Governance
Strong governance provides the foundation that the Group’s success and future ambitions are built upon. Alongside robust processes and procedures, our vastly experienced and talented Group Board is complemented by a range of Committees that comprise additional and specialised expertise. All of this means that the organisation is well resourced and has the right structure to enable continued growth and success.
Chair’s introduction
While the pandemic dominated 2021/22, its effects have continued to have been felt across all areas of the Group over the past 12 months. I am pleased to report that the Group has continued to respond well to further restrictions and lockdowns as well as the knock-on effect on our services, customers and colleagues’ mental health.
Although some areas have been more impacted by these challenges, we know where our performance needs to improve. We’re working hard to ensure we continue to provide the excellent services our customers deserve, while we’ll make the improvements we need in the coming months. We have committed to a clear plan to do this and know that working together has never been more important.
Our approach to excellent governance, high standards of health and safety and a customer first approach continue to be at the heart of what we do.
Compliance with all relevant law
Each year the Group reviews its compliance with all relevant laws, supported by an independent review of the same. For the year 2021/22, the Group hasn’t identified any areas of non-compliance.
Compliance with the Regulatory Standards
As a regulated provider, it’s imperative that the Group complies with its regulatory obligations, which are in support of good governance. We review all aspects of the regulatory standards annually. Following a comprehensive assessment of the standards in 2021/22, we can confirm compliance with them.
Compliance with the Group’s chosen code of governance
The Group’s chosen code of governance is the NHF 2020 code which was adopted in 2020, to take effect from the first of April 2021. In preparation for this, we undertook a gap analysis to ensure that all requirements of the code were met, introducing new policies or reporting where required. The Group is compliant with the requirements of this code of governance.
Compliance with the requirements under Modern Slavery
We take our obligation to tackling modern slavery very seriously. In addition to the publication of our statement, we review our processes and work with supply chains to tackle modern slavery activities.
Compliance with the Housing Ombudsman’s Complaint Handling Code
The Group is fully compliant with the Housing Ombudsman’s Complaint Handling Code, having submitted our self-assessment in December 2021.
The Complaint Handling Code was revised in March 2022. At the time of writing, the Group is in the process of completing a revised self-assessment, based on the new code. This will be published on our website before October 2022.
How we’re governed
The Boards and Committees within the Group’s structure are committed to the organisation and the customers it serves. The Board possesses the right balance of leadership and oversight, with members having a wide range or knowledge, skills and experience.
Relationships with the Executive Team are strong, offering robust challenge but also support. The Board and Executive Team work closely together to ensure the highest standards of governance, with rigorous and robust control systems in place.
However, good governance isn’t just about the rules and systems we have in place, it’s about ensuring the culture of the organisation and the behaviours of those involved is right. The Board leads by example, with members acting as role models for the Group. Members are appraised not just against their skills and experience but also for the way they live our values.
Diversity
Diversity, and having diversity on the Board, is extremely important to the Group as it ensures we make decisions effectively with the thoughts and needs of our customers in mind. With the Group operating over a large geography, covering many types of communities, this diversity is imperative. This is a consideration in our recruitment process when appointing new members to our Boards and Committees.
Board and Committee structure
The Group reviews its structure annually to ensure it remains fit for purpose and provides the most effective way to deliver our strategic objectives. As at the date of this report, the Board has nine Board Members and one Group Board Cooptee.
All Board Members are Non-Executive Directors, with the exception of one, who is the Group Chief Executive. Committees and subsidiary Boards are populated by Group Board Members and independent members, whose skills complement the composition and activities of each of the entities.
The formal governance structure is supported by a number of customer engagement groups, including the Longhurst Group Customer Forum. The Forum is a valuable link enabling the Board to hear the customer voice, providing further insight into the needs of current and future customers.
The Governance Team works closely with the Forum, particularly around our compliance with the Regulator’s consumer standards and Health and Safety.
The Group Board of Longhurst Group has ultimate responsibility for the governance and performance of the Group and its subsidiaries. Its role is to determine the strategic direction of the organisation and to oversee and control risks and opportunities, thus allowing the Group to meet its objectives.
All entities within the governance structure have clear terms of reference to ensure that roles and responsibilities are clear and decision making is transparent.
There are some aspects of decision making that can never be delegated beyond the Group Board. These are clearly set out as matters reserved for the Board.
The Board and Committee members are provided with an annual development programme. Individual members also receive additional training and development opportunities if required.
This ensures they’re clear on their fiduciary duties and stay abreast of the economic and risk environments in which the Group operates.
Members are also encouraged to attend conferences and webinars for this reason.
In addition to the Group Board Chair, the Group has a Senior Independent Director, who operates as a sounding board for the Chair as well as, if needed, acting as an intermediary for all other Directors.
A regular, robust appraisal supports good relationships as well as succession planning and development activities.
All Board and Committee Members undergo an annual appraisal, from which the annual development plan and individual training sessions are agreed.
Each Board and Committee Member is selected for their role based upon merit and the skills and experience they possess.
An important part of the recruitment process is to ensure there’s a clear understanding of the communities which the Group serves.
Roles and responsibilities are set out in a role and person specification document.
Longhurst Group Limited and its subsidiaries have indemnified Board Members, Executive Team and Directors and employees with Directors’ and Officers’ liability insurance cover of £2 million and professional indemnity insurance cover of £5 million for the year ending 31 March 2022.
Key board activities
Customer experience
Our focus on the experience of our customers, although always on the Group Board’s agenda, has been heightened over the last year with changes to operational structures and governance arrangements.
Since the appointment of Charmaine Simei as Director of Customer Experience in late December 2021, the Board has taken part in several sessions on customer experience, customer voice and ensuring customers who aren’t as vocal are heard.
The work continues but exciting and new methods to help the Board collaborate with our involved customer groups are now in place. These support other methods of customer insight that the Board receives, helping inform decision making and providing a clear view of the communities the Boards serve. The Board works hard to ensure the Group improves customer satisfaction by adopting more effective processes and driving value for money while delivering vital services.
© Longhurst Group Limited
Longhurst Group Ltd is a charitable housing association registered in England as a community benefit society (Reg. No. 8009) and registered with the Regulator of Social Housing (No. L4277).
Registered Office: 1 Crown Court, Crown Way, Rushden, Northamptonshire NN10 6BS. VAT Reg No. 326 0270 36. A member of the National Housing Federation.