Thanks for posting this article Jean: I can really relate to the author and where she's coming from. I grew up in houses that my parents owned, and 33 years ago I moved into social housing as I couldn't afford to rent or buy on my own privately, and I've remained renting ever since. I sat on a Residents' Forum for many years, was the Chair of a Resident's Association and was a resident representative on the Committee of our local Town Centre Partnership. I also worked in social housing for a couple of years, and I now have a professional background. My personal experience is that residents can only use their voices effectively IF the organisation they are speaking to are willing to listen, to be scrutinised, to consider what's being said, and are open to change. If none of these situations prevail, then the person using their voice is simply ignored and nothing happens as a result of them making the effort. Are you listening Hyde????? I mean, are you REALLY listening???? There's an awful lot that can be learned - and improved on - from those who are on the receiving end of your services. And after just 4 years of being under Hyde's 'rule' I can assure you, they are not good.
I agree with you Linda. I do believe that Hyde know that many services can and should be improved - I wouldn't do what I try to do otherwise, I assure you! It can be a long journey much of the time but I do get a sense that there is a move in a positive direction. I'm not giving up yet!
Agree during the lockdown Hyde have listened to residents ,not before Time. Resulting in improvements to first the website next one to see some improvements is how Hyde commute with The customers they serve. Yes it has taken a long time but it is worth it.
I am afraid that I have to agree with the sentiment here. Change is always possible, but only if it is either forced by external factors (legislation or competition for example) or some other internal motive. But it will fail every time unless it is truly championed from the very top of the organisation - day in and day out. Residents have no real power, as they need an affordable home and the landlord has ultimate control on what does and does not get done.
The way I see things is that Hyde does have some really good people, but they seem to do things in ways that do not really put the customer (resident) at the heart of every action and decision. If it were my organisation (and I have helped many in my career) I would vigorously challenge and simplify every single internal process, and focus (and reward teams) on doing things today, rather than passing them round and round the houses. But it's a massive cultural change that is required, and residents cannot make that happen. It has to come from the top, with inspirational leadership, who infect every team member. When organisations are run by financial drivers to make more and more "surplus" (profit to you and me) then residents will always be fighting. But that doesn't mean we should stop trying - for the sake of everyone.