The housing association "seems not to have noticed the triggers, heard... redheads, groans, between sounds, regarding the insistent requests of the living, who were some of the neighbors or connected the dots", says the report, with the document saying that the Nesdar Group has a bureaucratic and "goal-oriented" culture that "does not put the live customer at the center of its actions".
Another problem is that few Nesdar Group managers oversee many properties, and they do not manage all the problems.
Housing associations often divide the apartments and homes they manage into groups, with each group having a neighbourhood’s manager or housing officer whose job it is to deal with residents' problems and concerns, but while typical sizes of these groups are 250 to 500 properties.