HSC seeks to assist Service Managers in effective, data-driven asset management. The HSC Service Manager portal is a quick, convenient way for Service Managers to gain quick insight into the social housing portfolios for which they are responsible. Based on housing provider participation in HSC programs, it provides information on:
- Basic risk measures that have been implemented
- Recent property damage to provider buildings resulting in insurance claims
- The types of insurance claims providers most frequently make
The portal is a work in progress: we are starting by providing data relating to our property insurance program but will add additional dashboards over time. It works in conjunction with housing information systems like our AssetPlanner software and our EnergyCap Utility Management Program.
The portal is viewable using the latest desktop and mobile browsers — for further information, see FAQs below or contact us.
HSC Service Manager Portal – Frequently Asked Questions
- How do I get an account?
- How do I change/reset my password?
- I need to change the email address associated with the account.
- The website says it has timed out. How do I see my data again?
- How up-to-date is the information on this portal?
- Why aren’t all of the housing providers in my area reported on?
- What is a “Five Year Loss Ratio”?
- Why would a provider have a loss ratio greater than 0% if it has had no claims over the past five years?
- Why doesn’t the “# of housing providers tracked” speedometer match with the 5 Year Loss Ratio by Provider table?
- What are “Other” claims?
- What does the Province Wide Property Insurance Dashboard show?
- I don’t understand the data that’s on this website. Can you please explain it?
- I would like further information about my providers risk practices/claims/loss ratios. Where can I get it?
Risk Management Support and Further Help
- Can HSC help us work with providers to implement more robust risk management practices?
- What resources does HSC offer to support better risk management?
- My question isn’t answered here. Can I contact you?
How do I get an account?
HSC works with its Service Manager contacts — typically directors and managers of housing — to determine who is granted access to the portal. We have only a limited number of licences so most Service Managers have just one login.
How do I change/reset my password?
If you’ve forgotten your password or wish to change it, then:
- Go to the Login Page
- Click on Forgot Your Password and follow the instructions
A new password will be sent to the email address we have on record. If the user has changed email address no longer exists, please contact HSC and we can manually reset the password.
I need to change the email address associated with the account.
If you would like to change the email address to which the account is associated, then
- Click on the Service Manager name on the top right-hand side of your browser window. A dropdown menu will appear.
- Click on My Profile
- Click Edit
- Enter the updated email address and press Save
The website says it has timed out. How do I see my data again?
The HSC Service Manager Portal will automatically log you out after 20 minutes of inactivity. If you’d like to prevent this from happening, simply refresh the screen by clicking on one of the dashboard links on the menu bar. This will refresh the data from the system, so if there is a new claim that has been entered, you will see it.
How up-to-date is the information on this portal?
Insurance information on this portal is close to real-time — once we enter a claim into our system (typically within a day or two), the relevant dashboard elements are updated.
Why aren’t all of the housing providers in my area listed and tracked in the report?
HSC’s dashboards can only report on providers participating in HSC’s programs. If you’d like to work with HSC in bringing providers into its group programs, please contact us.
What is a “Five Year Loss Ratio”?
According to the International Risk Management Institute, a loss ratio represents “the proportionate relationship of incurred losses to earned premiums expressed as a percentage.” For example, if a housing provider pays $10,000 of premium for property insurance in a given year, and HSC’s program must cover $5,000 in claims, the provider’s annual loss ratio is 50% ($5,000 incurred losses/$10,000 earned premiums).”
A 5 year loss ratio considers this relationship between premium and payments over a 5 year term. A Service Manager’s Overall 5 Year Loss Ratio represents the loss ratios of providers in a given CMSM area in HSC’s Group Insurance program. It is proportionately weighted based on provider unit counts. It too can help explain insurance costs and offer insight into provider performance.
HSC uses a 5 year timeframe to consider loss ratios because it affords a more balanced picture of an individual provider’s/CMSM’s overall performance. Organizations with loss ratios of 60% and above are considered by insurance industry standards to have a high loss ratio. This typically has consequences in terms of in terms of insurance costs and can also present problems for providers seeking to obtain insurance on their own. It can also signal where additional risk management supports may be required.
HSC’s Group Insurance Program offer guaranteed coverage to affordable housing providers. The size of our group and the varying risk profiles of its participants means that we can ensure that providers and Service Manager areas with high loss ratios obtain insurance for their affordable housing providers.
Why would a provider have a loss ratio greater than 0% if it has had no claims over the past 5 years?
If a provider has a claim and then subsequently has no further claims, its loss ratio will diminish year over year until the ratio is 0%. However, some catastrophic claims are extremely expensive and take longer than 5 years to come off of a provider’s loss ratio.
Why doesn’t the “# of housing providers tracked” speedometer match with the 5 Year Loss Ratio by Provider table?
The “# of housing providers tracked” speedometer shows the number of providers in HSC’s Group Insurance Program in the current policy term (November 1 to October 31). If a provider has not been insured by HSC’s program for 5 consecutive years, it will not have a 5 year loss ratio.
You may also see providers in the individual property claims table that do not have 5 Year Loss Ratios. Again, this is because the provider has not been insured with HSC for a full 5 years.
What are “Other” claims?
Dashboard users may see claims categories that include “Other” and “Fire – Other” or “Water – Other.” In these cases, the nature of the claim does not fit into our existing categories, is under investigation or the cause remains unknown. For further information on these claims, feel free to contact us.
What does the Province Wide Property Insurance Dashboard show?
This dashboard gives you a sense of context for your individual Service Manager dashboard. It enables you to benchmark your overall 5 year loss ratio to other Service Managers and see claims trends on a provincial level.
I don’t understand the data that’s on this website. Can you please explain it?
Please give us a call or request a meeting by calling or emailing Sarah Baker at 1.866.268.4451 x 322 or firstname.lastname@example.org
We are happy to work with you so that you understand how the dashboard works and are happy to answer any questions.
I would like further information about my providers risk practices/claims/loss ratios. Where can I get it?
The information on the dashboard is at a summary level. If you require more detailed information, please send us a request and we would be happy to provide it to you along with relevant commentary.
Can HSC help us work with providers to implement more robust risk management practices?
Yes, we can. HSC is happy to lead in-person, Service Manager-organized workshops on a variety of topics including practical risk management, tenant insurance, climate change resilience, smoke-free housing and more. In addition, we are able to lead guided sessions on developing emergency plans and Directors’ & Officers’ Risk Mitigation strategies. Providers not participating in HSC’s program are also welcome to attend.
What resources does HSC offer to support better risk management?
HSC offers several online resources, including:
- Template and Guide for creating a Contingency Plan for emergencies
- Directors & Officers Risk Training Guide
- Electrical Maintenance Guide
- Videos on Risk Management
- Managing Risky Business Quarterly Newsletter
HSC also offers a number of low-cost services to help mitigate provider risk:
- Low-cost tenant insurance for residents of social housing
- Common room /party insurance for one-time events on provider property
- Desktop building valuations to ensure that providers are properly insured