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I read with interest from Linkedin and the CIH Group chat earlier this week, a post namechecking ‘one of our recommendations for the #BetterSocialHousingReview is for providers to build a positive local community presence’. A landlord had helpfully added a post extolling the virtues of enough housing officers supporting 400+ homes each.
As a contact of mine tongue in cheek added, “Back To The Future”
With the growth of some landlords, for sure many are very out of touch with them. Often struggling to even log a reactive repair, report an estate issue or complaint and get anything done to address problems.
When I grew up in Council Housing on the edge of Manchester’s overspill in the 70’s, each fortnight we had a visit from the Rent Collector (pretty much the ‘Rent Man’ in those days). They were the ultimate profilers. Knew who was in work, out of it, going into hospital or where family composition changed. With HB paid direct, 1990’s stock transfer and increase in size in landlords, less housing officers were responsible for larger and larger patches.
In short its fair to say that many landlords have become detached from their communities, with in some cases too much focus on sweating assets. This is with a backdrop of better tech, mobile systems etc, that could actually make existing housing officers more efficient and widen out effective self-service opportunities for residents.
Reconnecting with communities is a positive, although most of our tenants are just like us, pay for services and enjoy them in the manner they chose. Landlords do not need to intrude on residents or be paternal, but need to adequately resource the service being provided in the agreements made. If a Housing Officer can more easily be located (maybe during a walkabout or within a few minutes via phone call), that is a positive I believe.
While we are at it, can we use the technology properly and equip them with it when out on the patch? That would certainly help with pushing up service, getting issues progressed and closed out, reducing hazards and issues in the home, or complaints that the sector wastes oh so much time dodging or dealing with!
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(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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