The choice is yours

‘Housing is a take it or leave it service’

The motion: Simon Pickles

Choice has been a government mantra since New Labour took power in 1997. But have we in the housing sector really taken it seriously? Or, as I’ve come to believe, is housing, subject to impressive exceptions, still pretty much a ‘take it or leave it’ service?

Of course we can all respond to such accusations with quick fire answers: choice-based lettings; choice of kitchen ranges and colours; choice of contractor for the landlord through resident interview panel.

These answers might satisfy the Audit Commission inspectors and possibly the Tenant Services Authority, but are they really good enough?

The TSA, housing’s regulator, states in its recent draft standards document that ‘the promotion of more choice for tenants sits at the heart of our objectives’.

Looking across the social and health care sector, the Department of Health has been pushing a radical agenda, called ‘self-directed support’, which is closely allied to personalised budgets.

For example, a person with a learning difficulty living in a residential home is encouraged to consider the current value of their residential and care services and re-evaluate how they receive their services. Perhaps, for example, they may choose to move to supported living with their own front door.

Bringing this approach to housing management could have some lively implications such as new tenants being given the void budget for their property or tenants being handed the budget to undertake their own repairs.

My suggestion for the best way to accelerate the housing choice agenda is to align it with the profiling of residents’ needs and preferences to develop a tenant’s personalised, negotiated housing service plan.

This negotiated contract could include:

• an agreed target score for sensitivity of treatment by the landlord
• a repairs budget for their property (as mentioned above)
• a preferred method of consultation and involvement
• customised refurbishment packages
• apprenticeship and work experience opportunities
• a housing path which enables the tenant to move within the social sector (with their existing or an alternative landlord), or to move out of it
• an enhanced package of IT services, such as wireless internet access, at a cost
• more frequent grass-cutting or window cleaning, subject to additional service charge costs

Once a year, tenants could grade how well their landlord has honoured these personalised pledges.

Social landlords must take the initiative in this area and experiment - trying to focus on what the tenants expect from services that are described in mission statements as ‘excellent’.

Let’s not wait for the regulator r and the Audit Commission to set the agenda and the pace. Let’s set it ourselves.

Simon Pickles is managing director of Neighbourhood Solutions consultancy

‘All tenants must be empowered to exercise choice’

Rebuttal: Nic Bliss

It was no surprise that, when asked as part of the TSA’s national conversation programme, nearly 60 per cent of co-operative housing tenants said that they already have as much choice as they want (as opposed to 40 per cent among tenants elsewhere).

This is because co-operative tenants make all the choices over how their homes and neighbourhoods are managed democratically, resulting in the TSA’s conclusion that the 88 per cent satisfaction ratings for housing co-operative tenants were much higher than the 76 per cent satisfaction ratings by those with other landlords.

Theoretically, homeowners have ‘choice’, but their choice is limited to what they can afford, and they have to live with the consequences of their choices.

If tenants are to have real choice over anything that’s not just a different version of what’s already on offer, those choices need to go hand in hand with the financial and other responsibilities for the outcome of those choices.

The main choice tenants should have is the option to participate democratically in decision-making about how their homes, neighbourhoods and landlords are managed.

Nic Bliss is chair of the Confederation of Co-operative Housing

‘Choice should come with some responsibility’

Rebuttal: Joe McLoughlin

There’s no doubt that tenants’ needs and aspirations have seen a paradigm shift in recent years. Consumers have more control than ever before - we all shop around for the best deal.

My consultancy, Home Connections, has championed choice since 2000 when choice-based letting was introduced. Our experience is that CBL has forced authorities to think of the people who use their services as a diverse group who have different needs and expectations.

The challenge for local authorities and registered housing providers has been to fashion services to the variety of needs that exist. Using the latest technology support has been provided through a variety of channels including online 24/7 office hours, talking adverts for vulnerable and remote homeseekers and virtual tours of properties and neighbourhoods.

Tenant control is an important aspiration within a large and complex picture. We must ensure that everyone has a voice and is empowered to exercise choice so that it extends beyond those who are already engaged. The challenge will be to reach those with literacy difficulties and minority groups, to focus on diversity, provide apprenticeship, training and jobs and engage with our urban youth.

The TSA’s recent proposals for a new regulatory framework for social housing allows for landlords to continue in this vein with even greater freedoms to deliver tailored services.

In preparation for the economic upswing, tenants, landlords and regulatory authorities must together develop services which provide a gateway into a range of employment services. A new dynamic must create a virtuous loop for developers, tenants and the watchdog to improve life chances for all tenants and residents.

Joe McLoughlin is business development manager at consultancy Home Connections

Have your say

You must sign in to make a comment