The importance of data in navigating the new regulations in social housing

In the ever-evolving landscape of social housing, data has become a crucial asset for compliance and service delivery. As new regulations take shape, the role of data in meeting these standards cannot be overstated. In this blog, we share insights from Diane Carney, Senior Consultant at DTP, and Chris Shaw, Managing Director of Shaw Consulting, on how social housing providers can effectively utilise data to navigate these regulatory changes.

Data as the backbone of compliance

Data is central to both consumer and economic regulation. It underpins reporting to regulatory bodies such as the Regulator of Social Housing (RSH) and the Housing Ombudsman, as well as internal organisational processes. Specifically, the new Tenant Satisfaction Measures (TSMs) require data that is accurate, reliable, valid and transparent, reflecting performance clearly. Additionally, the need for up-to-date and precise stock data is emphasised by the RSH as vital for providers to meet their obligations under the safety and quality standard.

What constitutes good data?

Good data in the social housing context can be defined by several key characteristics:

• Accuracy: Data must reflect the true state of tenant details, complaints, repairs and interactions.
• Completeness: It should capture all relevant information without missing crucial details.
• Timeliness: Data needs to be up-to-date and readily available for reporting purposes.
• Consistency: Definitions and formats should be standardised across the board to facilitate easy analysis and comparison.

These are essential for social housing providers to maintain compliance and deliver high-quality services.

Challenges and responses to data requirements

The challenges related to data in the social housing sector are not new, but there has been significant changes. Providers are now more focused on ensuring their data meets the criteria of good data. This has led to several positive developments, such as:

• Adopting a project-based approach to data management.
• Introducing improved data governance and controls.
• Focusing on the triangulation of various data sets to ensure completeness and relevance.

However, the challenge of integrating disparate data sources remains. The ability to seamlessly connect and compare different data sets, such as TSMs, complaints data, information relating to the diverse needs of tenants and performance outputs, such as tenancy turnover data, is still a work in progress for many providers.

Leveraging technology for better data management

From a technology perspective, providers are using dashboards and data warehouses to manage and present their data effectively. These tools offer a live view of data and are crucial for organisations using multiple systems, such as those for housing, ASB, complaints, asset management and repairs. By establishing a central repository of data and utilising tools like Microsoft Power BI or Amazon Quicksight, providers can create dashboards that deliver a point-in-time view of their data, enhancing both management and compliance efforts.

Moving from data rich to insight rich

One of the recurring challenges in the sector is the phenomenon of being “data rich, insight poor.” While a significant amount of data is collected, particularly regarding tenants, it has not always been utilised effectively. Historically, data has often been used reactively rather than proactively. The shift towards giving tenant data a ‘voice’ is essential for making more informed and forward-looking decisions.

Best practices for data governance

To navigate the overwhelming levels of data, there are several best practices that housing providers should follow:

• Develop robust data collection procedures to ensure accuracy and completeness.
• Maintain clear data management systems for easy access and retrieval.
• Invest in data analysis tools to identify trends and areas for improvement.
• Train staff on data recording to enhance data quality and consistency.
• Publish annual reports to demonstrate compliance with regulatory standards.

By following these practices, housing providers can ensure their data is reliable and meets the expectations of regulatory bodies.

Maximising the value of data

As the amount of data continues to grow, so do the expectations for what can be achieved with it. The focus should be on turning data into actionable insights by investing in the right tools and training staff to recognise trends and patterns. This approach not only helps in meeting compliance requirements but also enables providers to make data-driven decisions that benefit both tenants and the organisation.

Additionally, making data accessible to the teams who will be using it is crucial. The new Consumer Standards emphasise outcomes, and without accessible data, frontline staff cannot effectively deliver against these standards. Integrating data across different areas ensures a cohesive and comprehensive approach to data management.

As social housing providers navigate the complexities of new regulations, the role of data is more important than ever. By focusing on the quality, integration and accessibility of data, providers can not only comply with regulatory requirements but also enhance the services they deliver to their tenants.