Templar House I Newton Abbot I Devon info@westwardhousing.org.uk 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?