New research outlines steps to make social landlord home visits less stressful

New research recommends amnesty for home improvements and alternatives to in-person visits to mitigate home inspections' unseen emotional toll on social housing tenants.

Home visits by landlord representatives are common in social housing, with landlords focusing on property conditions, tenancy issues, and behavioural compliance. But tenants experience these visits in deeply personal ways, with emotions ranging from anxiety and mistrust to feelings of invasion and belittlement.

A new report, Home Encounters: Understanding and Improving the Emotional Impact of Home Visits, which provides social landlords with advice on how to make home visits less stressful and upsetting for tenants, has been launched today (26th September) by the University of Birmingham.

Dr Hannah Absalom from the University of Birmingham, who led the research said: “Home is more than just a physical space; it is a sanctuary where people find safety, comfort, and a sense of identity. When this private space is intruded upon by an outsider, even for legitimate reasons, it can trigger a range of emotional responses. Landlords must understand the emotional implications of these visits so that they can make them less stressful experiences for everyone involved.

The research found that feelings experienced by tenants fall into four main categories: anxiety and distrust, invasions of privacy, feelings of judgement and belittlement, and not wanting to accept help for fear of losing independence or showing neediness.

Dr Absalom explained: “Negative historical experiences with landlords and other authority figures, can create distrust among tenants and home visits often bring anxiety, particularly when the purpose of the visit is unclear or when tenants feel they have no control over the situation. The physical invasion of personal spaces within the home, such as bedrooms, can be especially distressing for tenants and discomfiting for visiting staff. In addition to this many tenants report feeling judged by home visitors, particularly when the visit involves assessing the condition of the property. This can be exacerbated when tenants have invested time and money into home improvements, only to be met with criticism, dismissal or punitive sanctions.”

The report is the result of an ESRC funded research project called Feeling at Home. Dr Absalom spent a week with a social landlord, observing home visits and interviewing tenants and home visitors. The project also included involvement from social housing tenants as tenant researchers.

The report suggests steps landlords can take to improve the experience of home visits and mitigate the negative emotional impact. This includes:

Dr Absalom concluded: “By acknowledging the hidden emotional effects of home encounters and taking proactive steps to address them, landlords can improve tenant satisfaction, foster trust, and create a more supportive living environment. Landlords, tenants, and policymakers must work together to redefine the home visit experience. By implementing these recommendations, landlords can transform home encounters from a source of stress into an opportunity for positive engagement and support.”