How relationships between landlord and tenant are changing

1. How relationships between landlord and tenant are changing Karen Ayling Managing Director Westward Templar House I Newton Abbot I Devoninfo@westwardhousing.org.uk I www.westwardhousing.org.uk

2. Two key drivers • Welfare Reform • Change from grant to revenue funded models for development …….alongside a depressed economy and inherent austerity

3. 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

4. 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

5. 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

6. Future relationships with customers • Landlord and tenant • Different profiles required • Customer segmentation will matter • Let and forget…..intensive support

7. 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

8. Support • Education and training to help people into work • Build confidence • Green technologies

9. Any questions?