Housing 21 is a leading, not for profit provider of Retirement Living and Extra Care for older people of modest means. They support independence and choice for older people through providing quality housing, care and support to meet the needs of a growing population of older people in over 150 local authority areas across England. Housing 21 manage over 22,000 Retirement Living properties throughout England, and provide over 38,000 hours of social care each week through our Extra Care schemes. Housing 21 achieved the Investors in People Platinum award in 2021 and the Most Innovative Supported/Sheltered Housing Scheme at the Housing Digital Innovation Awards 2022.
SH Narrative Regulatory Judgement
Provider: Housing 21
Regulatory code: L0055
Publication date: 30 March 2022
Governance grade: G1
Viability grade: V1
Reason for publication: Governance upgrade
Regulatory route: In Depth Assessment
This regulatory judgement upgrades the regulator’s previous published assessment of Housing 21’s (H21) governance from G2 to G1 and confirms its existing V1 grade for viability.
Our previous narrative regulatory judgement for H21, published in June 2020, identified that the provider needed to strengthen its risk management and internal controls assurance framework to ensure that its rents comply with relevant requirements. The judgement highlighted that the board needed to ensure that it was managing its rent setting with an appropriate degree of skill, independence, diligence, effectiveness and foresight and that it operates transparently with the regulator.
Following reactive engagement and an In Depth Assessment (IDA), the regulator has assurance that H21 has now satisfactorily addressed these issues.
H21 has enhanced oversight of its key risks, including by strengthening its internal controls assurance framework, and has been engaging with the regulator in a transparent manner. It has introduced new processes to ensure data integrity and accuracy on board reporting and implemented additional controls to help ensure compliance with requirements relating to rents and service charges.
The regulator’s assessment of H21’s compliance with the financial viability elements of the Governance and Financial Viability Standard is unchanged. Based on evidence gained from the IDA, the regulator has assurance that H21’s financial pla
Housing Ombudsman
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB
This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. The landlord’s response to the resident’s request for compensation for the costs he incurred in preparing to move into the property.
The complaint is about the landlord’s handling of allegations made about the resident swearing at a member of staff and the issuing of an antisocial behaviour (ASB) warning letter to him.