Transforming Compliance and Culture in Housing Management

Change in culture is essential for proactive management in the housing sector, shifting from reactive to proactive approaches. Key recommendations include fostering a zero-tolerance culture, focusing on building maintenance, taking proactive responsibility, and empowering staff. The sector has responded with specialist contractors, dedicated portals for issue reporting, and data-driven strategies. Areas of concern include euphemistic language, unrealistic resident expectations, and lack of engagement. Priorities for action involve transparency, dignity, and good governance.

• Housing management
• Culture change
• Proactive approach
• Sector response
• Resident engagement

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Uploaded on Aug 05, 2024 | 0 Views

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Presentation Transcript

1. Its not lifestyle - A year on Alan Park Compliance & System Manager

2. Change in culture needed Taking Reactive Proactive Inferring blame responsibility Fatalism Zero tolerance Resident-focused Fabric-focused

3. Key recommendations Zero tolerance culture Take Focus on the fabric Proactive responsibility Treat people fairly Damp and mould strategy Find your silence Check net zero plans Record keeping Empower staff Proactive communication strategy Know your stock Use the complaints process Know your residents

4. How has the sector responded? Specialist contractors Specific activity during the void period Humidity and temperature sensors Dedicated portals for residents to report issues Damp, mould and condensation dashboards

5. Areas of concern Euphemisms for lifestyle Advice considered sufficient Unrealistic expectations of residents Lack of engagement

6. Priorities areas for action Hiding behind legal proceedings Dignity, respect and fairness Good governance

7. Contact us 0300 111 3000 info@housing-ombudsman.org.uk @HousingOmbuds Housing-Ombudsman Sign up for our e-newsletter on our website