The time is now

Do housing associations really need another code, another lot of boxes to tick, another set of compliance statements? As the National Housing Federation’s draft new code on service delivery and accountability hits the consultation trail, you could be forgiven a stifled groan. But in fact, the code is necessary, exciting and timely – I hope now to convince you of that.

For a start, there are good political and tactical reasons for this initiative. Housing associations, however unfairly, are not always popular with politicians, either locally or nationally. In the new world of housing, they need to become a byword for service excellence and resident engagement, if only for reasons of competitive advantage. With the birth of the new Tenant Services Authority, this is exactly the moment for the sector to show some collective leadership, and the code should become a powerful symbol of that determination. If associations can convincingly devise and implement their own code, the regulator can allow itself a lighter touch.

Second, we should not pretend that all associations are shining beacons of excellence. Some already meet or exceed the terms of the code, but plenty fall short. If the code contributes to improved standards within the sector, then residents can only benefit.

But the real reason to support the code goes deeper. 2008 was the year that everyone suddenly became poorer. Yes, some millionaire bankers have lost their jobs, and may have to take buses with the rest of us. But far more importantly, almost all people in poverty are now in deeper poverty. Others have crossed the poverty line for the first time, with fuel and energy costs the trigger. Shocking levels of health inequality – reflected in life expectancy figures – are poised to get worse. With the pensions debacle of recent years, poverty in old age is on the rise.

The erosion of community and civil society is a harsh reality across many neighbourhoods. And the 5 million or so people who live in housing association homes are feeling the cold wind as never before. Many are disempowered, demoralised and wondering what the future may bring.

What – you may ask – does this have to do with a code? Obvious, I say. At a time of growing social need, organisations set up with a social purpose are most needed. This is the time for associations to build a new relationship with their residents, based on mutual respect and real customer focus. This is the time for residents to gain more control at least over one important aspect of their lives. This is the time for associations to find out what services and support their residents want, and work with them to improve their communities and their life chances. The code is one step towards a new philosophy of social purpose in these tough times. It’s about the courage to do better.

James Tickell is a director of consultancy Campbell Tickell and the author of the code on service delivery and accountability