If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy
 |
Well what a wild few weeks for Social Housing.
We had from the Grenfell Tower enquiry, Phase 2 Overarching and Module 7 Closing Statements. Not that far from me in North West England, a coroner found that two-year-old Awaab Ishak, died from prolonged exposure to mould, in Rochdale social housing.
Both shocking to tenants, the sector and the outside world too. It should be no surprise that social housing providers appear out of touch, incompetent, willfully negligent, with greedy overpaid managers and Chief Execs. The Housing Ombudsman and Regulator appear uninterested, toothless too, to many residents who try to complain. Quite a few organisations deal with complaints shabbily or don’t take seriously, configuring their systems to deal with them.
I grew up in Manchester late 1960s overflow Council Housing myself and have worked with the housing sectors ICT (procurements, implementations, Critical Friend), now for over 25 years. In that time I have met a lot of excellent people, most doing their best for homes, communities and residents they manage. When I share that view with tenants or friends in rented accommodation, not many believe me. Perhaps its because I generally work with RSLs/RPs that are wanting to use their solutions to improve or migrate to new improved ones, that I see organisations up for change and transformation. I see few organisations stuck in the “We have always done it this way” groove. If that’s the case, its often a sure path to failure.
What does failure look like though? How best to test the water of how good an organisation is?
Well, its sure as hell not sending out satisfaction surveys and counting all that do not come back (as well as the ones rated ‘positive’), as ‘good’ too. Dear reader, YOUR organisation would never do that, would you? How do we measure how good places are, in our real world lives? It’s generally Tripadvisor, or more likely Trustpilot for bigger more expensive and important purchases. What’s more important than the roof over your head?
Have you checked your organisations Trustpilot score lately? The red flag on there I am sure you will agree, is too many one star reviews. Pretty much they are only one star, because you cannot post a review with zero stars ⭐️
On the back of the doom and gloom this last month, it was no surprise for the Daily Mail (who have form on this), pulled out the latest list of (Inside Housing) 2022 CEO salaries, to show the world, “Lavish lifestyles of the housing fat cats: After tragic case of toddler in mouldy flat, meet the bosses who are earning huge salaries while renters are stuck in squalid homes”. Even Richee Sunak (without additional claimable expenses, in his own state provided social housing at 10 Downing Street), doesn’t earn as much as these selected CEOs (apparently).
 |
| Original article - https://www.dailymail.co.uk/news/article-11450981/After-tragic-case-toddler-mouldy-flat-meet-bosses-earning-huge-salaries.html |
Looking at that list, you have to admit, based on bad publicity, ITV investigations and the odd BBC panorama on unlivable homes, some of the key culprits seem to have the best remunerated CEOS. Do you think they are worth it? These are all managing vast portfolios and (should be) exercising the responsibility, of keeping tens/hundreds of thousands of residents safe in decent accommodation.
Can you imagine taking the measure of CEO's compared to their Trustpilot scores. Imagine determining a recalculated percentage based on all Trustpilot scores of 2 stars (inclusive) upwards. Now that does not sound too difficult, nor too high a bar.
I didn’t think it could be, until I did a bit of an exercise to check all the organisations in the table. Obviously I gave Rishi a free pass, as the little fella has only been in the job just over a month.
The results in the table below may surprise you, they did for me.
Many are based on low numbers of reviews, however, all except four of the fifteen, have 50% or higher of one star reviews. Sanctuary managing 250k properties, comes top with 94% of one star reviews and an official TrustPilot rating of “Bad”.
Applying the 6% of remaining rated 2-5 reviews, to £402k, gives a calculated based on quality produced CEO salary, of £24,120 pa.
Using this same methodology, the OneHousing CEO would earn just £10,480 pa. In fact four of these CEO’s, under this methodology would earn less than a highly experienced housing officer working in London.
These CEO’s are tremendously lucky that they aren’t paid based on the ratings they seem to be racking up, so far as at late Nov2022. The big regret I have, and I feel the wider sector must have too, is these lazy poor ratings, tar everyone with the same brush. That includes everyone, right down to the small charity providing specialist accommodation, for just a few dozen tenants.
You will notice that there is one provider in that table, rated ‘Excellent’. Peabody have two TrustPilot scores, one from its SocialHousing arm and one from its sales arm. Reading the review comments, the latter’s satisfaction level is borderline insane. Wouldn’t it be great if we could all have an ‘Estate Agent’ head on, solving repairs, ASB, arrear and other issues quickly and efficiently for residents, always treating them as ‘valued customers’, never anything lesser?
How difficult is it for the sector to improve, particular its biggest providers, who should really be beacons lighting the way, not reinforcing a dodgy and generally incorrect stereotype? How difficult for the regulator of socialhousing is it, to do its job properly? Writing to organisations last week on ‘The Issue of damp & mould’, is trying to shut the gate, once the horse has bolted. Slightly comical too, considering we have a government currently that voted against decent housing standards in the PRS , just 12 months before the Grenfell Tower disaster.
It makes me wonder if we don’t tackle our own problems within the sector, it will be rather a lengthy wait for the Housing Regulator, or government regulation to force us to improve. One thing I do know, we have plenty of technology, systems and processes that can help us all. Maybe it’s the culture and the motivation angle, starting with our CEO’s, which if we really need, to properly change all this.
Related Post: How do we manage a perfect go-live, even on large implementations?
 |
Catch the blog monthly archive at https://soundcloud.com/housingitguy/ |
_/_/_/_/_/_/_/_/
I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.
Buffalo Springfield - For What It's Worth.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Affinity,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
No comments:
Post a Comment