It’s important that customers feel secure in the long-term future of their home and have a stable base. In 2020, we were one of the first in the sector to stop offering fixed tenancy agreements for general needs social housing.
Ninety-nine per cent of our social housing tenancy agreements in both England and Scotland are lifetime tenancies.
|Sheltered and supported||110.6%||62.1%|
|All social housing||70.0%||49.8%|
The importance of a safe high-quality home
A high-quality home should be watertight, safe and warm. We prioritise works that make sure our homes are all those things. We also know that these areas of focus cause the most dissatisfaction from customers if we do not get them right.
- We monitor the quality of our homes via a seven-year cycle of surveyor visits. This proactive approach helps to maintain our current metric of 98.8% of homes surveyed meeting the Decent Homes Standard.
- Properties might fall outside of this due to tenant refusals, or when the properties are empty or awaiting regeneration or remodelling.
- When a customer moves out of one of our homes, it provides us with a great opportunity to do major works. We optimise this time to prevent disruption to future tenants.
Our building safety programme in high rises
Building safety is, of course, one of our key priorities. This year we completed assessments of external cladding on all Sanctuary-owned buildings over 11 metres in height. We have progressed works to the small number of buildings requiring remediation, of which all are nearing completion.
To prioritise the safety of our residents, one of our key areas of focus has been getting our 13 high-rise buildings fitted with sprinklers, emergency lighting and fire alarm systems.
To make this project a success, we needed high levels of customer uptake before works could begin. Many feasibility studies took place and our operational teams presented proposals to our customers, with literature, open days and ‘show flats’ in some locations.
Working together with our customers enabled us to make improvements, prevent incidents and prioritise safety - with as little disruption as possible.
Maintaining high-quality care homes
One of the foundations to providing excellent care is having a safe, high-quality facility in which to provide it. A range of quality inspections take place at each of our 111 care homes. There are also compliance visits by internal teams and specialist external contractors.
We collect feedback on the performance of our contractors to identify any concerns, as well as best practice. We share this information across all teams involved in the maintenance of our properties, to help us manage our contractor relationships effectively.
We use a Business Information Dashboard to record all works carried out in our homes, and this is reviewed by our senior leadership team and monitored against Service Level Agreements.
Our Annual Resident Survey includes questions about the care home environment. We closely review feedback and complaints related to the condition or facilities in our homes to help us continuously improve.
Likewise, we closely monitor feedback on review websites to help understand both any areas of improvement and positive comments about the condition of our homes. This helps us to achieve best practice across all our care homes.
Placespacing at Anderston, Glasgow
Our multi-award winning 1960s regeneration project in Anderston, Glasgow, is one example of how we design communities sustainably. To strike a balance between buildings, people and environment, we created the vision and masterplan by capturing the needs and aspirations of the people who would live in the regenerated area.
We heard a real desire for us to incorporate Anderston’s history, its connectivity with the wider urban area of Glasgow, the River Clyde and the Victorian architecture of Argyll Street.
Using Modern Methods of Construction, the brickwork complements the adjacent Victorian buildings, resulting in both a pleasing aesthetic and thermally efficient homes to reduce fuel poverty for residents.
The rebuilt area includes shared play and green spaces, while wide walkways give a greater sense of space and light, and community hubs offer support for families and space for enterprise.
These elements lay foundations for how we achieve a balance of social, economic and environmental aspirations in our future regeneration projects.