Chartered Institute of Housing: Spin. Silence. Repeat.
When I was first slapped with a so-called contact management plan—what it really was, was a communication ban—I was shocked. GreenSquareAccord stopped me from emailing staff, blocked me from sharing updates with leadership, and told me that copying in multiple people “muddied the waters.” It was the beginning of an institutional gag order.
And it came from a housing association that prides itself on “listening to the voice of the tenant.” Apparently, that only applies if your voice says things they want to hear.
At first, I thought it was just GSA’s internal tactic. But I soon realised it was part of something much bigger. What started as one housing association’s censorship revealed a culture that runs deeper—into the very institutions that claim to regulate and reform the sector. I’m talking about the Chartered Institute of Housing (CIH).
What Do I Mean by the Echo Chamber?
I didn’t coin the phrase echo chamber — but the moment I heard it, something clicked. It put words to something I’ve been feeling for years in the housing sector. It’s not just that residents are being ignored; it’s that a closed loop of professionals are talking to each other, validating each other, and shaping public narratives without ever meaningfully engaging with the people actually living through the housing crisis.
That’s what I mean by the echo chamber. And it’s a serious imbalance.
The Stigma with Stop Social Housing Stigma
There’s been a wave of publicity recently around the Stop Social Housing Stigma campaign — a movement said to have been born in the aftermath of Grenfell. And yes, it’s on record: residents were dismissed, labelled as troublemakers, and ignored when they raised concerns that, in hindsight, were deadly serious.
There absolutely is a stigma attached to social housing, and it does need tackling. But if we’re going to address it, we need to do it properly — not through feel-good optics.
Struggling to Hear, Try Listening.
As someone deeply embedded in the housing sector, both as a tenant advocate and through my personal experiences, I've repeatedly seen and heard the same troubling issue; tenants frequently report serious concerns, only to receive silence or inadequate responses from their housing providers. The Housing Ombudsman has highlighted poor communication as a primary concern for residents, and unfortunately, my own experience mirrors this trend.
Who’s That Trip-Trapping Across My Bridge?
In recent weeks, I’ve been accused—not once, but twice—of trolling. And funnily enough, by the same group of people. But let’s get one thing straight: having a difference of opinion does not mean you’re being trolled. Unfortunately, in the housing sector, there’s a pattern of playing the victim while simultaneously blaming others—a topic I’ve covered extensively on the GreenSquareAccord residents' support website.
Disagreements are valuable. They drive change, improve services, and challenge the status quo. We’re told that debate and discussion should be welcomed. But the moment you challenge certain narratives or question the way things are done, the response is often, I’m being trolled!—which simply isn’t true. And in recent weeks and months, that accusation has been thrown around unfairly. So, let’s talk about it.
UK Government's Social Housing Reforms: What You Need to Know
In August 2018, the Ministry of Housing, Communities and Local Government published a green paper titled "A new deal for social housing," outlining five principles to create a new, fairer deal for social housing residents. The government's response to the call for evidence highlighted concerns about safety and quality, poor handling of complaints, and tenants feeling unheard. The government published a social housing white paper on 17 November 2020, which set out measures to reinforce the regulator's objectives, empower residents, and encourage investment in neighbourhoods. Although the white paper was generally well received, stakeholders expressed concerns over the pace of the proposed reforms, tenants' representation, and resource implications for social housing providers.
Risk of Merging
In recent years, we have seen a trend of UK housing associations merging to form larger providers. While the aim of these mergers is often to improve efficiency, increase resources, and deliver better services to tenants, there are also significant pitfalls to consider.