Housing Issues and Solutions - Research Paper Example

Address

(2016)

Executive Summary

It is and has always been our greatest desire to have happy and contented clients for Silverview Housing Association. In this spirit, it has come to our attention of the possible misgivings our customers may be receiving. Therefore, this issue becomes an immediate concern that should be addressed to maintain the relationship we have with our customers. This report aims at addressing some of the issues that have been raised by the clients in a gentle and collaborative way. A full application of the recommendations in this report should ensure that the situation is restored, and operations remain as stipulated in our code of conduct.

To come up with this report, several methods of analysis were used. A comparison of some landlord practices from successful associations was reviewed and possible recommendations from them established. Also, some statistics review of some of the problems that are part of the properties were included in the investigation that were raised by the clients. The calculations were graphically represented and inferences made to assist in the conclusions.

The result from the data analysis showed several findings. First, the quality department handling the repairs was taking long as the customers had indicated. Second, the antisocial behavior issue raised by the property residents was not a direct problem. The antisocial behavior needed an extra input from the management in the form of newer policies and terms of service. Finally, on the issue of properties being empty, data analyzed showed that a significant number of properties were indeed empty. However, the vandalism connection with the empty properties could not be fully validated as some measures had been set up to cater for such incidence. Nonetheless, the claims were taken into consideration in the preparation of this report and given due seriousness.

The report finds that for the association to maintain its upward trend regarding profit and reputation, some change should be made to the operation and policy documents. The major areas of weakness and lack of professionalism include the repair department and property keeping. Antisocial behavior issue was a "beyond control" problem as the possible action of coercing people to relate would in some way contravene their constitutional rights. The main recommendation, therefore, is the revamping of the repairs department. Changes should include but not exhaustively, hiring of qualified personnel, the hiring of enough personnel to tackle the problem and possible close monitoring of the employees in operation. Also, the development of a code of conduct on antisocial behavior should be included in the normal meetings between the residents in some of the properties. Finally, a review of the policies to cater for empty properties management should be set up.

The report could have possible limitations as stipulated. Basing the results on other landlord’s houses is not a guaranteed solution to the problem being faced at the properties. Also, the statistics presented were not consistent indicating that possible inferences were not up to date on the properties. However, the report still retains its authenticity as it heavily relied on the associations’ properties. Improvement of the conditions from the recommendations is assured.

Introduction

Silverview association has been a successful housing company that has served its clients in many ways and always maintained its high reputation. However as a result of some actions that have resulted from uncontrolled factors in a short span of time, this fortune has been changing. Residents have raised several issues that have to be taken care of with immediate action to prevent further reputation loss. The issues such as repair men services have caused a stir, and the problem should be dealt with the seriousness it deserves from the board and the management executives of the company. Other issues such as the development of antisocial behaviors in the properties have also caused serious concerns among residents. As the policy officer, it is my duty to prevent further damages to the company and the residents at the facilities.

The report is an effort to restore the conditions that were present in the institutions. The recommendations have been compiled from many reliable sources including other successful landlords that have solved similar issues. It is, therefore, a great resource for the management in their steps to undertake a comprehensive reform of the company in the need to reestablish it as a trusted provider of housing. The conclusion SMART plan at the end of the report serves as a guide for the possible steps that will be efficient, effective and economical to the company in the process of restoration.

Report measurement

The following section describes the measured procedures that were part of the report. The report includes the views of the residents that are served by the company, and their input was duly considered.

Target population

As the issue at hand was the residents at the premise under the management of Silverview Company, the community of the users was the total number of residents at the properties. The residents numbered up to 200 for the mall and the residential areas that had the issues raised. Some few members of the neighboring properties were also involved in gathering some views especially the indicated vandalism issue form empty properties in the area. Members who were long term serving clients were given more consideration as their views were based on their time in the area. Other members who had previously vacated the area were included in the results findings.

Measurement period

The measurement report period is from the 1st of January 2016 to the 30th of April 2016. The period of the four months is when the issues were most common and recorded in the premises. Focusing on this period has important implications such as the relevance of the report being in an acceptable time frame and data used being recent.

Data sources

Data was collected from the various means that have been set up by the company in all our residential properties. The main sources included the suggestion boxes, email suggestions, office reporting, and observations. Many of the clients sent in emails and left ideas in suggestion boxes that pointed out to similar issues of concern about the residences. Inspection of the information that was present revealed similar woes, and this led to the writing of this report. Basing the recommendations on the data collected ensures that residents will continue having their previous comfort when the issues are resolved.

The data collected holds a string validity stance as it was initiated by the residents who acted in good faith to positively change their surroundings. Since the email system of the company is closely monitored and well protected the issue queries that were submitted were valid in their raw status. Suggestion boxes were are also usually monitored, and repetitive inputs from same residents were filtered out. However, the suggestion boxes were not highly regarded, and it’s possible to sidestep the ways. Office reports by some of the residents proved to be the most important data source and most valid as given residents presented their woes in person. Their requests were genuine and in some case included evidence to support their views.

Target performance levels

It is the expected goal of Silverview housing to have zero complaints about the issues of repairs by the start of August 2016. The company also aims at putting the focus on the empty properties under its management to increase the levels of security and prevent the possibility of vandalism. In consultation with a psychologist and other behavior professionals, a new policy on the antisocial behavior issue will be formulated and developed in conjunction with the residents for ready use by December 2016.

Data analysis and interpretation

The following presents the data analysis section for the collected data and the forecasted improvements of the measures to solve the issues raised. Visual representations have been used so as to increase the appeal and fasten the conveying of information for readers.

Results

Residents at the properties provided enough indicators, and raw data that was important in the results build up. The mode of issue raising and issue distribution were some of the most relevant results established by this report. It was important to show the period of stay of the residents to determine whether the issues were as a result of movement.

Period of residence at the premises

The following represents a table of the member’s classification according to their stay at the Silverview association facilities with the issues.

Period of stay

Frequency of residents

Percentage (%)

4 months

20

10

8 months

15

7

1 year

18

9

2 years

65

33

Greater than two years

82

41

Mode of issue raising

The following chart represents the mode of issue raising statistics. As it is evident, the email system was the most common followed by the in-person office reporting and finally the suggestion boxes.

Issues distribution

The following represents the issue distribution chart that presents the frequency of the most pressing issue as indicated by the data collected. Repairs taking too long was a major issue that indicated the company needed immediate actions to address the issue.

Findings

The above results of the reported research indicate that there is a need to address the issues that residents have raised with the company management. Most of the residents that provided suggestions to the management were clients for over two years, and this validates the need for the inhabitants as real and not by new people motivation. The mode of issue raising also presents an interesting finding for the management of the company. As office reporting was the most common way of informing the management, it gives the problems raised an extra level of needed attention.

As pointed out earlier the period of stay at the company’s facilities is an important indication of the customer's willingness to continue being served by the enterprise. This means that the trust gained by the residents over the time needs to be protected with urgent measures that address their problems in the properties.

Conclusion and recommendation

The following describe the significant finding of the report on the status of housing for Silverview association residents. Among all the issues raised the repairs issue was most pressing and needed to be attended to in the least time possible. Also, the company’s action on all the issues raised needed to be taken on an immediate basis as most of the residents that had raised the issues were longer served clients with over two years of stay. By the policies of the company the following recommendations are poised to produce useful results.

On repair time address

To improve the trust the residents have on the management; the following actions should be taken. It is important to ensure that the repairs requested by residents are quick and satisfactory. To achieve that taking specific actions as follows is advised. First, there should be a senior management focus on the repairs and maintenance service department. Also, revising a clearly defined repair and maintenance service that is customer focused will ensure that repairs are always responded to in reasonable time.

For instance, the Shepherds Bush Housing Association has introduced an appointment service with repairers that protect their rights and ensures access to repairs is quickened. Another example is the Bromford Living organization. It reformed its terms of services about repairs and set them according to their customers wants. The results were improved performance and approval status in repairs (Chartered Institute of Housing, 2011).

On empty properties issue

To deal with void management in assets the company should focus on effective ways of management. First, a clear communication channel for the movement and occupation of properties should be set up. Also, delays in tenancy termination and tenancy introduction should be cut so as to have rooms void for the least time possible.

For instance, Milton Keynes Council adopted a system that monitors the tenants flow into and out of their premises which have given them a comprehensive set of information over time that helps in the future forecast. Leeds City Council and Mears Company also held a partnership to address the issues in void management. One which is of importance is the time it takes to do repairs once a tenant moves out (Chartered Institute of Housing, 2015). By reducing the time, voids can be reduced overall to prevent vandal activity in the empty properties.

On anti-social behavior address

To deal with the antisocial behaviors in the residential properties the following guidelines are of great importance. The development of a mutually agreed upon code of conduct for residents in a given property represents a possible policy development to tackle the issue. Also, the creation of awareness on the importance of social unity is needed to make the residents collaborate in dealing with the issues of anti-social nature (Minton, 2008).

A good case to get a lesson from the method of addressing anti-social behavior is the Servite Houses. As a result of integrating with a facility intervention program, antisocial behavior was significantly reduced. The family project improved the public confidence levels in tackling the issue (Department for Communities and Local Government, 2010). Application of the above recommendations will ensure the copay remains in the path of success.