Spotlight report on attitudes, respect, and rights
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in January 2024
On this page
Report summary
The cost-of-living crisis, increase in mental health difficulties, and housing shortages have changed the landscape for landlords. It is now an increasingly challenging and complex environment to navigate.
Landlords must create human‑centred policies and adapt services to meet the needs of every resident. They must also take active steps to ensure they do not exclude vulnerable residents.
For many landlords, current approaches are inadequate to respond effectively to the needs of the population it serves.
Central to this report is what it means to be vulnerable in social housing today. But most importantly, how landlords can respond effectively and how to do so without stigma or marginalisation.
Key themes in this report
This report focuses on people and processes, looking at:
- vulnerabilities
- reasonable adjustments
- discrimination
- contact restrictions
- contractors
- investigation allegations
- service charges
- complaints handling
The featured case studies in this report have been selected to illustrate the range of findings and outcomes and how lessons can be drawn from those to share more widely.
The full Spotlight report
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
View and download the report (PDF)
View the large font version of the report (PDF)
Listen to the audio of this report
If there is another format you'd like this report in, contact us and we can make the necessary arrangements.
Further learning on attitudes, respect, and rights
Attitudes, respect, and rights key topics page
Poor communication often causes housing complaints and damages trust.
This page offers clear guidance, insight and training for residents and landlords. Use these resources to deepen understanding, improve communication and resolve issues sooner.
Attitudes, respect, and rights training on the Learning Hub
Our training gives you the insight and practical tools to understand how attitudes, respect, and rights shape service quality and complaint outcomes.
You’ll learn how values, behaviours, and organisational processes influence residents’ experiences and how to embed respectful, rights‑based practice across your organisation.
You’ll learn about:
- the main findings from the attitudes, respect, and rights report
- see how behaviour and communication affect services and complaints
- use clear, practical steps to put respect and rights into everyday work
- real cases to make services fair and consistent
- how to build your skills