King’s Speech 2023 – NHC on-the-day update

Charles III today delivered his first King’s Speech as Monarch, and the first King’s Speech for over 70 years, at the 2023 State Opening of Parliament.

The King’s Speech sets out the Government’s legislative programme for the forthcoming parliamentary session, and as such indicates the Government’s future priorities. It is expected that this will be the final King’s Speech before the next general election, which must take place at some point before 28th January 2025.

Press coverage prior to the Speech anticipated that the Government would focus on new legislation in areas such as criminal justice and new oil and gas licensing, while some legislation such as the Renters Reform Bill and Leasehold reform would be carried over from the previous parliamentary session.

These predictions were mostly accurate, with the Government briefing that criminal justice was ‘at the heart’ of the King’s Speech with no less than five Bills. Legislation of particular interest to NHC members includes a Leasehold and Freehold Reform Bill and the continuation of the Renters Reform Bill.

Proposals were also trailed over the weekend by Suella Braverman to restrict the use of tents by rough sleepers, deemed a “lifestyle choice” by the Home Secretary. These proposals did not, however, make it into the final Speech.

Commenting, NHC Chief Executive Tracy Harrison said:

Further detail on relevant legislation included in the King’s Speech can be found below. An Autumn Statement is due on November 22nd, at which Government will set out its fiscal priorities.

Renters Reform Bill                                                                  

The King pledged that his Government would ensure that “renters will benefit from stronger security of tenure and better value, while landlords will benefit from reforms to provide certainty that they can regain their properties when needed”. The Government will therefore carry the Renters Reform Bill, which recently received a second reading in the House of Commons, forward into the new parliamentary session.

A full guide to the Renters Reform Bill and the policies within it can be found here, but the key aims are:

  • To abolish Section 21 or ‘No Fault’ evictions, ceasing the use of fixed-term tenancies and moving to a system where all assured tenancies are periodic.
  • More comprehensive grounds for landlords to take possession of their property e.g. repeated rent arrears and Anti-Social Behaviour.
  • Stronger protections for tenants against ‘backdoor’ evictions such as above-market rent increases.
  • The establishment of a PRS Ombudsman to provide fair, impartial and binding resolutions on issues and complaints between private tenants and landlords.
  • Creating a Privately Rented Property Portal where all privately let homes will need to be registered.
  • Giving tenants the right to request a pet in their privately rented property.

 

In addition, amendments will be brought forward “at the earliest opportunity” to increase local authority enforcement powers against rogue landlords and to make it illegal for landlords to blanketly refuse to rent their property to tenants in receipt of benefits or with children.

Housing Secretary Michael Gove has recently confirmed that the abolition of Section 21 ‘No Fault’ evictions will not take place until after the successful implementation of reforms to the nation’s courts. It is expected that Section 21 evictions will therefore not be abolished before the next general election.

The Government also confirmed that they will not be taking forward proposals to establish EPC C energy efficiency requirements in the private rental sector. This U-turn was previously announced as part of Rishi Sunak’s ‘New Approach to Net Zero’.

There is currently an open call for written evidence for anybody in the sector who wishes to share their views on the Renters Reform Bill. Members can submit evidence here.

 

Leasehold and Freehold Reform Bill

The Bill will deliver the Government’s manifesto commitments on leasehold reform to establish “fairness in the housing market”.  The reforms will mean that all newly built homes must be sold as freehold, though new flats can still be leasehold.

The Bill will include provisions to:

  • Make buying or selling a leasehold property quicker and easier.
  • Ban the creation of new leasehold houses.
  • Require transparency over leaseholders’ service charges.
  • Increase the standard lease extension term from 90 years to 990 years for both houses and flats, with ground rent reduced to £0.
  • Build on the legislation brought forward by the Building Safety Act 2022, ensuring freeholders and developers are unable to escape their liabilities to fund building remediation work.

 

There will be a consultation on capping existing ground rents. Subject to that consultation, the Government will look to introduce a cap through this Bill.

The Bill tackles some existing problems such as making it cheaper and easier for more leaseholders to extend their lease, buy their freehold, and take over management of their building. Many might consider the proposals address only a few of the injustices of the leasehold system.

The Law Commission review which finished three years ago was a full review of the law with wide recommendations. Former Shadow Levelling Up, Housing and Communities Secretary Lisa Nandy had stated that a Labour government would, within 100 days of taking power, implement the law commission proposals.

The Bill is a positive reform but many will consider there is a risk of a two-tier leasehold market as the phasing-out of leasehold for some properties leaves existing leasehold properties even less desirable for those selling their homes or re-mortgaging.

The legislation governing leasehold tenure has developed in an ad hoc way and has been subject to a good deal of amendment. The Law Commission had been tasked with simplifying and consolidating existing legislation into a single Act. It will be unclear whether this proposal achieves such a consolidation until the legislation emerges.

 

Keeping people safe

The Government says “Anti-social behaviour isn’t inevitable, and it isn’t a minor crime. It makes life miserable for so many and it can be a gateway to more extreme crimes.”

Two immediate bans were highlighted:

  • Nitrous Oxide: possession will be illegal from tomorrow (08/11/23).
  • XL Bully Dogs: under the Dangerous Dogs Act by the end of the year.

 

The Government will introduce a Criminal Justice Bill to reform the criminal justice system and give police new powers including:

  • Increasing the multi-agency management requirements on offenders convicted of coercive or controlling behaviour.
  • Introducing a mandatory duty on those who work with children to report concerns relating to Child Sexual Abuse.
  • Addressing the crimes and anti-social behaviour that blight communities by:
    • taking tougher action on drugs through an expansion of drug testing on arrest.
    • increasing the maximum penalty for sale of dangerous weapons to under 18s.
    • creating a criminal offence of possession of a bladed article with the intent to cause harm.
    • tackling ‘persistent, nuisance, and organised begging’.

 

The speech also announced a Sentencing Bill to “ensure tougher sentences for the most serious offenders and increase the confidence of victims.” It will move to reform short sentences to help with rehabilitation and reduce reoffending – using suspended and community sentences, where they are more effective than short custodial sentences.

The Government will also introduce a Victims and Prisoners Bill, to give “ministers the power to stop the parole of the worst offenders”.

 

Levelling Up/Support for Towns

The Prime Minister set out in his introduction to the King’s Speech his desire to reinforce people’s ‘pride in the places they call home’. The Speech promised ‘a long-term plan to regenerate towns and put local people in control of their future’, however promised legislation is limited to a Bill relating to Football Governance and another on the use of Pedicabs in London.

Of course, the Levelling Up and Regeneration Bill received Royal Assent on 26 October 2023, bringing in new laws to speed up the planning system, hold developers to account and enable the building of new homes. According to the Government, the bill forms the core of their long term commitment to levelling up, including new development for local areas and investment in local infrastructure, including giving councils new powers to improve high streets. You can read more on DLUHCs plans on this here.

 

Welfare Reform

The Government did not include a specific welfare bill in the King’s Speech, but it did assert that proposals will be published to reform welfare and support more people into work.

 

The King’s Speech also restated the Government’s existing commitments to:

  • reform electricity grid connections.
  • deliver a ‘Network North’ programme of local and regional transport links.

 

Look out for an NHC on the day briefing on the 22nd November, when the Chancellor will set out his public spending plans in the Autumn Statement. We’ll provide a comprehensive update of all the relevant details for the housing sector announced in the Statement. 

 

 

NHC Chief Executive Tracy Harrison met with the Housing Minister Rachel Maclean MP last week in Westminster. 

Tracy talked the Minister through the emerging findings of the NHC’s Pride in Place research, and discussed our Autumn Statement representation and levelling-up priorities.

Tracy said:

“I was delighted to meet with the Minister.  Our discussion covered the findings of the NHC’s Pride in Place research, and our Autumn Statement asks, including the need to uprate local housing allowance to avoid growing pressure on homelessness services in the North.  As ever, the Minister constructively engaged with our case, and I was pleased to hear her reflect on the breadth of the role NHC members play in communities across the North.  Following a busy party conference season, it was good to look ahead to the Autumn Statement and Kings’ Speech.”

Members can look forward to on-the-day briefings from the NHC on the contents of the Kings’ Speech on 7th November, and the Autumn Statement on 22nd November.

Brownfield funding member news  

On 9th October, the Department of Levelling Up, Housing and Communities (DLUHC) announced £60 million of funding to support the construction of 6,000 new homes through the second phase of the £180m Brownfield Release Fund.  

The £60 million made available will support around 100 regeneration schemes, with the North of England being allocated approximately £23 million. Local authorities in the North West will receive over £15 million, while there will be £5.2 million for the North East and £2.4 million for authorities in Yorkshire & Humber.  

Oldham Metropolitan Borough Council will receive approximately £3.2 million, the largest single allocation in the North, and the third largest of all authorities who received funds.   

Money from the Brownfield Release Fund can be used to bring brownfield land, including derelict car parks, industrial sites and town centre buildings, back into productive use and ready for new housebuilding schemes.  

A full breakdown of how the £23 million awarded to Northern local authorities will be allocated can be found in the table below:  

Area   Funding allocation   
North West   £15,460,984 
Burnley Borough Council   £416,312 
Bury   £1,731,015 
Lancaster Council   £1,439,016 
Oldham Metropolitan Borough Council   £3,151,226 
Rochdale Metropolitan Borough Council   £425,951 
Salford City Council   £3,000,000 
Trafford City Council   £1,930,000 
Wigan Council   £1,042,464 
Wirral Metropolitan Borough Council   £2,325,000 
   
North East   £5,216,116 
Darlington Borough Council   £262,450 
Newcastle upon Tyne City Council   £1,819,123 
Sunderland City Council   £3,134,543 
   
Yorkshire and Humber   £2,375,790 
Kingston upon Hull City Council   £980,000 
Kirklees Council   £210,100 
Rotherham Metropolitan Borough Council   £431,746 
Sheffield City Council   £753,944 
   
Total   £23,052,890 

 

The Housing Ombudsman Annual Complaints Review

The Housing Ombudsman has released its Annual Complaints Review for 2022-23, providing key insights into the social housing complaints landscape. The review reveals a sharp increase of severe maladministration findings, with individual performance reports published for 163 landlords where the Ombudsman made most findings. The report highlights that social housing complaints have seen a huge spike due to poor property conditions, legislative changes, media attention, and the inquest into the death of Awaab Ishak.

The Annual Complaints Review provides a comprehensive assessment of complaints in social housing, including that the Ombudsman received over 5,000 complaints for the first time last year, a 28% increase on the previous year. The report also shows that more than half of the findings were upheld for the first time, with an increase in maladministration findings where service requests were not handled reasonably.

In many of these cases, landlords are making the same mistakes over and over again. This shows that with just a little bit of sharp focus on the important issues the Ombudsman highlights, the sector can get to grips with the problem.

The Ombudsman has again written to Chief Executives of landlords who have a maladministration rate of over 50% to bring urgent attention to the figures. However, this year the Ombudsman is also writing to five landlords who had no findings upheld, recognising their positive complaint handling approach. The review also looks at Complaint Handling Failure Orders (CHFOs) and key issues for the first time, with the Ombudsman issuing 146 CHFOs last year.

The Annual Complaints Review provides key insights and information into the performance of landlords managing complaints. Alongside this publication the Ombudsman are also hosting training and events to keep up to date with the latest policies and best practice.

Read the full review here

Read the resident-facing review here.

To access the Housing Ombudsman Training and Events click here

NHC submits Autumn Statement representation to HM Treasury 

On the 13th October, the NHC submitted its Autumn Statement representation to HM Treasury, laying out our relevant key asks to support the North’s housing sector.  

On 22nd November, Chancellor Jeremy Hunt will make what may be his final Autumn Statement before the next general election. As a result, much of the media focus is on whether the Chancellor will announce any new tax cuts or spending to win over prospective voters.  

The NHC’s representation focuses on:  

  1. Alleviating private rental sector affordability pressures by restoring the Local Housing Allowance so it once again covers the 30th percentile of local rents  
  2.  Providing funding certainty for housing providers so they can effectively plan energy efficiency improvements, through releasing the remaining unallocated funds from the Social Housing Decarbonisation Fund and making a long-term funding commitment for housing retrofit  
  3.  Ensuring that local authorities have the capacity in their housing teams to effectively monitor and enforce compliance with the Decent Homes Standard, especially as it is applied to the Private Rental Sector for the first time  

 

Increasing affordability for those on low incomes renting in the private rental sector  

Since 2019/20, rents in the private rental sector have increased by 15% in Yorkshire & Humber, 12% in the North West and 10% in the North East, while Local Housing Allowance (LHA) rates have been frozen since 2020.  

The result of this is that for those on low incomes, private renting is becoming increasingly unaffordable. We now find ourselves in a situation where only 7% of two-bedroomed properties let in the North of England are affordable for people reliant on the LHA. In the North West, this figure is even lower at 4.9%.  

This is leading to increased private sector evictions, and ever-greater pressure on local authorities, who are seeing more households requesting homelessness support and are having to spend record amounts of money on expensive temporary accommodation.  

We believe the government can play a significant role in alleviating these affordability pressures for private tenants on low incomes, by restoring Local Housing Allowance so it once again covers the 30th percentile of local rents, and re-link the LHA to the real cost of renting a home for future years. 

 

Funds for Decarbonising Social Housing  

In 2020, the government announced the £3.8bn Social Housing Decarbonisation Fund, to support housing providers to make energy efficiency improvements to their homes. So far, around £1.1 billion of funds have been made available to housing providers in four waves (including the most recent £80m for Wave 2.2). 

More needs to be done, however, to accelerate the decarbonisation of our housing stock. There are currently around 3.6 million homes across the North in need of retrofit. The competitive, short-term nature of existing funding streams means that housing providers cannot effectively plan their long-term investments in housing retrofit as efficiently and effectively as they could if there were a clearer idea of what government funding support will be available over the long-term. This means that our energy efficiency drive is slower than it could be, and that supply chains cannot effectively scale up to meet predictable, increasing demand. 

Further clarity for the sector could be provided at the Autumn Statement, if government were to release the money that remains unallocated from the Social Housing Decarbonisation Fund (SHDF), or by laying out how subsequent SHDF waves will allocate any remaining funds, allowing housing providers to plan their investments with confidence of continued government support.  

Beyond this, a long-term energy efficiency funding commitment of £6bn per year across all housing tenures would provide the certainty required for housing providers and supply chains to scale up plans and operations in housing retrofit.  

   

Decent Homes Enforcement 

As part of the government’s ongoing work to improve housing quality in the Private Rental Sector (PRS), the Decent Homes Standard (DHS) will, at some future point, be applied to the PRS for the first time.  

While the introductory of a minimum standard is welcome, if the DHS is to be successfully applied, this will be a significant increase in the workload of local authority housing teams as they assess homes, and where necessary take enforcement action, against the Standard.  

Recent data from the Department of Levelling Up, Housing and Communities showed that the most common local authority enforcement team size is between two and five Full Time Equivalent (FTE) staff – with 26 local authorities currently having between zero and one FTE staff working on housing enforcement.  

It is critical that funds are made available to local authorities, so that they have the capacity and expertise within their workforces to meet the increased demands of effectively assessing and enforcing the Decent Homes Standard in the private rental sector.   

 

The NHC’s representation can be found, in full, here. A comprehensive summary of the Autumn Statement and any housing-related announcements will be available to NHC members shortly after the Statement on 22nd November.  

Housing at Party Conference Season  

The conferences of both main parties took place in October. With this possibly being the final conference season before the next general election, both parties are beginning to flesh out their offer to the electorate, and both made important announcements in the areas of housing, rebalancing and net zero.  

 

Conservative Party Conference 

This year’s Conference Season saw the Conservatives go first, and any focus the Prime Minister may have wished to put on his government’s approach to rebalancing during his trip to the North West was ultimately overshadowed by his decision to scrap the Manchester leg of HS2.  

Rishi Sunak used his speech as an opportunity to present himself as the candidate for change in a future general election and announced new education reforms and an age-related ban on smoking. Housing was notable by its absence in the prime minister’s speech to his party conference, with Sunak only making a brief reference to housebuilding. But while he may not have given much focus to housing in his own address, members of his Cabinet did announce new policies relevant for housing providers over the Conference period and the fringe events had very active discussions on a range housing issues.  

 

Social Housing Decarbonisation Fund Wave 2.2  

One significant housing announcement came from newly appointed Secretary of State for Energy Security and Net Zero, Claire Coutinho. In her speech, Coutinho announced that £80 million would be made available “to insulate thousands of social homes”, through Wave 2.2 of the Social Housing Decarbonisation Fund 

An important condition of this new funding is that housing providers who previously received funding through Wave 2.1 will not be eligible for this wave. Applications for funding are expected to open from 20th November 2023, and further information is available here. 

 

Long-Term Plan for Towns 

The major housing-related announcement was Michael Gove’s ‘Long-Term Plan for Towns’. Fifty-five towns are set to benefit from the plan in total, which will see £1.1 billion collectively spent over 10 years with the aim of regenerating towns and attracting further private and philanthropic investment. 

Each town will receive £20 million in endowment-style funding and support, to be spent on local priorities such as regenerating high streets and ensuring public safety. Each of the towns named in the Plan will also be required to establish a Long-Term Plan for the town, to be consulted on with residents, and to set up a ‘Towns Board’ to bring together community leaders, employers, local authorities and the local MP to oversee the delivery of the Plan.  

Of the 55 listed towns, 25 are in the North: with ten in the North West, six in the North East and nine in Yorkshire & Humber. A full list of the towns, arranged by region, can be found in the table below: 

Towns listed in the ‘Long Term Plan for Towns’  
North West   North East  Yorkshire & Humber  
Darwen (Blackburn with Darwen)  Eston (Redcar and Cleveland)   Grimsby (North East Lincolnshire) 
Chadderton (Oldham)   Jarrow (South Tyneside)   Castleford (Wakefield) 
Heywood (Rochdale)   Washington (Sunderland)  Doncaster  
Ashton-under-Lyne (Tameside)   Blyth (Northumberland)   Rotherham 
Accrington (Hyndburn)   Hartlepool   Barnsley  
Leigh (Wigan)  Spennymoor (County Durham)   Scunthorpe (North Lincolnshire)  
Farnworth (Bolton)   Keighley (Bradford)  
Nelson (Pendle)   Dewsbury (Kirklees)  
Kirkby (Knowsley)   Scarborough (North Yorkshire)  
Burnley  

 

Labour Party Conference  

The Labour Party’s Conference in Liverpool saw housing take centre stage. Keir Starmer pledged in his leader’s speech that a Labour government would oversee the construction of 1.5 million new homes within the first five years of power, through a range of new policies to boost housebuilding. The self-professed “YIMBY” (Yes In My Back Yard) Leader of the Opposition pledged that Labour would reform the planning system to accelerate the approval process, and accepted that Labour would need to overcome local opposition if it were to meet its housebuilding goals. The housing policy proposals in the leader’s speech included:  

  • A new generation of ‘new towns’ with homes built in Georgian design  
  • Release of greenbelt land of low natural or environmental value, termed “the greybelt”, for housebuilding  
  • A package of devolution measures to hand more power over planning and control over housing investment to regional mayors  
  • A ‘planning passport’ to accelerate approval of high-density proposals on urban brownfield sites  
  • New development corporations with power to remove ‘blockages’  

 

Affordable Housing 

Angela Rayner also vowed that a Labour government would oversee “the biggest boost to affordable housing for a generation”. The Shadow Secretary of State for Levelling Up, Housing and Communities pledged to strengthen the rules around Section 106 agreements and “prevent developers wriggling out of their responsibilities” to deliver affordable housing. Rayner said Labour would upskill local authorities on Section 106 negotiations, increase transparency around the viability process used to determine whether developers can provide their obligated social homes and “ensure developers could only challenge cases where there are genuine barriers to delivering these new homes”.  

Rayner also pledged to increase the flexibility of the Homes England Affordable Homes Programme, by increasing the proportion of funds that can be used to acquire existing homes. This follows the Department for Levelling Up, Housing and Communities (DLUHC) handing £1.9 billion back to the Treasury in July following departmental underspends, including a £600 million underspend on the Affordable Homes Programme.  

 

Labour and Net Zero 

There were no new major announcements in the area of domestic energy efficiency at Labour Conference. Ed Miliband did use his speech to re-commit to Labour’s Warm Homes Plan, which aims to insulate 19 million homes across the country, including 4 million in the North. Labour reconfirmed its pledge to invest £6 billion a year in home energy in the second half of the parliament, something the NHC called for in our Real Homes, Real Change showcase [link]. More information about the Warm Homes Plan is available here 

 

NHC welcomes Maxmedia as new Supporter members

The NHC are excited to announce a new partnership with Maxmedia, a marketing and communications agency specialising in social housing. The partnership between NHC and Maxmedia will see Maxmedia provide marketing and communications advise to our members, they will provide sponsorship at events as well as offering housing sector-relevant insights.

Jon Pendrill, Managing Director, Maxmedia said: 

“We’re delighted to be joining the NHC as Supporter members. We’ve built a strong relationship with the NHC over the last few months and have seen first hand the fantastic support they provide to members. We’re anchored deep within the housing sector and we hope our new partnership will allow us to broaden our support to housing providers. We focus on outcomes not output, we use our knowledge of the sector, human behaviour and marketing skills to bring about positive changes through impactful communications.

Maxmedia understands the challenges of the sector and work to help provide solutions. These solutions can include support with: the journey to Net Zero and retrofit, the cost of living crisis, damp and mould, budget and time constraints, and regulatory requirements and changes. Some of the projects Maxmedia have supported members with include the NHC, Placeshapers and Tpas Heartwarming Homes project, a toolkit supporting engaging and communicating with residents, Bolton at Home’s Bolton Manbassadors project, a Men’s monthly health campaign (and UK Housing Award campaign of the year winner 2022), MSV Housing’s WOW campaign and FCHO’s Cost of Living campaign.

Kate Maughan, Director of Member Engagement at the NHC, said: “We’re excited to announce Maxmedia as a new NHC Supporter. Supporter members bring external expertise and allow us to broaden the support we can offer to our membership of housing organisations across the North. We’re really looking forward to working with Jon and the team to share their expertise and support our members with their communications and marketing needs”.

Visit our website for further information about Supporter membership and Maxmedia.

Pride in Place at Party Conferences

Earlier this month the Northern Housing Consortium and partners were in Manchester and Liverpool, hosting breakfast roundtables previewing the findings of Pride in Place to political stakeholders. As Rishi Sunak unveiled his ‘Long Term Plan for Towns’, with an emphasis on community-led vision and collaborative working, and Keir Starmer announced a new generation of New Towns, built around prosperity, parks, and public services, the sessions proved timely for both political parties in outlining what northern residents look for in a great place to live.

Each session began with an overview of findings provided by Thinks Insight & Strategy, the research agency established by Deborah Mattinson, the Leader of the Opposition’s Director of Strategy. Although already rich in insights, a testament to the social and private rented sector residents who contributed, this was only a preview, with the full report being published on 9th November at the Northern Housing Summit. Drawn from workshops held across the North, in Blackpool, Benwell, Skipton, Moss Side, and Knowsley, attendees discussed what residents had to say about Levelling Up, what contributes to local pride, and the role of both individuals and in agencies in building pride across areas.

Key themes included access to basic services, transparency and engagement, and the local environment. In Manchester at Conservative Party Conference, attendees including Local Trust, Centre for Cities, and the University of Manchester discussed the importance of social capital; centring around comfort and community, this was the way residents felt at ease in their neighbourhood, and the pride they feel in the connection they have with neighbourhoods and near-by friends. During Labour Party Conference, attendees in Liverpool, which included representatives from across local politics, honed in on the importance of green spaces for health, wellbeing, and sociability. Although universally popular, many neighbourhoods were unsure their green spaces were reaching their full potential, and more could be done to scope out community involvement in reaching that potential.

The Party Conferences were the last stop on the road to publishing Pride in Place at the Northern Housing Summit on the 9th November. There attendees will be joined by Thinks Insight and Strategy, partners involved in the work, and participant residents sharing their views. We look forward to seeing you there.

Updates on the Pride in Place project can be found on the Northern Housing Consortium’s dedicated Rebalancing Webpage:

RSH Consumer Standards Consultation – our response

Thanks to everyone who has been involved in our response to the recent consultation on Consumer Standards from Regulator for Social Housing (RSH). We hope that you found our webinar, meetings and opportunities to meet the regulator useful in shaping your response. Your contributions helped very much to shape ours.

Our response to the consultation can be found here.

We will also be responding to the current consultation on fees and expect further consultation documents related to the Social Housing (Regulation) Act to be issued shortly. If you have any comments around the fees consultation, please email nigel.johnston@northern-consortium.org.uk.

We are pleased to have been invited to join the newly-formed RSH Advisory Panel (the only non-national organisation to be involved), and will continue to represent the views of members in our discussions with the RSH.

Test and learn phase begins for Heartwarming Homes toolkit

 

Eighteen social housing providers are testing a communications toolkit which will support them to engage with residents about having Net Zero work completed in their homes.

The Heartwarming Homes toolkit will help providers change the way they engage and communicate with residents about energy efficiency improvements.  It will be a useful guide for both communications and sustainability and asset management teams.

The toolkit uses behaviour change principles and includes research and practical advice about how to make energy efficiency an easy choice for residents.

There is advice  about which channels to use to engage with residents successfully. Face-to-face communication and resident ambassadors have both been identified as key to building trust, as well as educating colleagues so everyone a resident has contact with is on-message.

There is a step-by-step communication process for energy efficiency projects, and a range of resources you can download and share with residents including  FAQs, sample letters and case study videos. The ‘using the right language’ section will help you communicate in a clear and accessible way.

There is also a section which looks at how you can communicate with the wider customer group about energy efficiency, including those who are not yet due to have work done on their home.

Kathy Thomas, the project’s Communications Project Manager (Net Zero) said:

“One of the biggest takeaways for me from our tenant advisory group and communications advisory group has been the need to create trust between tenants and landlords. Both groups have played a big part in making sure what we produce is relevant to tenants and the housing sector.

“Social landlords are leading the way with making the UK’s homes greener – and they’re facing similar challenges. Heartwarming Homes is about offering a better resident experience and helping your sustainability programme run smoothly. To make this happen, communication and engagement need to be an integral part of net zero project plans.”

Heartwarming Homes has been developed in partnership with Northern Housing Consortium, Placeshapers and Tpas. It takes forward recommendations from the Social Housing Tenants’ Climate Jury and Residents’ Voices in the Net Zero journey.

 

Heartwarming Homes is about the sector working together – it’s time to collaborate not duplicate. Get in touch if you’d like to find out more or share your learning.