The Better Social Housing Review (BSHR) was set up in 2022 by CIH and National Housing Federation (NHF) to help tackle some of the issues within the English housing sector. The independent panel were a diverse range of experts in housing, with a passion for wanting to drive future change. They carried out the review of the sector and in late 2022 released the full report which you can download below along with the key recommendations and executive summary documents.
After the review published its report, alongside our colleagues at the NHF we welcomed the recommendations in full and designed an action plan to help the sector implement the recommendations. On this page you can find our range of resources, including a link to the NHF resources, that aim to help with this work.
Rethinking repairs and maintenance project
The rethinking repairs and maintenance project was established by CIH and NHF to support the social housing sector to improve its repairs and maintenance practices.
The BSHR found that resident dissatisfaction with repairs and maintenance services was a major issue in the sector, with only two thirds of social renters satisfied with the repairs service they received. Poor practice was also increasingly highlighted across news media outlets and in severe maladministration judgements by the Housing Ombudsman. This underlined the need for the sector to re-examine the basic components of what an excellent repairs and maintenance process should involve.
Read the project report guidance
Further information:
What does the sector say?
Steve Tucker | managing director at Sutton Housing Partnership
“We have been inspired by the principles and themes set out in the repairs and maintenance review and in particular from the examples from other providers. Our team has been developing better communication with tenants who report repairs and use the household’s data to tailor our approach to account for any vulnerabilities. We have also developed a Resident Repairs Focus Group and have given them an enhanced role in analysing feedback and insight to help design any improvements needed into the service. Our involved tenants have acquired real knowledge of how the repairs service operates and are now an embedded part of the improvement process.”
Lisa Birchall | head of policy at National Federation of ALMOs
"The NFA has been pleased to be part of the 'Rethinking repairs' and 'Knowing our Homes' strands of work emerging from the Better Social Housing Review on behalf of our members. While there is still room for improvement for the social housing sector, the review helped with taking stock, and the various outputs over the last two years have been very well received by our members."
Building community presence case study collection
One of the recommendations highlighted by the BSHR panel was that housing associations should develop a proactive local community presence through community hubs which foster greater multi-agency working.
In our action plan, we committed to share examples of where community hubs and other local presences are working well, with and for residents. The examples we have included in our case study collection span a mix of housing providers across the country and highlight much of the good work already happening in the sector which we hope will stimulate reflection and action.
View the case study collection
Further information:
Promoting housing officer role
CIH has a well-established continuing professional development offer which enables housing colleagues to access products and services that will develop their knowledge, skills and professional behaviours. The membership offer helps them demonstrate when they are working within recognised codes of conduct and ethics and to access opportunities to share best practice and contribute to the broader work of the sector.
The BSHR found that staff, particularly those on the front line, are working under exceptional pressures and demands leading to very high turnover rates and making it harder for many tenants to communicate with their landlord. It recommended that housing associations should increase investment in recruiting, developing and supporting the retention of more housing officers to enable them to re-establish more manageable patch sizes.
We have provided a range of webinars and conference sessions on the role of the housing officer and professionalising the workforce.
The CIH Level 2 and 3 qualifications provide details of the focus of the role of front-line housing staff. These qualifications are well established and are reviewed and updated on a regular basis to ensure they comply with equalities legislation and are open to all.
Continuing professional development (CPD) is a key component of ensuring frontline staff have the necessary opportunities to update their knowledge and skills and ensure their working practices reflect current requirements. We have developed guidance on this for particular roles and areas of focus and have included a sample career development framework for organisations to use as a basis for developing their own frameworks internally.
Further information:
Keeping you updated
In December 2023, CIH and NHF released a report, highlighting the work our organisations have done so far to support our members. The document outlines the progress made and the impact it’s already having across England.
Download A year on from the Better Social Housing Review - what's changing?
Throughout the following year, CIH and NHF sent members in England a series of email updates of the review, of which you can find all resources on this page, or on the NHF website.
Further information:
