LSE evaluation highlights the value of a local housing approach
A 12 month research project commissioned by social landlord EastendHomes and carried out by the London School of Economics Housing and Communities research group has demonstrated the value of a local housing approach for residents and staff.
The evaluation found:
- 96% of residents felt their neighbourhood was a good place to live;
- 88% of residents felt it was important having locally based staff in local offices;
- EastendHomes' local housing service offers value for money and creates social value
EastendHomes (EEH), a local housing association based in the London Borough of Tower Hamlets, commissioned the independent research to check their local housing service was continuing to achieve their mission: “to provide a local housing service which is efficient, gives value for money, and meets the needs, priorities and aspirations of all residents.”
The evaluation was led by LSE Professor Anne Power and Policy Officer Laura Lane. Their research involved interviewing EEH residents, staff and partners throughout 2021 around five key themes:
- Home
- Neighbourhood
- Community – sense of belonging and involvement
- EastendHomes as a landlord
- Impact of Covid
Because of the constraints of Covid, the qualitative research took place through telephone conversations and later on visits to the neighbourhoods.
Key findings of the research are as follows:
- 90% of residents were generally happy with their home.
- 96% of residents felt their neighbourhood was a good place to live.
- 88% of residents felt it was important having locally based staff in local offices.
- Over two thirds of residents said that they always or regularly bumped into people they knew in the area and would stop and chat.
- The role of caretaking, repairs, other estate based staff and resident engagement were identified as being done well.
- All residents praised EastendHomes' response to maintaining service during Covid
- Over two thirds of residents felt they could trust EastendHomes
- More than half of the residents described themselves as being involved and there is a strong volunteer culture, formally through estate boards and informally through community groups and events.
- It costs no more to deliver EastendHomes' local management service on estates than to run it centrally and there is no loss of satisfaction or efficiency.
- LSE concluded EastendHomes adds significant social value and supports many community activities leading to social, economic and environmental benefits.
Laura Lane from LSE said:
The additional value of the local service was really interesting. What came through really clearly was residents and staff being able to deal with things before they became an issue. Just by virtue of staff being in the area they can identify and deal with issues before they become a bigger problem.
Forhana Begum, an EastendHomes Resident and Board Member said:
Everyone on the estate is like a family. You have a human connection and a human connection with Eastendhomes. It sounds obvious but it’s really good to have a local housing office and connection with a housing officer. It’s very easy to go to the office and have a five minute chat to resolve a problem.
Another key learning was the benefits for staff and partners. EastendHomes has an above average staff retention rate and their colleagues have a clear sense of purpose about their role in achieving neighbourhood management objectives. Partners and contractors are selected because they share a community focussed ethos.
Sheena Monilal, EastendHomes Neighbourhood Manager explained:
Staff love what we do and are a hard working team at every level. Everyone is trying to deliver the best service that we can and we’re always learning so we can put things right.
John Henderson, Managing Director of EastendHomes said:
The findings of LSE’s evaluation is very positive. Next steps for us are to carry on building on our local approach and to focus on residents' three priority areas: resident engagement, facilitating and empowering community, and repairs. I’d like to take this opportunity to thank all our residents, staff and partners who contributed to the research.
A full copy of LSE’s evaluation will be made available on our website. You can also view this infographic [pdf] 2MB, or listen to our podcast episode where EEH colleagues join Laura Lane and Resident Board Member Forhana Begum to discuss their experiences of a local housing approach.