The Traditional, Consumerist and the Citizenship Approaches in House Management in the UK - Term Paper Example

Report on Strategy With in the Workplace Table of Contents Introduction 2 Resident Involvement Strategies 3 The Drivers 5 Key issues 6 The Traditional, Consumerist and the Citizenship Approaches 7 Future Roads 7 Conclusions 8 References 9 Introduction It has been rightly observed by the leaders of the business fraternity that the only constant thing in the present world of today is the word ‘change’ itself. The massive developments in the field of information technology and the communication process have changed the terms of trade by great extent. The consumers are informed now like never before. The globalization has done wonders to the commercial world and the boom in internet has increased the reach of the customers. The desired and the aspired products and services are just within the few clicks of the computer mouse. The present era has high regards for the customization of the product and services. Customers are considered the undoubted king of the market and every possible measure are taken to satisfy the needs of the customers. Be it private or the public, both the types of the companies view customer satisfaction as one of the prime objectives. As the customers are the real market makers, the organizations are taking every possible measure to satisfy them in order to increase their market reach. For the purpose, many of the organizations are also involving the consumers and the customers in the decision making process and the customer involvement strategies along with the resident involvement strategies have been the happening things of the present time. Resident Involvement Strategies As discussed earlier, customer involvement strategy for the businesses and the resident involvement strategies for the housing associations are few of the most important things. As Octavia Housing maintains, the prime aim of the resident involvement strategy should be to develop uncomplicated processes that enable the involvement of the residents in the design and the delivery of the services across the organization. The housing association has identified certain key components that according to them are important for the purpose of designing a successful resident involvement strategy. They are as follows: Improving the accountability of the association to the residents To come up with a clear and succinct structure that enables the staff and the resident for the purpose of involvement To provide greater opportunities, both at the decision making as well as the strategic level, to ensure greater resident involvement To let the residents know about the various options, methods and support available for the involvement of the residents Continuous improvement and up – gradation 1 Another major housing association of the United Kingdom, Sarsen Housing Association, has also taken every possible measure to define the resident involvement strategy. In case of Sarsen, it was the residents and the staffs of the association that worked hard to develop the ideal resident involvement strategy. The group admits that it did certain extent of detective work to be aware of the resident strategies that are prevailing in some of the other resident associations. In order to develop the strategies, Sarsen Housing also took advices from some of the organizations that are involved with setting of the standards for the housing association like that of Housing Corporations, National Housing Federation and that of the Audit Commission. According to the Sarsen Housing Association, the resident involvement strategy should involve the following: To listen to the feedbacks of the residents and used those optimally to make improvements An incentive scheme might be introduced to encourage more of the residents to get involved Involvement of people should be from all of the groups, for example, young people, ethnic groups, rural populations, minorities and other section those are less likely to get involved Different ways should be inculcated to involve more of the population, e.g. holding meetings and events at different venues at different times The residents should be kept updated with the ways of getting them involved The regular information should be provided to the residents as how their involvement can help the housing association. It would make them interested to get involved in the decision making bodies 2 Good examples from the Audit Commission regarding the resident involvement strategy include that of the cases of Hammersmith and Fulham Homes. According to the governing body, both the housing estates provide fair services. The housing estates received the one-star rating out of the three-star rating which implies the performance to be ‘fair’. The rating has been because of the organization’s effort to provide with best of the customer care solutions and the delivery of the repairs. Mr. Hugh Boatswain, the lead housing inspector of Audit Commission was heard saying, “Hammersmith & Fulham Homes has undergone major organizational changes over the past two years and although this has resulted in a stronger focus on service delivery, it has also had an impact on the pace of improvement”. 3 The Drivers The drivers are the key factors that are essential for the purpose of the growth of the resident involvement strategy. Such drivers would include both internal as well as external factor. Internal drivers would include the equality among the residents, onus to improve the services which is essentially a continuous process. The understanding of the needs and aspirations of the various residents would be very beneficial for creating a ‘level playing field’ which would in turn help in the resident involvement strategy. Resource and training are the other important internal drivers. The external drivers of the resident involvement strategy are those factors that are not directly related but still acts as the force for such strategies. The certain regulations that have developed in the recent years act as the prime external driver. The modern concept of thinking the customer as the partner also has augmented the resident strategy. The formulation of bodies like Cave Review or Tenant Services Authority also helped the purpose. The general consideration to Key issues The key issues to which the resident involvement strategy plans to address can be summed as follows: Improvement of the Service – The prime objective of such strategies is always to improve the level of services that is being offered. The involvement of the residents would enhance greater monitor, review and evaluation by the residents. The feedbacks of the residents are worked upon and the service quality is definitely improved. Accountability – Resident involvement strategy ensures that the issues raised by the residents are heard and the decisions are made on the basis of the influence of such involvement. Strong Communities – The involvement strategies also aim to create a thriving community for the dwellers and it helps to manage the neighborhood successfully. The resident involvement strategy addresses the issue of neighborhood developments too. The Traditional, Consumerist and the Citizenship Approaches There exist three predominantly different theories on the topic of house management or the tenant management namely the traditional approach, the consumerist approach and the citizenship approach. The traditional approach comprises of such ideas by the house manager or the owner that tenants are such persons, who have no house and so have taken the house on rent. According to the consumerist approach, which is believed to be promoted by the conservative party of the United Kingdom, the tenants are viewed as the customers as they pay monthly rent to the owners. As per this approach, the emphasis is laid in the fact that tenants are paying rents and so they are entitled to the best of the services. The land lord or the owner is bound to provide the essential services so that the tenants remain satisfied. The citizenship approach is clubbed together with that of the labour party. This approach focuses on having good relationships in between the land lord and the tenant. But it does not mean that the parties are uncritical about each other. Still, over all good relationship is maintained in between the tenant and the landlord. Future Roads There is absolutely no doubt that the present time belong to the consumers. They are the market makers and so the consumerist approach is the theory of the hour. Therefore, to have increased market share and sustainable growth, the customers should be made party to the formulation of the decisions. The customers (or the residents in the case of the housing estates) should be kept involved. For the purpose frequent meetings can be held. Various informal gathering can be organized with the residents. The proposals that the residents put forward, should be duly executed. There can be certain incentives for involvement which can bring in several new residents to the show. There should be increasing awareness among the residents that if they get involve, the standards of the services will definitely get enhanced, which can motivate them to join. Conclusions The need and the call of the hour should be understood and the involvement of the residents should be encouraged from all concerned quarters. Appropriate measures should be initiated so that there is increased resident involvement. Even the residents should come forward as their involvement would enhance the level of service. References Audit Commission, No Date. Hammersmith and Fulham Homes provides 'fair' services. Protecting the Public Purse. [Online] Available at: http://www.audit-commission.gov.uk/pressoffice/pressreleases/Pages/hammersmithandfulhamhomesprovidesfairservices.aspx [Accessed 06 January, 2010]. Cairncross, L., Clapham, D. & Goodlad, R. Housing Management, Consumers, and Citizens. Taylor & Francis, 1997. H & F Homes, 2009. Resident Involvement Strategy 2009-2012. H&F Homes resident involvement objectives. . [Online] Available at: http://www.hfhomes.org.uk/Images/RI%20Strategy.Final%20V.4June09_tcm21-123399.pdf [Accessed 06 January, 2010]. Octavia Housing, No Date. Resident Involvement Strategy. Home. [Online] Available at: http://www.octaviahousing.org.uk/resident-information/ways-to-get-involved/resident-involvement-strategy [Accessed 06 January, 2010]. Sarsen Housing Association, No Date. Resident involvement strategy. Welcome to Resident Involvment. [Online] Available at: http://www.sarsen.co.uk/get-involved/welcome-to-resident-involvement/resident-involvement-strategy/ [Accessed 06 January, 2010]. Read More