Housing Sector Podcast #29 with Elizabeth Taylor – Underfoot Yet Overlooked – Flooring (or Lack Thereof) in Social Housing
In Episode 29 of the Housing Sector Podcast, I sit down with Elizabeth Taylor, former Engagement and Policy Lead for TPAS Cymru, to discuss one of the most overlooked yet fundamental aspects of social housing: flooring.
For many tenants, receiving the keys to a new home also means stepping into a bare, concrete-floored space, with the added burden of sourcing and affording flooring themselves. But should this be the case?
Housing Sector Podcast #28 with Insley Ettienne – Mediation: Why It’s Good to Talk
In this episode of the Housing Sector Podcast, I’m joined by Insley Ettienne, CEO of CoSil Solutions, to explore the critical role of mediation in housing disputes. As service charges continue to rise and disrepair issues escalate, the relationship between housing providers and residents is becoming increasingly strained.
Far too often, housing associations resort to costly, time-consuming legal action when disputes arise — a move that not only damages their reputation but also erodes trust with residents. Mediation, on the other hand, offers a far more constructive path. It enables both parties to reach mutual resolutions without the hostility of court proceedings, ultimately saving time, money, and relationships.
Housing Sector Podcast Episode #27 with Lara Oyedele - Part Two
In Housing Sector Podcast Episode 27 with Lara Oyedele, Part 2, "Where It Might Have Gone Wrong and Where We Might Be Able to Fix It," we dive deep into the evolution of housing associations. From their roots as charitable organisations to their current transformation into financially-driven enterprises led by finance directors, we explore the history of social housing, the influence of figures like Octavia Hill, and key moments such as the BBC documentary Cathy Come Home and the Windrush Generation.
We discuss how housing associations, bogged down by red tape and bureaucracy, have lost some of their agility and responsiveness. The conversation also touches on the role of AI in housing, how shared ownership tenants should be treated as stakeholders but are often ignored, and how the rise of activist groups on social media is holding housing providers accountable in ways they haven’t had to face before.
Housing Sector Podcast #26 with Lara Oyedele Part One
Speaking out in the housing sector comes at a price—a price that both my guest and I know all too well. In this episode, I sit down with Lara Oyedele, a veteran of the UK housing sector and a former president of the Chartered Institute of Housing, to explore the real cost of challenging the status quo.
Lara shares her experience as CEO of Black on Board, how she was blacklisted by the Chartered Institute of Housing, and why she remains committed to speaking out and advocating for change. We discuss the systemic issues that continue to hold the sector back, particularly when it comes to diversity in leadership and governance.
Housing Sector Podcast #25 – Passing the Baton with Simon Bernstein from Empathy Transformation
In this episode, I sit down with Simon Bernstein from Empathy Transformation to explore how housing providers can drive real value from customer service training—especially when budgets are tighter than ever.
We dive into the real challenges faced by customer service teams, from empathy fatigue caused by handling endless calls to the rise of “accidental managers” who have been promoted beyond their capabilities without proper support. Simon shares his expert insights on why a customer-centric culture shouldn’t just sit within one department but should flow through every level of an organisation.
Housing Sector Podcast Episode #24 — "Maybe Size Does Matter" with Sharon Brady-Wardrope
With the latest Tenant Satisfaction Measures indicating that smaller organisations consistently outperform larger counterparts, I wanted to uncover the reasons behind this success.
To get to the heart of it, I spoke with Sharon Brady-Wardrope, Director at Forth Housing Association Ltd. Together, we examine key factors that might contribute to these strong tenant satisfaction results among smaller providers:
Housing Sector Podcast Episode 23: Service Charge - are you being correctly charged?
In this episode, I’m joined by housing expert Ebrahim Goolamally to break down everything you need to know about service charges. We explore how you can verify whether your service charge has been correctly calculated, understand what you're actually paying for, and ensure you're not being overcharged.
Ebrahim also shares practical steps you can take if you believe your service charge is incorrect, including how to approach your housing provider, what evidence to gather, and when to escalate the issue.
Whether you're a tenant, leaseholder, or simply curious about the often-confusing world of service charges, this episode provides essential guidance to help you navigate the system and protect your rights.
Housing Sector Podcast Episode 22: "More ASB with Jacqueline Parkes"
In this episode, I delve deep into the complexities surrounding antisocial behaviour (ASB) within the housing sector, exploring the nuances of eviction, support, and community responsibility. I’m joined once again by Jacqueline Parkes to unpack the gaps in ASB laws and how housing associations navigate the delicate balance between eviction and support.
Do housing associations have the right systems in place to effectively evict tenants for antisocial behaviour?
What happens when the root causes of ASB stem from mental health issues or substance dependencies? Are these tenants in need of support, rather than punitive measures?
How should housing associations respond when the behaviour is being perpetrated by tenants’ children? Is it fair to penalise parents who are unable to control their kids?
Are housing associations doing enough to safeguard the well-being of all tenants and ensure peaceful communities?
Housing Sector Podcast Episode 21 - The Service Charge Issue
In this episode of the Housing Sector Podcast, I sit down with Suz from SHAC (Social Housing Action Campaign) to discuss the ongoing service charge crisis. Residents across the country are facing ever-increasing service charges, often while enduring poor repairs and significant delays in maintenance. These mounting issues could push many residents to consider a service charge strike, a move that carries serious consequences. From the potential criminalisation of residents to housing associations pursuing legal action and even eviction, the stakes are high.
Suz and I dive deep into the challenges faced by tenants and shared owners, offering guidance and insights for those affected by these rising costs. We explore what residents can do, how to navigate this difficult situation, and why the housing sector needs urgent reform to protect vulnerable tenants