Inner strength

A Chartered Institute of Housing report, commissioned by the Tenant Services Authority, has recommended that resident-led self-regulation could improve social housing and cut the need for external intervention.

Giving tenants the power to challenge their landlord is nothing new — but the extent of that power is a key focus for the new regulator. On the face of it, the more you involve customers, the greater your chances of getting it right.

As a tenant board director for the past five years, I have seen a real shift in the role of the customer. Today, not only are tenants represented on the board, but we have a ‘quality circle’ panel to monitor performance, mystery shoppers that make recommendations for improvements and a raft of new resident inspectors to carry out more detailed reviews.

Scrutiny is important and I believe housing is unique in the level of access it grants its customers. Tenants bring a perspective that puts customer needs and service delivery at the centre. But, from my experience, training and support are essential. Board excellence programmes and external training and qualifications equip us all to make better decisions, balancing customer needs with business needs.

We also need to make sure the pendulum doesn’t swing too far. I still believe a board that includes independent business people and community representatives offers the best approach and gives checks and balances backed up by a breadth of expertise.

I support the move towards more resident-led regulation, with the proviso being that residents get the right training and support. The sector has already made huge strides and the TSA should be able to have confidence in an organisation whose involved customers say ‘our landlord is doing a good job’.

Marlene Mountain is a tenant board director at Futures Housing Group