1. Why is the term 'their' in this context patronising? What term would you have used? I interpret the use of the term 'their' in this context as 'taking some responsibility' rather than patronising.
2. When you say housing staff 'wouldn't last a week in a real competitive job', which job do you have in mind? I used to work in sales before housing and I'd happily bring in some of the 'private sector' principles to housing - but don't then come crying to me when I start looking out for the needs of the business, and I start getting MUCH harder on rent arrears, and I start looking for REAL efficiencies in services. If you want to start treating social housing like the private sector then fine - but I'll start giving you a service that is comparable to the service a private landlord / letting agent would give you for the rent you pay. You wanna play hardball? Bring it on, sunshine...
3. ...Or perhaps you could just accept, as hard as it might be for you, that social housing is a different beast to the private sector - 'the real world'. Like or not plenty of us actually do have passionate debates and discussion with colleagues and management about putting the interests of tenants first. Just because we can't respond or act on the every whim of every tenant, that doesn't mean tenants are getting a bad deal from us.