Housing Management and Tenant Satisfaction

This assignment delves into the crucial aspects of housing management, emphasizing the importance of effective management by landlords for tenant satisfaction. It examines the rights and responsibilities of both landlords and tenants, highlighting the need for clear communication and problem-solving strategies to ensure a harmonious living environment. The document also explores the impact of poor housing management on tenant well-being and proposes solutions to mitigate these challenges.

HOUSING

Table of Contents
INTRODUCTION ..........................................................................................................................1
ISSUE 1 Residents says that repair are poor in quality and information do not get pass
properly.......................................................................................................................................1
ISSUE 2 Dissatisfied with anti social behaviour........................................................................3
ISSUE 3 Help for those tenants who are not able to pay their rents on time .............................4
SMART plan...............................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In this modern world the prices of houses are become high and high as with passing each
and every day. Many people do not have houses and this lead to live them at footpath of near to
roads (Gilmer and et. al ., 2010). Hence housing is concern as a major issue as per the new
approaches. Some people pay rent and become tenants and live a happy life over on some places.
But most of the times it get identified that many landlords promote cheating and inappropriate
services to their tenants and do not solve out their problems as well. For this concern this
investigation is held out which is presented by policy officer of Goldacre Housing Association.
Issues which faced by rent payers are described and what type of good practices are associated
with them are also leads to explain. The main reason behind this investigation is to provide this
report to management so that they can take some strict actions against all these dissatisfaction.
ISSUE 1 Residents says that repair are poor in quality and information do not get pass properly
Firstly management of Goldacre Housing Association should have to improve their
services and provide satisfactory services to all residents (Lewis, Packard and Lewis, 2011). In
this concern, initially they have to come across all complaints by their tenants and communicate
them. There are majorly three main types of repairs which a company should have to be taken
into account. With proper assistance of these three methods an organisation can make their
services effective and repair work get done in a proper manner. Three major repairs in context of
housing are as follow:
1. Capital work
2. Cyclical work
3. Responsive work
Hence, it is a moral duty of landlord to describe all their policies and regulations which are
related to either one of these repair to all tenants in proper manner. This description support these
residents to complaint that what type of repair is that which a landlord should have to fix. This
help them in fixing repair by landlord on time by according to nature of problem. The major
positive impact by providing proper knowledge to tenants is to not waste time and money of
landlord and renter. This provide a smoothness in working.
One of a major reason behind inappropriate flow of information is lack of focus on
residents. Contractor do not lead to show any sort of concern of complaints which provided by
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bearer. Along with that rental are also not able to give adequate information about repair due to
lack of knowledge. Thus it enables contractor to take any action against these things. Another
major reason behind this thing is increment of intermediate. They do not pass proper information
to landlord and thus it take lots of time in taking effective decisions.
According to Charted Institute of Housing, the major duty which a landlord should have
to identify the needs of tenants, examine their issues and show some concern towards that (Shin
and et. al., 2011). If they lead to failed in do so then this treated as one of a major harm in
declining prices of houses.
One of a major issue which is taking place at Goldacre Housing is that their tenants are
not getting satisfied with repair facility and their frustration also tends to rise due to lack of
communication chain.
Moreover a contractor also have to make a weekly or monthly visit to all rentals at the
time when they are available at their homes. So that they can make a proper report about their
issues and they can take effective steps to solve them out in less and less time. This leads to
satisfied them more. Cited company have to learn some more things from other organisations. If
they failed in do such good practices, then it tends to face them heavy loss due to dissatisfaction.
Some of the best example of these organisations are:
1. Livin housing society is consider as one of a best example of good practices in favour of
tenants. They provide quality services and traditionally they focus more and more on
repair facilities which provided by them (Tsemberis, 2010). They handled all problems
within 24 hours form complaint file and for major issues management took one complete
day to solve that out. Their rental satisfaction is must for them. Their contractor make a
healthy relation with their clients and prepare a report on monthly basis by providing
them one year replacement warranty.
2. Twinkle star housing corporations, they used to fix all problems of their tenants in couple
of hours which is necessary to maintain a proper satisfaction level for their residents.
Also landlord provide them extended hours of appointment in which they can easily met
with him on weekends, early morning etc. These several number of things shows that
decision makers are highly concerned about tenants and their satisfaction.
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ISSUE 2 Dissatisfied with anti social behaviour
Anti social behaviour is not acceptable at any place. This leads to increase the chances of
discrimination between in societies. Although an individual have to get aware about this concept
so that he/she get refused to take any sort of involvement in these kind of activities which are not
acceptable at all to society and in terms of government also. There are various rules and norms
which formulate by government and legal authorities through which this type of behaviour get
neglected. In housing there are many laws in which one of an important regulation is “ Crime
and Disorder Act, 1998. Under this legislation if any person get found in any kind of anti social
behaviour activity then strict actions should get take against such person.
For this study, a landlord should have to formulate such policies and command and
convey it to their tenants that if they found in any kind of this purpose they lead to bear heavy
loss. Also contractor have to look over on their each and every neighbours so that chances of
these acts get neglected (Walker and et. al ., 2011).
This element is very stressful for any person which leads to end up their live at early age.
In relation to Goldacre Housing, tenants found a anti social behaviour from their contractor and
landlords. In housing society sometimes it get measure that behaviour of concern people is not
appropriate and proper. This leads to affect their lifestyle as well as residencies of living also.
Hence, management have to take effective decision through which these conflicts get
sorted out and anti social behaviour get neglected. Some of a best example by considering other
agencies who used to refused anti social behaviour are as follow:
1. Richmond housing partnership is one of a scheme who provide high voucher to all young
person in their locality. They ask them to clean up their estate every Saturday and and
clean it up to promote healthy environment. The main purpose of this method is to
provide a ASB society where all people can live healthy life. Young people who used to
do such type of work in a proper manner and as a reward they offered them a job at
Richmond housing partnership.
2. Market youth young programme was launched in 2013 in which they include mostly
people who are aged between 8- 25. One of a major aim of this project is to reduce the
chances of criminal offense and other activities through which society interest get
affected. Along with this they also offer some different number of curriculum through
which they maintain a healthy and friendly environment.
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ISSUE 3 Help for those tenants who are not able to pay their rents on time
According to a survey of Audit Commission, 2002, it is clearly identified that arrears in
paying rent by tenants are increasing day after day. This create so much problem to tenants and
their landlords also. This factor leads to harm the relation between rentals and their contractor.
There are various number of reasons which signifies that why an individual is not able to pay
rent. There are certain number of situations which are related with failure in rent payment by
tenants which are as follow:
1. Residents who can not pay rent
2. Residents who will not pay rent
3. Those residences who find it difficult/impossible to prioritise rent.
Apart from all these there are several more conditions which are consider under failure in
rent. In this sometimes a tenant is not able to reach to landlord. Hence this should be consider as
the failure of payment. On these situations, a contractor can reach to them and make payment
process complete. Another major issue is related with health, and this should be consider as
another issue in failure of rent. With the help of proper communication process with contractor
and landlord, these arrears get reduced (Yau, 2010).
Sometimes some landlords take strict actions against all these tenants so before taking
any crucial decision a landlord have to check all past payments of that particular person. Hence
this leads to provide them a little concession to them. Also while conducting a healthy relations
with them, landowner leads to work in welfare of these people.
Certain number of examples which are related with these issues are as below:
1. Air valley housing society adopt a feature through which they minimise the chances of
rent failure. They provide quality services to their tenants through which their satisfaction
level also at high. On the other hand services of repair are not proper which provided by
Goldacre Housing association. Hence this is consider as one of an essential thing behind
failure in payment of rent.
2. PRG housing society signed a contract under which rental have to pay their rent on time.
If they failed in do so then it leads to provide them a security and then working in favour
of them. Like provide them extra time for payment, or conduct a programme under which
they make a counselling to know about actual reason behind this non payment.
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SMART plan
A perfect plan is necessary for carrying out each and every activity. There are several
number of issues which are facing by tenants at the time of operation by their management and
their landlords. They are providing poor repair quality to their rental through which their
satisfaction level get decline. Hence as a policy officer should have to formulate a report under
which all those issues which are identified which come under SMART objectives. In this relation
there are several number of actions are recommend on the basis of issues on which company
management should have to work. This terminology get understand with the help of a table. All
these things are based on different number of issues which faced by tenants:
Action Target Date Responsible
Repairs
Meet with tenants
and identify their
issues.
This process should
have to get done
within every 5
months or as early
or as per
convenience of
landlords.
The whole
responsibility is
related with
manager because
he is hiring
contractor.
Get tenant opinion
in making services
more and more
appropriate.
Every month they
should have to get
their preferences so
that issues chances
get decline.
This get done with
the help of email or
customer support
service provider.
Anti-social
behaviour
This get done with
help of different
age group people
after finishing all
their work.
Presentations
which get held at
different number of
places.
Local people and
local residents
children who just
want to help to
maintain healthy
environment.
With support of
youth.
This get done
through leaflet etc.
Local authority’s
charities with the
collaboration with
council
Difficult to pay
rent
Provide them
proper guidance
By consulting them
their problems
Goldacre housing
association
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through which they
can share their
problems.
which is a main
reason behind this
non payment.
management is
responsible for
these arrears.
Support them while
held counselling
sessions and meet
with them on daily
basis.
Provide them some
sort of time
concession through
which they can
arrange some
amount for
payment.
Goldacre Housing
Association are
responsible for this
action work.
CONCLUSION
It is concluded from the above report that housing management by landlords is very
compulsory. Along with that an individual should have to get aware about all their rights and
laws which formulate by government. As per the above discussion which is based on housing
management services, it is a moral duty of contractor to solve out all issues which faced by
tenants so that their optimum level of satisfaction get attain.
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REFERENCES
Books and Journals
Gilmer, T.P and et. al ., 2010. Effect of full-service partnerships on homelessness, use and costs
of mental health services, and quality of life among adults with serious mental illness. Archives
of General Psychiatry. 67(6). pp.645-652.
Lewis, J.A., Packard, T.R. and Lewis, M.D., 2011. Management of human service programs.
Cengage Learning.
Shin, T.H and et. al., 2011. A service-oriented integrated information framework for
RFID/WSN-based intelligent construction supply chain management. Automation in
Construction. 20(6). pp.706-715.
Tsemberis, S., 2010. Housing first: The pathways model to end homelessness for people with
mental illness and addiction manual. Hazelden.
Walker, R.M and et. al ., 2011. Market orientation and public service performance: new public
management gone mad? Public Administration Review. 71(5). pp.707-717.
Yau, Y., 2010. Sense of community and homeowner participation in housing management: a
study of Hong Kong. Urbani izziv. (21 (1)). pp.126-135.
Online
Audit Commission. (2009) Tired of Hanging Around Using Sports and Leisure Activities to
Prevent Anti-Social Behaviour by Young People. [Online]. Available at:
<https://bblearn.londonmet.ac.uk/bbcswebdav/pid-1449418-dt-content-rid-3345542_1/courses/
SS6058_2015-16_SEM2/tiredofhangingaround28jan09REP.pdf>. (Accessed on 20th June2017).
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