After taking part in the pilot of Bromford's Home Rewards Club – a tenant cashback scheme, where we give money back to customers who have the ability and desire to do more of their own housing management and maintenance – one of our customers told me it was "like having £10 a week off the rent". This comment got me thinking.
Back in 1999, the New Radicals sang that "you get what you give". This is true of most of the customer relationships we all enter into, but is it true of the relationship between social housing providers and our customers? We do give social housing tenants some choice – but do we offer enough?
At the very start of our relationship with a tenant we often deny them the most basic of choices: to decide which of our services they want or need, and what that will mean for the amount that they are charged in rent.
No comments:
Post a Comment