Embracing Diversity

All landlords know that the quality of their repairs and maintenance operations, above all their services, determines how they are judged by their customers. These customers are an increasingly diverse group – including households headed by women, individuals with disabilities, elderly or young residents, people of different ethnic or faith backgrounds, or households comprising lesbian, gay or bisexual people.

In a value for money driven environment, how do social housing landlords understand, prioritise and meet the needs of their diverse and often fast-changing customer base to provide an excellent and accessible service? How do organisations embed the values of diversity and ensure that the composition of their repairs and maintenance workforce reflects the communities they work for in what is often seen as a traditional industry?

This guide provides examples of how a variety of social housing landlords and repairs and maintenance service providers have successfully risen to these challenges. The case studies that follow detail practical ways of addressing diversity issues and demonstrate that additional funding and dedicated resources are not always necessary to providing opportunities or a sensitive, responsive and accessible service.

To download the guide please click here.