Transforming Homes and Communities: The Believe Housing Approach

One of the standout philosophies at Believe Housing is the "no regrets" policy. This means committing to improvements that won’t need to be undone later. Ruth  illustrated this with an example: "We install solar panels whenever we replace a roof. This approach saves money and reduces the number of times we need to enter homes. It’s about making the right decisions now for long-term benefits."

Effective communication and resident engagement are key. Traditional letters often go unopened, especially among vulnerable residents. To combat this, Believe Housing sends postcards with simple, positive messages like "Good news, we're coming to make your home warmer and save you money." These postcards, followed by branded letters, have significantly increased engagement and reduced refusal rates from 27% to 11%. "Our goal is to make residents feel excited about the improvements, not apprehensive," Ruth remarked.

Creating positive experiences for residents is a cornerstone of Believe Housing's strategy. For example, when undertaking kitchen refurbishments, they remove outdated gas pipework and gift residents’ new electric cookers. Ruth noted, "This proactive approach prevents future disruptions and ensures immediate benefits for residents. It saves us money in the long term and avoids repeat visits. Residents appreciate the new appliances, and it enhances their overall satisfaction with the upgrades."

The health and well-being of residents are paramount. Believe Housing's innovative initiatives focus on improving air quality and ventilation, key factors in maintaining healthy homes. In a unique touch, they gift houseplants to residents receiving new bathrooms. "Houseplants improve air quality and reduce humidity. They also bring a touch of joy and well-being to homes," Dent explained.

It's a small gesture that shows we care about every detail of our residents' living conditions.

Biodiversity also plays a significant role in Believe Housing's approach. Simple interventions like installing bird boxes, bat boxes, and hedgehog highways during roofing projects support local wildlife and enhance community well-being. "We include bird and bat boxes with new roofs and solar panels. It’s a small effort that makes a big difference," Ruth shared. This commitment to the environment extends to installing bio cubes with insect and small mammal habitats, creating engaging, nature-friendly environments for residents. "These initiatives not only support wildlife but also foster a sense of community pride and involvement," she added.

Ruth's approach to resident engagement is rooted in personalised communication and proactive problem-solving. "Listening to our customers and understanding their needs is crucial. What does each home need to ensure residents live healthy, well, and happy lives?" she emphasised. This philosophy extends to all aspects of Believe Housing's work, from initial planning to post-completion follow-ups.

For instance, during major works, resident liaison officers visit daily to ensure cleanliness and satisfaction.

We want our residents to be comfortable and happy at the end of each day, even if work is ongoing. Our team is dedicated to making sure everything is back in place and that residents have the facilities they need.

This meticulous attention to detail has yielded impressive results. Believe Housing introduced a QR code system for immediate feedback, allowing them to address any issues promptly. "If a resident rates our service poorly, we are on it immediately. This has boosted our customer satisfaction from 84% to 97% in just 12 months," Ruth revealed.

Believe Housing engages with residents long before work begins, sometimes up to 18 months in advance. This early engagement includes educational efforts about energy efficiency and the benefits of proposed upgrades. "We want to make the language and technology familiar to our residents well before we start any work," Ruth explained. This includes creating engaging content like short videos and working with schools to inform and involve younger residents.

Believe Housing's resident-centred approach and innovative strategies offer a blueprint for other housing providers. By focusing on long-term planning, effective communication, and personalised experiences, they have successfully transformed homes and communities. Their commitment to health, well-being, and biodiversity further underscores their holistic approach to housing. "It's about making every interaction count and ensuring that every improvement, no matter how small, contributes to a better quality of life for our residents," Ruth concluded.