In the wake of public inquiries like Grenfell and the introduction of initiatives such as "Awaab’s Law," the approach to social housing has significantly shifted. Local governments and housing associations are now embracing a tenant-first model, giving residents a stronger voice to shape the services and living standards that directly impact their lives.
This move isn’t just about responding to past tragedies - it’s about ensuring better outcomes for the future. The introduction of the Regulator of Social Housing’s (RSH) annual Tenant Satisfaction Measures is pushing landlords to actively listen to tenants and use their feedback to guide meaningful change.
The reality is that many of the issues leading to heartbreaking events like Grenfell could have been avoided if landlords had been more responsive to tenant needs. Kwajo Tweneboa’s book, Our Country in Crisis - a must-read recommended by our CEO in our last monthly blog - captures the frustration many tenants feel. Tweneboa’s personal struggle navigating the complex systems of housing providers, the RSH, and the Housing Ombudsman illustrates how easily tenants can be overlooked. Too many voices go unheard until another scandal exposes their plight.
Cost-Effective Change
But it doesn’t have to be this way. Some of GovMetric’s early adopters have embraced this tenant-first approach, placing residents at the centre of their decision-making. By gathering feedback through transactional surveys, these housing providers gain a clearer understanding of tenant satisfaction, identify concerns, and take action to address them. The result? Improved tenant sentiment and satisfaction.
And it doesn’t stop there. Proactively addressing tenant concerns isn’t just about relationships - it’s also cost-effective. Listening to tenants helps housing providers allocate resources more effectively, preventing small issues from escalating into costly problems.
The Culture Shift That Housing Organisations Need
However, none of these changes can succeed without a fundamental shift in internal culture. Listening to tenants is not just a process to implement - it’s a change in mindset. For housing organisations to fully embrace a tenant-first model, they must build a culture of empathy, accountability, and responsiveness at every level.
Historically, tenant feedback has often taken a backseat to operational or financial priorities. To shift towards a tenant-focused approach, housing providers need to reframe their internal values, ensuring the tenant's voice is at the core of every decision. This cultural shift must begin with leadership and flow through every department, from customer service to maintenance.
Adopting a tenant-focused approach isn’t just about improving service - it’s about creating a more collaborative, responsive environment. By embracing tenant feedback as a tool for continuous improvement, local governments and housing associations can lead the way to better social housing outcomes across the UK.
Want to learn how GovMetric can help you shift to a tenant-first approach? Contact us today, and together we can create a better future for social housing.
Helping Housing Providers Understand the Tenant Experience
We provide solutions to enable feedback and complaints to be captured for regulated and non-regulated services.
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