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The Ideal Systems Environment for Phase 2
Having the right systems in place will be one of the defining capabilities of Awaab's Law Phase 2 readiness. Here are four capabilities that providers should be considering as they prepare.
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Every social housing provider already has systems supporting repairs, housing management, compliance, assets and contractors. As Phase 2 approaches, the question becomes less about whether those systems exist and more about whether, together, they provide the operational capability needed to support the statutory process from beginning to end.
The Phase 2 guidance does not prescribe a particular technology. It does, however, require landlords to identify hazards, maintain clear records, use all relevant information when making decisions, and meet statutory timeframes throughout the lifecycle of a case. Those expectations place increasing emphasis on both the accessibility of case data - for all relevant decision makers involved in each case - as well as the completeness of the available data.
So with the above in mind, what does an effective systems environment look like?
A connected view of every case
A potential hazard can enter the organisation through several routes before passing between multiple teams. The systems supporting that process should preserve a complete view of the case from first awareness through to final resolution, enabling each person involved to work from the same information and understand the decisions that have already been made.
Operational visibility
The statutory process introduces multiple legal timeframes, each triggered by different events. Providers need visibility of those obligations as cases progress, allowing teams to understand what action is required, by when, and how each case is performing against statutory expectations.
Evidence that builds naturally
Evidence should develop alongside the case rather than being reconstructed afterwards. As investigations progress, the systems environment should support the capture of decisions, communications, supporting information and completed actions in a way that creates a clear chronology and an auditable record.
Consistent decision support
As the number and complexity of statutory cases increase, technology has an opportunity to support more consistent operational decision making. Connected operational data provides a stronger foundation for identifying emerging risks, highlighting incomplete information and helping teams prioritise activity. In addition, AI capabilities will continue to mature, and those organisations with well-connected information will be best placed to take advantage of those developments.
None of these capabilities depend on a single software platform but rather, on an environment in which information flows reliably, operational teams remain connected, and every stage of the statutory process is supported by accurate, timely information.
Systems is the third element in the McKinsey 7S Framework for organisational change, which we use throughout our Roadmap to Readiness to examine Phase 2 preparedness. The guide looks more closely at clock management, maintaining a complete evidence trail, connecting information across systems and managing remote investigations under the Phase 2 requirements.
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