Beyond the Damp and Mould
Damp and mould are persistent, damaging, and dangerous. Whether caused by poor ventilation, structural flaws, or environmental factors, the outcome is the same: deteriorating homes and worsening health risks. It’s a problem that demands a real solution—not just surface-level fixes.
Yet beyond acknowledging these well-known health dangers, there’s a deeper challenge at play: trust.
What do residents actually perceive housing associations to be doing about damp and mould? More importantly, what are housing associations realistically able to do? The unfortunate truth is that when a housing association’s only visible response is sending someone to paint over the problem with mould-resistant paint, it’s not just ineffective—it breeds frustration and erodes trust.
Service Charge -Breaking Point.
In recent years, the issue of service charges has become an increasingly contentious topic. Across the UK, housing associations are steadily raising these charges, putting a severe financial strain on residents. What was once deemed "affordable housing" is, for many, becoming anything but affordable. This shift affects a wide range of people—leaseholders, shared owners, and those relying on universal credit or housing benefits to cover rising costs.
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.
From Ponzi Schemes to Strikes - Is This Really The Current State of Social Housing?
In recent weeks, concerns have surfaced regarding the financial health of certain housing associations, my own landlord included, prompting discussions about their management practices and the implications for residents and communities.
Service Charge Strikes will follow…
“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.
Your Stock, Our Homes. The Power of Empathy…
Discover the power of empathy and how it can rebuild trust, enhance resident satisfaction, and elevate your housing association's reputation. The significance of empathy and understanding cannot be overstated. It is essential for housing providers to recognise the emotive nature of issues that affect people's homes, families, and overall quality of life. In this blog, we shed light on the pressing need for empathy within the housing sector and the profound impact it can have on residents.
Data - The Big Risk?
In the digital age, data has become the lifeblood of organisations, enabling personalised services and enhanced customer experiences. However, with this great reliance on data comes the inherent risk of data breaches and compromise of sensitive information. Housing associations, responsible for providing safe and secure homes, are not immune to this threat. Recent incidents have raised critical questions about the impact, prevention measures, and risks faced by both providers and residents.
Risk of Merging
In recent years, we have seen a trend of UK housing associations merging to form larger providers. While the aim of these mergers is often to improve efficiency, increase resources, and deliver better services to tenants, there are also significant pitfalls to consider.
The Messiah Complex, and the Missionary Position.
Does the housing sector have a ‘messiah complex’? Shared owner, Ben Jenkins, explains why he’s fed up with the missionary position…