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University staff publish report into the business benefits of Involving residents in a housing association

23 March 2015

Communities Minister Stephen Williams MP, launched a report produced by a research team from the Centre for Urban Infrastructures in the Faculty of Architecture & the Built Environment.

Communities Minister Stephen Williams MP launched a DCLG-funded report on resident engagement in housing at the Houses of Parliament to a large audience of housing professionals and residents, 19 March. 

The report, Success, satisfaction and scrutiny: The business benefits of involving residents, was prepared by a research team from the Centre for Urban Infrastructures in the Faculty of Architecture & the Built Environment.

Dr Tony Manzi worked with Ian Simpson and Professor Nick Bailey over three months to carry out a detailed investigation of how one major housing association, AmicusHorizon, is successfully integrating resident engagement in three aspects of its work: procurement, complaints and organisational alignment and the executive summary is available via their website with a full, detailed report and more practice-orientated toolkit will be published in the next month. It is hoped that the best practice identified in the report will be adopted by other housing providers.

Paul Hackett, Chief Executive of AmicusHorizon said: ‘Success, Satisfaction and Scrutiny represents a fantastic opportunity to showcase what we know about involving residents in our business: the more we do it, the more we raise customer satisfaction and drive down costs. We’re delighted DCLG is giving this crucial agenda its attention.’

Dr Tony Manzi said: ‘We were very pleased to undertake a study which demonstrated the benefits that resident involvement can bring to the housing sector. The experience of AmicusHorizon clearly shows how involving residents in decision-making has facilitated a cultural change that has resulted in radically improved performance, provided significant value for money and contributed to impressive levels of customer satisfaction’. 

For information please contact Dr. Tony Manzi on 020 7911 5000 ext.66551


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