How a One Team Approach Delivers 100% Gas Safety Compliance

Gas safety is a significant challenge for many social landlords. Regulatory compliance is important, and we should never lose sight of the fact that poorly maintained appliances can create significant risks. This is underlined by the fact that a small number of landlords have recently had their governance ratings downgraded by the Homes and Communities Agency (HCA) through failing to ensure gas appliances and flues are inspected and certified.

It will surprise few people in the social housing sector that gaining access seems to be the biggest barrier to regulatory compliance. There’s no simple solution to the issue, which is why achieving 100% compliance requires a one team approach.

The fact that some residents may be difficult to contact can be tackled through having clear communications in multiple formats, including post, email and SMS. A fully integrated customer contact solution such as our IT platform helps to streamline the process and provide confirmation that residents have been notified.

Making it easy for residents to change appointments is also important. If it’s too onerous they might not bother and simply not be in when the operative calls.

Dealing With ‘Access Denied’ Issues

In a small number of cases, residents simply don’t want to allow anybody into their home. This is where the one-team approach is particularly valuable. By involving the client team well before a gas safety certificate is about to expire it’s usually possible to negotiate access without having to resort to costly and time-consuming court orders.

This approach helped Slough Borough Council achieve 100% gas safety compliance and 100% customer service performance. On average we are able to refer cases where we have been unable to arrange access back to client housing teams 28 days before the gas safety certificate expires. This usually provides ample time to find a solution.

Together, with Slough Borough Council, we take a robust approach to communicating with residents. After an initial failed appointment, residents can only move their second appointment forward or back by a maximum of five working days.

Our one team approach has ensured that that compliance is achieved and, even more importantly, residents are kept safe.

Simon Holmes, Compliance Director – Osborne Property Services