How to Improve the Housing Services - Essay Example

To improve your housing services, you need to involve residents in decision making’. Discuss’ NAME DATE Tenant involvement in any housing projects or associations is crucial in delivering effective and improved services. It is therefore mandatory that housing associations to provide tenants with the opportunity to freely participate in services that affect their surroundings such as maintenance and repairs. According to the housing solution and satisfaction act, when tenants are satisfied with public services around their neighborhood, it is easy for social landlords to manage these housing structures (Social Housing, 2008). Consequently local associations and authorities are equally satisfied as all the parties involved receive services that are aligned with their expectations. Hirschman (1970) argues that despite the satisfaction status quo, when it comes to public services tenants do not have a choice but to agree with the terms laid down by the government. Complaints from tenants whether positive or negative are important since they influence the management and improvement services of the housing structures. Tenants’ complaints act as a mode of involvement in the housing projects and associations. Taking in complaints from tenants according to the report ‘Guidance on Running a Complaint System’ by Ombudsmen, is a sure way of assisting landlords, housing officers and councilors in formulating policies that will tackle both reasonable and unreasonable complaints from tenants. Thus complaints build a receptive relationship between housing management team and tenants (Local Government Ombudsmen, 2002). The policies outlined by officers and councils work as a remedy pledge that enables the tenants to have an in depth understanding of the services offered and how they are offered. Strachan (2009) affirms that having a remedy pledge provides a platform for tenants to express their views whether or not they are satisfied with the housing services provided. As a result housing associations can use tenants’ complaints and views to make adjustments on their services and structures so as to meet tenants needs and satisfy them. Having clear guidelines on the service and pledge remedy educates the tenant on what to expect before settling in a particular house. Moreover the pledge remedy issued to tenants is a source of communication between the housing management and tenants. This way tenants are able to launch complains as a source of enabling the council to understand the views of tenants and also improve on their services and structures. For instance this can be derived from the incidence involving Ms. Tooley and ABC housing Association, whereby Ms. Tooley is referred back to the Association’s clauses as it is assumed that the tenant does not have a clear understanding of their guidelines. Tenants are in most cases involved in the decision making process through the designed complaints procedures for landlords. Social Housing (2008) affirms that these procedures provide the landlord and housing management team to ‘get it right and right the wrongs’. Resolving tenant’s concern at the earliest stage acts as a form of feedback which gives the housing association an opportunity to act on them as they learn and improve on their services. In order for housing associations and projects to satisfy consumer needs, it is vital that they follow the proper guidelines in improving their housing services and tenant satisfaction. To successfully do this, Cave (2007) argues that landlords need to treat tenants as consumers and focus on meeting their needs during their operations. Thus tenant satisfaction should be first on the landlord’s priority list. It is vital to discuss with tenants first and get an understanding of what they want then work on getting the basics right. This can be done by carrying out surveys in order to gather enough views from tenants regarding the housing services. Housemark (2011) argue that this is good way for landlords to measure consumer satisfaction and reduce expectations at the same time. The data collected from tenants will largely influence the changes that will take place in the housing operations and services. Interacting with tenants allows for personal involvement which creates a good atmosphere for them to air their views. Thus while working on getting the basics right in the housing services, the landlords have the tenants’ personal involvements while taking into account what the tenants want. This form of reception from both parties will reduce the number of unreasonable and unreasonably persistent complainants. Moreover, involving tenants in decision making, shows that the housing association is committed in improving its services and is also accountable (Social Housing, 2008). The report, ‘Improving services through resident involvement,’ by the Audit Commission, further argues that involving tenants in decisions that directly interfere with the housing service is very important. Notably the report shows that both tenants and housing associations benefit from this strategy. This is because tenants receive services that provide value for their money while the landlords work on improving the services rather than spend that time responding to constant complaints from tenants. The personal involvement of tenants in decision making promotes equality and diversity. The clauses outlined in a service and remedy pledge, apply to all people regardless of their gender or race. Thus when and if each of these people are involved in decision making, there is equal opportunities offered to them in terms of service and structure. Consequently the integration of ideas from diverse individuals renting a space, greatly contributes to improved housing services and structures that will satisfy the needs of each of these tenants. This according to the Equalities and Human Rights Commission this will reduce expressions of dissatisfactions by tenants through distractive actions (Audit Commission, 2004). Tenants tend to interact with each other and their surroundings with an open inter-personal appreciation of their surrounding community. This is achieved when tenants are allowed to freely partake in decision making of public services rendered to their immediate community. Tenants will respect the needs of their neighbours and align their demands in respect of their community members. Thus assisting in the abolition of anti-social behaviours that some tenants tend to display and allowing the housing associations to have control and manage any anti-social behaviour. In conclusion, one can argue that involving tenants in decision making in relation to housing association is a vital step in ensuring that the social and public amenities alongside the housing services are able to satisfy consumer needs. Inter-personal involvement of tenants provides them with some sense of trust and hope. This is because the tenants gain the trust of their housing associations and their surrounding communities. On the other hand landlords ensure that they have gained maximum co-operation from tenants and that the policies in the service and remedy pledge are viewed as being fair and intelligent. References Audit Commission (2004). Housing - Improving Services through Residents Involvement. London: Belmont Press Cave, M. (2007) Every Tenant Matters: A Review of Social Housing Regulation. CLG, London. Hirschman, A. (1970). Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Harvard University Press, Cambridge. Housemark (2011) STAR Points – A Proposed Framework for Standardised Tenant and Resident Satisfaction Surveys. Housemark, Coventry. Local Government Ombudsman (2002) Guidance on Running a Complaints System: Guidance on Good Practice. Social Housing (2008). Tenant Services Authority boss warns developers over grant complacency. Social Housing. December 15, p. 5.. Strachan, I. (2009) Getting it Right and Righting the Wrongs: Practitioner's Toolkit. Read More