National Housing Federation Publication

Your place or mine? Resident involvement and property services

For many associations, maintaining and improving homes is a major expenditure and often the greatest influence on how residents rate their association’s performance. A customer-focused approach in service provision is an essential part of property management and will result in increased satisfaction, reduced costs and more effective businesses.

Involving residents at all stages is therefore vital not only to delivering quality repairs and maintenance services, but in providing associations with the understanding of the views and aspirations of residents. This also enables residents to understand possible financial constraints and allows them to set priorities.

This guide is based on discussions with residents, staff involved in providing the service and contractors. It gives examples of successful practice across the social housing sector and would be useful to those managing property services, to board members, and also to residents that are interested in getting involved.

Price £29.95 (members £25.00) + p&p

Further information and online ordering.

Online: www.housing.org.uk E-mail: bookshop@housing.org.uk tel: 020 7067 1066