When a resident doesn’t answer the door, is it a refusal of access or is there something we’re missing?

In this Social Housing Round Table session, Matt Goodwin-Baird was joined by Melisa White, Founder of KindStay, to challenge how social housing providers approach access to residents’ homes and whether legal enforcement is sometimes considered before the underlying problem has been properly understood.

Melisa explored the difference between a resident deliberately refusing access and an appointment that fails because of poor communication, contractor issues, previous experiences or circumstances the landlord may not be aware of. She questioned whether recording all these situations as ‘no access’ gives providers the information they need to make better decisions.

The conversation also examined the importance of trust, accountability and treating residents with the same consideration we would expect in our own homes. From missed contractor appointments and inflexible scheduling to communication preferences, neurodiversity and the need for more joined-up working, the discussion highlighted how everyday processes can influence whether residents feel able or willing to engage.

Contributions from residents and housing professionals brought further perspectives, including the role of tenant groups in shaping access policies, contractor accountability, tailored appointments and the potential consequences of escalating to legal action.

The session didn’t dismiss the need for enforcement where safety obligations require it. Instead, it asked a more fundamental question: before taking legal action, can we confidently say we’ve understood why access hasn’t been possible and explored every reasonable alternative?

A practical and engaging conversation for anyone involved in housing management, repairs, asset management, compliance, resident engagement or customer experience.

Big thank you to Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.