Personalisation and housing in an age of austerity

The author debates the concept of personalisation ‐ choice and control to those who receive services ‐ for housing providers in the current economic and political climate in the UK. It is suggested that a wholesale shift towards the culture of personalisation will be necessary for providers, but will also present challenges and additional demands on both providers and commissioners of services. The article offers two particular principles that the provider Hanover is using to guide its approach to changing its relationship with residents and to give them the power to exercise control.