Templar House I Newton Abbot I Devon [email protected] I www.westwardhousing.org.uk
How relationships between landlord and tenant are changing
Karen AylingManaging Director
Westward
Two key drivers
• Welfare Reform• Change from grant to revenue
funded models for development
…….alongside a depressed economy and inherent austerity
Welfare Reform• Who are our customers – have we
profiled the right things?• Landlords will be disconnected from
benefit administration• For a generation tenants have been
alienated from a rent payment culture• Paternalism to consumerist• A more transactional relationship may
prevail
Move from grant to revenue funded models
• From patch to portfolio• Estate management is property and
grounds• Address poor performing assets• Disposals to support new build• Affordable rents and conversions• Leaner services….but for whom
Technology is changing the world
• Away from a cash economy towards banking products
• From cash weekly to electronic monthly
• Many customers under banked• Social media is increasing…..for us
all
Future relationships with customers
• Landlord and tenant• Different profiles required• Customer segmentation will matter• Let and forget…..intensive support
Greater efficiency = more to spend in our communities• Lean our services – more efficient
and targeted“what do you do that’s a complete waste of your time”
• Shared services to bring efficiency• Use social media – messages• Consumerist and Community based
Support
• Education and training to help people into work
• Build confidence• Green technologies
Any questions?
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