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.
Understanding the Service Charge Residential Management Code - A Guide for Landlords and Residents
The Service Charge Residential Management Code, now in its third edition and published by the Royal Institution of Chartered Surveyors (RICS), is a vital resource designed to enhance the management of service charges in residential properties in England. This Code is approved by the Secretary of State and outlines best practices that promote transparency, fairness, and accountability between landlords and leaseholders.
This article aims to clarify key aspects of the Code for both landlords and residents, offering insights into their respective roles, rights, and responsibilities.
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.
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…
GreenSquareAccord's latest Governance Failure
GreenSquareAccord's recent credit rating downgrade by Moody’s exposes glaring deficiencies in its governance and financial management. Led by CEO Ruth Cooke, the organisation faces mounting criticism for its inability to address systemic issues and safeguard the interests of its stakeholders. GSA's latest governance failure under Ms. Cooke's leadership highlights the detrimental impact on residents and the broader community.
Launching #SafeWarmDry A Community-Led Project for Safer Homes in Oxford
At Housing Sector, we're thrilled to kick off this February with a dedicated initiative aimed at making homes in Oxford safer, warmer, and drier. The #SafeWarmDry campaign is more than a project, it’s a community-driven movement to empower residents and address housing challenges. Join us in creating positive change and ensuring every home in Oxford is safety warm and dry.
An update!
I'm excited to share a brief update on the latest developments at www.housing.sector.co.uk.
Last month, I embarked on a six-month sabbatical. I want to bring everyone up to speed on the latest developments with the website and our plans for the future.
“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.
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.
Parallel Journeys, Different Destinations
Since 2016, I, as a resident, have embarked on an arduous battle with my housing provider. Our shared mission has always been to support residents and ensure safe homes, yet it has become increasingly evident that we are heading towards divergent destinations. In this article, I’ll delve into the disconcerting revelations from the Housing Ombudsman's report, highlighting the traits that hinder my provider from attaining the esteemed title of a "simply brilliant landlord."
I’ll shed light on my personal initiatives (the creation of two websites) in an effort to lend a voice to fellow residents who have been silenced by their housing providers. It has become apparent that while my actions speak louder than their words, as we explore the transformative journey and invaluable lessons I have acquired along the way.
The Ten Commandments for Housing Providers
As we mark the one-year anniversary of The Housing Sector website, we invite you to join us in embracing these essential principles. From fostering community and inclusivity to promoting transparency and accountability, these ten commandments empower providers to create a more equitable and responsive housing environment. Explore these transformative guidelines and embark on a journey towards a sector that truly serves the needs of tenants and communities.
Stuck in Silence: The Hidden Costs of Poor Communication in the Housing Sector
In this blog post, we'll explore the communication challenges faced by housing associations and the hidden costs of poor communication. We'll also provide practical tips for improving communication with tenants, handling difficult conversations, and training your staff to communicate effectively. By the end of this post, you'll have a better understanding of the far-reaching impacts of poor communication in the housing sector and the urgent need for effective communication practices that prioritise tenant well-being and satisfaction.
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…