To receive a presentation from the Service Director – Communities & Customer.

Contact: Paula Mawson.

Paula Mawson, Service Director for Communities and Customer, and Laura Fisher, Head of Housing, Resettlement and Independent Living, provided an overview of the Social Housing (Regulation) Act 2023 and the strengthened regulatory framework for social housing providers. Members were advised that the updated framework placed greater emphasis on tenant safety, housing quality, tenant voice, accountability and compliance and that as a registered social housing provider Shropshire Council would now be subject to inspection by the Regulator of Social Housing. Officers emphasised that although STAR Housing manages the Council’s housing stock on a day-to-day basis, it is Shropshire Council itself that will be inspected and held accountable for compliance with regulatory standards.

The Social Housing Regulator’s key objectives were outlined by officers and members were informed that inspections focus on four principal themes: safety and quality, transparency and accountability, neighbourhoods and communities, and tenancy services. It was explained that inspections were generally expected to take place every four years, although the timing can vary according to risks identified by the regulator or concerns raised through self-referral and performance monitoring. Officers added that landlords must be able to demonstrate compliance through robust evidence rather than relying solely on policies or assurances with particular importance placed on tenant satisfaction, health and safety compliance, repairs performance and the quality of engagement with tenants.

During discussion, the Chairman sought clarification regarding the relationship between the Council and STAR Housing, questioning how the Council could be inspected when STAR Housing was responsible for day-to-day management. Officers explained that the Council remains the registered provider and is therefore accountable for ensuring effective governance, oversight and performance management. While STAR Housing would inevitably be involved in any inspection process, the regulator would hold the Council responsible for demonstrating that appropriate monitoring and assurance arrangements were in place and that tenants were receiving the required standards of service.

The Chairman further asked how the Council monitored standards in areas such as neighbourhood management, antisocial behaviour and community engagement. Officers explained that several mechanisms were used, including tenant satisfaction measures, performance indicators, complaint monitoring, safeguarding arrangements and direct oversight of complex housing cases. A newly established Council post would also provide additional monitoring and assurance, particularly in relation to vulnerable tenants and complex tenancy management issues. Information from tenants, performance reports and partnership working would all contribute to the Council’s assessment of service quality and compliance.

Members asked whether the regulator would deal directly with STAR Housing during inspections. Officers advised that the regulator had been clear that its primary engagement would be with Shropshire Council as the registered provider. However, STAR Housing would be fully involved in supporting the inspection process, providing evidence and demonstrating how services are delivered on behalf of the Council. Officers added that Scrutiny itself forms an important part of the regulatory framework, and inspectors may review Committee activity, consider how members challenge officers and assess whether Scrutiny arrangements provide effective accountability.

Clarification was sought by members regarding the inspection regime itself, including who carried out inspections and how often they occurred. Officers confirmed that inspections were undertaken by the Regulator of Social Housing and explained that providers were expected to complete annual self-assessments against the regulatory standards. These self-assessments were shared with the Regulator and help to determine whether any concerns require further investigation. Officers noted that if significant issues were identified internally, the Council would be expected to self-refer these concerns rather than waiting for a formal inspection. Depending on the circumstances, the Regulator could choose to undertake an inspection outside the normal four-year cycle.

Members recognised the potential role of the Committee in supporting the Council’s regulatory responsibilities. It was noted that Scrutiny could provide an additional level of assurance by reviewing compliance, performance and tenant outcomes. The Committee was advised of STAR Housing’s annual tenant engagement exercise, The Big Check In, during which members would have an opportunity to accompany officers from STAR and the Council and speak directly with tenants about their experience of housing services if they wished to take part.

Recommended:

Members welcomed the update and agreed that Social Housing Regulator, tenant satisfaction and compliance monitoring should continue to feature within the Committee’s future work programme and it was noted that a further update would be presented at the November meeting.