services they receive. Self-service solutions, such as Aareon’s Customer Portal or App, provide tenants with 24/7 access to key details, including repairs, maintenance, and billing information. This level of transparency fosters a sense of control and lets tenants manage their tenancies effectively.
Furthermore, these portals create a convenient channel for tenants to report problems direct to their housing provider. This allows for accurate details about issues, faster response times and a more streamlined process for addressing repairs and maintenance requests. Additionally, these platforms automatically record any communication or actions taken, creating a clear audit trail. This improves accountability and transparency throughout the process.
Ultimately, a data-driven approach to communication empowers housing staff to deliver a more responsive service to tenants. By leveraging data to understand tenants’ needs and concerns, housing providers can prioritise repairs effectively and address maintenance work promptly.
Better technology leads to higher housing standards
As the housing landscape evolves, so too will the regulations and expectations for social housing providers. The good news is that advances in technology aren’t just keeping pace, they’re actively paving the way for a brighter future. For example, low-code integration platforms such as Aareon Connect simplify the integration of diverse software systems, enabling the rapid streamlining of operations without the need for specialised expertise.
By embracing a data-driven approach, housing providers can leverage the power of information to proactively address tenant needs, prioritise repairs and deliver a higher standard of living. Of course, it also enhances their ability to remain compliant.
Secure data collection, actively involving all stakeholders in gathering relevant data, insightful analysis and transparent communication are no longer luxuries, they’re essential tools for success in the ever-evolving social housing sector.
Mike Llewelyn is the social housing development manager at Aareon UK.
