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Putting people first is an aim worth striving for
Void rates and debts should not always be the measure of a housing association. How they treat their people – staff and tenants – is key, writes Sinéad Butters
As I was returning from London, having chaired a PlaceShapers board meeting, I reflected on the sector which has been my home for the past 25 years.
I have grown up in this world – both personally and professionally.
I have made mistakes, learned, grown and used others as a role model of how to be and not to be. I have strived to act authentically, honest and true to myself.
I had my son in this world, lost my dad, moved house, and live a fulfilled life. I can’t imagine working anywhere else or doing anything else. It is like I met my match.
As a chief executive, I absolutely believe it is my job to deliver a fantastic service from a place where people love to work.
That’s it, isn’t it? Professionally, is there really anything else to strive for? And that’s not easy.
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Setting stretching goals for yourself and others in a supportive environment is key.
Battling the slings and arrows of outrageous fortune and keeping focused and energised is tough. At Aspire, we have decided that we need to go back to basics. To put people first in all that we do. Are we great at this? Not yet. Is it worth striving for? Certainly.
“At Aspire, we have decided that we need to go back to basics. To put people first in all that we do”
So, what does it mean?
It means investing in staff to be their brilliant selves and listening to tenants to help us improve. It means looking at people metrics first: satisfaction with services, rather than void rates or bad debts.
We invest by putting together a programme for staff that enables them to thrive. Which will include: our ‘aim high, fly high’ programmes, counselling support for those on the frontline, ‘on the right track’ action learning when things go wrong, best companies surveys, a better quality environment, agile working...
...And so on.
For tenants, it is more boots on the ground, creating a culture of saying “yes” not “no”, a focus on what it feels like to receive our service, and investment in employment, skills and training.
All of it means safe homes in thriving neighbourhoods with joined-up services, and accountability running through us like a stick of rock.
I could go on, honestly I could.
Whatever is happening around us, and however we feel at any given moment, this will always be worth striving for.
After 25 years of working in a sector I call home, I think I have at last hit on something: know who you are and where you are going. And if you go there with grace and humour, you won’t go far wrong.
Sinéad Butters, chair, PlaceShapers and chief executive, Aspire Housing
