26 February 2025: Anchor is England’s largest provider of specialist housing and care for people in later life, with over 35,500 social rented units, over 12,500 leasehold units, and 121 residential care homes. We are today responding to the publication of the regulatory judgement by the Regulator of Social Housing (RSH). The judgement confirms an unchanged financial viability rating of V1, a first consumer rating of C3 and a review of our existing G1 grade.
Background
As we reported in our Annual Report for the year ended 31 March 2024, published in August 2024, we had a backlog of Category 2 remedial works arising from Electrical Installation Condition Reports (EICR) for which we had appointed additional external contractors to complete.
During the course of the following months, we found that one of our contractors was failing to complete this work to specification and on time and as a result we sought additional contractors.
At the same time, our internal auditors reviewed, as part of the current year’s audit plan, our policy and performance in dealing with damp, mould, and condensation (DMC). Their report identified that some of our data was incorrect, not all of our DMC policy was being carried out properly and there were significant delays in remediation in some cases.
In the past year, our internal auditors have reviewed our compliance with Fire Safety Regulations and Water Health & Safety Regulations. In both cases the small number of recommendations were actioned on time and in full.
Actions we have taken
As soon as the reports on EICR and DMC were received, we informed our Audit and Risk Committee and our Board and self-referred to the RSH on 20 December 2024.
We also immediately implemented an improvement plan which included:
Strengthening our management in this area.
Bringing in new contractors to accelerate the processing of the EICR backlog which we aim to complete by the end of 2025.
Instigating weekly meetings of our senior management team to monitor and where possible accelerate progress.
Longer term, we have issued a procurement notice to widen the number of EICR contractors and expect to award contracts by the end of this month.
We are thoroughly overhauling our DMC policies and procedures with the help of external consultants and have launched a targeted communication with our staff.
We have one DMC Category 1 case that we are managing in conjunction with the wishes of the resident.
Our new repairs platform, Plentific, which launched at the end of January and will be fully rolled out by 30 April this year, is having an immediate effect on our ability to manage DMC more effectively.
Sarah Jones, Chief Executive of Anchor said:
We are deeply sorry for what has happened, and for the concern that it will raise for residents and their families. We self-referred to the Regulator of Social Housing when our internal control processes identified failings in compliance, and we are subject to intensive engagement as we resolve these issues. As a provider of older people's housing, Anchor has a high in-person presence at our locations and resident safety is always at the forefront of our minds, but the process and support for front-line colleagues has let them and residents down.
Christopher Kemball, Anchor Chair, said:
Our Board and management take these failings very seriously. We have appointed a specially constituted committee of the Board to oversee the implementation of our remediation plans. These issues are also prioritised at all Audit & Risk committee and Board meetings, and the Board receives weekly updates on progress from the executive. We continue to have the financial strength to allow us to fund all necessary works without adversely impacting other areas of the organisation and will ensure that our culture demonstrates similar resilience.
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