Culture at the core of our recent event in Scotland

By Helen Scurr · 1 October 2026

ARK Consultancy was delighted to co-host a recent Disruptive Innovators Network event at Hanover (Scotland) Housing Association’s offices in Edinburgh. Bringing together housing professionals from across the sector, the day covered a wide range of topics, from customer experience and innovation to leadership and public health. Reflecting on the discussions, the thread running through almost every presentation and discussion was organisational culture in social housing.

For me, the conversations reinforced how important it is that organisations genuinely listen to their customers and treat people with respect. The discussions around Awaab’s Law and the tragic events that led to its introduction were a stark reminder of what can happen when customers’ concerns are not heard or acted upon. They also echoed the powerful challenge posed by my colleague, ARK Executive Director Kieran Colgan, who asked “how in a modern housing sector, tragedies such as the death of Awaab Ishak and the Grenfell fire should still be possible?”. He emphasised the importance of listening and responding, treating people with respect and empathy.

Kieran’s presentation also highlighted the close relationship between housing and health. Good housing improves lives, while poor housing can have serious consequences for people’s wellbeing. It was a timely reminder of the value of early intervention and the importance of addressing problems before they escalate.

Another standout session came from Kelly Brown, former Scotland rugby captain and now Director at Places for People. Drawing on his experience in professional sport, he shared an analogy that has stayed with me since the event.

He spoke about the difference between skill errors and effort errors. Skill errors, he explained, are the responsibility of leaders and coaches. If people do not have the right knowledge, confidence or capability, leaders need to provide better training, support and guidance. Effort errors sit with the individual. Organisations can create the right environment and provide the right tools, but people must also bring commitment and personal responsibility.

It was a simple but powerful way of thinking about culture in housing organisations. Creating the right conditions for people to succeed is a leadership responsibility, but building a culture of ownership and accountability requires everyone to play their part.

The day also reinforced the importance of empowering leadership, encouraging curiosity and creating workplaces where people feel valued. When colleagues are trusted to make decisions, supported to learn and encouraged to ask questions, organisations are far more likely to deliver positive outcomes for their customers.

At ARK, we are supporting several registered social landlords across Scotland and England to better understand and shape their organisational culture, helping to ensure they are aligned with the delivery of high-quality, customer-focused services. The discussions throughout the day only strengthened our belief that culture underpins everything. Policies, processes and strategies all matter, but it is culture that ultimately determines how organisations respond, how services are delivered and how customers experience them.

The event provided plenty of food for thought, but my main takeaway was a simple one: the best housing organisations are those where people listen, care, take responsibility and ownership and never lose sight of the importance of the customers they support.