Risk Impact HowWeManage Risk Adversemedia or social media attention compromises reputation and / or brand • Damage to customer trust • Reputational damage • Loss of lender confidence • Credibility with stakeholders impacted • Increased regulatory scrutiny • Proactive reputation management • Proactive stakeholder engagement • Regular proactive engagement with Regulator of Social Housing • Expert external advisors identified • Media and social media monitored by identified person Poor budget management compromises our financial viability • Unable to deliver services • Unable to deliver the commitments in the corporate plan • Regulatory consequences • Reputational damage • Reduced investment capacity • Reduced access to funding • Senior Management Team engaged in budget setting process • Internal Auditors (Beever & Struthers) provide assurance on budget process • Budgets approved by Board • Monthly budget monitoring with Senior Management Team Inflation, cost-of-living and / or political action on rents causes issues of affordability andwill compromise our financial viability • Unable to deliver services • Unable to deliver the commitments in the corporate plan • Regulatory consequences • Reputational damage • Reduced investment capacity • Reduced access to funding • Scenario and stress testing of LTFP • Review Arhag operating model • Contracted services procured with agreed uplifts • Review service provider costs with particular emphasis on service chargeable costs • Support for customers most severely impacted Inadequatemanagement of a serious incident in our homes • Negative customer impact • Service disruption • Financial loss • Reputational damage • Regulatory scrutiny and intervention • Estate crisis management approach in place • Learning from previous incidents actively embedded in crisis management approach • Stakeholder communications and management plans in place • Monitoring by Operations Committee • Out of hours and escalation plans in place and updated regularly • Arrangements applied based on government advice and best practice both within and outside the sector Service charges are inaccurate and/ or not compliant with legislation • Poor customer service • Loss of income • Regulatory consequences • Budget and LTFP service charge data aligned • Internal audit programme commenced October 2021 with rent and service charge setting 20 ARHAG
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