social housing sustainability in turbulent times: a case study
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Social Housing Sustainability in Turbulent Times: A Case Study. Steve Page, Paul Webb & Roy Williams. The ubiquitous opening quote … - PowerPoint PPT PresentationTRANSCRIPT
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Social Housing Sustainability in Turbulent Times: A Case Study
Steve Page, Paul Webb & Roy Williams
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The ubiquitous opening quote …
“Voluntary tenant participation is fundamental to the development and well-being of a democratic, socially inclusive society and must be valued and properly supported”
(DETR, 1999, p. 13)
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Agenda
Background to Social Housing One Vision Housing Context of the research Adopted Approach Findings Analysis Preliminary implications Conclusions Quo vadis … Q&A
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Background to Social Housing - 1 Since 1919, local authorities have been required
by law to provide council housing (Lloyd George's "Homes fit for Heroes" campaign) sparked by poor physical condition of army recruits.
Clement Attlee's post-war Labour government built more than a million homes, 80% of which were council houses, largely to replace those destroyed by Hitler.
Then … giving council tenants the opportunity to buy the homes they were living in - at a generous discount - was one of the defining policies of the Thatcher era (circa 1980). Two million (many of them labour voters, did).
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Background to Social Housing - 2 New Labour (late 90s Blair) was an
enthusiastic champion of ‘right to buy’ and home ownership in general. Helping working people to get a foot on the property ladder.
But … the "right-to-buy" phenomenon had led to a massive depletion in council housing stock … council housing estates were fast becoming the accommodation of last resort for those left behind by society, as families on middle incomes sold up and moved out.
Then … the near collapse of the banking system in 2008 ended the hopes of many on average incomes of ever owning their own homes. (http://www.bbc.co.uk/news/uk-14380936)
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Housing Associations Private, non-profit making Operating surplus used to maintain
existing properties & buy new stock Existed since 19th century Many local councils have transferred
their stock to housing associations over the last decade or so to save money
Housing associations are run as private enterprises … but are heavily regulated
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Timeline …
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One Vision Housing (OVH) Formed in 2006 with stock transfer from Sefton Council Currently over 11,500 homes in stock Multi-award winning, including 2012 & 2013 Sunday
Times “Best company to work for”
Mission – to be the: Best employer Best landlord Best business Best investor in communities
Values – commitment to: Success – we will be the best Passion – we love what we do Authenticity – we do what we say we will do Courage – we dare to be different Enterprise – we never stand still
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Context of the Research
OVH work with their Scrutiny Panel and Resident Inspectors to continuously review services and ensure they are striving for excellence in resident care … but how else might OVH improve to better meet the needs of their tenants?
We decided to start at the top with their Board
Board = 4 independents, 2 council nominees & 4 tenants
Research question “How can tenant Board members add extra value to OVH?”
Funded research – 50% UoC & 50% OVH
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Adopted Approach
Single case study (Yin, 2008)
Interviews (eight) with Board members – both tenants and non-tenants
Interviews (three) with OVH managers closely allied to tenant activities
Two focus group meetings – Resident Involvement Team Scrutiny Team
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Findings - 1
Focus groups also highlighted the importance of:
1. Tenant perspective & feedback
2. Expertise on customer service
3. Meeting OVHs strategic aims (not mentioned by interviewees)
Tenan
t Pers
pective
& fe
edback
Particip
ation &
enga
gemen
t
Experti
se on cu
stomer
servic
e
Protec
tion of serv
ices
Ensu
ring v
alue f
or money
0
1
2
3
4
5
6
7
Main Role of Tenants on the Board of OVH
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Findings - 2
Focus groups also highlighted the importance of:
1. What works (& what doesn’t)
2. (dis)satisfaction with services
3. Customer perspective
4. Representing the tenant population
What works (& what doesn’t)
(Dis)satisfaction with services
Customer perspective
Representing tenant population
Sense of ownership/empowerment0
1
2
3
4
5
6
7
Main Contribution of Tenants on the Board of OVH
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Findings - 3
Focus groups also highlighted the importance of:
1. Each & every one of the six factors discussed by the interviewees
Feedback about services
Free expertise Improve efficiency & accountability
Customer focus Improve board decision making
Drive strategy0
1
2
3
4
5
6
Tenants Main Adding Value to the Board
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Findings - 4
Focus groups also highlighted the importance of:
1. Each & every one of the six factors discussed by the interviewees except “improve policy development & implementation”
Improved CRM
Building relationships
Professional skills & understanding
Improve feedback
Improve knowledge of different OVH geographics
Improve business intelligence
Improve policy development & implementation
Improve understanding of operations0
1
2
Tenants 'Extra' Value-Added
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Findings - 5
Focus groups also highlighted the importance of:
1. Community building; 2. Trust building; 3. Tenant inspection & scrutiny;
4. Tenant decision-making; 5. Tenant engagement
Develo
p "Good-N
eighbour"
schem
es
Celebrat
e importa
nt eve
nts
Charity
fund-raisin
g
Community build
ing
Trust
building
Tenan
t insp
ectors
& scru
tiny
Tenan
t deci
sion m
aking
Tenan
t enga
gemen
t01234567
Tenant 'Value-Added' Other than at Board Level
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Findings - 6
Focus groups did not mention any other roles for tenant board members
Self-assessment Keeping sight of philanthropic roots
Targeted tenant involvement
Improve 'joined-up' training
Succession planning0
1
2
Other Roles of Tenant Board Members
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Analysis - 1 Main role and contribution of tenants on the
Board appears to be to give the Board a tenant “perspective” & feedback on services (Scott et al., 2001)
Tenants add value to the OVH Board in a number of ways:
Feedback about services (Simmons & Birchall, 2007)Free expertise (van Vugt, et al.. 2000) Improve efficiency & accountability (Spink, 1998)Customer focus (Housing Corporation, 2000) Improve board decision making (Fraser & Gibson, 1991)Drive strategy (Kelly & Clarke, 1997)
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Analysis - 2 Tenant Board members add value to OVH in a
number of other ways, i.e. not directly at the Board level:
Develop "Good-Neighbour" schemes (ODPM, 2002)
Helping to celebrate important events (ODPM, 2002)
Charity fund-raising
Community building (Simmons & Birchall, 2007)
Trust building (Tunstall, 2001)
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Analysis - 3 Continued …
Tenant inspectors & scrutiny
Tenant decision making (Millward, 2005)
Tenant engagement (Cooper & Hawtin, 1998)
Targeted tenant involvement
Improving training
Maintaining OVH’s Philanthropy
Succession planning (Jordan & Maloney, 1996)
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Preliminary Implications
81% of housing associations believe they will be adversely affected by the introduction of direct payments to tenants (Ipsos MORI, 2013). Tenant engagement & participation can be used to minimise impact for OVH.
“Bedroom tax” (Welfare Reform Act, 2012) Government’s impact assessment shows that those affected will lose an average of £14 a week. Housing association tenants are expected to lose £16 a week on average. Affects an estimated 660,000 working-age social tenants – 31% of existing working-age housing benefit claimants in the social sector. http://www.housing.org.uk/policy/welfare_reform/%E2%80%98under-occupation%E2%80%99_penalty.aspx OVH do not have enough one bedroom houses, but they can work with tenants to minimise impact & help with finding suitable
alternative accommodation.
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Conclusions OVH’s Board consists of 40% tenant
members
Research question: “How can tenant board members add extra value to OVH?”
Findings indicate that the main role & contribution of tenant board members is giving a tenant “perspective” & “feedback” on service – encourages engagement
Tenant involvement & engagement can be used by OVH to minimise the impact of the “bedroom tax” & direct payments to tenants (Welfare Reform Act, 2012)
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Quo Vadis? Working with OVH looking at how
tenants can inform & develop strategy?
Further work on tenant engagement with OVH?
Further work on tenants/value-added beyond OVH, i.e. across the sector?
Something else … ?
One thing is for sure – we will definitely be doing more “housing” research
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ReferencesCooper, C. & Hawtin, M. (1998) An introduction to understanding ‘resident
involvement’, in: C. Cooper & M. Hawtin (Eds) Resident Involvement and Community Action: Theory to Practice, Coventry: Chartered Institute of Housing).
DETR (1999) Developing Good Practice in Tenant Participation, London: DETR.
Fraser, R. & Gibson, M. (1991) It’s a Better Way of Working: Tenant Participation in Housing Associations, London: NFHA.
Housing Corporation (2000) Communities in Control, London: Housing Corporation.
Ipsos-MORI (2012) Impact Of Welfare Reform On Housing Associations – 2012 Baseline Report: For the National Housing Federation. Available at: http://www.ipsos-mori.com/Assets/Docs/Publications/sri-housing-impact-of-welfare-reform-on-has-baseline-2012.pdf.
Kelly, M. & Clarke, C. (1997) Good Practice Manual on Tenant Participation, London: Women’s Design Service.
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ReferencesMillward, L. (2005) ‘Just because we are amateurs doesn’t mean we aren’t
professional’: the importance of expert activists in tenant participation, Public Administration, 83, pp. 735–751.
ODPM (Office of the Deputy Prime Minister) (2002) Evaluation of Tenant Management Organisations in England, London: ODPM.
Scott, S., Currie, H., Fitzpatrick, S., Pawson, H., Kintrea, K., Rosengard, A. & Tate, J. (2001) Good Practice in Housing Mangement: A Review of the Literature, Edinburgh: Scottish Executive.
Simmons, R. & Birchall, J. (2007) Tenant Participation and Social Housing in the UK: Applying a Theoretical Model, Housing Studies, 22:4, 573-595.
Spink, B. (1998) Housing management 1800 to 2000: a practice in search of a policy, in: C. Cooper & M. Hawtin (Eds) Resident Involvement and Community Action: Theory to Practice. Coventry: Chartered Institute of Housing.
Tunstall, R. (2001) Devolution and user participation in public services: how they work and what they do, Urban Studies, 38, pp. 2495–2514.
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Referencesvan Vugt, M., Snyder, M., Tyler, T. R. & Biel, A. (Eds) (2000) Cooperation in
Modern Society, London: Routledge.
Wheeler, B. (2011), What future for social housing? Available at: http://www.bbc.co.uk/news/uk-14380936
Yin, R. K. (2008), Case Study Research: Design and Methods, 4th Edition, London: Sage Publications.
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Questions?