Equality diversity and inclusion (EDI): A social housing customer engagement perspective

When you look at EDI in a social housing customer context it shows that we are all unique with diverse or differing needs. By employing an EDI approach to the provision of social housing services, it becomes evident that a ‘one size fit all approach,’ is ‘not fit for purpose’ - it overlooks the fact that customers have unique needs and are from differing backgrounds. 

Equality 

The Equality Act 2010 imposes a duty on service providers to ensure that no customers are subjected to unfair or discriminatory treatment based on the following protected characteristics:

1. Age – provision of housing services to customers of different age groups.
2. Disability – provision of housing services to customers with physical or mental impairment that has a substantial and long-term effect on meeting their housing needs. 
3. Gender reassignment – provision of housing services to customers who have gone through or are proposing gender reassignment.
4. Marriage and civil partnership – provision of housing services to customers married or in a civil partnership.
5. Pregnancy and maternity – provision of housing services to customers pregnant or expecting. 
6. Sexual orientation - provision of housing services to customers of same sex or opposite sexes.
7. Sex – provision of housing services to men or women.
8. Religion – provision of housing services to customers of no religion, any religion or philosophical belief.
9. Race – provision of housing services to customers of differing race, colour, ethnicity, nationality, or national origin. 

Equality Impact Assessments within housing are a good example of making sure reasonable adjustments are considered in preventing unfair treatment or discrimination that are based on the above protected characteristics. A question then arises does equality based on the Equality Act 2010’s protected characteristics ensure the provision of housing services in a manner that is fair, just, or equitable? In most cases this is not the case, since customers still have differing needs from within the protected characteristics. This is because equality insists on treating people with same characteristics the same in a ‘one size fit all’ approach. 

Diversity

Diversity acknowledges the differences in customers when it comes to the provision of housing services. It goes beyond protected characteristics by looking into detailed perspectives and experiences that makes people or customers unique. A good example in this case is that of disability as based on mental impairment, as a protected characteristic under the Equality Act 2010. Diversity on mental impairment, is neurodiversity, it recognises natural variation in human beings with conditions like autism, dyslexia, ADHD and Tourette’s that requires a more tailored in the provision of housing services needs. Diversity therefore goes further into detail by recognising the individuality of customer needs, it asks ‘what’ is unique on a particular customers. So how do organisations meet individuals’ unique needs or diversity? Inclusion is therefore an appropriate vehicle for achieving diversity.

Inclusion

Inclusion acknowledges the uniqueness and diversity, it seeks to ensure that every customer is valued, has a sense of belonging, is heard and an opportunity to be recognised. In housing services this is where customer voice and engagement come into play by including customers for better outcomes in service provision, meeting their needs, as well as legal and regulatory requirements. Inclusion is therefore putting customers at the centre of housing services provision.

In conclusion, EDI in housing services provision recognises that customers are different and not treated unfairly or in any discriminatory manner that is protected under the Equality Act 2010 provisions. By including customers, we recognise that people have unique and diverse needs. With EDI, customers are involved as to how their needs can be met. EDI is beneficial to both the organisation and its customers, it is ethical, it reduces business costs associated with complaints and litigation, it helps in achieving legal and regulatory compliance; and positively impacts on customer satisfaction and business reputation. Lastly, a culture that fails to recognise the importance of EDI is more likely to fail on its customer involvement obligations.