Housing 21

Housing 21, a leading not-for-profit provider of Extra Care and Retirement Living for older people, took part in the Shared Ownership Code pilot to ensure their tailored offering of shared ownership for older people was represented in the development of the Code.

Housing 21 offers Older Persons Shared Ownership (OPSO), a government model designed to provide Extra Care and affordable housing for older people looking to move due to health changes, needing to be closer to family, or bereavement of a spouse. Operating in 215 local authority areas, Housing 21 manages over 24,000 properties and delivers more than 49,000 hours of social care each week.

The OPSO model is a niche but critical part of the housing landscape, often overlooked in broader shared ownership discussions. As the only older person’s landlord to engage with the Code, Housing 21’s involvement in the pilot ensured this demographic was considered. The pilot provided them with an opportunity to have a voice in the conversation, share best practices with other providers, advocate for the unique needs of their residents, and help shape the Code.

Using a Red-Amber-Green (RAG) tracker, Housing 21 identified key areas for improvement:

• Service charges: Housing 21 will be taking forward the approach of forecasting service charges in advance and will start providing shared owners with five-year estimates, working with their Service Charge Team to ensure transparency. Their approach is supported by scheme-based employees who are on-site most days to assist with queries, alongside annual roadshows that explain charges and upcoming changes.

• Resales support: Following learnings from the pilot, Housing 21 is taking forward improvements to better communicate the support they provide during the resale process. While significant information on fees and procedures is already made available, they recognised the need to illustrate the level of support their team can provide in this process and have committed to acting on this. They will now share more clearly what support is available to sellers, offering help and advice to the seller to find a new purchaser as soon as possible.

Housing 21 continuously strives for positive change and improvement and feel that being part of the pilot and endorsing the Code will provide this for their organisation, their residents, and the sector. Their participation in the pilot has supported sector-wide learning while ensuring that the voices of older shared owners are not only heard but meaningfully acted upon.

Housing 21’s strong Tenant Satisfaction Measures for 2024 reflect this commitment, with 82% of residents in shared ownership properties – many of whom have been in their home for several years – satisfied overall.

"Shared ownership plays a vital role in the wider housing landscape and enables us to provide affordable housing for older people in need through the OPSO model. The Shared Ownership Code will bring consistency to how information is shared with customers, ensuring greater transparency from the outset. Not only does it add an extra level of accountability, but it helps customers better understand what they’re being offered and charged, right from the point of application.”

- Steph Ramsden, Director of Acquisitions, Sales and Partnerships at Housing 21