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Paul FiddamanPaul Fiddaman is chief executive of Karbon Homes. Prior to the creation of Karbon Homes, Paul served as chief executive of the Isos G ...more
We need to rebalance the relationship between landlords and tenants
A week ago the government was accused of sidelining plans for a national tenant voice. Paul Fiddaman argues that some kind of structure is important – particularly if it takes a regional approach to tenants’ voice
Across the housing sector, we are eagerly awaiting the government’s pronouncements following the consultation on the Social Housing Green Paper.
At Karbon we have been thinking about the whole area of transparency and accountability for some time. Our customer service and trust scores compare favourably with our housing peers and beyond in other sectors.
But we want to do more – and the feedback we get from our customers backs this up.
Our research indicates they would value a deeper, richer, more meaningful relationship with us as their landlord. They want a relationship with us that gives them some agency over their own lives by being a part of the decisions that affect their homes.
We want to build a better balance in our relationship with them, so their lived experience of being in our homes is properly taken into account in our decision-making on what happens in their homes.
For instance when we decide how to invest in our customers’ homes, that should not be just an asset management decision – we need to listen to those customers and not just make ‘one-size-fits-all’ decisions.
It’s about our culture, and ensuring all staff are imbued with respect for the individual and their circumstances.
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We would like to see any regulatory settlement promoting that kind of culture within all housing organisations: housing associations, ALMOs and local authorities. We need to have everyone committed to working in a way that promotes that culture.
I believe the regulatory settlement should involve an evolution of the existing standards on customer accountability and engagement. I think we’ve lost our focus on that element of the existing standards.
It would be good to see that reinvigorated and strengthened – but it’s about corrective surgery not amputation.
“Like-minded people with similar issues could get together and help with strategic development of organisations and services on their patch”
Another element of the green paper was about the need for a national tenants’ voice organisation. I would argue there is a stronger case for a regional approach to the tenants’ voice.
We know that the housing crisis presents very differently in different areas of the country, so any structure for customers’ input surely has to reflect that?
Like-minded people with similar issues could get together and help with strategic development of organisations and services on their patch.
If there is demand for a national body too, I have no objection but I think there is more value to be found at a regional level.
As a board member of the Northern Housing Consortium (NHC), I would argue no other organisation would be better placed to facilitate that kind of discussion than the NHC.
There is a unique opportunity for all types of landlord to come together and bring an approach that includes all affordable housing – not just housing associations.
In summary, all the work we’ve done in this area suggests we need a new, rebalanced relationship with our customers. In any event, all good businesses listen to their customers and improve as a result – it’s what makes them successful in the longer term.
We have nothing to fear and everything to gain from building stronger, deeper relationships with our customers, and I hope any regulatory settlement will enable and encourage that culture to develop – and both landlords and their customers will benefit as a result.
Paul Fiddaman, chief executive, Karbon Homes; board director, Northern Housing Consortium
