Two years on from the introduction of consumer standards under the Social Housing (Regulation) Act, the sector is beginning to see the impact of the new framework. To explore how organisations are adapting, Inside Housing and Orlo, a community engagement platform provider, brought together a panel of resident engagement experts to discuss progress to date.
While landlords continue to navigate a range of challenges, the conversation opens on an optimistic note, and panellists are eager to share the strategies they have adopted and the successes that are already emerging across the sector.
Jenny Spoor is director of operations at Havebury Homes. She feels that the sector has an opportunity to simplify resident engagement. “I think if we boil it back, residents want safe homes, they want repairs done on time, they want good communication,” she says.
“Residents communicate with us every day about a variety of things. That’s engagement to us, and I think we’ve overcomplicated it as a sector.”
Many around the table agree, including Amy Holden, customer involvement manager at Onward Homes.
“In the consultation that we’ve done over the last three months, the things that have come across really clearly and loudly for customers and colleagues are: repairs communication, visibility and accessibility,” Ms Holden says.
“And none of that’s particularly difficult to get right, is it?”
