Social Landlords: Communicate Better, Avoid Trouble
- Sarah Ruivivar
- 6 days ago
- 2 min read
Attention all social landlords!
The Housing Ombudsman has sent out a friendly yet firm reminder: it's time to brush up on your communication skills. With Awaab’s Law looming, which mandates swift action on health hazards in homes, getting your communication game on point is more crucial than ever.
The latest report from the industry regulator highlights four key communication ingredients that were missing in recent cases: timeliness, transparency, tailoring, and tone. These aren't just buzzwords; they're the secret sauce to avoiding communication disasters. Poor communication has already compounded serious issues, like unresolved damp and mould complaints. Imagine a resident reaching out over ten times without action, or another left in a damp home for four years due to language barriers. Yikes!
Richard Blakeway, the Housing Ombudsman, stresses that communication reflects a landlord’s culture and values. While many in social housing are committed and compassionate, communication slip-ups can paint landlords as uncaring. With Awaab’s Law just six months away, landlords need to prepare for the anticipated written statement, a step up from current practices.
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But it’s not just about the written word. Landlords must think about communication before and after these statements. Effective communication during the complaints process can turn a negative experience into a chance to rebuild trust. Remember, most residents will stick around, so sustainable communication is key.
So, landlords, focus on the four Ts: be timely, transparent, tailored, and use the right tone. It’s time to polish those communication skills, build trust, and create a positive environment for all residents. Let’s get communicating!
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