Social Housing Repairs – What shape are you in?
The Covid pandemic has put every business under significant pressure with challenges beyond anything we have experienced in our lifetimes or even thought possible.
It is no wonder we have all felt the strain as events have unfolded and we struggle to make sense of it all at home and at work.
It is understandable that we feel anxious and a bit fearful about what the future holds.
Before we feel too down about things let us try to put all of this into perspective.
Prior to this pandemic the investment we have put into our families and our businesses, the hard work, sleepless nights and worry together with the personal and financial sacrifices that we have had to make before anyone even heard of Covid-19 has believe it or not built character and resolve to help us through these difficult times, and will without doubt sustain us into a brighter and more hopeful future.
We have already done a lot of the hard work getting our lives and businesses to this point, well done, but there is more to do, and we are more than capable of meeting the challenge and beyond as those working in Social Housing are nothing if not resilient and determined.
Housing repairs like many other areas of our work will need careful consideration as we come out of the lockdown and commence the post Covid recovery.
We cannot change long established working practices overnight but one thing this pandemic has done is challenged our thinking in terms of how we have delivered repairs in the past, and how we must adapt and innovate to deliver a sustainable repairs service in the future to all customers, whatever their circumstances. A service that is customer focused, keeps visitors and residents safe, gives all stakeholders a say, provides decision making opportunities and benefits everyone in the new post Covid environment.
All businesses will be at different stages of development in terms of how they manage their repairs service but it is sometimes a good idea to take stock and “get back to basics” to take a fresh look at how you manage, your approach, the problems you face, what you want to achieve and how you will effect the changes you will inevitably have to make, and do not disadvantage the most vulnerable in our society.
Whether you are a large, medium or smaller housing provider, whether you have sophisticated data recording and reporting tools or just use simpler paper-based systems, your problems will be similar and your approach must as always be considered and realistic.
It might be in the short term we all have to lower our expectations regarding the repairs service we can deliver as there will be many demands both in human and financial terms that cannot be met with existing resources or in a ‘snap of the fingers’ timescale.
It will take time to recharge our batteries, get our house in order, gather our thoughts, to innovate and do things that would have perhaps been unthinkable a year ago, but now need immediate attention, based upon quite different circumstances and changed priorities we cannot now delay or put aside.
The direction in which many of us were heading prior to the pandemic has changed forever and this change is accelerating at a pace that cannot be ignored, so we must grasp this opportunity to make this work for everyone.
If we are to deliver on the promises we have made to provide good quality, affordable housing, that has at its heart a repairs service that is fit for purpose, and that adds value to our assets both in bricks and mortar and people, then we must adapt and work together to achieve this end.
In memory of those that have not made it through, and to make the lives of those working and living in social housing the best we can, so they can lead healthier and fulfilling lives, we just need to keep doing what we do best. This will mean in lots of ways a different approach, but the tried and trusted is the best place to start before we embark on more radical solutions.
Now could be a good time to review your risk map, take stock of where your business is now, and make plans for the future that can evaluate the changes in our world and help as far as is practicable mitigate the Covid effect so you are better prepared for what might lay ahead.
Here is a checklist, a snapshot to help to on your way. This list is repairs biased, is not definitive and in no particular order and could easily apply to other business applications.
There will be things that are of no relevance in your sphere, but you can add your own headings and it is a starting point. It’s never too late.
Repairs Checklist
- Short, medium and long term plans – you will need to review in light of the pandemic effect.
Detailed record of all the backlog repairs and prioritised into an action plan.
Repair budgets reviewed and adjusted making sure next year’s provision is adequate to meet the increased need.
Condition intelligence adjusted to taking into account a re-mapped replacement targets in lieu of potential deterioration of the assets.
Covid safe surveys to understand the result of delayed/reduced repair coverage.
- Welfare: Have you checked on the health and wellbeing of your employees/ colleagues lately?
Reviewed the sickness and vaccination records on who has been away with Covid and other ailments to assess who has the added protection to enter homes and carry out repairs safely.
Provided addition information to the community on how to stay safe and where to go if they have any issues or concerns.
- Health and Safety: Are your data reporting and risk assessments up to date?
Kept up with all your safety compliance documentation to meet your responsibilities. It’s been shown that delays in providing this intelligence when required is not a defence when using Covid as the reason for the delay.
- Are your PPE stores current and fit for purpose?
Making sure all your staff have the right equipment, and in good condition, needs to be recorded correctly.
The right quantities also need to be in place, in the right locations, to make sure the kit is there when needed.
Make sure you have the ability to source sufficient replacement PPE when needed to minimise lack of stock.
- Do you have a working from home and return to work strategy/implementation plan?
Most organisations have a flexible approach, but have you reviewed your strategy to allow an increased remote working life style post Covid. The additional technology needed to make sure the remote working is reliable and smooth.
You will need to look at job roles, who may need to be in residents’ homes and work through a safety plan on how to engage in the most appropriate way.
- Is your Compliance (Gas, Electrical, Asbestos, etc;) database up to date?
As mentioned above, there are no excuses for lack of performance. Your systems should be robust enough to deal with the pandemic. Dealing with non-compliant situations may become more difficult but with the right workflows, situations that need to go to prosecution will conclude successfully, though may be longer. The point will be that the Landlord followed due process.
That said, you will need to show flexibility with access and be more flexible in approach if the resident is unwell. Using your enhanced procedures may mean the resident is isolated while the work is carried out.
As you review your repair delivery there will inevitably be implications for other areas of your business that will require conversations, communication inside and outside your immediate team and a commitment for change.
Are you prepared?
We at Cordery Castle are here to help.
For a confidential chat please call our office 020 3813 5578