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Social landlords plan to reform services following pandemic, survey finds
Three-quarters of social landlords plan to deliver their services differently once the coronavirus pandemic has abated.
A sector survey by data expert HouseMark found that only 8% of housing associations and stock-retaining councils intend to return to business as usual.
More than half (57%) of the 153 providers surveyed reported that resident satisfaction has actually improved since COVID-19 hit the UK in March, forcing a shake-up of services.
The number of non-emergency repairs reported to social landlords doubled over June, according to the survey, with 62% completed.
Most in the sector began moving towards a normal repairs service in June as lockdown restrictions eased.
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HouseMark also reported that lettings doubled in June. The number dropped significantly, following the government announcement in April that inessential move-ins should be paused, but have now returned to near pre-lockdown levels.
However, an estimated 50,000 homes remained empty but available to let – twice as many as would normally be expected at this time of year and equivalent to £5m a week in lost rental income.
Rent arrears across the sector increased by a further 2.9% in June and now sit at an average of 3.47% of overall rental income.
Nine in 10 people employed by social landlords are now in work, with the number on furlough halving over June.
More than half (56%) are working externally while 35% are essential front-line workers.
Reports of anti-social behaviour rose 10% between May and June, and are now 60% higher than when lockdown measures were introduced in March.
Social landlords completed 93% of the gas safety certificates that came up for renewal in June, up from 89% in May.
Laurice Ponting, chief executive of HouseMark, said: “There are opportunities to be seized for landlords that are bold and agile, and we are seeing considerable evidence that these are being taken.
“The fact that three quarters of landlords are using the pandemic as a catalyst to improve services demonstrates the sector’s appetite to make the ‘new normal’ more positive for communities.”
Combined, the social housing providers surveyed manage more than 1.5 million homes.
