Reconstructing the foundation: the evolving function of housing cooperatives
In the face of rising costs in the private rental sector and a shortage of affordable homes, social housing provider United Welsh is taking action. The organization is involved in a Permitted Development Rights Consultation, a bid to help solve the housing crisis.
The cost of properties is rising faster than wages, making it difficult for many people to afford their own homes. This financial strain is not just affecting the housing market, but also contributing to a growing mental health crisis. According to the Government's 2021/2022 annual 'households below average income' report, one in five people in the UK are living in poverty.
Depression rates among people who are renting have increased to 27%, according to the Commons Library Research Briefing on mental health statistics in England. This has led to an increase in the number of distressed calls to customer services teams from individuals who are very distressed and sometimes suicidal. United Welsh has implemented measures to ensure staff mental health, including debriefs, mandatory breaks, touch bases, and a well-being service officer.
On average, three to four calls per month require a customer advisor to talk down a customer before alerting the emergency services. United Welsh has also introduced measures to help protect and support their staff when dealing with difficult calls.
To better respond to customer enquiries and reduce call volume, United Welsh has implemented a social media management platform, Orlo. This allows customers to message United Welsh outside of work hours or 'on the go'. The organization has also launched an empty homes event to aid industry experts in addressing the shortage of affordable homes.
In addressing the mental health crisis, United Welsh is learning how to help fill gaps left by other public services. The organization's customer services team plays a significant role in helping people with housing enquiries and coping with current pressures. United Welsh is using the right procedures and technology to support customers' lives better and the well-being of their team.
Meanwhile, in Germany, the situation is different. There is no direct police equivalent exactly like the British authority that can provide comprehensive criteria and thresholds for emergency investigations involving affected tenants. However, local police authorities collaborate closely with fire departments and municipal disaster control offices (Katastrophenschutz) to conduct thorough investigations and support in emergencies involving residents in multi-family houses. Specialized units like the police's public order offices (Ordnungsamt) and disaster response teams at state or municipal level may provide frameworks similar to the British system in terms of criteria and action thresholds.
As the cost-of-living crisis continues to impact the social housing sector, United Welsh's proactive approach is a beacon of hope. The organization's commitment to supporting both its customers and staff is commendable and serves as an example for other social housing providers.
