Our residents are experts – we should listen to them carefully

I spoke at the London Real Estate Forum recently and I asked: “Are we building homes for the way people live or the way we want people to live?”

In other words, how do we know the homes we build really fit the needs of the people we hope to house? Have we taken full opportunity to ask?

It was seen by some in the audience as a provocative question, but when I see some of our homes and estates, it seems a valid one.

For example, on a recent visit, I saw a block on a busy road. Each of the homes had a small glass-fronted balcony – including the ground-floor flats. No one is going to sit out on those.

“How do we know the homes we build really fit the needs of the people we hope to house? Have we taken full opportunity to ask?”

Instead, to preserve their privacy, the residents had put up makeshift bamboo screening. If they had been invited to give their views on the design of the property, things might have been different.

In another instance, I visited a scheme where – perhaps to bring the outside in – exterior paving had been used inside the building. Not only did it stain easily and look unsightly, but it was hard to clean. Now, more money needs to be spent to provide a sealant to make it easier to maintain.

I also frequently see balconies used as storage space for homes. To me, this suggests there is a lack of storage inside.

We need to do better at listening to our residents. At the planning and design stages, we need to involve the people who may come to live in the homes we build.

Residents want to be involved. Recent L&Q research found that 63% would like the opportunity to be involved in the planning process as early as possible. Only 7% disagreed.

But are we asking the right questions and are we making it easy for our residents to make their views known?

In the same survey, 65% said they hadn’t voiced their concerns about a development. Typically, they said they didn’t know how, or who to go to.

Only 30% agreed that new housing is built to a quality standard. Some 32% disagreed.

This suggests a lack of involvement in the planning stages and not enough regard for residents’ understanding of issues of quality and feeling safe.

“Our residents are our reason for being and their views and opinions should always be front and centre of our thinking”

A government consultation is currently under way on improving the building safety regulatory system. Residents should play a pivotal role. They can tell us some of the things we need to do to make sure they are safe and feel safe.

We must ensure that residents have every opportunity to make their views known and voices heard.

Residents know what it is like to live in our homes, experiencing the services provided. They know what works and what doesn’t. They can tell us how and where to improve our services.

They are knowledgeable, they care, and they have a real stake in all this.

Our residents are our reason for being and their views and opinions should always be front and centre of our thinking.

After all, what residents bring to the table is an intimate knowledge of their homes, the services they receive and where they live. We must make sure we invite them to the entire meal – not just the cheese course.

Fayann Simpson, resident board member, L&Q