22 September 2006
Housing associations are failing to respond to a huge appetite for choice among their tenants, says a major new study.
Too many landlords are seen as paternalistic or even patronising and are reluctant to extend choice, according to a commission set up by the National Housing Federation.
More than half (57%) of tenants told the commission they are given very little choice by their landlord, compared with 10% who said they receive a lot of choice. More than 90% wanted more – including the right to choose better kitchens and bathrooms.
The tenant involvement commission was set up by the federation in February and chaired by Ed Mayo, chief executive of the National Consumer Council. Its report, What tenants want, published at this week's NHF annual conference in Birmingham, calls for registered social landlords to adopt a ten-point plan to improve services and accountability.
Mayo said the commission found good examples of tenant participation, but standards varied widely. 'Housing associations are perhaps not yet as good as they think they are,' he said.
NHF chief executive David Orr was due to tell the conference that some associations need to 'raise their game' and offer better customer service, as well as involving tenants more in management decisions.
Orr was also expected to call for less bureaucracy and for the government to treat housing associations as 'powerful allies', not delivery agents.
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