GreenSquareAccord, their Messiah Complex, and the Missionary Position

GreenSquareAccord have a Messiah Complex.

A "messiah complex” is a term used to describe people who believe that they are (or are set to be) a saviour.  They believe that they are responsible and destined to help others.  The term is not a clinical term or a diagnosable disorder, and it seldom refers to organisations, yet within the Housing Sector in general there is an abundance of evidence to support this notion.

The problem with the messiah complex is that it forces their residents to assume the Missionary Position.

Evidence of the messiah complex

Let’s not underestimate that when used correctly this trait can be hugely beneficial to those who need saving.  Even Christ’s detractors would struggle to argue that his teachings have not shaped our modern world.  At the very least, our notion of time and the formation of our calendar is linked to his life.

However in relation to GreenSquareAccord and their practices, this trait is closer aligned to a grandiose self-image, one that is linked to their own core belief and how they wish to be perceived by others.

To support this self belief GreenSquareAccord have pushed hard on the image that they are experts within the sector. Who can forget the Shipping Container Debacle, the Pink Washing Incident, or the empty promise to support our Armed Service’s after failing them so terribly.

This public relations drive and self-congratulatory approach has been widely adopted since the recruitment of Steve Hayes as Director of Corporate Affairs and Communications.  Steve has since gone on to bring other colleagues from Citizen to form this new team whose main function is to let everyone know how great GreenSquareAccord are. All at a bargain cost to residents of circa £200k pa.  Steve is very adept at offering advice to others and boasting about successes that might not be his.  But I digress.

This ‘experts in the field’ theme is created in part to show just how much GreenSquareAccord do for others.  After all they build much needed homes, support people in finding accommodation, and in turn create thriving communities. As leaders they deserve our respect and loyalty. They may even argue that they are beyond reproach.

With this mindset however the only position left for their residents to assume is…

The Missionary Position

When being saved we must be grateful.  Again thanks in no small part to religion, as a society we are expected to fall into line, to respect our elders, our employers, etc.  Whilst I have no problem with respect and politeness (I was brought up to behave in such a manner) however the problems arise when this authoritarian position is exploited.   

Whilst in the past, residents (whom I’m not convinced have always needed saving) might have been less tech savvy and unable to reach a wide audience via social media, they may have even been considered less educated. I also suspect (as I know it to be true today) they didn’t have the time and possibly the inclination - due to this there wasn’t such a vocal backlash when our saviours failed us.

As a resident I’m part of a Shared Ownership scheme, as are many of my neighbours.  This scheme allows buyers to purchase a share of a property; we pay a mortgage on the share we own, and a below-market-value rent on the remainder.  This government led initiative has enabled many of us to grab a foothold on the property ladder.  It has also enabled many Housing Associations such as GreenSquareAccord to build and manage new housing stock.

With this scheme the make-up of the residents has changed.  However many of the seasoned housing association staff have not.

I (like many others) pay a service charge to GreenSquareAccord and as such expect a return on my investment.  I pay GreenSquareAccord to manage this building, this includes; ground maintenance, security, fire alarms, upkeep, cleaning services, etc. As a customer I expect GreenSquareAccord to provide me with the service that I pay for.  When I do not receive this service and I see the value of the building reducing due to poor upkeep, I am less likely to want to assume the position of grateful tenant.

The evidence to support this claim

The prevailing attitude is that we must still be grateful rather than expecting too much.

Timeframes are seldom honoured, complaints are seldom handled fully and treated in an uncooperative manner, service is woefully lacking.

For an example of the utter contempt in which those who expect us to assume this position have, the evidence is in the manner in which they communicate to us.  In a recent GreenSquareAccord chaired meeting the level of distain was on full display.

This meeting had an agreed agenda issued by GreenSquareAccord.  If you were to attend a meeting with a client, would you not first ensure that you were able to cover the items that you had placed upon your agenda?  If your client spoke of their dissatisfaction of the service you were providing, would you endeavour to seek resolution and offer reasons, or would you tell your client that you disagreed with them, would you tell them ‘that’s just your opinion’?  If your client raised issues where you had fallen below your level of contractual agreement would you demonstrate the documented learnings you had taken, or would you tell them that you were ‘doing your best’?  If you were unable to answer your clients questions would you provide a timeframe for your response and ensure you responded as agreed, or would you say ‘we are not going to BS you, we don’t know the answers but we will try and comeback to you when we do’? This is how GreenSquareAccord respond to their residents.

This toxic relationship needs to change.  Perhaps Steve and his team can reshape the way GreenSquareAccord communicates with its residents, but can he change the out-dated culture and mindset that festers within?

If GreenSquareAccord want us to resume the missionary position, we are going to need a whole lot of lovin’ and kissin’ first!