The Need For Emotional Intelligence.
In the housing sector, where emotions often run high, emotional intelligence (EI) is an essential skill for any customer-facing role. Residents’ needs are complex, and frontline staff frequently find themselves managing both practical and emotional challenges in real-time. Without EI, we risk creating frustration on both sides of the conversation—residents feel unheard, and staff face burnout. It’s time to consider how embedding emotional intelligence into every level of our customer service operations can enhance satisfaction, improve efficiency, and ultimately deliver on our promises.
The ASB Issue
Antisocial behaviour (ASB) in social housing is a deeply challenging issue that affects not just individuals but entire communities. It’s a problem that many residents feel powerless to solve, while housing providers often struggle to find effective ways to manage it. As someone who approaches every topic with an open mind and a lack of prior expertise, I’ve learned that the best way to truly understand complex issues like ASB is by talking to people—asking questions, listening to their experiences, and seeking out perspectives from all sides.
Thou Shalt Not Speak
Freedom of speech is a core pillar of democratic societies, essential for healthy discourse and driving societal progress. It is the bedrock upon which diverse opinions can clash, ideas can be challenged, and innovation can flourish. Without the ability to freely express our thoughts and beliefs, our collective capacity for growth and understanding is severely hindered.
The Rise of the Smaller Housing Providers and The Benefits Therein
With more and more concerns raised daily as larger housing providers fail due to a loss of focus and ability to provide homes that are warm, safe, and dry, as they grapple with the weight of their own expansion. The challenges of maintaining vast stocks amidst organisational strains, disconnected staff who no longer feel part of a worthy team, but rather now just a payroll number, and with legacy systems unable to connect with the multiple CRM systems and outdated Excel spreadsheets. As repairs go unresolved and community connections fray, a compelling opportunity arises for smaller housing providers to step into the breach and restore faith in the sector and once again create a service that we can all be proud of.
Freedom to Critique and Shaping the Correct Response
Embark on a journey with our latest blog as we delve into the intricate balance of Freedom of Speech, mindful critiques, and responsible housing advocacy. In this blog, we uncover the power of community engagement, transparent communication, and the impact of constructive responses. Join us in navigating the challenges of housing issues, fostering social justice, and collectively empowering change. Let's shape a future where resident voices contribute to accountable living and a positive societal impact.
“It's Good to Talk” - The Power of Mediation
The challenges of resident satisfaction and effective communication can sometimes lead to strained relationships and escalating conflicts. Yet, amidst the complexities of managing properties, it's worth revisiting an age-old adage: "It's good to talk.”
This simple phrase encapsulates the essential role that communication and mediation play in resolving disputes and rebuilding trust within the housing sector.